Pearson New International Edition International pcl tp indd 1

FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
SECTION REVIEW AND DISCUSSION QUESTIONS
Section Objective:
Describe a system to design and evaluate front office service
delivery processes that address guest service expectations.
Section Summary:
Initially, processes to deliver guest service should have been
planned with the guests’ wants and needs in mind. Over time, changes in processes
may become necessary. Potential changes might be identified through input from
guest surveys (comment cards) and management interviews with guests and
employees. Use of a cross-functional team to consider ways to revise processes can
help reduce the number of service defects. Ongoing evaluation (count of defects)
will likely yield additional process revisions. Moments of truth may be planned and
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