Pearson New International Edition International pcl tp indd 1

FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
unplanned and can be favorable or unfavorable. The sum of the planned processes
and moments of truth affect guests’ perceptions of quality service at the hotel.
Discussion Questions:
1. What are your typical reactions when you visit a hotel and experience prob-
lems? What factors determine whether you will inform the staff? What are your
thoughts, from the perspectives of an FOM and a guest, to money-back guar-
antees if your stay is not free of troubles or if problems are not resolved?
2. What do you think are the best methods for a cross-functional team to use in
assessing whether a service process should be revised? Why do you prefer
these methods?
3. Consider the following guest-related problems:
•
Long waits in registration lines at the front desk
•
Reservation errors (e.g., incorrect spelling of a guest’s name or improper reg-
istration or check-out dates)
•
Inoperative television in guestroom
•
Excessive plumbing noises in guestroom caused by pipes in the walls or ceilings
Assume that you are an FOM conducting a guest service training program for
front desk agents and that the trainees identify these issues as common prob-
lems. What would you suggest they say to guests who express concerns?
What longer-term processes can be implemented to address the issues?