Pearson New International Edition International pcl tp indd 1

FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
106

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occurs, each improvement in a process results in fewer defects. Another step on the
property’s journey toward excellence has been taken.
WHAT MAKES SERVICE SPECIAL?
Service is an attitude as much or more than it is a skill. Front office employees provide
special service to their guests as they
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acknowledge guests on arrival and thank them for visiting;
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smile;
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maintain eye contact;
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reflect a genuine interest in providing quality service;
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consider every guest to be unique;
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create a warm environment of hospitality;
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strive for excellence in guest service skills;
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act courteously, politely, and attentively;
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determine what guests really want and need, and address those wants and needs;
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pay more attention to guests than to machines and co-workers; and
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genuinely thank guests for their business and invite them to return.