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:
Discuss the role of empowerment, the use of guest-friendly
processes, and continuous quality improvement (CQI) in meeting a hotel’s quality
goals.
Section Summary:
Service is delivered by employees. FOMs must, therefore,
empower staff with service authority, ensure that guest-friendly processes that
address what’s best for guests are in continuous use, and emphasize CQI tactics
in their departments.
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FRONT OFFICE AND THE GUESTS: PLANNING FOR QUALITY SERVICE
Discussion Questions:
1. This chapter suggests that most problems in a hotel or other hospitality opera-
tion are created (or are allowed to continue) by the manager, 
not by subordinate
employees. Do you agree or disagree? Why?
2. Describe the types of front desk employees who should and should not be
empowered to make creative decisions about guest service.
3. How should an FOM address a front office employee who resists change, who
wants to continue to do things the way they have always been done, and who con-
siders guest service to be an important (but not the most important) responsibility?