Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS LIST
Value
Service (hotel)
Atrium
Executive committee
Organizational culture
Work processes
Quality
Defect
Empowerment
Cross-functional team
Continuous quality 
improvement (CQI)
Vision
Mission statement
Long-range plan
Business plan
Marketing plan
Operating budget
Incremental sales
Repeat business
Word-of-mouth advertising
Employee-to-room ratio
Road warrior
Benchmarking
Zero defects
Moment of truth
Wow factor
Accountability
FRONT OFFICE AND THE INTERNET
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Market Metrix is a market research organization that serves the hospitality
industry. It publishes a quarterly report (Market Metrix Hospitality Index) that
addresses customer satisfaction about organizations in the hotel, airline, and
rental car industries. To learn more about the company and to see quarterly
reports for the last several periods, go to www.marketmetrix.com.
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