Pearson New International Edition International pcl tp indd 1

MODERN FRONT OFFICE ISSUES AND TACTICS
Who Needs a Front Desk?
Le Meridien Cyber Port in Hong Kong has a number of innovations that emphasize a
can do philosophy. The goal is to please all of the guests all of the time, and the word no is
not one in common use.
Le Meridien Cyber Port does not have a typical reception desk. The property uses
e-mail and the Internet to send registration forms to guests, or guests can check in from
locations on the property (e.g., a restaurant). After a guest initially checks in, he or she need
never do it again. The property’s wireless check-in, or seamless check-in, works through
personal digital assistants (PDAs) and laptops. Guests do not have to sign forms or provide
registration details. Even restaurant staff can check guests into the property.
The hotel does maintain a reception desk, although it is not used for check-in purposes.
Some guests prefer to go to the desk to pay their bill at check-out time. The property
believes in flexibility and giving the guests what they want. For example, guests can check
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