Pearson New International Edition International pcl tp indd 1

3. What is your most unforgettable front office moment?
When I was working in the front office at the Ritz-Carlton, New Orleans, I learned that we had a
bride and groom checking in for their wedding night. We prepared their room prior to arrival
with champagne and chocolate-covered strawberries. The door attendant knew what time they
were to arrive and what type of car they were coming in, so he was able to greet them by name
from the first interaction. The check-in was flawless. When the couple went out for dinner, the
concierge drew a bubble bath with red rose pedals and placed another bottle of champagne
next to the tub. Throughout their stay they were greeted by name and given extra-special treat-
ment. After they checked out they went on their honeymoon. When they returned from their
honeymoon to retrieve their car, they stopped by the front desk to tell me that their one night at
the Ritz-Carlton was the most memorable experience of the entire trip.
4. What advice do you have for those studying about or considering a career in front office or