Pearson New International Edition International pcl tp indd 1

REAL-WORLD ACTIVITIES
1. If possible, interview one or more hotel general managers or front office man-
agers. Ask them to prioritize the responsibilities of their front office staff. (Where
does guest service occur on the list?) Ask them for examples of times when front
office staff provided exemplary guest service. Ask if they attempt to determine
whether an applicant for a front office position has the proper guest service phi-
losophy? Discuss the tactics used in their hotel to train front office staff about
guest service responsibilities.
2. Assume that you have a career goal to be general manager in a large property.
Assume also that it is important for an incumbent in this position to have signi-
ficant knowledge, skills, and experience in front office responsibilities. Would you
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prefer to begin work in a small, large, or mega hotel? Why? What are the advan-
tages and disadvantages to beginning your career in a large or small property?
3. The text and Figure 14 review basic information about four leadership styles 
that front office managers may use as they facilitate the work of their employees.
Which of these leadership styles do you think would be best for your superordi-
nate to use in interacting with you? Why? Do you think that leadership styles pre-
ferred by those entering the hotel industry today might clash with the styles used
by seasoned industry managers?
4. The chapter reviews topics that all hotel employees should know about and that,
therefore, should be included in hotel orientation programs. One of these topics
is guest service. Prepare an outline of the content for an orientation session on
guest services that you would develop for your hotel.
5. The chapter makes references to the concept of employer-of-choice. Tactics are
noted that managers, including those with front office responsibilities, can use to
help make the hotel a preferred place of employment in the community. What are
some stereotypes about the hotel industry that persons without knowledge may
have? What tactics could you, as an FOM, use to address these stereotypes in an
effort to help your property become an employer-of-choice?