Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Group:
Guests who have a hotel reservation as a part of a larger, multiguest reservation. Examples
include domestic and international tour groups, associations, conventioneers, corporate groups, and
individual members of sports teams.
The techniques used and resources available to assist FOMs in predicting the
actions of these two types of guests are different. When the FOM predicts the behav-
ior of transient guests, he or she evaluates reservations individually. In contrast, it is
the group’s reservation block that is of interest to FOMs.