Pearson New International Edition International pcl tp indd 1

3. What is your most unforgettable front office moment?
This is difficult to answer—the front office is the hub of the entire resort. Calming an irate guest
is always unforgettable, and there have been several memorable moments as I have done so.
One involved a guest who informed me that his entire vacation was ruined because a raccoon
ventured a little too close to him on the pool deck. (We joked among ourselves that we thought
he had purchased the Complete Wildlife Package!) Another unforgettable moment occurred
when, as a front office manager, I had to turn the whole house of 285 rooms on one Sunday. That
was a formidable effort. It involved 285 check-outs and 285 check-ins, while at the same time I
had to coordinate the front office with the housekeeping and maintenance departments. Another
more recent memory is the crash of our entire front office system, along with the backup. We
had to rebuild more than 1,800 reservations. We managed to complete the task in one week with
no interruption in service.
The more unforgettable front office moments are those that challenge you beyond what
you once thought was your limit. They are the moments that initially seem to unconquerable
tasks, but at the end of the day, through the assistance of a great team, everything gets done.
4. What advice do you have for those studying about or considering a career in front office or