Pearson New International Edition International pcl tp indd 1

1. What are the most important responsibilities in your present position?
I think the most important responsibility for someone in my position is to ensure that every guest
that comes through our front door is happy and satisfied with the level of service and the quality
of product that we provide. No matter how busy we are, every guest must be treated the same
way: like they are the most important person staying at the hotel. Guests are hesitant to compli-
ment good service but will tell you very quickly about poor service. They will do the same to
their family and friends: If you provide poor service to a guest more people will know about it
then if you provided good service to the guest.
2. What are the biggest challenges that confront you in your day-to-day work and in the long-term