Pearson New International Edition International pcl tp indd 1

Discussion Questions:
1. How would you, as an FOM, determine the amount that a front desk agent would
be allowed to deduct from a guest folio for problems alleged by the guest at time
of check-out?
2. The chapter presents examples of situations that may suggest a need to
make an adjustment to a guest folio to be fair to the affected guest. Can you
think of situations that might prompt an adjustment? What allegations made
by guests might be considered unreasonable and not likely yield a folio
adjustment?
3. Comment on the following statement: When a no-show is billed for a room
charge because he or she had a guaranteed reservation, the hotel will make a
larger profit on the room sale because no housekeeping labor, operating
expenses, utility charges, or other costs will be incurred. Therefore, it is to the
hotel’s advantage to have as many no-show guests as possible.
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