CHAPTER REVIEW QUESTIONS 1. How does the concierge help the guest service experience? 2. List and provide solutions for three common front-desk issues. 3. What is "walking a guest," and why is it done? 4. List the procedures common to checking out a guest. 5. What is the difference between EP, AP, and MAP? 6. Why might it be helpful to consider your grandmother visiting when relating to hotels? 7. Should housekeepers acknowledge the guest? 8. After reading the feature about Mr. Hostettler, how would you describe his idea and importance of a "brand"