Section I Enabling the Service Experience ———————————————— C | HOTEL LANGUAGE
Section I Enabling the Service Experience ———————————————— Chapter 2 Frontline Employee Training
Technique 27
Teach Proper Response to ‘Thank You’
All associates should be trained to reply with ‘thank you’ when a guest says ‘thank you’. Intense competition in the hotel sector mandates that guests feel appreciated for their business. Replies to ‘thank you’ such as ‘no problem’ do not communi- cate appreciation or leave a lasting impression.
