Section I
Enabling the Service Experience
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Chapter 2
Frontline Employee Training
Technique 28
Set the Tone During the Reservation Process
When a guest makes a reservation via the hotel, it creates a great opportunity to get them excited about coming to the hotel. The tone of the reservationist’s voice is very important and has the opportunity to start the exceptional guest service before they even arrive at the hotel. Reservationists should be trained to speak with enthusiasm, so the guest will feel it too. This enthusiasm sets the tone for their stay.
To be continue...
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