Section I Enabling the Service Experience ———————————————— C | HOTEL LANGUAGE
Section I Enabling the Service Experience ———————————————— Chapter 2 Frontline Employee Training
Technique 29
Smile While on the Telephone
A mirror should be hung in front of all hotel reserva- tionists and they should be trained to check their smiles in the mirror when conversing with potential guests. Smiling changes voice tone and inflection.
