Section I Enabling the Service Experience ———————————————— C | HOTEL LANGUAGE
Section I Enabling the Service Experience ———————————————— Chapter 2 Frontline Employee Training
Technique 30
Do Not Unnecessarily Disclose Overbooking
Reservationists should be trained never to tell guests that they are overbooked on a requested night. Simply stating that the hotel is full would suffice in the conversation. Overbook- ing is viewed by many consumers as an unethical and greedy practice.
