Section I Enabling the Service Experience ———————————————— C | HOTEL LANGUAGE
Section I Enabling the Service Experience ———————————————— Chapter 2 Frontline Employee Training
Technique 31
Use Hospitable Responses to ‘How are you?’
If an associate is asked by a guest ‘how are you?’ the asso- ciate should not respond that s/he is happy because s/he is ‘off tomorrow.’ Expressing happiness because of an upcoming separation from guests does not communicate a hospitable culture.
