Section II Delivering the Service Experience ———————————————— | HOTEL LANGUAGE
Section II Delivering the Service Experience ———————————————— Chapter 4 The Check-In Experience
Technique 60
Remember Pet Names
Front desk agents should be taught to record pet names in the guest history section of the property management sys- tem. Along with the pet’s name, the agent should also insert a short ( 3 - 4 words ) physical description of the pet. When the pet revisits, s/he should be addressed by name.
