Section II Delivering the Service Experience ———————————————— | HOTEL LANGUAGE
Section II Delivering the Service Experience ———————————————— Chapter 4 The Check-In Experience
Technique 62
Offer Free Upgrades on Occasion
If a guest mentions that s/he is stressed for any reason (e.g., travel or work frustrations), offer him/her a complimen- tary upgrade to a suite-style room (if available).
