Section II Delivering the Service Experience ———————————————— | HOTEL LANGUAGE
Section II Delivering the Service Experience ———————————————— Chapter 4 The Check-In Experience
Technique 63
‘Google Image’ Guests with Unique Names
If a front desk agent has some downtime between tasks, then s/he should be taught to search the arrival list for guests who have visited in the past and who have unique names (e.g., Vincent Magnini). The agent can then “Google Image” those names so that the guest can be greeted by name upon arrival.
