Section III Managing the Critical Drivers of Service Scores —— | HOTEL LANGUAGE
Section III Managing the Critical Drivers of Service Scores ———————————————— Chapter 9 Service Failure Recovery
Technique 143
Be Ready for Clean-Up The front desk agent should always have immediate access to both cloth towels and paper towels and should be on the look-out for guests in need of them. They can be offered if a guest comes in from the rain, if an infant spits up, etc.
