Guest services techniques

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Reference no: EM131265

1. Product Knowledge (i.e. local festivals for the month, featured restaurants, special promotions and packages, updates about specific departments in the hotel, etc.)

2. Guest Communications (i.e. branded language, social media mentions about your hotel, etc.)

3. Conflict Resolution (i.e. announce and celebrate "a win" about how an associate overcame a guest problem, etc.)

4. Empowerment & Training (i.e. monthly training available to hotel staff, motivation quotes, promotions, etc.)

5. Diversity Awareness (i.e. how to say hotel terms in a different language, local religious centers or community events, etc.)



Reference no: EM131265

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