• Know your guest’s name

Use it during interaction max. 3 times to make our guest feel recognized and appreciated.

• Talk about their interest / hobby

Naturally, human likes to speak about themselves. Choose a topic that you think will be your guest's interest or hobby. This will build strong relation in the long term.

Observation is the key!

Always open your eyes to see your guest's expressed & unexpressed wishes.

Discuss with your team what guests might need. See every possibilities that we can do as a team to enhance your guest's experience.

For example:

A guest told Front Office that they will check out in early morning tomorrow.

What can we do?

Opportunities often come in form of ….Complaint :)

Keep calm and let’s L.E.A.R.N.

Listen

Emphaty

Apologise

Resolve

Notify

Memory = lasting impression

"People will forget what you said, people will forget what you did, but people will never forget how you make them feel" - Maya Angelou.

Small rewards like bread or cookies tester is a perfect way to cross-sell your products, which in return will increase your revenue.