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A guest request might be fresh in your mind for a single minute, but after five additional interactions at the front desk it will slip right out of your head. A guest requests more towels,… 

The vocabulary used on a room status sheet can dictate the information front desk personnel share with guests. Just because a room appears in the computer system does not guarantee the room is ready. For… 

A calm check-in conversation isn’t about being perfect. It’s about helping the guest transition from arrival to room without confusion. The person at reception is speaking to a guest who may be tired, have luggage,… 

At first sight, a hotel reservation seems straightforward, yet it packs numerous specific details that affect the guest arrival. The booking name, arrival and departure dates, room type, payment note, special request, time of arrival,…