| A | B |
|---|
| Benefits of Guest Service | Repeat guests, a great reputation, and a full house! |
| Techniques for Providing quality guest service | give immediate, and undivided attention, smile, listen, politeness, invite guests to return |
| Guests | Consumers who stay at hotels |
| S.E.C. | Smile, Eye-contact, Comment |
| When should you go the extra mile? | Always |
| Types of Complaints | Mechanical, Attitudinal, Guest service-related, Unusual |
| Employees should... | provide an unforgettable experience |
| Spirit | the positive attitude or feeling of pride that every employee should have |
| Personal problems should... | unaffect the quality of a person's work |
| A positive approach towards work can... | affect their life in a positive way |
