I hope you realize how important you are to the level of service your hotel offers. One associate can make the difference whether the guest has a poor, a good, or a wonderful experience. What you do, how you act, what you say, and how you say it makes a big difference. You are a difference maker! You can follow all the service steps, but still leave the guest feeling less than cared for. The feelings of care and enthusiasm are what make the difference in the guests’ stay.

Do you attempt to keep a very enthusiastic and guest-oriented attitude all day, every day? Do you do your best to do things to make your guests say “Wow!”?

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