12 | BEHAVIORAL EXERCISE
WILD CARD
Describe the difference between: Demonstrating a genuine sense of intersest and concern for a guest versus Offering thoughtful and anticipatory service
ANSWER Genuine interest is learning something about the guest, and then proving what you learned about them. Asking questions, relating to the guest and “reading” them appropriately all pertain here. Anticipatory service is thinking one step ahead of the guest, and providing them a piece of information or a service that they did not have a chance to ask for, or in some cases, they didn’t even know they needed.
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