23 | BEHAVIORAL EXERCISE
WILD CARD
The guest has arrived prior to check-in time. Name three things you could recommend for a guest to do while they are waiting to check into their room. ANSWER As it’s frustrating for a guest when their room isn’t ready, this is a great opportunity to be proactive. Some things that you can suggest would be to have a drink at the bar, enjoy the pool or have lunch or a snack at a dining outlet. You could also offer to store their luggage, provide some sightseeing or shopping recommendations, offer the use of the gym or spa or provide the internet passcode.
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