7 | BEHAVIORAL EXERCISE
WILD CARD
What are five unprofessional words that are sometimes used to affirm or confirm something when speaking to a guest?
ANSWER What does it say about your property when we confirm requests with “no problem,” “yeah,” or “sure”? The guests can hear casual language anywhere, and you want to make your hotel feel special. Responses that include “absolutely,” “of course,” or “I’d be happy to” sound far more gracious.
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