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Barbara L


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May 3, 2014








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However, in our hotel a fair service quality is accepted, as most of our guests are businessmen. High efficiency and effectiveness is preferable. Accuracy: The telephone operator should drop down all the details of the hotel guests correctly when he/she is doing the reservation. Attentive listening: The telephone operator should listen attentively and carefully on what the guests say without requesting repeats again and again from the guests...
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They act as the telephone operators. Two of our group mates will be the guests in each scenario. Dimension used: Behavior appraisal Format: The supervisors will review the staff by going through a list of standard items such as standard reservation time. They will then compare a list of hotel standard requirements with the actual performance of the staff...
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