Dealing with guest complaints
Manha�an
Central
How we welcome guests
The first thing a guest sees upon arrival is the
recepঞon desk and recepঞon staff. We consider
our recepঞonists to be our brand ambassadors.
As such, the image you portray of the hotel is
crucial to ensure excellent customer saঞsfacঞon.
There are several things you should say
whenever you welcome a new guest. You should
always greet the customer, welcome them to the
hotel and ask them how you can help. This helps
create a posiঞve image of the hotel for the guest.
Finally, show the guest to their rooms, providing
them with a map and useful informaঞon about
the local area. It is very important to our hotel
that all guests have an excellent stay with us.
RECEPTION TRAINING MODULE