Knowing the property
Knowing the area
Interacting with guests
Providing employees with free tickets to area events.
Allowing servers to sample menu items.
Having front desk agents spend a night at the hotel.
Giving all employees a tour of the property.
Computerized telephone systems.
Log of guest names in order of arrival.
By convincing him or her that the problem doesn’t exist
By promising to solve the guest’s problem
By handling the complaint efficiently and patiently
By doing all of the above
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