Author's Instructions
Be able to:
-
greet guests professionally and create a positive first impression;
-
use polite expressions when welcoming visitors and checking reservations;
-
identify guests' needs and respond appropriately to requests and complaints;
-
apply problem-solving techniques in realistic tourism situations;
-
participate in role-plays and simulations using appropriate verbal and non-verbal communication;
-
write a short professional response to a guest's complaint.
Hospitality Matters: Making Guests Feel Welcome
Author's Instructions
Be able to:
-
greet guests professionally and create a positive first impression;
-
use polite expressions when welcoming visitors and checking reservations;
-
identify guests' needs and respond appropriately to requests and complaints;
-
apply problem-solving techniques in realistic tourism situations;
-
participate in role-plays and simulations using appropriate verbal and non-verbal communication;
-
write a short professional response to a guest's complaint.
