- Mr. Bertram is on his way to an important meeting with a crooked
tie and shaving cream on his ear. Will Housekeeper Tina straighten
him out or turn and look away?
- Joan, a Guest Service Agent, is too busy preparing room packets
to handle the Schuster family’s lost reservation. Can she
rewind her attitude in time to save their business?
- Maggie finds a little girls stuffed animals scattered around
the room she must clean. She feels like kicking them under the
bed, but decides to make another arrangements.
- Jerry spots Mr. Bannister’s broken luggage while making
a maintenance call. Are two screws and five minutes worth his
future business?
- Mr. Galloway is angry: the vending machine ate his two dollars.
Todd must choose whether "they" are responsible, or
if he should use the "Magic Word" and a couple bucks
worth of empowerment to solve this problem.
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- Mrs. Mason complains about her room temperature to Jami, the
Breakfast Bar Attendant. Will she get the word to Tina, who resets
the thermostat while cleaning each day?
- Mr. Dawson left his cell phone at the front desk. After a long
day of work and travel, will he have to walk all the way down
to the lobby to get it or will Guest Service Agent Kelli deliver
it?
- G.M. Dorothy Pagel knows that U.S.O.’s start at the top.
She captures a lucrative piece of business by adjusting the breakfast
bar hours for an early-rising client.
- A guest’s check-out is a last chance for a U.S.O., and
Todd scores by turning Mrs. Donovan’s complaint into a future
booking!
- Every time someone at your hotel does something special for
a guest, they get a positive memory of their stay while you earn
their appreciation and their future business. Be aware and be
prepared to recognize and deliver U.S.O.’s – Unique
Service Opportunities!
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