Hotel customer service agents should promote the overall experience of being a guest in their hotel by promoting amenities and services that are unfamiliar to their caller rather than just obtaining booking details and enumerating rates, Doug Kennedy writes. Kennedy discusses the "Hotel Value Pyramid," which represents destination and location at the base, amenities and services at the center, and accommodation at the apex. Following the pyramid model will enable reservation and front desk agents to be more productive in entertaining calls, whether they be inquiries or booking confirmation.

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