Reference no: EM133171096

Front Desk Case Study

John Stewart has been a Front Desk Agent at the Marriott's Hotel for over three years. He was on the telephone when the four guests arrived. He acknowledges the guest but leisurely ended his telephone conversation before returning to them. The guests waited patiently for him to complete his call, find their reservation and check them in. During this process, John was paying close attention to his computer screen and hardly paying attention to the guests. At the end of the check-in process, the guests requested information on sites to visit in Kington; places to shop and the nearest church to attend. They also wanted a listing of the daily actives of the hotel and the Dinner menu.

Apply your knowledge to the front desk case study by answering the listed questions:

Describe three actions John could do differently.

List three examples from the video that describes when hospitality is present.

List the six emotional skills that demonstrates someone with a high hospitality quotient.