Title: Identify communication tools for successful guest relations.
Course: Lodging Management (12159) > Section: Communicating Professionally on the Job

Identification should include

- active listening skills
- empathy for others
- eye contact
- examples of appropriate and inappropriate communication with guests
- the benefits of diversity, generational differences, and sensitivity training.

Process/Skill Questions:

- Why is training critical to the development of effective guest relations?
- How is nonverbal communication skills training best conducted?
- What is the relationship between verbal and nonverbal communication?
- How can one determine a guest’s needs based on non-verbal communication?
- What are the dangers of reacting too quickly to a customer complaint?
- Why is it important to understand cultural differences?
- Why are customer feedback programs important as an incentive to employees?
- How does customer and employee interaction affect customer loyalty and retention?