Page 35 - اللغة الإنجليزية

English for Tourism & Hospitality by Prof. Adel AlSheikh 2020/2021

7. When first encountering a customer, your verbal
greeting should be firm and unapproachable.

8. Open body positions are more defensive and
allow the customers to feel less at ease with you.

9. The least successful hotel employees will learn
everything they can about their hotel.

10. Hotel employees should make the customer's stay
the best possible experience they can have.

11. The golden rule when dealing with a customer is
that the customer is always number three.

12. Other work given to you should take priority over
customer's needs.

13. Customers will revisit the hotels where they have
the worst experiences.

14. Good advertisements or image building are far
more important to a successful hotel than any
customer relations.

15. Discourtesy, disrespect, indifference and slow
service will all leave a customer with positive
feelings.

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