[1] Think of a time when you made a guest feel instantly welcome. What did you do or say?

[1] Have you ever felt that a guest seemed nervous or uncertain upon arrival? How did you handle it?

[2] As the front desk agent, what is the very first thing you would say when the guests approach?

[2] What small gestures or extra phrases could you add to make the Johnsons feel especially cared for?

[2] How would you balance being warm and personal while still completing the check-in efficiently?

If you have a question or questions that you'd like to discuss during your class, please write them down.