Tentamen (uitwerkingen)
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A follow up courtesy call should: - Take place within 10 minutes of guest's move Active upselling techniques used during the reservation process includes: - Describing the features and benefits of the more expensive rooms What should you do if you are unable to resolve a guest complaint? - Apologize to the guest but explain that there is nothing you can do. What is an advance deposit? - An amount equal to the amount of a night's charge that a guest pays in advance If you do not know a guest's name, you should: - Use sir or ma'am until you find out his or her name
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