Title: Explain the importance of agent-guest dialogue before, during, and after check-in.
Course: Lodging Management (12159) > Section: Examining Lodging Front-office Functions

Explanation should state the reasons for

- following training procedures and brand standards for greeting and interacting with guests
- practicing workplace readiness skills
- listing lodging amenities and services
- listing hours of operation for different departments
- providing directions to the guest's room
- describing restaurants and attractions near the property
- providing directions to local destinations and suggested modes of transportation
- providing parking instructions.

Process/Skill Questions:

- What is the purpose of dialogue with guests as they check in?
- What are examples of popular lodging amenities offered to guests?
- What are questions that one could ask to determine guests' interests in area attractions?
- How can a lodging employee create a special experience for a guest after having a dialogue?
- What questions should the guest-services agent ask guests during departure the checkout process?
- What position in the front office would assist with answering guest inquiries (i.e., providing suggestions for reservations to restaurants, attractions, rental cars)?