The Front desk
The Front desk The face of a hotel. A restaurant. A spa. Delivering Impressions This is where the action is. If there's one place where the pulse of hospitality can be felt, it's the front desk. It's where first impressions are made, problems are solved, expectations are managed, and relationships begin. No road is straight some of my most valuable lessons in hospitality came from outside the industry. After spending several years in travel, I took an unexpected detour into the BPO world, handling motor insurance claims for Aviva, a leading UK general insurer. Every day, I handled between 40 and 60 customer calls from people who had just been through an accident or were dealing with the stress of an insurance claim. Sitting thousands of miles away in a different time zone, my responsibility was simple: listen, reassure, guide , and help them navigate the claims process to resolution. Our service-level agreement was 14 days. It was an eye opener in managing customer expecta...