HOTEL-FRONT-OFFICE-MANAGEMENT5 MIN READ
Coach the miss without crushing the agent
Use Situation-Behavior-Impact language to address a front-office error with a colleague.
Omar O Night auditor 1 Situation 2 Behavior 3 Impact The moment 20 sec Omar entered a 7 AM wake-up as 7 PM. The guest missed a hospital appointment. The manager has to preserve accountability without turning the agent into the problem. relationship moment 10 sec first-reply window The formula 60 sec
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