🛎️
Module 1: Guest Service & Front Desk Operations
Service recovery, the guest cycle, overbooking and walks, and the metrics a property is measured on.
2
Lessons
48
Minutes
Practice
Files Included
Beginner
Level
What You'll Learn
- A five-step recovery sequence, and why explaining before apologizing backfires
- Turning a refusal into what you can do
- The guest cycle and the point in each stage where it usually fails
- Occupancy, ADR, and RevPAR — and why occupancy alone misleads
Real-World Scenario
A guest waited forty minutes for a room after a long flight. You cannot undo it, and the next three minutes decide what they tell people. Later that night the property is full and two more confirmed reservations walk through the door.
Lessons
Complete each lesson in order. Watch the video, review the notes, and finish the challenge.
Lesson 1⏱ 24 min
🛎️Guest Service Fundamentals
What guests actually judge, why the recovery matters more than the mistake, and how to handle a complaint.
Lesson 2⏱ 24 min
🛎️Front Desk and Reservations
The operational core of a property: reservations, check-in, occupancy, and the money.