It amazes me how many people in hotels and customer facing positions generally don't do this. It is down to the manager.
We both always say, it doesn't matter what sort of c**p day you're having, smile and be pleasant to the guests.
Mind you I think "say something with enthusiasm like “Welcome to our hotel, we’ve been waiting for you.” " is a bit over the top and too grovely..
Yeah, for me, personally, I could see how hearing that line as a guest could make me feel uncomfortable- like, hmmm...did I keep them waiting? did I not read the check in time right? did I put them in a bad position? ....are they following me?
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For me.... I know they haven't been waiting for me it's just corporate BS they've been told they have to say to everyone, so it's hollow and meaningless.
In the UK at the moment there is this disturbing trend in supermarkets for the checkout assistant to strike up a conversation with you, they ask you about your day, and what your plans are for the rest of the day, that sort of thing. I don't like it, I know they're saying it because they've been told they have to because every b@@@@y assistant asks exactly the same question.
In both cases it's sufficient to be friendly, smile and be efficient at their job.
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