ABSTRACT
In order to be eective ambassadors and salespeople of the hotel, all associates need to genuinely believe that the hotel provides experiences that are meaningful and of value to the guests. e hotel business is competitive: in most markets, guests have numerous lodging options. Consequently, front desk associates who are checking out guests should have a level of condence in his/her coworkers that the experience that was provided was a valuable one that could not have been readily delivered by a competitor.
