Top hotels invest in staff training programs, knowing that the front desk employee is responsible for making the first and last impression on each guest. They ensure that all front desk personnel are familiar with hotel services, policies, and procedures so that they can answer customer questions accurately. Top hotels also maintain an adequate amount of staff coverage (even if that means pulling someone from the back to help with a sudden surge of activity). Additional employees should always be cross-trained on how to interact with guest as well as front desk duties so that they can assist during busy times.

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