new hire training guide for a valet service

New Hire Training Guide - Section B

LOOK FOR THE CLAIM TICKET

If at all possible, address the customer by their last name: “Hello Mr. Smith!”
Verify that this car is their car. Look for the number on their claim ticket and verify that it matches the number on the keychain tag. Then hand over their keys.

If it is appropriate, ask if they enjoyed their stay. If the answer is no, ask for details and take it seriously; get their name and room number from the valet ticket, then write down the details of what they said went wrong and give this information to your supervisor or account manager. (It’s important to the hotel to have this information. They will follow-up and try to salvage the customer relationship.)

If it is appropriate, assist with putting their luggage or other items into...

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