Chapter 2

Is a five-star review decided in the first half hour?

Đánh giá năm sao được quyết trong nửa giờ đầu sao?

The chapter's question

When guests walk into my place, what happens, and in what order?

Big idea

The impression of the whole stay is set in the first half hour, mostly before guests open their suitcase.

In this chapter

  1. Part 2.1

    Who Greets Them

    What is the first thing the person greeting them says?

  2. Part 2.2

    How Long the Paperwork Takes

    How many minutes does my check-in take?

  3. Part 2.3

    What to Say Now and Later

    What must the guest know immediately, and what can wait?

  4. Part 2.4

    Entering the Room

    What does the guest see first in the room?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of Arrival to Departure is free to read right here.

Read in Conan School

Chapters of Arrival to Departure

  1. 1.Are guests needy, or did I leave things unsaid?
  2. 2.Is a five-star review decided in the first half hour?
  3. 3.Does a quiet guest mean a happy guest?
  4. 4.Why do good stays go sour at checkout?
  5. 5.Once guests leave, is my job really over?