Angelina 2

to anticipate guests’ needs

to understand what guests may need before they ask

to establish rapport

to create a friendly and comfortable relationship

discreet service

professional service that does not disturb guests

guest satisfaction

the feeling of happiness guests have with the service

professionalism

polite, responsible, and appropriate behavior at work

to accommodate a request

to fulfill or adjust to a guest’s request

attention to detail

noticing and caring about small details

personalized service

service adapted to a specific guest’s preferences

to handle complaints

to deal with guest problems professionally

hospitality standards

the level of service quality expected

to ensure comfort

to make sure guests feel comfortable

to exceed expectations

to provide better service than expected

special dietary requirements

specific food needs or restrictions

beverage service

serving drinks professionally

formal table setting

an organized arrangement of plates, glasses, and cutlery

to remain composed

to stay calm under pressure

demanding guest

a guest with very high expectations

turnover day

the day when one group of guests leaves and another arrives

guest preferences

personal likes and dislikes of guests

exceptional service

extremely high-quality service