Discussions

Repeat guests often say they return because of the “personal touch.” In this module you learned how various channels enhance personal communication as well as professional development. Before you answer this discussion, think about the following two questions:

1. What makes communication in hospitality feel “personal” versus “scripted”?
2. Can companies scale “personal touch” without losing authenticity?

• At first, the front desk agent greets you with a smile but clearly reads a memorized script.
• At the second, the agent remembers your name, asks how your last trip was, and recommends a local restaurant based on your preferences.