Hoteliers have been hard at work to leave a positive first impression on their valued guests for decades. It is a pivotal element of a hotel's reputation, as how guests first perceive a hotel can set the tone for their entire stay and may ultimately impact their post-stay reviews. This first impression is typically defined within the first 15 minutes, so hoteliers focus on the lobby - ensuring everything is clean and safe and that the service guests encounter is friendly. This discussion recognizes the importance of the guest experience

Video: https://www.youtube.com/watch?v=s3aR3yP4aKg

2. How do you describe the front desk impression in this video?
4. How can the management team address employees that act like this towards guests?