For The Stone Castle Hotel, the very first impression most guests receive is that of the front desk clerks. First impressions are vital in the hospitality industry; it is the first impression that can sometimes make or break a guest's hotel stay. That is why the front desk manager, Irma Toles, not only trains the front desk in various procedures, but also in customer service.
"I train the front desk clerks not only to process reservations, check-in and check-out guests, but to give the upmost service that will make a guest [feel] welcome and return," said Irma.
