In guest services, employing the Probing Process is invaluable for enhancing the overall guest experience and increasing revenue opportunities. Creating dialogue by asking open-ended questions is pivotal in understanding guests’ needs and preferences. This module, geared toward hotel and spa front desk agents, concierge, and food and beverage servers, will teach you how to effectively navigate the initial interaction, establish rapport, and ask the right questions to uncover guests’ preferences and expectations. Mastering the art of probing enables you to tailor your upsell recommendations, thereby elevating guest satisfaction and fostering loyalty.