Two hotel chains-Sonesta Hotels & Resorts and ITT Sheraton-recently revamped their employee training programs. Sonesta has developed The Personal Service Game II, a revision of a game first introduced ten years ago. The award-winning game aims to put hotel employees in the shoes of guests in problematic situations, offering options for helping these guests (or doing nothing). An employee's success in the game depends on choosing the course of action that represents the highest personal ...

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