Breakfast rush had me so wired I told a guest to enjoy their flight and he flapped his arms like a champ - teamwork,. My tiny save lately is jotting a quick phonetic note for tricky names on the shift sheet so I can still deliver that VIP greeting when the lobby turns into a rollercoaster.
I’ve been there - I told a guy “enjoy your layover” and he said he lived two blocks away. Now I keep a sticky under the screen with a neutral fallback (“Have a great rest of your day”) and I jot phonetics in all caps next to the name once they say it, like “ra-MEE.”.
Told a guest ‘welcome back’ once and it was their first time — my brain did the spinning wheel. Now I put a tiny star by repeat faces and write phonetics in caps, plus a neutral backup like ‘hope the rest of your morning’s smooth.’ If I totally blank, I just say, ‘I want to get your name right — would you remind me?’ and it lands fine.
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