In the absence of visual and vocal clues, and especially if employees are rushed or distracted, they risk confusing or even angering the guest. To communicate clearly and avoid misunderstandings, staff must choose their words carefully and follow proper guest messaging etiquette. Let’s look at this example of a text exchange between a hotel employee and the guest. How well do you think the employee handled the request? If you were the guest, how would you feel? Get the full story at ReviewPro