Select Service Council Educational Program | Writing That Welcomes: How Words Shape the Guest Experience
Virtual Event
Pricing
This event is complimentary for HANTX members and there is a $25 fee per person for non-members.
If you are unsure of your membership status, please contact Sarah Chung at Sarah@hantx.org for assistance and questions.
In today’s hospitality landscape, guest communication often happens through quick emails, texts, and survey responses. While brands provide templates and AI tools to support these interactions, many teams still struggle to make those messages feel natural, relevant, and aligned with the moment. This virtual session is designed to help hotel teams strengthen their written communication in the everyday situations that matter most.
As part of our Select Service educational series, this topic is focused on the challenges and issues facing select service properties, but registration is open to all.
From responding to guest feedback and handling service requests to navigating early arrivals, late checkouts, and even denying requests with professionalism, participants will learn how to communicate with clarity, confidence, and care. Together, we will explore how tone, timing, and word choice directly impact the guest experience and overall perception of the brand.
Attendees will walk away with practical, customizable templates they can immediately apply, along with a simple framework to help them adapt responses quickly without over-relying on generic scripts or unedited AI outputs.
This session goes beyond “what to say” and focuses on how to say it in a way that feels human, thoughtful, and on-brand. The result is stronger guest connections, fewer communication breakdowns, and a more consistent, elevated experience across every touchpoint. Because in hospitality, it’s never just about the service you provide. It’s about how your words make people feel long after the message is sent.
Our presenter Janet Bernstein is a dynamic leader, corporate trainer, and mentor with over 25 years of experience in sales management, business coaching, and event facilitation. Known for her no-nonsense approach, Janet is a trusted advisor, popular keynote speaker, and a nine-time published author whose sixth book was featured on Good Morning Texas.
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