In the service industry, it is your job to positively respond to each guest request with genuine care and concern. Your guests want to feel their requests are being heard, and they want to feel that what they say really matters. 

There are many ways to build rapport with your guests, and an optimistic service attitude is one of the best ways to do it. Guest loyalty comes from guests knowing they will be well taken care of and that their requests are fulfilled with personalized service. Each time a guest is in contact with you gives you a chance to build a more personal connection with them. What you do and how you respond to their needs or requests will either deepen your connection or have them consider if they are doing business with the right organization.