Business Commons^™

From Clerk And Cashier To Guest Service Agent, Nancy J. Allin, Kelly Halpine

Hospitality Review

In their study - From Clerk and Cashier to Guest Service Agent - by Nancy J. Allin, Director of Quality Assurance and Training and Kelly Halpine, Assistant Director of Quality Assurance and Training, The Waldorf-Astoria, New York, the authors state at the outset: “The Waldorf-Astoria has taken the positions of registration clerk and cashier and combined them to provide excellent guest service and efficient systems operation. The authors tell how and why the combination works.

That thesis statement defines the article, and puts it squarely in the crosshairs of the service category. Allin and Halpine use their positions at the …