Arrival Queue and Lobby Surge Management
Governs how the front desk forecasts, staffs, and works down arrival queues so no guest stands unacknowledged during a surge.
Why This Matters
Guests grade the entire stay against their first ten minutes, and a silent, drifting line tells them the hotel is not in command of its own lobby. Surges are almost never surprises; the arrivals report predicted most of them the night before. Queue management is a planning discipline that happens to look like calm.
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