Every operator knows how important the first point of customer contact can be. In the restaurant business, it's the host or hostess who greets people out front and leads them to their table. In hotels, it's the person who staffs the front desk. In either industry, people who provide a sense of warmth and genuine affability while efficiently handling these seemingly simple procedures are worth their weight in gold. But they aren't paid that way. Wage scales are typically low, and in theory ...

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