What actions did/should Gabrielle the GSA do pre-arrival to ensure Mr. Lee would have a great experience? Take some time to write down some things the GSA should do during the phone call or after she hangs up the phone to prepare for guests' arrival

Guest Service Agent: Good morning, thank you for calling Centennial, this is Gabrielle speaking how may I direct your call?

Kelvin Lee: Good afternoon, how are you doing today?

Guest Service Agent: I am doing wonderful thank you, how are you? 

Kelvin Lee: I am great thank you.  I am attending the Gandhi/Singh wedding this weekend and I have questions before I arrive on Friday. I would like to make sure that this is all arranged for my accessible room as I am in a wheelchair.

Guest Service Agent: We look forward to your arrival this weekend, I will have a look at your reservation. Can I please get your last name or confirmation number?

Kelvin Lee: Kelvin Lee, L E E with the the Gandhi/Singh Wedding

Guest Service Agent: Thank you, I see your reservation here. You are arriving this Friday? 

Kelvin Lee: Yes that is correct. 

Guest Service Agent: I have reviewed your reservation Mr. Lee  and we have all of your requests and have assigned you to our fully accessible room. It looks like Ms. Gandhi has made all of those arrangements for your arrival. Can I tell you a little bit more about your room? 

Kelvin Lee: That would be great thank you

Guest Service Agent: You have a large North facing accessible guest room and bathroom. It has a very functional and comfortable work space area. The room has apple tv and easy to access wifi. I think you will find the room very comfortable. Did you require any additional items in your guest room to make your stay most comfortable? 

Kelvin Lee: No, that sounds great. If I think of anything I will be in touch.

Guest Service Agent: We look forward to welcoming you this weekend Mr. Lee. 

Kelvin Lee: Thank you Gabrielle, I will be travelling all day and know I will be exhausted so I just want everything to run smoothly.