For many people it is the fa├žade, design or even location that creates the important, lasting first impression. However, the hotel industry, more so than almost any other, is highly people orientated. It is the effectiveness, efficiency and warmth of these people which is what creates that lasting impression and it is these same people who, by their attitudes and friendliness, subconsciously gets get to the hotel. Very often the first and last place in which the guest comes into direct contact with the hotel staff is the front desk.