Checking In? Hidden Ways Hotels Court Guests Faster | wsj.com

Hotels are amping up their efforts to make a good first impression. The goal: Dazzle guests during the first, crucial 15 minutes of their stay—or at least avoid annoying them. Some hotels train front-desk employees to glean information during check-in chitchat that they can later use to impress guests. (Sending complimentary cups of tea to people who say they have a cold, perhaps.)