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The video shows us that the relationship between a hotel staff and the customer is very close.In my opinion, a hotel staff should serve the customer well and behave like the family member or a close friend of customer.First of all, from the perspective of identity, the Relationship is like employers and employees.Because the employees must make employers satisfied.When a hotel staff serves the customer, he or she should do everything they can.The staff is required to be polite, loyal, sincere, friendly and make the guests feel satisfied.For example, in the video, Mrs Patton’s money is stolen.The hotel staff has the duty to find out the truth to give customer sense of security.Secondly, the hotel staff ought to be the family member of the customer.Because the hotel provides temporary accommodation for visitors.During the short time, the hotel staff must leave customer a good impreion to make the customer a sense of belonging.Another case is that when the little girl Calista in the video feel lonely, she needs family.At that time, a hotel staff like her sister plays with her, listening to her troubles.When she was injured, another staff takes care of her like her mother.Furthermore, the hotel staff is supposed to be the friend of the customer.My reason is that the customer is god, but also friends.Respect is mutual.As the hotel staff, he or she must understand the customer and establish good relationships with the customers.For example, in the video, the hotel staff James chats with the widow Mrs Patton like a close friend, he even wants to introduce a boyfriend to her.In my view, it is private thing between close friends.