Tag: Behind The Front Desk

View All Tags

/ / / / / / / /

Yes, The Hotel's Front Desk is Talking About You. Here's What They Are Saying

August 21, 2014 at 11:26 AM | by | ()

Oh, if those computers could talk.

Our former front desk guy has given valuable tips on effectively complaining to the front desk when something goes wrong. But if start a screaming match with the front desk, or any other hotel employee, you can be assured they will "make a note of this." Here's what really goes on behind the front desk.

Most hotels have a system where information about each guests’ needs are documented and further highlighted upon check-in, so that all staff are aware of the profile of the guest and anticipate all their needs. These comments are further enforced during a typical 15-minute "stand-up" (a pre-shift run through of the day’s status, events, information and VIPs). A proper handling of these comments ensures that all staff has the same information and relays a consistent level of information and service to the guest.

However, some of the comments placed on a guest account go far beyond the rudimentary drink and pillow preferences, and instead highlight details pertaining to a specific incident during their previous stay or an extreme requirement that must be attended to when a guest checks in, or an alert about unorthodox behavior or a previous complaint placed by the guest.

Below is a glimpse of some comments that have graced guests' accounts over my years as part of the front desk team, and how we handled them.

more ›