Tag: Behind The Front Desk

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

August 21, 2014 at 11:26 AM | by | Comments (0)

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.

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