Tag: Hotel Front DesksView All Tags
There's a lot going on in this room but are the basics all there?
Some of the most imaginative hotels in terms of design and service offering are being developed around the world. From underwater hotels to treetop hideaways, new properties are pushing the boundaries of what a typical hotel experience should feel like.
Although these hotels are innovative in their delivery of service and product, there are still some "basic" requirements that all hotels should have to make their experiences both welcoming and comforting to guests.
He's told us how to effectively complain to the front desk and how to book a hotel room like a boss. Now our former front desk manager has returned with some helpful advice for a traumatic experience--getting walked at a hotel.
Missed flight. Second missed flight. Five-hour layover. Raining. No taxis. You finally get to the hotel 12 hrs later only to hear this:
" Good evening and welcome. Unfortunately we are unable to honor your reservation at this time however we have…"
With the words slowly fading away, you see yourself follow the typical signs of grief: denial, anger, bargaining etc. Why did this happen? Why did it happen to you? Why today? These are completely understandable questions that go through every guest’s mind when their reservation is not honored at a hotel, more commonly referred to as "being walked."
Below you will find a complete guide to the "Walk" process--from how hotels manage their revenue/reservation management system to the planning that goes into place on a sold-out day, to what you as a guest should expect when you are walked and finally, how to ensure (or at least try) it does not happen again.
He's told us how to book a hotel room like a boss and he's given a behind-the-scenes explanation for a common room problem but now our former front desk manager is back with the most important advice of all--how to effectively complain to the front desk when things don't go your way.
"Can you please arrange a wake up call for me?" Check. "Can you please have someone pick up my laundry?" Check. "Can you please have someone service my room?" Check. "Why is my TV not working?" It will be fixed, check.
The front desk is truly the heartbeat of any hotel. That is not to say that the other departments aren’t equally important, like housekeeping and engineering, which really are some of the hardest working departments in a hotel but, the front desk serves as the main go-to point for every single issue, good or bad, for all hotels.
The true mavericks of this department are the front desk agents, the tireless staff who are the face of the hotel and constantly get called upon to do every single task, whether it is within their job description or not. They ensure that no matter what problem, what concerning department, who the last staff member spoken to, the guest’s issue will be sorted out through one point of contact, them.
Here are some Do's and Don'ts for effectively complaining to the front desk: