Front Desk Agent in the area of Rochester, New York – 10-04-2022My least favorite thing ever is when I’m on the phone, or dealing with an issue with a guest and another (much ruder) guest blurts out the issue they need me to fix, because they feel they’ve been standing there too long or feel their issue is a quick fix that deserves to be fixed first. I will handle whoever I was speaking with first. It doesn’t matter if you have to wait 3 damn minutes for me to start talking to you, I promise your life can spare it. Jeez
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My Reaction: I agree with our front desk agent in New York about that the guest at the front desk shouldn’t be blurting out their need while I’m on the phone. In this situation, I would ask the guest on the phone to hold for a moment. After I mute the phone, I would say to the guest at the front desk something like: “thank you so much for your patience, and I’ll be right with you in just a moment”. After I go back to the guest on the phone, if it’s something that can’t be resolved quickly, I would let them know “I would love to assist you with that, however, can I need to get your phone number and I’ll plan to call you back in just a few minutes, as we have a lot of check ins at the moment”. I would then get their phone number, thank them again, returning to the guest at the front desk, and then call them back right after that.