Anonymous Front Desk Agent – 10-11-2022: “So we are sold out tonight and had a man come in asking for a room and I proceed to tell him I have no availability, and then the famous line comes: But, I’m a silver member. SIR WE DO NOT HAVE ANY ROOMS. 🤦♀️ What do you want me to do build you one cause you’re a silver member smh”
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My Reaction: It can be difficult to understand how some brand members can feel like they need be treated differently, or better than other brand members who have a lower status level. Especially when you see those members trying to use their status to flex it, and possibly leverage some perks.
Yet, in hospitality, the big picture desire should be for all of us to make our guests feel special when they are with us, and give them positive things to remember. In this scenario, it’s important to make the best effort to help the guest feel special. After the guest lets you know their a silver member, with a big smile, you can say something like, “Sir or Ma’am, if you don’t mind waiting a few moments, I can check a few things for you, just to make sure.” Then, go ahead and check your computer PMS one more time, and scan all of the rooms to make sure they’re truly unavailable. After that, take a look at your reservations that haven’t arrived yet, verify if the payments or pre-authorizations have been approved or declined. If you have a reservation with a declined payment or pre-auth, take a few minutes to give those guests a phone call to confirm their arrival. They may mention that they want to cancel, or they may not even answer the phone call. At that point, you can make a judgement call, cancelling their reservation, and extending the room to your silver member. Either way, even if it doesn’t work, many guests in this situation will appreciate your effort.
If you’re super busy, and the front desk has a big line, it’s totally understandable to let them know, “sorry sir or ma’am”, but otherwise, it’s always good to try to go the extra mile for them.