Tag: Front Desk Help

Hotel Front Desk Agent – 11-09-2022:
Guy calls hotel…
Him – Hi I’d like to check availability for this Saturday
Me- We are all sold out for November 12 this coming Saturday
Him- so I’ll just have to book it online then?
Me- We have no rooms available at all so you will not be able to book one online either I’m sorry.
Him – OK guess I will just have to book it online since you don’t want to help me BYE!
*click*
I don’t understand what is so hard for people to comprehend that we are SOLD OUT. We don’t have a random hidden room for “emergency”.

Become a Subscriber to See Full Blog

My Reaction:
It’s definitely frustrating when a guest’s mind is locked in on a specific outcome, and they’re not willing to acknowledge the reality of the situation.
It can be concerning. I’ve known guests in this frame of mind who have actually gone online after I’ve let them know we’re sold out for that night and book a room with us using the wrong arrival and departure date, then call me back to me and ask me to change it to their preferred arrival date. It can be hard when they’re not willing to listen.
It’s best to emphasize the positive, saying something like “I’d be happy to try to book you with us a different arrival date”, or “let me check to see if any properties in our area have availability that night” then refer them to that property. Just as a way to go the extra mile, and try to help them feel cared for.

Become a Subscriber to See Full Blog

A new trend is emerging among front desk staff. They are asking, begging, pleading for a Nationwide Do Not Rent list. These are just from the last few days… Josh, Front Desk, in Pennsylvania: “Seriously someone needs to figure out how to make a global do not rent list work.” 10/31/2022 Lesa, Front Desk, in Texas: “A global DNR list would be great.” 10/31/2022 Myranda, Front Desk, in Idaho: “there’s a global dnr list but it’s expensive” (not us, we’re affordable) 10/31/2022 Cathy, Front Desk, in Texas: “Do you ever wish there was a review site for guests?” 10/28/2022 Amy, Front Desk: “There needs to be a international do not rent list” 10/28/2022 Allie, Front Desk: “I think that every hotel membership should have a guest rating system, the worse of a guest you are the less likely you are to get upgrades, LC/O stuff like that” 10/28/2022

Hotel Supervisor at Front Desk in the area of Reno, NV – 10-18-2022: 
Guest calls front desk:
Me: Front desk, How can I help you?
Guest: I need shampoo and conditioner.
Me: I’ll have some sent up for you. Did you need anything else?
Guest: No, but when?
Me: I’m sorry?
Guest: When will you send them up?
Internally….Oh you know, I was thinking maybe next Tuesday
Me: They’ll be delivered in about 10 minutes ma’am…

Become a Subscriber to See Full Blog

My Reaction: Considering the guest might have actually started taking a shower, they might be wet already, and then realized they were out of shampoo and conditioner, jumped back out and dried off just enough to call the front desk to ask for more, it’s a tough call. When a guest needs something “right now” or ASAP, it’s not always easy for me to imagine the situation the guest is in, or to try to put myself in their shoes, especially if it’s super busy at the front desk.

In this situation, it’s good to have a sticky note pad nearby, write that sticky note for shampoo and conditioner and the room number, and then let the guest know “ma’am, I’ll do my very best to make sure they’re delivered as soon as possible”.

In a property with 50 rooms or less, if it’s a closed lobby, I would probably just deliver the shampoo and conditioner myself.

If there are more than 50 rooms, it’s always good to have at least 2 on staff for the 3-11pm shift, or at least have that one extra person from 3-7pm. The primary 3-11pm person should be very strong at front desk, and the 3-7pm back up person should have basic training at front desk and housekeeping, and should also be strong at houseman/public spaces cleaning duties, as well as light room maintenance, including changing light bulbs, fixing guest room TVs and remotes, and yes…plunging toilets.

The backup person could easily run up and delivery that shampoo and conditioner right away, then the guest is happy and everyone wins. If it’s after 7pm at a smaller property, it’s usually slow enough to deliver it myself.

For larger properties, depending on the property’s location and neighborhood, there are usually night people on staff for maintenance and laundry who can help deliver the goods.

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”

Become a Subscriber to See Full Blog

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.

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

Become a Subscriber to See Full Blog

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.

Actual Discussion, a Hotel GM asks this question on 08-30-2022:
“If a guest stays three nights at your property and then all of a sudden they’re not happy and request a refund, do you consider that legitimate, or would you consider they might be a scammer?”

Replies from Hospitality Professionals From Across the USA:

Become a Subscriber to See Full Blog

Hotel Receptionist: scam
Front Desk Agent: Absolutely not. Depends on the situation that i might just give a percentage off but never full refund.
Front Desk Agent: Scam. Speak up AS SOON as you’re not satisfied. I don’t care if I’m checking you in and you hate what I’m wearing, tell me asap. 🤷🏾‍♀️
Front Desk Agent: My mantra
“if it’s good enough to stay, it’s good enough to pay.”
Front Desk Agent: Looking for a freebie!
Front Desk Agent: Scam
Front Desk Agent: Scammers
Front Desk Agent: Scam
Front Desk Agent: Scammer is my first reaction. Although, it could very well be legit. It begs the question though: if the issue was serious enough to warrant a refund, then why wasn’t it brought to managements – or anyone’s – attention sooner? Perhaps a discount, but a full refund?
Front Desk Agent: Scam
Front Desk Agent: HECK Yes
Housekeeping Manager: Scam
Front Desk Agent: Nope!
Front Desk / Night Auditor: Scam for sure cause if they didn’t say anything on the first night they are just trying to get a free stay
Front Desk Agent: Total scammer they won’t be refunded anything by me.
Cause it’d start with did you tell anyone after you check in? No? Then suck it
Front Desk Agent: No refund
Front Desk Agent: No refund.
Former Front Desk Agent: Definitely a scammer
Operations Manager: I’ve worked for several chains, at every one, if there’s an issue, guests don’t hesitate. I say scam.
Owner and CEO: scam
Front Desk Agent: No refund! We give them like 5% discount but definitely not the refund!
Front Desk Agent: No way scam
Front Desk Agent: Scam
Front Desk Manager: We had a guest stay earlier this year. She was scheduled for 5 nights. The day she checked in, she waited until she had showered, used the toilet (didn’t flush) and the bed and call complaining that her room was “nasty”. We moved her to a different room and gave her a discount. She then demanded all 5 nights be free. No way in bloody hell. And she still stayed all five nights. Flash forward 5 months and she is still arguing with Guest Relations trying to get all 5 nights comped.
Front Desk Agent: I don’t give refunds.
Night Auditor: Both. If they had complained during their it would be a reason for a refund. It’s when they checkout or after they leave then complain and said nothing during their stay then that’s a scammer in my eyes.
Front Desk Manager: If they’ve stayed the whole time then they should have said something so as a manager I would say they are scamming.
Front Desk Agent: Scam
Front Desk Agent: Scammer
Front Desk Manager: I don’t give refunds unless they bring issues to our attention before they check out. We will always do our best to make it right and accommodate them, but if they don’t give us the chance to do so I will not refund.
Front Desk Agent: If it took them 3 nights to determine that they weren’t happy then no refund.
Front Desk Agent: Scammer no refunds .. doesn’t take you 4 days/3 nights to realize you’re not happy where you are.
Front Desk Agent: Refund for one night depending on what happened n y they aren’t happy
Front Desk Agent: Both. How long did they stay? I would refund if they leave right out and charge half if they stayed a few hours.
Front Desk Agent: Scam