For a few years I worked for a large hotel company, our property was usually considered top in the city.
I work at both the front office and housekeeping, so I have seen my fair share of complaints and how they are changed into compliments.
Here are a few tips and maybe a few slightly dodgy tips to get ahead.
1.Hotels recognize frequent guests, even if you don't care about the honors program, it will get your name in the system that you stayed at Hyatt 10 times in the last year or Hilton 12 times, whatever the case. If you have stayed at the hotel before or chain, even if you know you did not sign up, ask them "Do you have my points number, I stayed at such and such property"
2.Put your requests in the system. If you really want or need a non-smoking room, tell them you are allergic to smoke. That way if you are placed in a smoking room, you will have a big leg up to get some relief. The same goes for chemical smells.
3.Go straight to the manager, always. Front Office Agents are trained to say sorry, and smile. If you are angry about something, why yell at the entry level staff? Yell at the Manager.
If you bring up something with the manager, it will most likely go in his/her daily report and maybe in your guest file, so anything else will be viewed form that(ie more chance of free service or upgrades).
4.Take names!! If you speak to someone, write down their name so you can say "Steve the manager said..."
5.If you request something(toothpaste, pen, etc) Most hotels say it should be sent up in less then 15 minutes, if its 16 well that's up to you but if its 30+ minutes, they forgot about you and that's not acceptable, bring it up.
It takes around 6 dollars to attract a new guest for every 1 dollar to retain an existing guest, its in their interest to make you happy, use that to your advantage.
Remember, your at a hotel...They are supposed to "take care" of your needs, so if you have some issues with your room, the hotel, the facilities, guest service, take it up to the manager.
No comments:
Post a Comment