I try to offer other times, other days, the waitlist, the lounge/bar area. Nothing is ever good enough. I, then end up having to tell them they should call at least 2 weeks in advance to get an ideal time and then they are upset when they hear that.
It's unfair for me to move someone else's reservation (who actually thought to make a reservation far in advance) but I still have to deal with angry guests and lousy feedback.
2007-02-12 11:40:57 · 8 answers · asked by Jakarta Worker 6 in Dining Out ➔ Other - Dining Out
There are three great answers here. I might also add two things. I usually take the guest's name for a cancelation waitlist and ask them for a range of times that they might find acceptable. I promise to call them if I get a cancellation in their time frame. I can't tell you how many people I have turned into great customers just from getting them in this way. Besides your boss doesn't was that table to remain empty and you may as well fill it with someone who has made the effort to reserve instead of a random walk-in.
In every case, though, I thank them for considering our restaurant and encourage them to try us another time. Remember, these guys have a gazillion choices out there and you want them to remember yours in a positive light.
I never cave in to their insistance that they be "squeezed" in at the expense of other reservations that I intend to honor on time. Never be intimidated by the "I know the owner" line. If they DO know the owner, they can call him/her and have the owner decide how important it would be to screw up another reservation in order to accommodate the pushy person.
2007-02-13 19:00:14 · answer #1 · answered by DANIEL R T 2 · 1⤊ 0⤋
Welcome to the wonderful world of customer service. You are really doing everything that you should be expected to do, and more. You have to remember that you cannot take any of the complaints personally, some people just want the world to be their way, and only their way.
The world does not, under everyday circumstances, work that way. If guests just will not back down and keep complaining, nicely offer to have them speak to the manager. Talk to you manager about this happening, before it happens again, so that you will both be on the same page.
If you are following the regulations of your workplace your supervisors should back you up 100%. Concentrate on all the great customer feedback you are getting from the majority of people that you help.
I have worked in customer/guest service based positions before, and have received great feedback and lousy feedback concerning the exact same situation involving several people. It is all relative after all. Most bosses will realize that you are not really treating anyone with disrespect, they are just more needy and "whiney" than usual.
When you know that you have offered the guest the best solutions possible, even though they caused the problem by not making reservations in advance; you can walk away with a clear conscious. Good luck and have a good day.
2007-02-12 20:16:33 · answer #2 · answered by Sue F 7 · 1⤊ 0⤋
First things first, you can never make everyone happy and you will always have people who call in who will not be nice or will get upset.
Am I correct in assuming that you are not the owner of the dining extablishment? Giving good customer service is not able always trying to bend over for your customers. Its about establishing a medium in which your guests understand that you care about their needs and wants but that there are some things that you simply can't handle. Simply saying "sorry, we have no opening at 8pm, how about 8:45?" is not the right thing." Guests can't propose to their girlfriend on saturday rather then friday. They can't change their movie times or meeting times according to your openings.
Your place should do this: Always keep 10% to 20% of your tables for covers that will not be reserved through your reservations. When you are booked solid for an evening, ask your dissapointed guests to consider being a walk-in
Suggest they try to come in as a walk in. And instruct your reservations staff (host, GM, floor mgrs, etc) to always stay on top of the open tables.
Also, when guests are making reservations, ask them to call the restaurant if they will not be making their reservation or need to make changes to their reservations (cancellations, time, # of people, etc) most importantly cancellations. Ask the denied guest to either be a walk in or call the morning of the day of the reservation.
2007-02-12 21:05:45 · answer #3 · answered by phillyboy 2 · 2⤊ 0⤋
You are doing all you can by offering alternatives. I've been on the receiving end of the bad news, and while the anger seems to be directed at you, they are likely more upset and possibly embarrassed that they didn't take care of the arrangements sooner.
Just say that you are so sorry that you cannot accommodate them at the time they would have preferred, but will do everything you can to assist.
And above all - never take it personally, and remember that it may be the 50th time you've dealt with someone who is upset, but it is their first time dealing with you - and impression counts. If you are nasty, they are not likely to try to call again at another date with your thoughtful advice in mind!
Good luck!
2007-02-12 19:51:55 · answer #4 · answered by lisa_tilton 3 · 2⤊ 0⤋
Well, as long as you are courteous and explain to them the situation, there really is not much else you could do. If they are distraut and upset about, have them talk to the manager, he may be able to calm them down, or find a situable answer for them. You're doing a good job being patient with them.
2007-02-12 19:51:07 · answer #5 · answered by JJ 3 · 1⤊ 0⤋
Ask them to wait a minute and transfer them to your manager or who ever knows how to deal with a situation like that so you won't get upset at this person.
2007-02-13 10:21:23 · answer #6 · answered by Roxas of Organization 13 7 · 0⤊ 0⤋
Be courteous and Polite
2007-02-17 03:54:45 · answer #7 · answered by varaprasad143 2 · 0⤊ 0⤋
just be nice and try for another hotel
2007-02-14 10:23:05 · answer #8 · answered by jerry 7 · 0⤊ 0⤋