front desk problem how will you handle this. Guest arrives at the front des at 2.00 pm He called the day b4

Question

for reservations byt was very disappointed when he was told that he is not included in the reservation lest . the hotel is full and he cannot be accommodate. he was so mad to a point of making a scandal? what should be the best solutions ?

guys thank you very much.. it was awosome answer.

Answer 1

I used to be a hotel manager. It is very common that hotel overbook because a lot of times many guests do not show up. Events like the one you described do happen though, and I have been in those situations and this is how I handled situations like those (Assuming he guaranteed with a credit card. If he didn't, then he has no real claim to a room):

First off I would apologize to the guest and give him a gift voucher for a suite on his next stay (the whole cost on us).

Then I would call the nearest comparable hotel (one similar to ours) and book him a room there. We would pay room, tax, and one phone call.

I would have one of the employees use the hotel shuttle to take him to his new hotel.

When he came back for his next visit (on us, of course) I would have prepared in his room a "priority basket" filled with mineral water, soda, fruit, and snacks.

Answer 2

Well, who made the reservation? Was a credit card number taken and used for the reservation? Confirm with the agent / staff person that took the call and did not make the reservation. This is a disciplinary situation for that staff member. Hotels/ timeshare depend on confirmed reservations. The reservation holds a room at your establishment. You may have to comp something except a fully paid room. Or provide a room at a discount to please the guest. Also the guest may be trying to defraud you! This has happened to me. Check everything out before you make a determination.

Answer 3

apologise sincerely and admit that the hotel screwed up ( guests love hearing that as opposed to an apology without any explanation).take down his particulars then sit him down at the hotel lounge with a complimentary drink while you help him make another reservation at another hotel. use the particulars you obtained to sent an apology letter for the inconvenienced cause and offer him a complimentary stay at the hotel. it's all about customer recovery.

Answer 4

Hello. its not my profession, but i happen to know a little. this is what I would do...
1. there have to be a couple of rooms which are "unchecked" or with minor electrical fault or something, try to accomodate him there.
2. be very very polite. you dont want the ratings or whatever they call them now, of your department to fall, and you dont wnat to be held responsible for them
3. try to check him into another hotel??
4. ALWAYS take the extra effort. a cousin of mine is a hotel executive. she has reached astronomical heights i n the short span of one year. she is always smiling, helpful, works the longest hours.
all the best. dont get upset even when a guest is rude.
its also always gud to be in the good books of your director and HRD and general manager, so inspite of ur efforts, if a misshap occurs, they know you are not to blame.
cheer up...

Answer 5

Get someone to take him to the lounge and sit him down with a coffee on the house. Then as a courtesy measure, call around any other local hotels to see if they have a vacancy. Organise a taxi to take him there.

The chances are he will come back to the original hotel next time he is in town as he will have great memories of the way he was treated.

Answer 6

if he called the day before, and was told he could reserve a room,,,, then its the hotels responsibility to provide him a similar room at similar charge,,,,, if none are available, find him one at a close motel/hotel