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...and we aren't even open yet! I really hope I don't have to check this one in.
Bit of background: we do not hard block rooms. A "hard block" is where we assign a specific room number to a reservation vs. a "soft block" where only the room type is assigned. For some large groups that want to stay together Group Sales may hard block in that case, but we won't do it for individual guests. It just mucks things up. Just trust me on that. No hard blocks; that is something the bosses are very firm on. It's almost impossible to do anyway, since with our soft opening we only have about 50 rooms we actually have ready to rent (out of 200) and the bookings are filling those up.
Reservations took a call from a guest who promptly stated "I don't do reservations agents. Get me a manager."
So Corporate Boss Lady, who is still with us to open the resort, took the call.
SC: "I need to book [specific room number]."
BL: "I can put in a request, but we don't pre-assign room numbers."
SC: "You better put me in that room. I've been in that room the past three years. The other owners did it for me. I'm handicapped."
BL: "Oh, is that an ADA room?"
SC: "No, but I need that room."
BL: "Well, what specifically about that room is so special?"
SC: "It has two queen beds and is near the elevator."
BL then segues into her spiel about our all-new beds and other amenities, and feels like she has SC eating out of her hand.
BL: "Okay, so you need a room with two queen beds near an elevator?"
SC: "I need [specific room number]. Don't disappoint me." *click*
So BL is fuming. She really doesn't want to give SC that room now. She told us all in our first front desk "bootcamp" meeting about SC. When we went on our property tour, we decided to see if that room was even ready to be rented.
It was...and was occupied by one of the staff who was brought-in from out of town, and will not be leaving until after SC is set to arrive. BL was pleased at this and may have let out a bit of a cackle.
I think I'm going to like BL and the rest of management.
Bonus tidbit
The front desk will be allowed to select one guest to receive a "random act of kindness" each day, whether it be an upgrade or a basket of cookies or whatever. This will be determined based on the nice guests who we feel deserve it. As BL said, "We want to reward guests for good behavior and not be enablers of bad behavior."
I'm really going to love working here.
Bit of background: we do not hard block rooms. A "hard block" is where we assign a specific room number to a reservation vs. a "soft block" where only the room type is assigned. For some large groups that want to stay together Group Sales may hard block in that case, but we won't do it for individual guests. It just mucks things up. Just trust me on that. No hard blocks; that is something the bosses are very firm on. It's almost impossible to do anyway, since with our soft opening we only have about 50 rooms we actually have ready to rent (out of 200) and the bookings are filling those up.
Reservations took a call from a guest who promptly stated "I don't do reservations agents. Get me a manager."
So Corporate Boss Lady, who is still with us to open the resort, took the call.
SC: "I need to book [specific room number]."
BL: "I can put in a request, but we don't pre-assign room numbers."
SC: "You better put me in that room. I've been in that room the past three years. The other owners did it for me. I'm handicapped."
BL: "Oh, is that an ADA room?"
SC: "No, but I need that room."
BL: "Well, what specifically about that room is so special?"
SC: "It has two queen beds and is near the elevator."
BL then segues into her spiel about our all-new beds and other amenities, and feels like she has SC eating out of her hand.
BL: "Okay, so you need a room with two queen beds near an elevator?"
SC: "I need [specific room number]. Don't disappoint me." *click*
So BL is fuming. She really doesn't want to give SC that room now. She told us all in our first front desk "bootcamp" meeting about SC. When we went on our property tour, we decided to see if that room was even ready to be rented.
It was...and was occupied by one of the staff who was brought-in from out of town, and will not be leaving until after SC is set to arrive. BL was pleased at this and may have let out a bit of a cackle.
I think I'm going to like BL and the rest of management.
Bonus tidbit
The front desk will be allowed to select one guest to receive a "random act of kindness" each day, whether it be an upgrade or a basket of cookies or whatever. This will be determined based on the nice guests who we feel deserve it. As BL said, "We want to reward guests for good behavior and not be enablers of bad behavior."
I'm really going to love working here.
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