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... and oddly I don't really care... I will be sad to lose my PTO balance (which is right now at just over 1 week), but with how much it has sucked these last couple of weeks even that might not be that big of a price for what I finally did...
So a hotel we have is running a 4th of July special... with limited availability, only whoopsie is that they forgot to put on their website that it was limited availability (beyond of course there having to be rooms at the hotel, that much is implied), so guests are (rightfully so) believing that as long as they ask for this special they will be able to get the rate (after all there is nothing to indicate otherwise unless I tell them the hotel is sold out). Add to this the general air of laziness among our hotel employees of laziness (i've had it where even though the person point blank told the front desk employee that they needed to speak to someone actually at the hotel for a housing restricted reservation who is still transferred, that goes beyond incompetence and passes into laziness). Even being nice I would say our hotel employees are incompetent and not lazy, but a lot of that is willingly so. Really, there is no reason that you shouldn't know what your housing restricted rates are... or for that matter there is no reason you shouldn't immediately know who I am when I identify my department... it terrifies me that some of our hotels transfer calls without knowing where they are going.
anyway, I should get on with what I did, below I will summarize the barrier form I sent
market- foxtrot
name- smileyeagle
sine- xxxx
tm- svv
hotel- arbxx
check-in date- 07/04/2008
rate requested- $69
rate booked- N/A
confirmation made?- no
confirmation- n/a
call transferred to hotel?- no
if yes, was transfer to specific person?- no
comments- guest called in asking for the 4th of July Special. Herman shows zero availability on this rate. Guest is stating that the hotel's website makes no mention of limited availability or limited time offer. I did not have time to check the website, but considering just how incompetent our hotels have been recently I wouldn't be surprised to find out he is telling the truth. Also while we are talking about this hotel I should point out that they are asking the impossible of us. They want us to keep a credible presence and tell guests that we are in-house yet they keep telling us to tell guests to call back to speak to in house reservations for housing restricted rates rather than a MOD, can you please explain to them that they can't have it both ways we can't be both in house and refer people to in house. Thank you.
now, not only was I incredibly unprofessional on my barrier form, I also admitted to the guest that I was in fact not in house and even transferred them to guest relations which is another thing I'm not supposed to do when the call is transferred from a hotel.
So a hotel we have is running a 4th of July special... with limited availability, only whoopsie is that they forgot to put on their website that it was limited availability (beyond of course there having to be rooms at the hotel, that much is implied), so guests are (rightfully so) believing that as long as they ask for this special they will be able to get the rate (after all there is nothing to indicate otherwise unless I tell them the hotel is sold out). Add to this the general air of laziness among our hotel employees of laziness (i've had it where even though the person point blank told the front desk employee that they needed to speak to someone actually at the hotel for a housing restricted reservation who is still transferred, that goes beyond incompetence and passes into laziness). Even being nice I would say our hotel employees are incompetent and not lazy, but a lot of that is willingly so. Really, there is no reason that you shouldn't know what your housing restricted rates are... or for that matter there is no reason you shouldn't immediately know who I am when I identify my department... it terrifies me that some of our hotels transfer calls without knowing where they are going.
anyway, I should get on with what I did, below I will summarize the barrier form I sent
market- foxtrot
name- smileyeagle
sine- xxxx
tm- svv
hotel- arbxx
check-in date- 07/04/2008
rate requested- $69
rate booked- N/A
confirmation made?- no
confirmation- n/a
call transferred to hotel?- no
if yes, was transfer to specific person?- no
comments- guest called in asking for the 4th of July Special. Herman shows zero availability on this rate. Guest is stating that the hotel's website makes no mention of limited availability or limited time offer. I did not have time to check the website, but considering just how incompetent our hotels have been recently I wouldn't be surprised to find out he is telling the truth. Also while we are talking about this hotel I should point out that they are asking the impossible of us. They want us to keep a credible presence and tell guests that we are in-house yet they keep telling us to tell guests to call back to speak to in house reservations for housing restricted rates rather than a MOD, can you please explain to them that they can't have it both ways we can't be both in house and refer people to in house. Thank you.
now, not only was I incredibly unprofessional on my barrier form, I also admitted to the guest that I was in fact not in house and even transferred them to guest relations which is another thing I'm not supposed to do when the call is transferred from a hotel.
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