Doing the Offering a Solution assignment has really got me thinking of other procedures in the resort that could be improved. One big problem that I face on a daily basis at the Front Desk is incorrect room charges. Basically what happens is when a guest eats in a restaurant or signs something to their room, there is a line on the receipt for them to write their room number, their name, and their signature. Well often times the guest will write the wrong room number (it's usually something close, maybe 648 instead of 684) and the servers don't check the name against the room number. So the charge that was supposed to go on 648's bill gets charged to 684's bill. This really becomes a problem at check out when guests are reviewing their bills. If they dispute a charge we have to go in the back and look up the ticket to see if the guest signed it. If the charge belongs to a different guest then we have to transfer the charge. On busy check out days this is a nightmare because it is not a fast process. The easy solution to this is to make the servers verify the name and room number in the system before posting the charge. I don't know why I haven't brought this problem to the outlet manager's attention before but I will definitely do so now.
If you would like to read my Offering a Solution post on Blackboard (which is completely different than this one), click here:
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