It's amazing how one small problem, when not handled properly, can snowball. We had a guest staying with us this last weekend and he called today wanting to speak to a manager. Well my manager took the call and then shared this with us as a learning experience.
Apparently the guest checked in later in the evening and when he got to his room it was still dirty from the previous guest. He stated that he understood that mistakes happen but it was how the situation was handled that really got to him. He stated that when he came back to the front desk to get a different room the agent made him feel like he "had done something wrong" and "acted like it was a hassle" to get him a different room. Because this guest's stay started off on the wrong foot, every little thing that happened during his stay bothered him. As an example, the guest ordered room service the next morning and the server forgot to bring the strawberry jelly that he had requested. She did run back to get it though. He said normally this wouldn't have bothered him but since the previous night was still fresh in his mind, it turned into a big deal for him.
So basically the lesson was that if every single employee doesn't do their best to take of our guests, then we won't have any! This guest said he certainly won't return and I'm sure that he will tell everyone he knows about his bad experience. With the economy the way it is right now we can't afford to lose even one guest!
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