124. "Interesting" Responses from Room Reservation Agents

The following occured during phone audits with various hotels and were heard on playback recordings:


Encounter A

While enquiring about this exclusive property in Maldives, the caller asked about the difference between the water villa and garden villa. The reservation agent first heaved a sigh, then proceeded to explain in a somewhat bored tone, "The water villa is over the waters, and the garden villa is in the garden."

Next, the caller could be heard sounding exasperated, "Yes, I know, but can you tell me more?"

Encounter B

The employee assumed that the 7-year-old child will be sharing the king size bed with the parents. It was only much later when the caller learned that there was an extra charge for a rollaway bed. The caller opted for the bed set-up anyway as that is the preferred arrangement for the family. 

Encounter C

When the caller asked the reservation agent if they could book a hotel car for half-day tour on the second day of their stay, she was referred to contact the concierge directly. An email contact was provided verbally, as well as in the stay confirmation email post-call.

Encounter D

Employee:    During this period, we have a special promotion. 

Caller:          That's great. 

Employee:    Yes.

Caller:           So what's the promotion?

Employee:    If you stay for 4 nights, you can get one night free. Now you are staying only for 3 nights. Would you like to stay for 4 nights?

Caller:            You mean stay 4 nights and I get the 5th night complimentary, or stay 4 nights and just pay for 3?

Employee:       Yes.


Reflective thoughts: Looking at the above encounters, think of a) what the caller is thinking or/and feeling; b) how the situation could be better handled?

Popular posts from this blog

1. The Service Bank Concept

Put simply, it is an analogy of how a service interaction makes you – the guest, client or customer – feel.  Just like your bank account, the feelings experienced can be negative (a withdrawal or minus), neutral (status quo  or zero), or positive (a deposit or plus).  In each and every service interaction, whether a hotel stay or flight experience, a retail or house viewing encounter, a phone reservation or bar experience, there is the bland and disappointing (minus), or the thoughtful and extraordinary (plus). Expected service – even if good, garners a zero in the Service Bank. (e.g. Getting a clean room upon check-in or the restaurant hostess extending a standard   welcome doesn’t count as a service deposit. However, should there be a strand of hair on the bed or if the greeting was done half heartedly without eye contact, these would amount to a withdrawal in the service bank.) To illustrate further, each plus is represented by a heart 💖. The more hearts, the mor...
Read more

132. Post-Stay Surprises

What are some mention-worthy post-stay surprise you have received from a hotel after you have returned home? Here are some of examples: The mailman arrived with a rather large package from this Bangkok hotel: packets of tom yum paste presented in a woven pouch with recipes of the signature tom yam soup. (The guest had ordered this dish on two occasions during the hotel stay.)  Front office manager at a Japanese property emailed the guest to ask if she was feeling better. The guest had a high fever the day prior to checking out and had requested for a doctor. Email greeting from a Thai resort, with a photo of the butlers standing in front of the villa (in which the guest had stayed), holding several hand-drawn signages with messages such as   "We miss you (guest name)",   "Please come back soon", and "Have a lovely day in (country)!" A handwritten thank-you card, signed by various departments. A personalised email greeting on guest's birthday six months...
Read more

134. Small Gesture, Big Impact

At NH Leidseplein Hotel in Amsterdam, guests are offered a coupon for a hot beverage or small glass of wine/cocktail should they decide to skip Housekeeping services for the day.  During the morning check-out, I returned the 3 unused coupons to the receptionist, who then asked if I would like to use it to have some coffee or tea. I thanked him, but informed I just had my cappuccino from the hotel restaurant.  Evan the receptionist then asked, pointing to the coupons:  "Is there anything you'd like with these?" , to which I replied, "What could you offer?"   He then asked what I would like and he would see what he could do. So I told him I was over at the lounge area writing some postcards with my niece and enquired if he could arrange for a plain croissant for her. He smiled and said he would give it a try.  After quickly informing his colleague he was stepping away for a minute, Evan walked to the breakfast restaurant which was just adjacent to t...
Read more