Guest Service as an employee

In the other article I did mention that I already have experience on both sides of the counter. So I want to make sure to let you know now about the other side. I worked a long time as a receptionist in a hotel of a big theme park.

I am aware, it is expensive to come there with your children, and they promise big dreams and wishes to come true. So the expectations are very high, and the barrier between a reasonable and non reasonable matter doesn’t clearly show up. There are times, when there are big and huge problems (for what reason ever) and the employees really do the best they can to solve the problem and rescue the vacation. But there are those guests who just take advantage on it, who knows how it works, they know which button to push just to get something for free. Those people just really get my deep and honest compassion. I just can repeat myself, I am aware of the high prices. And there are those big dreams, especially of the small guests, which should come true.

But sometimes you know, there are those kind of problems, no human has any influence on it, I think of the weather or the machines, which from time to time just fall out. For the second one sometimes I really ask myself, what people do prefer, that we do care about their security or that for any price in the world they have a two minute’s enjoyment and probably than they might have to fight with a lifelong taking problem. Oh not to forget those people, who sue against the society for “their right” in that case. So next time, you cannot ride the ride due to technical problems, think about it first, before you go to complain…Sorry, I don’t want to be mean, but fact is, it is a kind of a company, a factory, let those people do their work there, they know what they are doing. If you let them do it, you will be able to enjoy those parks for a looong time ahead. So think more of the next 50 years than those two minutes in now.

So for you to be able to get into the role of these employees, I would like to share this with you. It’s a sort of a statement. A person, I do not know, once wrote a similar one, and I have to say, this person knew what he/she wrote about. So here I am with my version:

“I am a receptionist. I do have an exact and credible preview for the weather during your stay. I did know that you arrive today though you made and confirmed the stay for the date four weeks ago. And though we are 100% fully booked, I quickly build and arranged a room for you. I know that you wanted to have a king size bed and I build it 1cm longer, because that’s the way you like it. Of course the room has a view to the seaside and I managed that the wind, which normally is there about noon, will forego your balcony during your stay. I do speak fluently German, Dutch, English, French, Spanish, Italian, Swahili, Japanese, Mandarin, Russian, Slovakian and actually just the language you are talking. I did make the reservation for a restaurant of your personal choice already two weeks ago. And although it used to be booked months ahead, this wasn’t a big deal.

Though 20 people are waiting in the row, you sure can come first, you don’t have to wait. Your questions and problems are done in less than five minutes, no matter what your concern is, and of course I do have a fast solution to your private trouble at your house at home.

I know exactly what you took out of your minibar and what not, and of course you did not watch the pay tv although it is on your bill.
I do take full responsibility for the weather which does not match your expectation. And it was my personal fault, that there was this accident on the highway on your way to the hotel and that you arrived 45 minutes later than it would have been necessary.

And though it was definitely written on our homepage that the spa- and swimming pool area will be closed due to annually maintenance, is this as well our fault and you get a 20% reduction on the already special offer. I knew in advance that you have to leave the city two hours earlier then previewed and of course I did arrange a taxi and I did change your flight reservation though it was one of those non refundable and non changeable offers.

I am a receptionist. I graduated in psychology and in a hotel management school. I am a mentalist, I am able to check in and out, to balance bills, to settle a dispute, to answer 13 different questions in 4 different languages, to take a reservation on the telephone, and all that at the same time. I am in for the early, late and night shift. I live my life to turn around yours in a short time about 180 degrees, and to get happiness and fortune for the rest of your life. No, not once at your whole stay you have to use your brain, you are on vacation…”

Okay, I am aware that this statement might be provocative and some details might be exaggerated. I decided to use this way to describe the “problem guest”. Believe it or not, after ten years of being a student in all the different departments and then working as a receptionist, Guest service agent and as a concierge in the US, France and Germany, I did experience some really weird situations. And even if you think now, well yeah sure, that was one situation, this happens once every decade, I am telling you: No. This happens, right now, this moment you are reading these lines, it happens again. Again and again. There are those people who are arriving four weeks too soon or too late. There are those people, who are disturbed by the wind on their balcony, and they are seriously expecting you to do something, of course they are not willing to change rooms.

I am trying to throw light on both sides, and where there is light, there is always a shadow. Please do not mistake me, I still believe that a job in the customer service (especially in the hotel) is one of my callings. I am really happy and enjoy those memories about the nice and sometimes funny situations. Those moments, when there was a real problem, and where my support was needed and gratefully taken. But I also have to say, that there was a kind of book (it’s probably still available), where it was described how and about what you have to complain to get stuff for free. What shall I say, I do not like it. So I made it to my business to show up those situations and show the two different sides. Hoping that this parasite behavior will be seen as what it is and making people think of it. I am no fool, I will not get all of them, but if in two of five cases people are thinking about it and behave differently, I already did a good job.

So I hope, I made you curious about it. Be excited about my book with more details and fun stories, very soon…