| Hotel Management should always make sure that | | | | take a reservation. Just think how much revenue is |
| their staff is properly trained. A properly trained Front | | | | lost because the Agent did not know how to SELL |
| Desk Agent is key to the success of the hotel. | | | | the reservation. If they are taking the time to call |
| A customer may deal with a hair in the bathroom or | | | | you to inquire, book those babies no matter what. |
| bad food in the restaurant, but if the service is | | | | The caller will hang up and book the next hotel who |
| friendly, attentive and courteous, then they will | | | | was smarter and got the sale. |
| continue to stay at your hotel. Apologize for the hair, | | | | Take this week and take 5 or 10 minutes with each |
| do turn down service and leave them a fruit basket | | | | Agent. Tell them what you do and why you do it. |
| or something nice, and comp the food that they | | | | Talk to them about your accounts and upcoming |
| didn't like. " | | | | groups that are coming in. Give them a story or two. |
| Put him/her on your hot sheet and check for | | | | I know it will help. |
| upcoming reservations with this guest. If you don't | | | | Ask if they have seen the rooms and banquet space. |
| see any return visits, get someone to call to see | | | | Take them into the Sales Office and introduce them |
| what's up. Can you imagine the impact of that? | | | | to everyone and tell them their purpose. |
| I guarantee that they will be back and with less | | | | Give them the tools and knowledge to do a good |
| complaints. Guests hate their complaints being ignored. | | | | job. |
| Sometimes you will have to give money back but in | | | | My recommendation .....take a good look at your |
| the long run, it will make more profit. Now of course | | | | Front Desk Agents. Talk to them and find out what |
| there are abusers out there so use your best | | | | they need, and more importantly, what they know |
| judgment. But always remember - Service is very | | | | about the hotels practices and procedures. Take the |
| important. | | | | time and your hotel will reap the benefits. |
| Front Desk Agents should be fully trained on how to | | | | |