Rooms
Where are my regency suites mainly located? & What type of Regency Suites are we limited on?
41s & 42s. Limited on Regency Suite Kings. We advertise the Regency Suites online as Doubles. Kings are based off availability.
You charged me more than I was supposed to be paying.
Hit them with all the facts. Okay, it looks like I have you staying on a $179.00 per night before taxes. Upon check in you were authorized for the Room and taxes along with the $75.00 per night incidentals.
Microwave Availability.
Lobby Area. 24/7 Hours Access. Microwaves are on a first come first serve basis.
(Guest is trying to check in, however they do not have their name into the reservations.) WHAT DO YOU MEAN YOU CANT CHECK ME IN? THAT'S MY HUSBAND. WE HAVE THE SAME LAST NAME.
We apologize for the inconveniences, however since your name is not in the reservations we cannot check you in without any authorizations. If you can get in contact with Mr. Karen we can verify some information and get your name added to the reservations.
Which rooms offer queen beds? What size bed is our double beds, pull out sofas & and roll away beds?
We only have three queen deluxes. Rm. 3003, 3013 and 3023. Double beds is full size beds. Pull out sofas are queen beds and roll away beds are closed to twin beds.
I was supposed to be tax exempt, why was I charged for Taxes.
We apologize for that, you may not have turned in a tax exempt form. If you would like, I can send you one quickly, if you don't mind sending it back so we can correct that for you.
Wake Up Calls
Please stay on the line with the guest and let them know, "Let me pull up your reservations for you." While your pulling up the reservations, go to traces and Traces to Front Office. And set up the wake up call. Write it down on the sheet.
(The company or someone did not pay for this guest's stay) WHAT DO YOU MEAN MY STAY IS NOT COVER FOR, MY COMPANY/BOSS IS PAYING FOR MY STAY IM NOT PAYING.
(Prior to letting them know it's not been paid for, please check eSertify or your emails before saying No. That way the guest knows that you are trying your best to accommodate and check with MoD. If nothing was found: ) I apologize, we checked out all of our resources and unfortunately it's not been paid for. If you can get in contact with them we can send in a credit card authorization form. (Please get an MOD approval prior to sending a SAME DAY CC auth form).
NO! The amount that the guest paid does not reflect with the receipt that is provided.
I would like three beds in the room. Which room types can accommodate this?
Our main room would be the corner room double beds. Which can accommodate three beds maximum. Regency Suites would be able to accommodate four beds. (2 double beds in the bed room. 1 Pull out sofa and 1 roll away bed in the parlor) Imperial Suite could accommodate 3 beds. (Assuming its an imperial suite connected to a King. (1 Bed in the bed room and 2 beds, the murphy bed and the roll-away bed)
(Guest is checking out) I did not eat at Lobbibar or Shula's. I did not have valet.
Oh okay, I apologize for that we will have to investigate, in the mean time I will remove it out of your bill. (Check it out as Open folio and PLEASE PLEASE LEAVE A COMMENT ON WHY YOU PUT IT ON OPEN FOLIO)
What is a WeCare and How to place one?
WeCare is any guest issues or incidents that happened so we can follow up. You place it through hotSOS.
(Sold out for any suites and you are checking in a Globalist) WHAT DO YOU MEAN YOU DON'T HAVE ANY SUITES AVAILABLE? I AM A GLOBALIST!!!
We apologize, but this was the best upgrade we have for you currently. Suites are based off availability and unfortunately for this evening we do not have any complimentary suite upgrades.
What authorization rule do you use when you bring down the virtual card?
Window 1 = Authorization Rule 5 Window 2 = Authorization Rule 1
Something bit me, I have red marks on me.
Offer the most sincere apologies to the guest and get them move to another room (Either in the same floor or upgraded room). Offer compensations for the inconveniences and let them know that we will call EcoLab to figure out what kind of bug it was. Compensations can be: Upgraded room, breakfast, points, valet parking or guest satisfaction cards.
Can I please have a copy of my folio?
Of course, do you have the confirmation #, first & last name and the last four digit of the card that was used.
If it's from F&B = Get more information such as Last four digit of the card, First & Last name, the date of the transaction and how much it was.
What are the DON'Ts for Front Desk Etiquette?
Slouching, Hands in pockets. Smacking on gum or piece of item.
(We are sold out the room types that the guest book is not available.) WHAT DO YOU MEAN YOU DON'T HAVE ANYMORE DOUBLE BEDS. I BOOKED THIS IN ADVANCE!
If its a third party: "Unfortunately you book your reservations through a third party and rooms are not guaranteed. We have this room available at this time and can offer you breakfast for two tomorrow. We apologize for any inconveniences.)
If it's not a third party: "We apologize, we did not have you the room type available at this time, however I can get you checked into this room for tonight and offer compensations. We may have this room type available tomorrow for you to move to."
Third party reservation has another reservations, do you merge?
No one did my room today, why is that? Can someone clean the room right now?
Apologize to the guest and let them know housekeeping is upon request and this has should have been asked during check in. Offer to provide towels, any amenities they may need or take their trash out. (Depending if we have a PM housekeeping team, we can clean it.)
Why is there a bunch of charges from you guys?
Please check their reservations in Opera and go to Credit Card ---> Credit Card History. Check all of the authorizations. If the guest was only authorized for a certain amount lets say $75.00 when they checked in and there was a charge for $250.00 from Lobbibar, the system is trying to take more money because they owe us money.
Cell Phone Policies
You cannot have them at the front, if you have to make an emergency call please let the MoD know.
I NEED TO SPEAK TO YOUR MANAGER RIGHT NOW!!!!!!!!!!!
(PLEASE get more information as to why they want to speak to a manager that way we can be ready when. If they are on the phone, get their first and last name and the reason for the call. If they are in front of you, get their room number and ask the reason.) Oh no, what is your room number mam? And what's the reason that you need the manager for? Maybe I could be of assistance.
(Third Party Representative is calling:) Hello, I am calling in regards to a mutual customer. Guest wanted to change the date of the reservations to check in tomorrow instead of today. Can you please change that?
I would not be able to change it on our end, you can cancel the reservation with no penalty and rebook the reservations. (Please get an MOD approval for any cancellations for third parties)