[02.23.18 - 03.01.18]
Activities, duties performed and accomplishments during the week
The main duties and activities I performed this week were the usual check ins, check outs and reports. However, this week, I was able to tour a few guests around the hotel for the first time to help out the Sales department. These guests were thinking about doing a room block for their wedding in July. Nobody from Sales could tour them since they came on a Sunday. During the tour, I had to show them the possible venues for a brunch as well as actual guest rooms.
Challenges or difficulties encountered and how you are dealing or have dealt with the situation
One of the difficulties I encountered this week was the indoor pool having to be closed off on the weekend. While the hotel targets businessmen on weekdays, our target market for weekends are families. Families come to the hotel on weekends mainly for the indoor pool especially during the winter season. Needless to say, a lot of families were disappointed after finding out about the pool. However, we actually gave them an option to cancel their reservation without any charge, even if there is a 48-hr cancellation policy. This way, we could prevent any complaints from guests.
Notes, observations or insights on things you have learned this week
An insight I learned this week is that preventive maintenance is essential to the industry. I learned this through the whole pool situation. Instead of checking the guests in for the weekend then have them complain about it and ask for compensation, we decided to allow them to cancel their reservation without any penalty.
List any pleasant or unpleasant experiences that occurred this week
An unpleasant experience this week was when a guest was already informed about the pool being closed upon checking in but she still found a way to complain about it the next day and ask for a discount for her entire stay.
Other Comments and observations or suggestions
I would suggest for the company to send out emails regarding the pool situation right away instead of waiting for the guest to physically come in then tell them right before they check in. This way, the guests do not need to waste any time coming to the hotel.