WEEK 20

[03.02.18 - 03.08.18]

Activities, duties performed and accomplishments during the week

This week was a little different from any other week. We were busier over the weekend than we were on weekdays. This is due to the fact that a big group booked all the rooms in the hotel for their convention. As such, the main duties I performed this week was just to oversee that the rooms have been properly blocked and to ensure that we do not end up taking any more reservations since we could not afford to oversell.

Challenges or difficulties encountered and how you are dealing or have dealt with the situation

One major challenge this week was the actual group itself. All the guests over the weekend were here for a Narcotics Anonymous convention, which means they are all recovering addicts. They were very difficult to deal with since most of them would get aggressive easily. It was also difficult because a lot of the guests preferred to stay in rooms with two double beds, rather than just one king. We were very limited in this type of room since we reserved them for those who have guaranteed doubles. To deal with the situation, we offered the guests who were unable to get the room with two beds a room with a king sized bed with a sofa bed or to add a rollaway bed without any charge. For the guests who still did not agree, we allowed them to cancel their reservation

Notes, observations or insights on things you have learned this week

One observation I had this week is that guests will always try to complain about something that is out of our control just to get freebies.

List any pleasant or unpleasant experiences that occurred this week

An experience I had to prove my observation was when a guest had a guaranteed king in his reservation but then suddenly changed his request to doubles when he was checking in. I told him that we did not have any more doubles available and that the remaining rooms were for guests who have guaranteed doubles. I even explained that he had a guaranteed king so he really has to get a king for the stay. Guest finally agreed to stay in a room with a king bed. However, upon checking out, he demanded that he should not pay for the entire two night stay due to the inconvenience of him not getting a room with two beds. Once again, we explained the situation as to why he could not get one. Guest left but said he will be writing an email to the hotel.

WEEK 20

[03.02.18 - 03.08.18]

Activities, duties performed and accomplishments during the week

This week was a little different from any other week. We were busier over the weekend than we were on weekdays. This is due to the fact that a big group booked all the rooms in the hotel for their convention. As such, the main duties I performed this week was just to oversee that the rooms have been properly blocked and to ensure that we do not end up taking any more reservations since we could not afford to oversell.

Challenges or difficulties encountered and how you are dealing or have dealt with the situation

One major challenge this week was the actual group itself. All the guests over the weekend were here for a Narcotics Anonymous convention, which means they are all recovering addicts. They were very difficult to deal with since most of them would get aggressive easily. It was also difficult because a lot of the guests preferred to stay in rooms with two double beds, rather than just one king. We were very limited in this type of room since we reserved them for those who have guaranteed doubles. To deal with the situation, we offered the guests who were unable to get the room with two beds a room with a king sized bed with a sofa bed or to add a rollaway bed without any charge. For the guests who still did not agree, we allowed them to cancel their reservation

Notes, observations or insights on things you have learned this week

One observation I had this week is that guests will always try to complain about something that is out of our control just to get freebies.

List any pleasant or unpleasant experiences that occurred this week

An experience I had to prove my observation was when a guest had a guaranteed king in his reservation but then suddenly changed his request to doubles when he was checking in. I told him that we did not have any more doubles available and that the remaining rooms were for guests who have guaranteed doubles. I even explained that he had a guaranteed king so he really has to get a king for the stay. Guest finally agreed to stay in a room with a king bed. However, upon checking out, he demanded that he should not pay for the entire two night stay due to the inconvenience of him not getting a room with two beds. Once again, we explained the situation as to why he could not get one. Guest left but said he will be writing an email to the hotel.