[03.23.18 - 03.29.18]
Activities, duties performed and accomplishments during the week
It was pretty slow this week. The main tasks I had to do over the weekend was check-in wedding guests, give them their gift bags and inform them about the shuttle times to the church or venue.
Challenges or difficulties encountered and how you are dealing or have dealt with the situation
The challenges I had to encounter this week was satisfying all the request of the guests from the three different wedding groups we had for the weekend. Most of the guests wanted to be close to the bride, while some wanted to be on certain areas of the hotel, etc. It was pretty difficult considering how high our occupancy was that weekend so I really had to work around it.
Notes, observations or insights on things you have learned this week
One thing I learned this week is that you should always try to accommodate and satisfy the needs of the mother of the bride more than anything. Literally all three mothers from each wedding would freak out on us if something goes wrong with the reservations, the food, the room, etc.
List any pleasant or unpleasant experiences that occurred this week
An unpleasant experience this week was when one mother from a wedding group started screaming at the front desk staff due to the fact that her daughter did not get an executive suite while all the other brides did. We informed her that the suites cost more than the regular rooms. We even told her that the bride herself opt not to pay extra for a suite since she is satisfied with just a regular room. She did not want to hear us out and started screaming at us, asking for an upgrade. However, due to our high occupancy, we did not have any available suite to give to her.
Other comments and observations or suggestions
One suggestion I have is to always have someone from the sales department to be present on days where there is a wedding group checking in, even if it is a weekend. This way, all the complaints, requests and suggestions the group has can go directly to the group coordinator. It’ll make it better for the front desk since the wedding groups aren’t our only guests in-house. We still have regular business and leisure guests. It’ll also help the wedding groups since the sales contact is aware of their profile and situation already.