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Hands-on how to’s for managing the Rooms Division of your hotel
So – welcome to the refreshed and updated web presence for The Rooms Chronicle…online! The Rooms Chronicle has been a favorite source of “how to’s” for hotel managers and staff around the world for twenty years. Front desk, reservations, bellstand, housekeeping, engineering, risk management, energy, concierge – we have articles and experts and advice in every area of the “rooms side” of a hotel. We’ve got the how to’s for hotels, motels, lodges, resorts, inns, bed and breakfasts, roadsides, destination, corporate, airport — The Rooms Chronicle…online will help you maximize the opportunities of your lodging establishment.
Here’s a real-life situation that demonstrates how a quick-thinking front desk clerk created a return guest. Prior to arriving at the hotel, the guest phoned reservations to inquire about availability and rates.
The rate for a standard room with a king bed was quoted at $104. The guest asked if there was a AAA rate available and the agent replied that the rate would be $94. The guest then asked if it was necessary to make the reservation by phone, or since she was arriving within the hour, could she just walk in. The agent replied that there were nine king rooms available and a reservation was not necessary.
Fast forward to arrival at the hotel where the front desk clerk greeted the guest and quoted a AAA rate for a king room to be $104. Quickly the guest informed the clerk that the reservation agent had stated the AAA rate to be $94.
What would your front desk clerk say to this guest?
There are a few scenarios here to imagine -…
Hotel staff training should always include fun. Why not plan an employee scavenger hunt around the hotel? Items to be scavenged can be answers to questions requiring visits to different locations in the hotel. Questions should be instructional things…