It’s an early start for the reservations office 8am (well I say early we start an hour later than reception so I can’t really complain!) as I approach the office I can hear the phones ringing, which is a sign that it’s going to be a manic day!!
After I’ve settled in, my first phone call of the day is a lovely woman who is booking her Honeymoon!! After much consideration she decides on a Premier suite, complete with celebration pack, well it is a special occasion you only get married once is her statement. It’s nice to help people plan their holidays or honeymoons and to hear them get excited about their stay with us.
Later on I have another call from a woman wanting to cancel her stay with us as her car has broken down, I am thinking how can we get round this, we have a policy at the Grand that we always go that extra mile so what can we do? I suggest maybe the train or coach would be an option, the lady seems pleased I suggested this but as she is at work and shouldn’t be using the phone to call me let alone ringing round to get times and prices for coaches and trains, so I tell her I will check it all out and give her a ring back.
Once I put the phone down I get involved in 20 more calls, just general room bookings, and then I realise this lady is still waiting, I panic as quick as I can type I tap all the information into the website and hey presto all the prices and times are listed. I can’t believe the phones have been so busy, most of our bookings come through the internet these days.
I quickly call the lady back, I apologise profusely about the delay in getting back to her, I can tell from the tone she is not happy, I launch into a babbling conversation explaining I have managed to find a special offer on the 10.03am train, when she stops me, “Thanks for your help but my car is going to cost £1000 so I am going to have to cancel.” Oh I am a little taken back, I was getting quiet excited that I had gone the extra mile, the lady thanks me and tells me she wishes the people she had taken the car to would have be so helpful, they seem to have the attitude that’s the price take it or leave it.
It is amazing how a reservationist gets so involved in things that have nothing to do with them, I guess it is all part of us wanting to go that extra mile.