In this submission, I would like to share about an interpersonal communication problem that I experienced during my internship in front office department.
As a guest service agent, my job duties include picking up phone calls and responding to guests’ request. On this fateful day, the phone rang just when I had ended my shift and was about to leave the office. Seeing no one else in the office, I decided to pick up the call. Little did I expect, it was a guest who called in to complain about his room not having his intended view. He was planning an anniversary surprise and was hoping to have a harbor view from his room. As the hotel was running full occupancy on that day, it was difficult to have any possible switch on the same category of rooms.
During the call, I tried to explain the situation of high occupancy to the guest and told him that I will try my very best to assist him.The guest began to raise his voice on the phone about him being a loyalty member and hang up the call. To cut the whole story short, I was back on morning shift next day. While manning the check-out counter, I met the same guest and he expressed his disappointment on his stay here. He mentioned about having a phone conversation with some rude staff and little did he know, the rude staff was actually me. I admitted that it was my mistake and kept apologizing to him.
When reflecting back on this incident, I understand how crucial communication is. This is especially more applicable in the case of the hotel industry, where it is essential for guests to be satisfied with their stay. However, there are bound to be some unhappy guests despite us, as service personnel trying our best. Even up till today, I felt that it was partially my fault for not following up the phone call before leaving.
Should I have spoken up at that point of time? What could I have done things differently to avoid such situation?
Based on the advice given by Amirul, Russell and Hui Ting, I felt that I could have handled the situation much better. Firstly, like how Russell and Hui Ting had commented, I should have forward the request to the duty manager. They might have a better idea on handling the situation at that point of time. This will also give the guest an assurance that the staffs are doing something with regards to his requests.
Secondly, applying the theories learned from Thomas-Kilmann Conflict Mode Instrument, I should have used the collaborating mode. It is mentioned collaborative mode is appropriate to use when improving relationships which in this case is to ensure that the guest is satisfied with their stay. It will be better for me to identify his concerns and practice active listening, instead of constant apologizing which may deem unhelpful by the guest.
Thank you for reading my submission!
(Revised on 03 Mar 2017)
February 15, 2017 at 12:34 pm
Dear Darren,
Thanks for the describing the incident in great detail. I could feel a certain sense of helplessness as I read, mainly due to the lack of options that you were left with as the hotel was running at full occupancy.
I believe that you could have done better by emphasising the guest’s disappointment to your colleague. She might have tackled the problem slightly differently knowing the gravity of the situation.
It was a very clear and concise reflection and I appreciate you painting the details as you went along. However, there are some things that you might consider improving, such as:
… problem that I had experienced during my internship…
>>> … problem that I experienced during my internship
As a guest service agent, part of my job duties include
>>> As a guest service agent, my job duties include…
… responding to guest’s request.
>>> … responding to guests’ request.
On this faithful day…
>>> On this fateful day…
As the hotel is running full occupancy…
>>> As the hotel was running full occupancy…
She told me that she will take over this case…
>>> She told me that she would take over this case…
…it is essential for guest to be satisfied with their stay.
>>> … it is essential for guests to be satisfied with their stay.
Overall, your reflection brought me along the roller coaster ride of emotions and provided me with an insight of some front desk experiences. I look forward to your upcoming posts!
Cheers,
Amirul
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February 17, 2017 at 3:57 am
Dear Amir,
Thank you for taking your time to read my post. I agree with your comment that I would have done things differently by emphasizing the importance of the guest request at that point in time.
I really appreciate the comprehensive suggestions from you. I will be making the relevant changes later.
Thank you and look forward seeing you in class later!
Cheers,
Darren
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February 21, 2017 at 3:38 am
Thank you, Darren, for this detailed reflection. You do a good job of describing the context of the issue and your exchange with the guest. You also pose a relevant question. I’m glad to see that Amir has responded with useful feedback.
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March 3, 2017 at 7:17 am
Dear Brad,
Thank you for your comment. I appreciate it.
Regards,
Darren
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March 3, 2017 at 8:19 am
Dear Darren,
I empathise with your situation and I fully understand that there is a limit to how much you can do for the guest. In this case, perhaps forwarding the request to the manager on shift could allow for arrangements to be made even if the room change cannot be made. I agree that it was partially your fault but you had your hands full with the hotel’s occupancy that day. The guest could have let known his request earlier before he checked in.
Regards,
Russell
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March 3, 2017 at 8:54 am
Dear Russell,
Thank you for your comment, I appreciate it.
I agree I should have taken the initiative to bring up this incident to the higher management. They might have a better idea on handling the situation at that point of time.
Thank you and look forward seeing you in class later!
Cheers,
Darren
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March 3, 2017 at 8:52 am
Dear Darren,
Thank you for your sharing and I can really empathise with your situation.
I think you had done the right thing by picking up the call if not the guest could have been angrier.
In my humble opinion, I think that the incident might not have occurred if you had told him about the situation and seek for his full understanding. Maybe you could have informed your duty manager on such situation and a cake or a fruit basket could be sent to their room to surprise them.
Overall, I do meet such customers as a front office executive too but I really I enjoyed reading your post and I look forward to your next post. Good job Darren!
Cheers,
Huiting
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March 3, 2017 at 9:18 am
Dear Hui Ting,
Thank you for your kind comment, I appreciate it.
I agree I should have taken the initiative to bring up this incident to the higher management. They might have a better idea on handling the situation at that point of time. I agree the fruit basket would have been a good consolation to a bad situation.
Thank you and look forward seeing you in class later!
Cheers,
Darren
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