Originally Posted by
Stripe
I'd actually be more interested in the other info on the sheet besides the personal stuff, like how many rooms were booked through what channels, what the status mix of the guests was, what my rate was compared to others, and how many upgrades were showing. What Hilton brand was this?
Assuming that since the property is newer they are probably using PEP as their PMS, note that the arrivals list does not summarize HH information or anything regarding upgrades. If an upgrade is auto generated by HH, there will be a note on the report by the reservation that says Auto Upgrade Awarded that is system generated but if desk agent X upgrades someone, they could leave a note they upgraded the reservation that would show or they could do nothing and you would have no idea looking at the list.
Originally Posted by
hotturnip
Front desk training seems to be non-existent. When I worked at Hyatt decades back, we were trained to first greet the guest, SHOW the guest the rate and have them initial it (but NOT say it out loud), mention to them the type of room booked, confirm the checkout date, and get credit for the stay. We only pointed to the room number on the little cardboard passport that Hyatt used to give at checkin. At checkout we presented them with a copy of the folio for them to review, asked them how they would be paying (in those days, some people preferred to switch to cash at checkout), and thanked them for choosing Hyatt. There were other parts to the spiel, but those were the basics.
Desk training today is very different. Yes, everyone has to go through training due to it being a brand requirement, but the big difference is that back in the day you would do most or all of your training/role playing/etc. before you are put at the desk in front of the travelling public. Now it's very common to be put in front of the public from the beginning on day one and to get your computer modules done "whenever you can". As long as all training is done before the next QA (yes, this is checked every QA since there are a few annual modules that need to be done) no one cares.
The rest of what you said obviously doesn't apply due to the push from the top down to make the entire check in/out process as fast, paperless, digital and non-human as possible.
Originally Posted by
lincolnjkc
Trying to decide if (how) annoyed I should be:
Arrived at a hotel in Illinois early and there wasn't an FDA behind the desk but there was, on top of the desk and in plain view to the public, a print out of the arrivals list -- including guest names, reservation source (central reservations, direct, etc.), amount due/paid and notes ("COMP UG TO STUDIO PER (Initials)" on one).
FDA came to the desk went through the routine -- couldn't get me into a room because none were available (perfectly understandable given I was way before check-in time) but to come back in about 90 minutes... Came back and the arrivals list was in the same place. The FDA also read out my room number out loud. (They did verify my photo ID so at least there's some awareness)
I'm not impressed by the level of privacy awareness but am I unreasonable to be bothered by these things? I don't think I'm worth anyone finding me and murdering me but it still kind of creeps me out that it wasn't protected at all -- if I had a stalker or wanted to cause trouble ("Hi, Ms. Jones, this is the front desk calling, there's a problem with your Expedia reservation...can you confirm your credit card number for the $123.45 charge? And the billing zip code?") that would be a treasure trove of info in the wrong hands.
The reading of the room number out loud is obviously a big no-no. That's a basic day one, training module one thing and a big deal. The arrivals list thing can be a big deal because it would have your name on it and if your room has been blocked by the property, your room number. Caveat Emptor as to how much that matters to you or not.