Elite Member Check in Rant

Old Feb 14, 2014, 8:33 am
  #16  
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Originally Posted by laxsnaogg
Not directing this post at hailstorm; I just appreciate the OP's rant as most Hyatts which I have visited need to improve in this area, and its a very easy fix. It's a stated benefit, either man the station, or train your desk agents to keep an eye out and slide over quickly (or try this whacky idea, make eye contact with your guests and say 'I'll be with you in a moment, thank you for your patience'.
Agreed that this is an operational issue that Hyatt needs to do better - either of those alternatives work along with a clear distinction where the elite line is. I don't mind waiting for 2-3 others to checkin but get quite annoyed when I'm behind 10 people, many of whom take a longtime with lots of questions.
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Old Feb 14, 2014, 12:23 pm
  #17  
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At one Hyatt, a front desk agent told me that the sign was just an advertisement or decoration; it did not designate a special line or check in position for elites.
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Old Feb 14, 2014, 3:15 pm
  #18  
 
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Originally Posted by MSPeconomist
At one Hyatt, a front desk agent told me that the sign was just an advertisement or decoration; it did not designate a special line or check in position for elites.
Which Hyatt?
I think the agent was being sarcastic... and if you're being inconvenienced, there is no place for this kind of sarcasm.
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Old Feb 15, 2014, 10:28 am
  #19  
 
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The problem is there usually isn't a separate line like at airports. Having ropes and poles could help this situation....
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Old Feb 15, 2014, 7:25 pm
  #20  
 
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A Diamond Check-In sign that people can actually SEE might help. The transparent lucite dealie is quite sophisticated and elegant yet almost totally unnoticeable. Maybe it's just me, but I think that a Diamond Check-in sign people can easily see would improve the situation immensely.
Originally Posted by Crazyhotelguy
The problem is there usually isn't a separate line like at airports. Having ropes and poles could help this situation....

Last edited by CloudCoder; Feb 16, 2014 at 9:38 pm Reason: grammar
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Old Feb 16, 2014, 8:12 pm
  #21  
 
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Have had this same experience umpteen times, mostly in domestic properties. I almost feel bad when I finally get to a staff member and they see the Courtesy Card. Many have apologized. But they seem to completely overlook fixing the actual process.
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Old Feb 17, 2014, 10:15 pm
  #22  
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Originally Posted by ainternational
Have had this same experience umpteen times, mostly in domestic properties. I almost feel bad when I finally get to a staff member and they see the Courtesy Card. Many have apologized. But they seem to completely overlook fixing the actual process.
That is very unfortunate that a guest with your status check-ins like a family who booked their room on expedia.com. I would suggest the morning shift manager call the arriving Courtesy Card guest(s) prior to arrival to arrange an expedited check in process.
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Old Feb 18, 2014, 7:59 am
  #23  
 
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It is a wonderful thing that airport TSA are capable of recognizing the elite line and "some" Hyatt staff are not. Training should be mandatory on this item I would think. But then I go thinking again.

Typically I dont mind the short wait but I agree not all Hyatt locations use that station and always ask me to move over to their station. Not the other way around.
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Old Feb 18, 2014, 10:01 am
  #24  
 
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Originally Posted by zxsuxr
That is very unfortunate that a guest with your status check-ins like a family who booked their room on expedia.com. I would suggest the morning shift manager call the arriving Courtesy Card guest(s) prior to arrival to arrange an expedited check in process.
Agree +1
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Old Feb 18, 2014, 12:08 pm
  #25  
 
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Originally Posted by SquareDanceGuy
A Diamond Check-In sign that people can actually SEE might help. The transparent lucite dealie is quite sophisticated and elegant yet almost totally unnoticeable. Maybe it's just me, but I think that a Diamond Check-in sign people can easily see would improve the situation immensely.
At large domestic properties, more clear signage marking elite check-in would work well. I do not feel that Park Hyatt or high-end international GH or HR properties should have elite check-in lines, because at that level every guest should be checked in promptly and given a high level of service. Furthermore, Diamonds can simply proceed to the club lounge for check-in at properties so equipped.

The downside of having a clearly marked elite check-in area is that it would make guests without status feel like second class guests. This is not suitable for hotels marketing themselves as high-end, where every guest is paying a high rate to stay (and indeed non-elites can often be the best customers).
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Old Feb 18, 2014, 12:47 pm
  #26  
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Originally Posted by MikeFromTokyo
At large domestic properties, more clear signage marking elite check-in would work well. I do not feel that Park Hyatt or high-end international GH or HR properties should have elite check-in lines, because at that level every guest should be checked in promptly and given a high level of service. Furthermore, Diamonds can simply proceed to the club lounge for check-in at properties so equipped.

The downside of having a clearly marked elite check-in area is that it would make guests without status feel like second class guests. This is not suitable for hotels marketing themselves as high-end, where every guest is paying a high rate to stay (and indeed non-elites can often be the best customers).
Park Hyatts don't have lounges. Many hotels with lounges require key cards for elevator access to those floors. Finally, if one is traveling with a lot of luggage, it can be awkward to bring it into the club lounge (this sometimes requires juggling another set of doors), there's no good place to put it in the lounge during check in, and going to the lounge can mean a big detour on the way to one's room.
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Old Feb 18, 2014, 1:08 pm
  #27  
 
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Originally Posted by MSPeconomist
Park Hyatts don't have lounges. Many hotels with lounges require key cards for elevator access to those floors. Finally, if one is traveling with a lot of luggage, it can be awkward to bring it into the club lounge (this sometimes requires juggling another set of doors), there's no good place to put it in the lounge during check in, and going to the lounge can mean a big detour on the way to one's room.
I'm well aware that PHs don't have lounges (with few exceptions) - the assumption at a Park Hyatt is that there are enough staff to ensure prompt check in. That is if you aren't immediately escorted to your room and checked-in there.

Luggage is also not a factor, because it is taken by bell staff immediately upon arrival and then delivered to the room after check-in is complete.

Key cards also are not required to enter lounges at such properties. During lounge operating hours, Diamonds and people with club room or suite reservations are usually escorted to the lounge for check-in.
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Old Feb 18, 2014, 3:23 pm
  #28  
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I find this true at most chains - insufficient staff for the dedicated elite line though if there are 2 staffers at the front desk you normally see 1 dedicated to the elite line.

To be fair I have never seen the kind of checkin lines at Hyatt that you see in Vegas where dozens of people are waiting - more typically my issue is that I arrive mid-evening and there is only one person at the front desk who is busy dealing with somebody that has a complicated checkin

But 90% of the time I walk straight to the desk, no waiting! My bigger complaint is the failure to pre-assign the best rooms to elites, or conversely receiving worse-than-average rooms because the front desk doesn't care or doesn't think I will notice.
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Old Feb 18, 2014, 5:30 pm
  #29  
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Originally Posted by Boraxo
I find this true at most chains - insufficient staff for the dedicated elite line though if there are 2 staffers at the front desk you normally see 1 dedicated to the elite line.

To be fair I have never seen the kind of checkin lines at Hyatt that you see in Vegas where dozens of people are waiting - more typically my issue is that I arrive mid-evening and there is only one person at the front desk who is busy dealing with somebody that has a complicated checkin

But 90% of the time I walk straight to the desk, no waiting! My bigger complaint is the failure to pre-assign the best rooms to elites, or conversely receiving worse-than-average rooms because the front desk doesn't care or doesn't think I will notice.
This. This. This.

I do online check-in most of the times and it's very often that I get a reply that my "room is ready" nearly seconds after I check-in. I know, when this is the case, that it is not the room I requested or even a placed suite upgrade. I always have to stop at the front desk.
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Old Feb 18, 2014, 5:37 pm
  #30  
 
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Originally Posted by Boraxo
I find this true at most chains - insufficient staff for the dedicated elite line though if there are 2 staffers at the front desk you normally see 1 dedicated to the elite line.

But 90% of the time I walk straight to the desk, no waiting! My bigger complaint is the failure to pre-assign the best rooms to elites, or conversely receiving worse-than-average rooms because the front desk doesn't care or doesn't think I will notice.
Yes! The failure to pre-assign rooms, the crappy room by the ice machine and elevators, when the hotel is not even @ 50%, that kind of crap drives me nuts. I'll gladly wait a minute of two if it meant I get a decent room.
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