Standardized script for Globalist check-in?
May 15, 2023, 5:07 pm
#1
Original Poster
Join Date: Jul 2014
Location: JFK / LGA.. EWR is not part of NYC!
Programs: Brand loyalty is for suckers
Posts: 1,047
Standardized script for Globalist check-in?
Recently had three consecutive stays at limited service properties in which the desk agent at check-in simply handed me my key without acknowledging Glob status or even offering a bottle of water -- Hyatt House Mt. Laurel, Hyatt House Carlsbad, Hyatt Place Garden City. I know these are budget properties, and I'm not entitled to any real benefits (and I'm definitely not looking for "upgrades"), but how hard would it be to spend 5 seconds saying something along the lines of: "I see you're a Globalist, thank you for your loyalty. Can I offer you two bottles of water?" Is there really no brand standard greeting at these properties? Has there ever been one?
May 15, 2023, 5:20 pm
#2
Join Date: Sep 2020
Programs: AA EXP, BA Gold, VS Gold, Hyatt Globalist, Marriott Platinum, Hilton Diamond
Posts: 3,948
Recently had three consecutive stays at limited service properties in which the desk agent at check-in simply handed me my key without acknowledging Glob status or even offering a bottle of water -- Hyatt House Mt. Laurel, Hyatt House Carlsbad, Hyatt Place Garden City. I know these are budget properties, and I'm not entitled to any real benefits (and I'm definitely not looking for "upgrades"), but how hard would it be to spend 5 seconds saying something along the lines of: "I see you're a Globalist, thank you for your loyalty. Can I offer you two bottles of water?" Is there really no brand standard greeting at these properties? Has there ever been one?
Personally I’d rather save the five seconds and not have to waste time listening to it.
May 15, 2023, 7:08 pm
#4
Original Poster
Join Date: Jul 2014
Location: JFK / LGA.. EWR is not part of NYC!
Programs: Brand loyalty is for suckers
Posts: 1,047
I mean, at least if they acknowledge that I'm a Globalist, I won't feel like I'm missing out on anything because they just aren't paying attention.. which sounds paranoid, except it's happened to me at multiple Hyatt Regency properties (i.e. silent check-in, following by my prompting "Any Globalist benefits?", followed by upgrades and description of Regency club hours).
And seriously, what are you doing with those five seconds? Getting five steps closer to the elevator?
And seriously, what are you doing with those five seconds? Getting five steps closer to the elevator?
May 15, 2023, 7:15 pm
#5
Join Date: Sep 2020
Programs: AA EXP, BA Gold, VS Gold, Hyatt Globalist, Marriott Platinum, Hilton Diamond
Posts: 3,948
May 15, 2023, 7:36 pm
#6
Join Date: Feb 2020
Location: USA
Programs: MB Ambassador, WOH Globalist, HH Diamond (Aspire), AA Gold, UA (*G) Gold
Posts: 5,180
I mean, at least if they acknowledge that I'm a Globalist, I won't feel like I'm missing out on anything because they just aren't paying attention.. which sounds paranoid, except it's happened to me at multiple Hyatt Regency properties (i.e. silent check-in, following by my prompting "Any Globalist benefits?", followed by upgrades and description of Regency club hours).
And seriously, what are you doing with those five seconds? Getting five steps closer to the elevator?
And seriously, what are you doing with those five seconds? Getting five steps closer to the elevator?
May 15, 2023, 9:14 pm
#7
FlyerTalk Evangelist
Join Date: Dec 2006
Location: Pacific Northwest
Programs: UA Gold 1MM, AS 75k, AA Plat, Bonvoyed Gold, Honors Dia, Hyatt Explorer, IHG Plat, ...
Posts: 16,856
Also followed by “Will you need late checkout tomorrow?” And then the breakfast spiel.
I think it is the brand standard, but some properties or staffers don’t follow the standard.
If you weren’t offered the water you deserve and it’s not waiting for you in the room, I would mention that in the post stay survey.
May 15, 2023, 10:04 pm
#8
formerly a193991
Join Date: Dec 2014
Location: Zulu Romeo Hotel
Programs: Hyatt LT Globalist; LX SEN (*A Gold), AA LTG, SBB-CFF-FFS First Class GA
Posts: 4,579
I honestly don‘t really care either. If ot is standard, it is probably off a script, so not really personal, as someone at the Chicago Headquarters told them to do so.
I much prefer something like this, what I posted in The HR Dar es Salam thread
https://www.flyertalk.com/forum/32023014-post10.html
I much prefer something like this, what I posted in The HR Dar es Salam thread
https://www.flyertalk.com/forum/32023014-post10.html
check-in was efficient and friendly. when the agent pulled up my reservation, she noticed I was LT Glob. "you are a Lifetime Globalist" ... then a pause for about 5 seconds and then a... "wow".. . don't seem to be that many LTG there... she thanked me for the loyalty and I could feel in her voice that it was truly appreciated and came from her heart..... not like the standard "thank you for your loyalty" in the US.
check-in was efficient and friendly. when the agent pulled up my reservation, she noticed I was LT Glob. "you are a Lifetime Globalist" ... then a pause for about 5 seconds and then a... "wow".. . don't seem to be that many LTG there... she thanked me for the loyalty and I could feel in her voice that it was truly appreciated and came from her heart..... not like the standard "thank you for your loyalty" in the US.
May 16, 2023, 1:02 am
#9
Join Date: Oct 2013
Location: SFO
Programs: UA 1K, AA EXP, Hyatt Glob, Hilton Diamond, Marriott Plat, Total Wine & More Reserve
Posts: 4,521
Luckily, it’s been a while since I wasn’t proactively offered bottled water during check-in at HH/HPs, but if it’s not offered just before I’m ready to leave the check-in desk, I’ll usually ask if there’s water bottles in the room, which usually prompts the desk agent to get them for me or they just let me take some from the grab and go.
May 16, 2023, 2:28 am
#11
Suspended
Join Date: Jul 2001
Location: Watchlisted by the prejudiced, en route to purgatory
Programs: Just Say No to Fleecing and Blacklisting
Posts: 102,095
I'm with @coleslaw - save me the time and get done with me faster and we'll all be happy.
May 16, 2023, 4:25 am
#12
Join Date: Apr 2008
Programs: Confirmed
Posts: 1,091
Recently had three consecutive stays at limited service properties in which the desk agent at check-in simply handed me my key without acknowledging Glob status or even offering a bottle of water -- Hyatt House Mt. Laurel, Hyatt House Carlsbad, Hyatt Place Garden City. I know these are budget properties, and I'm not entitled to any real benefits (and I'm definitely not looking for "upgrades"), but how hard would it be to spend 5 seconds saying something along the lines of: "I see you're a Globalist, thank you for your loyalty. Can I offer you two bottles of water?" Is there really no brand standard greeting at these properties? Has there ever been one?
May 16, 2023, 5:31 am
#13
Original Poster
Join Date: Jul 2014
Location: JFK / LGA.. EWR is not part of NYC!
Programs: Brand loyalty is for suckers
Posts: 1,047
It's never gotten old to me, even going back to the Passport days, because don't care about the "thank you" itself. I don't view it as an employee genuinely thanking me for my loyalty (seriously, why would they care?) -- rather, it is an acknowledgement that the employee recognizes the services they are obliged to provide, and I don't have to wonder whether I didn't get X/Y/Z because someone wasn't paying attention.
May 16, 2023, 5:32 am
#14
Original Poster
Join Date: Jul 2014
Location: JFK / LGA.. EWR is not part of NYC!
Programs: Brand loyalty is for suckers
Posts: 1,047
Or better yet for me, let kiosk and app check-in work to check-in and get keys all while sparing people from having to wait to talk to a hotel employee when they don’t need or want to do so. The machine greeting and “thank you for being a valued whatever” is fine by me as long as it doesn’t impinge upon delivery of status benefits.
May 16, 2023, 5:41 am
#15
Suspended
Join Date: Jul 2001
Location: Watchlisted by the prejudiced, en route to purgatory
Programs: Just Say No to Fleecing and Blacklisting
Posts: 102,095
It's never gotten old to me, even going back to the Passport days, because don't care about the "thank you" itself. I don't view it as an employee genuinely thanking me for my loyalty (seriously, why would they care?) -- rather, it is an acknowledgement that the employee recognizes the services they are obliged to provide, and I don't have to wonder whether I didn't get X/Y/Z because someone wasn't paying attention.
Indeed that would be fine by me too. But I find that I tend to get better upgrades when dealing with real people at check in rather than being stuck using a kiosk. And yet more options for checking in are better for me to get what I want out of my hotel program participation/status.