Flagging problem guests?
Sep 17, 2006 | 9:13 pm
#17
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Originally Posted by TierFlyer
Only a matter of time before this happens to a member of a protected class (female, color, age, disabled - basically someone besides a white man :-) and they get their heinies sued off.
http://www.gridskipper.com/travel/british-airways/
no lawsuit yet......
Sep 17, 2006 | 11:57 pm
#18
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some hotels do keep a blacklists but before the guest is placed on one, the gm will call and inform the guest that he is no longer a welcome guest at the hotel and explain why.
I have been with the airline reservation department and have a few friends who run hotel front desks. a lot of times, you be surprised that female customers tend to be one who are very vocal in conversations but also are the ones who demand OT and abuse service staff the most, at least in Australia and Asia. The irony is that when you question the culprit, they say they should be treated well because they are women and if not, you are illtreating them.
I would be interested to hear how Fters deal with difficult customers, be they male or female but obviously prefer how to deal with problem female customers.
I have been with the airline reservation department and have a few friends who run hotel front desks. a lot of times, you be surprised that female customers tend to be one who are very vocal in conversations but also are the ones who demand OT and abuse service staff the most, at least in Australia and Asia. The irony is that when you question the culprit, they say they should be treated well because they are women and if not, you are illtreating them.
I would be interested to hear how Fters deal with difficult customers, be they male or female but obviously prefer how to deal with problem female customers.
Sep 18, 2006 | 8:08 am
#19
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Originally Posted by 747LWW
What a great line...thanks Efrem, you made my week-end. 
Sep 18, 2006 | 8:20 am
#20
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Problem guests...one of my favorite subjects. Right after I retired I worked the front desk at a Courtyard for two years. Loved the job. Most guests are a pleasure to deal with.
I actually got a lot of free entertainment from the problem guests, most of whom were just Type-A's with an overinflated sense of self-importance (only my opinion). I once had a guy say "Do you know who I am?" to me. Never thought people really said that. My first thought was "Yeah, you're the guy going into Room 319, the room between the elevator and the ice machine". They never really bothered me, but the younger desk people sometimes got upset by them.
I have on occasion put a note on someone's ressie if they had been difficult before. The worst thing I ever said was "Very demanding", but I thought it just gave the desk clerk a head's up. A couple of times I called the two hotels nearest us when someone got huffy and left for no good reason (once again, just my opinion), just to let the desk clerks know they were looking for a place to stay and were potentially unreasonable. In the two years I probably walked 4 or 5 guests to another property because I didn't want our staff to have to deal with them. GM never got upset with me because he trusted my judgement.
There was no system-wide flag that I know of, though. I would have welcomed one.
I actually got a lot of free entertainment from the problem guests, most of whom were just Type-A's with an overinflated sense of self-importance (only my opinion). I once had a guy say "Do you know who I am?" to me. Never thought people really said that. My first thought was "Yeah, you're the guy going into Room 319, the room between the elevator and the ice machine". They never really bothered me, but the younger desk people sometimes got upset by them.
I have on occasion put a note on someone's ressie if they had been difficult before. The worst thing I ever said was "Very demanding", but I thought it just gave the desk clerk a head's up. A couple of times I called the two hotels nearest us when someone got huffy and left for no good reason (once again, just my opinion), just to let the desk clerks know they were looking for a place to stay and were potentially unreasonable. In the two years I probably walked 4 or 5 guests to another property because I didn't want our staff to have to deal with them. GM never got upset with me because he trusted my judgement.
There was no system-wide flag that I know of, though. I would have welcomed one.