I’ve griped about the job before, but today I thought I’d try something a little different. Don’t worry, I’m not gonna name any names here (I really enjoy not being sued).
Yesterday, our hotel got around a hundred or so arrivals from the casino we have a partnership with. Yeah, that’s a larger amount then normal, but no biggie. The problem, however was that around 50 of the reservations were for rooms with two queen beds. Our hotel only has 30. Needless to say, there was a little bit of yelling and complaining from a few of our guests yesterday.
The sad thing is this happens more often then it should. We’re normally quick to blame the casino, but it’s not really their fault either. We’re just a “virtual hotel” for them, so they don’t have access to our exact availability at any given time. So, when people make around 100 or so reservations over a few months from a 1-800 number in Las Vegas, there’s no way to filter them out.
I’d like to see them change that. I realize they work with a lot of other properties then our own, but I’m sure they have the same problem as well. I think it would be possible to set up some sort of grid that locks out room preferences once reservations hit a certain number (depending on the hotel you’re booking at). Yes, it would cost money, but it would save on a lot of customer service headaches in the long run. You could even use it as a marketing opportunity. “Were you unsatisfied with a previous stay? Our reservation system has been overhauled to greater satisfy our players. Come on back and give us another shot!” Ideally, you could see people return that have become disenfranchised.
And while I’m on the subject, I’m also aware that the casino company’s main hotel in this area gets overbooked. A lot. I realize that there are a lot of no-shows with comped rooms and whatnot, but if you put yourself in the shoes of your lackeys for a minute or two, you’d see how degrading it is to get cursed out on a regular basis because you have to send someone to another hotel. If you want to overbook the place, fine. Just maybe dial it back a little?
Hopefully this wasn’t too rambly and it all makes sense. Yes this will all set you back in revenue, but with improved customer relations, you stand to gain even more. It’s a big gamble, but I’m sure it’s something you know a thing or two about.
But then again, what do I know? I’ve only been working here for four years.