Hotel receptionist issue?
Asked by andragro
Hello everyone! The recruitor from a Hilton hotel asked me the following question: If a customer comes up to you an says he had made a reservation, but you cannot find him in the system, what do you do? What is the best answer for this question? Please take into consideration there are no rooms available. thank you everybody! It was of great help. Especially the last answer.kisses

Best Answer:
Having worked in the hotel world ~ there are always rooms (to accommodate any errors that may have been made and surpirse VIP guests that just show up) Ask the guest (very politely) if he/she was given a confirmation number at the time of the booking. If you come up dry as for any paper work they may have on the reservation made and if still nothing ~ call your manager into the conversation.

You would verify all his information to make sure the reservation isn't in the system then explain to him that you are very sorry that you don't have a room reserved for him but you will accomodate him in anyway for the hotel's faux pas...For example, research sister hotels close by that would put him up for the night until a room opens up at the Hilton. Maybe even pay(hotel, not you) for his night's stay at another hotel Profusely apologize and don't blame it on anyone else including the customer!
Answered by katelin

I would ask if the customer has a Confirmation number. Then if he doesn't have a number, you can tell him that you will check with your manager to see if there are any cancellations that you could substitute the customer into. If there are still no rooms, you would offer to see if an affiliate hotel in the neighborhood has an opening that you could get the customer into.
Answered by rd d

I would ask the customer for the reservation number when making the recervation, if he can't prove it, I would then apologize for the inconvenience and say we are all booked. I'll say I'm not seeing your name listed. Then I will say if we have a cancellation I will add him to the waiting list.
Answered by KimBree♥

Well I would pass the buck and call a manager over and have them do a press of the key and see if they could work their voodoo magic that way. If it turned out there was a reservation and you have no rooms but the fancy shmancy ones, then you would probably have to give them that one but charge them half of what you usually would othersise.
Answered by Jess G

I would ask the gentleman to spell his name (to ensure accuracy) - also I would ask for a confirmation number and also the date that he booked it (if he can remember). Does he have the name of the person he talked to at the motel or did he book through the 1-800 line. I would apologize for the inconvenience and consult with the manager to find out what the protocol is for this situation to ensure that I am following the rules/regs set out by the hotel. If in the end no rooms are available - I would offer to assist the client in finding another room in a nearby hotel (preferably one that is a sister company) or failing that any hotel that I could get him into. The key would be to be cool, calm, and efficient. Apologetic as well - and show him that you are doing everything in your power to "make things right."
Answered by Lucky C