An average day where I work

15/5/09 (Bold is the guest)

When people check into the hotel this is what we have to tell them:-

Checking in?

Please fill this in we need your full address and postcode and would you sign here and here.

Lovely could I please have your credit or debit card so we can do a pre authorisation.

What is a Pre-authorisation?

A preauthorisation is where we do a credit check for your room rate per night plus £25.00 per person per night on top this means that you have credit around the hotel should you wish to charge things to your room. This money is held on your account waiting for us to do a completion on your departure. This money never leaves your account but you cannot spend it.

Or that is not my room rate what is this?

So the difference will be refunded if we don’t spend it?

No the money never leaves your account but it will be released so you can spend it. ( I have had to explain this to people three times before they get it)

(at this point you just want to scream at the guest JUST DO AS I TELL YOU!!!!)

Then its now the lights operate with the key fob you have to put it in the plastic slot on the wall push right down and then tug towards you. This operates the lights (this only operated the lights half the time so you will get phone calls all the time my lights don’t work) Therefore when they ring you must say have you put the key fob in the plastic slot and have you tried tugging it towards you. Etc. Sometimes you will have to send someone to show them.

You must the offer the guest help with their luggage some people get quite offended by this but we do have to offer. People also think that you are looking for a tip and can actually be quite rude.

Then you have to ask if they would like the make a booking for the restaurant.

Then would you like a code for the wi-fi and explain that it is free even though it prints with a price on. However when we have chance we black out the price on the print out so that reduces that problem.

Now we have to say if you need a second set of towels they are in the wardrobe. This is an energy saving idea as then if a room is single occupancy they do not use them all however then the guest can’t find them so will ring down for them.

Breakfast is 7 till 9.30 and it is in the bistro to your left and no we do not have a cocktail bar on the top floor despite what the signs say though we do served cocktails in the main bar which is through the restaurant to your left.

Then as we ticket in the car park you must ask the guest if they are parked in the car park and inform them that they need a permit and they must display it on the dash. They will then ask you where do we put it and you must explain again that they must put it on the dash.

We were told there was parking at the hotel
Yes there is but it is full so you have to park on the street.

What kind of hotel is this that doesn't have a car park?
Well unless I am halucinating what is that on the front of the hotel?

We are parked in the car park is that ok?

Yes anything with a number belongs to the hotel

We are in number 9 is that ok?
(What did I just say is number 9 not a number?)

Should anyone want a paper or a morning call then they must write it on their registration card. We do not encourage this as if someone books a morning call and doesn’t get it and misses a flight or something they can sue us.

Now do you actually think anyone will take all of that in? Well neither do I. Oh well!