Cases of guest relations

1. There was a lady came past by and claimed that she lost her luggages in the airport. Remember to call the concierge and check for the missing luggages and mark down all the important information including the luggages color, size, brand name, name of the owner and the room number.

2. A guest wanted to buy a picture shown in the new wing. The blue mountain with a large piece of grass land in front. Called the Red River Gallery and asked for the price. It turned out that picture costed 1700 USD. Expensive though. Of course in this case, the guest didn’t buy the picture. Good for me as I quite like that picture to be placed in here. In another note, I hate the picture depicting a Vietnamese girl placed behind the guest relation counters. And as boring as now, I found out that there is a small scratch of the picture. That’s means that we need to give a discount price for selling this picture.

This afternoon I had the second training lesson conducted by the FO Dir at 1430. It lasted for an hour and all the junior staff have to attend. This lesson we learnt more about the guest history and how important is adding accurate guest history into their history. Actually, guests arriving today do not have the guest history as most of them are first time visitor. Of course, for leisure tourists, they seldom visit Hanoi for a few times in a year.

It seems like I will be in charge of plugging in the guest comments and have to ensure that guests arriving will be treated according to their preferences and beware of incidents happened on them.

Unfortunately the system we are using now is relatively old, the HES one I mentioned a few days ago, so you can imagine, the way in looking at the guest history. I don’t know the aim of getting used to this HES system in case every hotel is now using Fidelio or even more updated, with opera. Will I be using that in the further? Anyway, it is still a good opportunity for me to learn about this system.