My first Hotel Reservations shift
My first call was an absolute disaster. I lost the guest the first time trying to transfer her to another agent (the display name on the phone was a hotel database I do not yet have access to.) She called back. She wanted our hotel. Cool. I got stuck on a screen in the database I could not get out of. My first time, remember? I’m freaking out trying to fix it. I’m talking to her, keeping her on the line, chatting, all good. Finally, I just had to say (as we are instructed to) “May I put you on hold for a moment?” She sweetly said yes, and then hung up before I even got her on hold. Yikes. And she was a return guest to boot. Not good. Not good at all. Later I checked the partial reservation. CANCELLED. So, so not good.
The rest of my shift smoothed out. With each call I became better at the database (which, btw, is a dinosaur of one of the oldest sort of windows systems, I even forget what it is called—(DOS, it’s a DOS system!) I worked on something similar back in 1991 if that tells you anything) and I became better and better at talking to the guests whilst navigating around the Pleistocene on a PC.
At the end of my 8 hours I managed to book 3 reservations for a grand total commission of $22.91. That is, of course, if no one cancels. I don’t get paid until they stay. So that’s like, six bucks in April and 16 in May.
Now, I must tell you, that I had access to only one of our four hotel databases. I still have pending technical issues but at least the static IP is up and the phone is working. I only have internet on my Mac, not the PC, and I don’t have my Hotel’s email up on either machine. But hey, this is New Mexico, a third world state, and these things take time. Which is even more frustrating as I come from San Francisco, the hot bed of the digerati and all this stuff is second nature to me. I’m not used to waiting days for anything but the weather.
I actually had to have a technician drive all the way up here this morning to get me back online after the static IP ruined everything for 3-1/2 days! Primitive living! Even my husband was affected.
HOWEVER. We all knew it would take time to build up reservations as, by nature, they are necessarily in the future. Once all systems are go I think I’m really going to enjoy it. Even that “script” we have to follow? We are allowed to personalize it, and they really are questions you must have answers to, as the evening wore on it seemed so much less scripted and more a guideline for a productive and efficient (both for me and the guest) conversation. So. I’m going to hang in there, I really think this could be a good gig.
Honestly. That first phone call. I’ve never been so afraid to hear the phone ring! Thank God that’s in the past.
My next task is to actually try to remember all the information about the rooms and amenities. We’ve got, what? About 12 distinct properties and, of course, the accommodations vary. There are the Deluxe King Suites, the Kiva Kings (with kiva fireplaces), the rustic little rooms (like I’d choose) at the Pueblo side of Las Palomas, there’s the B&B Paseo de Peralta, there’s Duran House, there’s La Tienda, there’s Santa Fe Hotel and Hacienda which is quite different than Old Santa Fe Inn, and even more different than the Territorial Inn.
Some take roll-aways as an extra, some don’t. Some accommodate pets, some don’t. Some have certain rooms that accommodate pets, and yes, we need to know which they are and what floor they are on. Thank goodness ALL of our properties are non-smoking. You won't find an evil-smelling room in the lot of them.
Some rooms combine into adjoining rooms, and how many beds is that? Is there a sofa-sleeper? What about the spa? Restaurant? Continental or full breakfast? All of our accommodations have some, more, or most of these amenities. Guests have quite specific requests.....it is rather dizzying to try to navigate the database and remember all this stuff at the same time.
I do remember, though, that the Territorial Inn does not permit guests under the age of 18, they do not provide roll-aways, but they do provide complimentary Brandy and chocolates in the evenings and complimentary wine and fruit/cheese plates in the afternoon. Plus they are one short block from the Plaza, the Heart of Old Santa Fe, the 400 year old city. And fine dining abounds.
Call me for reservations. 800-745-9910 x 108.
;-)
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