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Customer Service

May 27, 2008

Overnight Manager

I am the overnight manager at a mid-sized B&B (9 total guest rooms). We have been running into a problem nearly once a week - guests who do not arrive when they intend too.

We make numerous efforts to communicate with our guests (at the time of the reservation, the day before their arrival, at times the day of their arrival) that we do plan our days around our check-ins - and therefor would appreciate knowing their intended arrival time. We have run into guests who do not come when they are scheduled to arrive (rather 2-5+ hours LATER) - and do not answer their cell phones/return our calls. This leaves us in a position of sitting around the inn (or staffing someone to sit around) waiting until they arrive - letting our dinner get cold, missing opportunities to bond with our friends, etc all in the name of good customer service.

How should we phrase the importance of contacting us of a change in arrival time - even the day of? We are tired of our lives being put on hold for guests who don't have the common sense to inform us a change of plans.

Any suggestions would be more than appreciated.

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May 3, 2006

Interactions between departments

It's getting into our busy EVENT season...personally, I want to know as much as possible about the event, so I can properly greet the guests.Simple things, like...what's the bride's name & what's the groom's name...

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January 29, 2006

How Hospitable Are You?

From "Ask Kit!":
Q: The most important experience I want in my B&B along with extra ordinary service, is to make sure my guest have a Great night SLEEP!! An experience that will inspire them to come back for more and tell ALL their friends...

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May 7, 2005

How to handle problems between guests...

From "Ask Kit!":
Q: If other guests give another in the inn problems and at check out he demands his money back because of the problems you say.........yes immeadiately? offer them another chance to stay? or give them just a discount after all they still spent the entire night without complaining about the other guests. What would you do?

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March 24, 2005

First Contact -- Guest Check-in

An article about self-service kiosks in hotels for guest check-in just came across my desk. My first reaction was "It's about time! I'm tired of waiting to check into my room." My second reaction was "But that's the time you set the tone and start the relationship with yor guests. B&Bs really have the edge on hotels -- again."

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November 21, 2004

Filling In The Gaps For Guests

From "Ask Kit!":
Q: What can we offer guests that they might have forgotten to pack, such as a razor or toothbrush?

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One Opinion About What "Guest Services" Is

From "Ask Kit!":
Q: I believe "guest services" encompasses everything that makes a guest feel welcome, comfortable and secure. Why do I not find that in B&Bs all the time?

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All Rights Reserved worldwide. May not be copied, stored or redistributed without prior, written permission.
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Copyright © 1998 - 2012 by Sage Blossom Consulting, Ridgway Colorado.
All Rights Reserved worldwide. May not be copied, stored or redistributed without prior, written permission.
970-626-6057

Privacy Policy