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.
