A guest calls and he is very upset because he did not receive his wake up call What do you say to the guest?

Answer 1

First, apologize. Say, "I'm sorry this has happened to you." Ask questions specific to how and when they scheduled the wake up call, i.e. "How did you schedule the wake-up call, in person or on the phone? Do you recall the approximate time you scheduled the wake-up call. What time did you request to receive the wake-up call?" Ensure they understand how to schedule a wake-up call. Some hotels have an automated system where the guest has to physically enter the time and AM or PM vs. speaking to the front desk staff. This needs to be handled tactfully so as not to insult the guest and your approach is dependant upon how wake-up calls are scheduled, automated or not automated. Suggest that, unfortunately no system is fail-safe and recommend they also set their alarm as a back-up. Some hotel alarm clocks are very confusing, so again, you need to tactfully ask if they would allow you to explain how to set the alarm. No matter what the reason, whether a techical glitch in the system or an employee's mistake, no excuse will provide satisfaction for the guest. I'd recommend offering them a comp such as a movie, a snack, etc. Finally, depending on where you think the problem may have been, follow-up with the employee who would have received the wake-up call request and/or have the wake-up call system tested.