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ah, I love my job sometimes, and sometimes I want to reach through the phone and strangle people
apparently these people's parents hated them
me- reservation desk, this is smileyeagle speaking, may I ask with whom I'm speaking
sc- yes, what's the rate on a room tonight?
gee, nice to meet you "what's the rate on a room tonight", is that some sort of tribal name that i'm not familiar with or did your parents really hate you?
confused on the concept
sc- what do you have available on the second of february for 2 nights?
me- I'm sorry we no longer have any room available on those nights, would you like me to see if there are any sister properties nearby with availability still?
sc- so do you serve breakfast in the morning?
me- yes, breakfast is included in all our rates, but I no longer have any rooms available.
or (i've gotten this this week too)
me- i'm sorry, I don't have any more rooms available
sc- oh do you have suites?
me- no, I have nothing available
ok, honestly people, do they not understand that a suite is a type of farking room.
you aren't william shatner
me- ok, it looks like i can do that room with 2 double beds nonsmoking (in midtown manhatten) for $250 a night, would you like to reserve that?
sc- I know you can do better than that, if you don't book me the room would go empty, so do yourself a favor and make me a deal.
me- i'm sorry but that is my rate for that night, and I'm not authorized to negotiate rates, I could take a few dollars off though if you were AAA or AARP.
sc- but the priceline commercial says that you can save up to half off...
me- if you can find a lower price on priceline we can do a price match, but I can't just negotiate rates.
that aside, you aren't william shatner, and with the exception of captain kirk even shatner is a failure at life... oh yeah, and everyone here hates priceline so piss off.
Gravekeeper can express my feelings on these people better than me, so if he could be so kind as to post a reply it would be appreciated.
i hate these people
guest called downtown detroit location
me- reservation desk this is smileyeagle speaking, may I ask with whom I'm speaking?
sc- yes this is molly mcmoron (yes, someone who knows there name, this is a good call...)
me- and how can I assist you today ms. mcmoron?
sc- i need the rates at your location on evergreen and 11 mile (remember, for all she knows I'm at the downtown detroit location)
me- give me just a moment to find that location *searches desperately for a hotel at that location, it doesn't exist, i find a sister company a mile away but guest insists that she knows that there is a hotel RIGHT there and that specific brand not a sister company)
me- i'm sorry, i don't show any locations there, the closest i'm showing is about a mile away at the sister company.
sc- I know there is a location there, why don't you know where it is?
me- because i'm in house reservations at the downtown location.
sc- i thought they transfered me to central.
me- fine i'm in the central reservations office, which is located in salt lake city and I have to trust what my computer is saying that they is no location there.
sc- fine book me at the sister property.
look lady, this goes for the people looking for the hotel in yonkers too, hotels close, they change owners, there are many reasons why I no longer have access to that hotel, now what you need to understand is that I'm not going to be able to change that and you need to take the stick out of your ass and figure out how to deal with it.
there is one customer (and coworker) I must praise while I'm at it
the guest had found a lower rate online... the following happened
me- well, i'm pretty sure I can make the reservation at my best rate available and you can go to our website and fill out a price match guarantee form and when the rate is verified by corporate we'll adjust the price to match.
gc- wait, you can book it, I thought it could only book it online and do the price match
(thank you Great Customer, you saved my bacon, because yes it can only be done on reservations booked online)
me- oh, i think you are right, can you hold while I check with my supervisor to see what I can do
gc- sure, take your time
me-
thank you *places guest on hold, can't believe they are so understanding
*call my assist line
al- assist, this is (way cool assist agent, hereby known as caa) may I have your sine number
me- yes caa, my sine number is xxxx, I have a kinda stupid question, for the online price match can I book the reservation or does that have to be done on our website.
caa- oh, that's a good question, what are they looking at.
me- they are on southwest.com and they found a rate of 139
caa- oh, that might be a problem, if it's part of a package we can't price match it, can you hold while I check with guest relations since they handle price matches?
me- yeah, i'm going to put you on hold also so I can update the guest.
*caa puts me on hold and I talk to the guest again
me- i'm sorry about that wait, my supervisor isn't entirely sure either, it's going to be just a second while we check with corporate on that, can you hold for just a second still
gc- sure, really take your time, I'd rather you get it right the first time rather than rush through it and make a mistake. (holy shit, am I talking to mother teresa's brother)
me- thank you *places them on hold again, caa takes me off hold
caa- the bad news, if it is part of a package we can't price match it and even if we did it would have to be done online you wouldn't be able to get credit for it.
me- well, they didn't mention it was part of a package, can we check the website and see if it is something that can be booked seperately?
caa- yeah let's do that
*we both go to southwest.com find the rate and I noticed something...
me- hey, they call it the special passenger rate, I recognize that rate name, it comes up all the time when I'm searching for southwest crew rates.
caa- yeah, and it looks like there is nothing on their website saying it must be booked with a flight and it is showing available on our system, book it.
me- thank you *release call with assist line, pick up the guest line again
me- thank you for holding, my supervisor and I checked with corporate and they will do the price match, and since they've already verified it they will let us book it without you having to fill out the form (yes, I lied through me teeth, but it makes us look good).
gc- thank you, you know, no other hotel i've dealt with has been willing to go that far from us, can I get your employee number so I can give my compliments to your corporate offices.
me-
yes sir, my number is xxxx, our corporate number is 800-555-5555
yes, for once everyone wins, the guest gets a better rate, the hotel gets revenue, and I get credit for a reservation. You good sir will be awarded the cool customer of the year award.
apparently these people's parents hated them
me- reservation desk, this is smileyeagle speaking, may I ask with whom I'm speaking
sc- yes, what's the rate on a room tonight?
gee, nice to meet you "what's the rate on a room tonight", is that some sort of tribal name that i'm not familiar with or did your parents really hate you?
confused on the concept
sc- what do you have available on the second of february for 2 nights?
me- I'm sorry we no longer have any room available on those nights, would you like me to see if there are any sister properties nearby with availability still?
sc- so do you serve breakfast in the morning?
me- yes, breakfast is included in all our rates, but I no longer have any rooms available.
or (i've gotten this this week too)
me- i'm sorry, I don't have any more rooms available
sc- oh do you have suites?
me- no, I have nothing available
ok, honestly people, do they not understand that a suite is a type of farking room.
you aren't william shatner
me- ok, it looks like i can do that room with 2 double beds nonsmoking (in midtown manhatten) for $250 a night, would you like to reserve that?
sc- I know you can do better than that, if you don't book me the room would go empty, so do yourself a favor and make me a deal.
me- i'm sorry but that is my rate for that night, and I'm not authorized to negotiate rates, I could take a few dollars off though if you were AAA or AARP.
sc- but the priceline commercial says that you can save up to half off...
me- if you can find a lower price on priceline we can do a price match, but I can't just negotiate rates.
that aside, you aren't william shatner, and with the exception of captain kirk even shatner is a failure at life... oh yeah, and everyone here hates priceline so piss off.
Gravekeeper can express my feelings on these people better than me, so if he could be so kind as to post a reply it would be appreciated.
i hate these people
guest called downtown detroit location
me- reservation desk this is smileyeagle speaking, may I ask with whom I'm speaking?
sc- yes this is molly mcmoron (yes, someone who knows there name, this is a good call...)
me- and how can I assist you today ms. mcmoron?
sc- i need the rates at your location on evergreen and 11 mile (remember, for all she knows I'm at the downtown detroit location)
me- give me just a moment to find that location *searches desperately for a hotel at that location, it doesn't exist, i find a sister company a mile away but guest insists that she knows that there is a hotel RIGHT there and that specific brand not a sister company)
me- i'm sorry, i don't show any locations there, the closest i'm showing is about a mile away at the sister company.
sc- I know there is a location there, why don't you know where it is?
me- because i'm in house reservations at the downtown location.
sc- i thought they transfered me to central.
me- fine i'm in the central reservations office, which is located in salt lake city and I have to trust what my computer is saying that they is no location there.
sc- fine book me at the sister property.
look lady, this goes for the people looking for the hotel in yonkers too, hotels close, they change owners, there are many reasons why I no longer have access to that hotel, now what you need to understand is that I'm not going to be able to change that and you need to take the stick out of your ass and figure out how to deal with it.
there is one customer (and coworker) I must praise while I'm at it
the guest had found a lower rate online... the following happened
me- well, i'm pretty sure I can make the reservation at my best rate available and you can go to our website and fill out a price match guarantee form and when the rate is verified by corporate we'll adjust the price to match.
gc- wait, you can book it, I thought it could only book it online and do the price match
(thank you Great Customer, you saved my bacon, because yes it can only be done on reservations booked online)
me- oh, i think you are right, can you hold while I check with my supervisor to see what I can do
gc- sure, take your time
me-
thank you *places guest on hold, can't believe they are so understanding*call my assist line
al- assist, this is (way cool assist agent, hereby known as caa) may I have your sine number
me- yes caa, my sine number is xxxx, I have a kinda stupid question, for the online price match can I book the reservation or does that have to be done on our website.
caa- oh, that's a good question, what are they looking at.
me- they are on southwest.com and they found a rate of 139
caa- oh, that might be a problem, if it's part of a package we can't price match it, can you hold while I check with guest relations since they handle price matches?
me- yeah, i'm going to put you on hold also so I can update the guest.
*caa puts me on hold and I talk to the guest again
me- i'm sorry about that wait, my supervisor isn't entirely sure either, it's going to be just a second while we check with corporate on that, can you hold for just a second still
gc- sure, really take your time, I'd rather you get it right the first time rather than rush through it and make a mistake. (holy shit, am I talking to mother teresa's brother)
me- thank you *places them on hold again, caa takes me off hold
caa- the bad news, if it is part of a package we can't price match it and even if we did it would have to be done online you wouldn't be able to get credit for it.
me- well, they didn't mention it was part of a package, can we check the website and see if it is something that can be booked seperately?
caa- yeah let's do that
*we both go to southwest.com find the rate and I noticed something...
me- hey, they call it the special passenger rate, I recognize that rate name, it comes up all the time when I'm searching for southwest crew rates.
caa- yeah, and it looks like there is nothing on their website saying it must be booked with a flight and it is showing available on our system, book it.
me- thank you *release call with assist line, pick up the guest line again
me- thank you for holding, my supervisor and I checked with corporate and they will do the price match, and since they've already verified it they will let us book it without you having to fill out the form (yes, I lied through me teeth, but it makes us look good).
gc- thank you, you know, no other hotel i've dealt with has been willing to go that far from us, can I get your employee number so I can give my compliments to your corporate offices.
me-
yes sir, my number is xxxx, our corporate number is 800-555-5555yes, for once everyone wins, the guest gets a better rate, the hotel gets revenue, and I get credit for a reservation. You good sir will be awarded the cool customer of the year award.
His bran flakes advert makes me want to punch the screen.
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