Dear hotel receptionists,
Imagine someone comes into your hotel. They say they’re a journalist, and would like to see a room as they’re writing a city guide and need to recommend places to say. What do you think they’re asking for?
Is it (A) to see a room? Or (B) to pointlessly swap business cards with someone from the sales and marketing department after waiting half an hour for them to emerge once you’ve called them?
A clue. It’s not (B).
In fact, there’s a high chance that the person from the sales and marketing department is the last person they want to see. If the journalist did want to see them, have coffee with them and embark on a lengthy tour of every facility the hotel currently has and may have in future, he or she would have probably set up an appointment in advance.
Now imagine that you’re in a really large building. Or maybe a shopping centre. You’re time pressed and you really want the toilet. If you ask an employee where the toilet is, do you (A) want them to point you in the direction of the toilet? Or (B) dive into a back room and make a phone call to the person in charge of cleaning the toilets, who will then escort you to every toilet in the building – including the ones that are gender irrelevant – and laboriously point out every detail on the sinks, bowls and cubicles before you can have a piss?
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BOOK YOUR OWN ADVENTUREThe following sites are usually my first port of call when booking a trip - so I recommend them as somewhere to start when booking your own holiday.
HOTELS: Hotels.com (£) or Agoda (£)
FLIGHTS: Skyscanner (£) Kayak or Roundtheworldflights.com
CAR HIRE: Car Rentals (£)
GUIDE BOOKS: Amazon (£)
TOURS AND ACTIVITIES: Viator (£)
The first step to good service and being able to help a guest is listening to the question in the first place. It’s worth remembering that, because the journalist probably will do when he finally gets round to writing that guide.
Thank you for your time. As you were.
Yours sincerely, David Whitley
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