Hotel Management should always make sure that their staff is properly trained. A properly trained Front Desk Agent is key to the success of the hotel.

A customer may deal with a hair in the bathroom or bad food in the restaurant, but if the service is friendly, attentive and courteous, then they will continue to stay at your hotel. Apologize for the hair, do turn down service and leave them a fruit basket or something nice, and comp the food that they didn't like. "

Put him/her on your hot sheet and check for upcoming reservations with this guest. If you don't see any return visits, get someone to call to see what's up. Can you imagine the impact of that?

I guarantee that they will be back and with less complaints. Guests hate their complaints being ignored. Sometimes you will have to give money back but in the long run, it will make more profit. Now of course there are abusers out there so use your best judgment. But always remember - Service is very important.

Front Desk Agents should be fully trained on how to take a reservation. Just think how much revenue is lost because the Agent did not know how to SELL the reservation. If they are taking the time to call you to inquire, book those babies no matter what. The caller will hang up and book the next hotel who was smarter and got the sale.

Take this week and take 5 or 10 minutes with each Agent. Tell them what you do and why you do it. Talk to them about your accounts and upcoming groups that are coming in. Give them a story or two. I know it will help.

Ask if they have seen the rooms and banquet space. Take them into the Sales Office and introduce them to everyone and tell them their purpose.

Give them the tools and knowledge to do a good job.

My recommendation .....take a good look at your Front Desk Agents. Talk to them and find out what they need, and more importantly, what they know about the hotels practices and procedures. Take the time and your hotel will reap the benefits.