There are employees of hotels who don’t know the SOP’s of their jobs. How to go about guests’ accommodations who are new to the place should be their foremost concern. It is not just the assigning of rooms to them. It is how receptionists receive them and how they are treated at the front desk that matter. Being the front liners of these hotels, they should always look beautiful, approachable, graceful, ready to serve the guests truthfully and always accommodating whatever the case might be. And certainly not the least, and the most important of all is to always wear a sincere smile. A smile that’s welcoming and radiates to guests that they are needed by the hotel. Guests’ money help the hotel survive the business. So grab the opportunity and make them feel they’re really welcome to the hotel. Some receptionists take this for granted. A simple smile can melt away someone’s heart and rescue it from distress. Somebody who can’t afford to smile must be in the kitchen and should not face any guests for as long as the hotel is there operating its business.
Reading this, I hope would open the eyes of the manager
and the male receptionist of the day wider enough to
address this amiss, and astray behavior.
I started my journey at the northern part of Mindanao, Philippines going south. That was my first visit to Butuan city. From the physical looks of the roads and buildings that we passed, it is still a germinating city as compared to other cities of Mindanao. I told the driver of the van that I took to bring me to a cheaper hotel just for a three-day stay.
During my check-in last August 20,2014, around 11 past AM, a male?? receptionist, he looked gay to me, was the one who assigned the room for my stay. He was not smiling at all. Not even a “Good morning, Sir” greeting. Not even an accommodating word had he uttered. Just a quiet stare but more of a blank look. Frigid. After several minutes, he asked for the payment and soon after I found the key room on the counter. Since I was alone by that time and there were no other people who were checking-in, I got the key. No words were said. The key just lay there bare and naked. So I presumed it was for my room although it was not handed to me personally. No words were ever spoken. This is frigidity and poor front desk service of the third kind. He did not explain to me how to get to the floor where my room is located. He did not even call someone else to accompany me. I was the one who called the attention of the elevator man to get my things and bring me there. I was going to flare up but I kept my cool. And what added to my burning sensation of animosity was the condition of the room.
The room was so tiny, I could hardly move around. Who could? The room was L-shaped and only the bed occupies the longer area. I have to position my legs on the side of the bed which has a 6 inch distance from the wall to lay down. I should have called all the devils, Lucifer and Satan to make a hell out of this hotel. What a f___k!
The only saving grace of this whole hullabaloo of a situation was its location, WiFi, and air-con. Food! It was good. But food has nothing to do with front desk operations. So credits won’t go to the hotel’s name but to the restaurant’s chef and staff.
PAGING THE MANAGER: Re-educate your staff before it’s too late. They don’t know the proper way of receiving guests with grace and smile and a greeting. Send them to a seminar.
Note: Some parts of this post was taken from my own Review of the same hotel on TripAdvisor.
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“They gave me a Very TINY room…”
3 of 5 stars Reviewed for content on November 13, 2014 on external web sites. Taxes, fees not included for deals content.