I’ve talked a lot about the check in process and how simple it can be and how difficult it can be… if you don’t make it simple.
- Make the reservation in the name of the person checking in.
- Add anyone else’s name to the reservation if they are staying in the room.
- Have your identification and method of payment with you when you check in.
Seriously, that is it. The only other reason we have problems at check in is they don’t read their confirmation about deposits or resort fees. That covers about 98% of it yet, 1 in 15-20 check ins have a problem.
The other 2%? Add an enormous ego to the above.
I do my best to try to not judge people but people with overblown egos tend to get on my nerves. Now there is a difference between confidence and ego. It can be subtle but it is there. The difference is knowledge and wisdom. Back up your ego and it is confidence. Spew crap and it is ego. The person with the big ego also tends to feel that the rules don’t apply to them. Enter Ricky Rocker, band manager and incoming guest.
RR: I have three rooms, I need to get my people in those rooms now.
Me: Ok sir, I will need your ID and credit card.
RR: (hands me the two cards)
ME: Ok, I have one reservation under your name. Who are the other rooms under?
RR: That would be the guitarist Rick Fender and the drummer Bill Highhat.
Me: I will need them to come up to the desk with their ID so I can check them in after I check you in.
RR: Yeah, that is impossible, they aren’t here. They will be here in 2 hours.
Me: I won’t be able to check them in until then, unless you call the wholesaler and have them change the names on the reservations.
RR: Yeah, that isn’t going to happen. See, I am the manager, I made the reservations. I am checking into the rooms.
Me: Our policy is that you have to be the person checking into the room with valid ID and credit card.
RR: Listen, this isn’t my first rodeo here. I have been to 40 hotels and they always let me do this. You don’t want to do this, dude. This is going to ruin you. We are important in this town and we need sleep to have a gig tomorrow in Cali.
(ok, side note, this is a Saturday night. It is 10pm, two of the 4 band members are here with the band manager. The other two are driving from somewhere. So, if you are a big thing in the town, my town, why didn’t you have a show on a Saturday night and why is your show in California on Sunday night. You know what bands play on Sunday and not Saturday… bands that aren’t big.)
Me: Sir, the only thing that is going to “ruin me” is not following hotel policy and checking you into three rooms and only one of them is in your name. As I said, if you call the wholesaler and have…
RR: You’re pretty new at this, right? You are not listening to me. Check me into the rooms.
Me: Sir, I can’t ch…
RR: Oh you can, you just won’t because you think you are some big shit right now. What you don’t like how we are dressed or is the music too loud for you?
Me: I don’t even know who your band is or what type of music it is? These are the rules.
RR: We have to be on the road in 5 hours. Just get this done.
Me: Ok, fine. I will break policy and risk getting fired and check you into the two rooms that are not in your name.
Me: but I can’t check you into your room that is in your name.
RR: What do you mean? It’s in my name!
Me: Yeah, you see there is a problem with that. An hour ago, a guy came up to the front desk and said he had booked a room in your name and didn’t have your ID or a credit card in your name but he harassed me for 10 minutes and just like now I gave in and gave him your room even though just like you, he had no proof to the room.
RR: Oh, you are some smart ass.
Me: That is the first thing we agree on, sir. So do you want to call the wholesaler and change the reservations or just check into your room.
RR: Let me speak to your manager.
Me: Sure, she is the lady that has been standing next to us for the last 10 minutes.
Mgr: Sir, my employee is correct in stating our policy. .Would you like to check in to that room now?
RR: This sucks, man. Never staying here again.
Me: and that is your prerogative, sir.
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