at first everything was alien. we started this course on the busiest day of the week : Friday! on this day the staff didn't have time to teach us the procedures because they had their hands full with guests. we had to jump in and help without actually knowing what to do. this actually paid off, because we got familiar with the systems faster. trail and error. there wasn't time to be shy or unsure. in the following week, when it was more relaxed they thought us the finer details like key checks, how to prepare for guests and how to manage accounts.
the week after we practically started checking in guests and checking them out again. we did payments and settlements on accounts.we also did alot of bookings for activities and charges on accounts. i found that i enjoyed talking to guests and making them feel welcome. dealing with guests is my favorite time of the day. the worst would probably be recons although they are extreemly important. i am over my shyness of guests.
in the third week i was in Sondela reservations office... although you never see a customer you speak to hundreds every day. iv developed a way of dealing with upset, unreasonable, angry, frustrated, annoyed and malisious customers. the trick is to never change your tone of voice, becuase customers can hear the diffrence. stay calm, profesional and be as friendly as possible. keep the smile on your face. iv also learned of RCI points and FUNSEEKERS points systems and their relations to resorts.
this was a very intresting week and enjoyed it, but missed interacting with guests in person.
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