It took 4 staff interactions at a recent hotel stay in Philadelphia to successfully get a mini refrigerator placed in our room:
1) 2:30pm: upon initial check-in with guest service agent who said she would make the necessary request while we were waiting for our room to become available.
2) 5pm: upon return to the hotel once our room was ready a new guest service agent said she wasn’t able to confirm whether it had already been placed in the room but we could call back down if we didn’t find it there and one would be sent up in 5 minutes
3) 5:3pm: upon arrival to our room we called and stated that a mini refrigerator had yet to be placed in our room and to please send one up ASAP
4) 6:45pm: now extremely frustrated, another call was made and finally a refrigerator was delivered within 5 minutes.
Let this be an important learning opportunity for you and your team.
What should have happened at Step 1 AND Step 2 to ensure a mini refrigerator was proactively placed in our guest room?
What should have happened during Step 4 (once it got to this point) and afterwards from a service recovery standpoint?