3 /5 M & J C: My experience was average. I walked in and asked if they can accept a walk in basis. They said yes, so I asked how long to wait because I have a little one to look after. Fifteen minutes to wait is what he said, then the person who had a reservation arrived and suddenly they told me 45 minutes to wait. I wonder how they handle reservations and walk- in basis customers. It sounded like scrambled and I just have to guess and be content to just wait. On the other hand, it should be concerning to my part about my timing. This is so important to both understand each other and the timing. It is not one way. It is both ways to be concerned about so we should not waste our both time. As the matters of fact is that….we can’t assume people are always available especially during working hours. I guess the system has something wrong with how to handle the timing and this is the issue. If you have reservations, normally you supposed to inform your clients reservations will hold only for 15 minutes not more.( unless special cases then FLEXIBILITY must be applied which is very understandable .) for example: If something comes up with the clients, they will call you to make changes with the reservation timing but if no proper confirmation of the changes it suppose to be automatically canceled because you also accept walk-in basis. At the same time, you are concerned to not try to make them frustrated both parties. Handling bookings and walks in basis should not be conflicting. It is the matter of how your system calculates the timing for both parts. I knew because I used to work as a receptionist and team leader in the 5 star hospitality industry. You value customers and don’t want to lose business with them. Why? Simply because you make profits making business with customers and those profits go a long way to pay bills, including you, your team and personal needs. I think improvement needed and I guess they need more training on how to handle clients bookings properly. My comment is not trying to be too negative but to be honest of how I view personally base on individual experience. I believe It is just to encourage the proper process for customer’s needs. In fact, improvement is not bad at all because in every business they want to grow and improve. I hope people won’t take it wrong for expressing honestly. Now it is up to you all to value me as your customer. No matter how the experience may be unpleasant, I also say THANK YOU.
