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In addition to the managers’ team effort to support this account, we have worked hard over the years to establish procedures for:
• Reservation Mistakes
• Scheduling Conflicts
• Unhappy Visitors
• Timeshares & Other Promos
• Accounting Discrepancies
• Special Events
A very important support structure that we have in place is an alert system. There are many things that are out of our control, such as weather, traffic, unruly guests, delays, mechanical issues, etc. When an event occurs that might cause a guest to return to their concierge unsatisfied we call the concierge to give a heads up.
Concierges really appreciate this because they’re not caught off guard and it allows them to work on a solution before the problem escalates.
For example, if the wind knocks down an electricity pole that delays the tour 2 hours and the swimming stop is shortened, we advise the concierge. When the passengers return to complain, we have already worked with the concierge. The concierge is prepared with an offer.
This is the culture that we’ve developed with our many partners and are very proud of.