Why are we such sticklers about this? It’s because it’s too easy to make a reservation over the phone just in case you might need to use the space. Only serious inquirers will come to the desk to make a reservation. Experience has taught us that by limiting reservation requests to “in person only” we have very few cancellations. When we take requests over the phone, we have many cancellations. Our goal is to make the rooms available to as many guests as possible. We can better accomplish this by having only serious reservations made in person.
Got somebody on the phone who is upset because you won’t take their reservation? Politely let them know you’ll get your supervisor to talk with them. Remember that your job does not entail dealing with irate or upset people. Let your supervisor handle those guests.
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