Management took a job duty from general reservations department (extend stay) to add additional nights when a guest is due to check out but flight may have been cancelled, added this to our job description, with no additional pay upgrade.
Now, if guest hangs up and you have not completed request, next call will come in, sometimes same complaint, maybe different complaint or guest just want to check out. this process is time consuming, always more than one form to complete. Always keep guest on the phone while working on service issues like repair order (maximo) then complete another form (glitch).
We were trained to listen, don't take it personal and have empathy for the guest. Caesars created Guest Services for (SRC) service recovery complaints so when guest is complaining due to issues we apologize then offer compensation like: comp off 2 resort fee charges or offer $30 food & beverage credit, a few guest not satisfied with offer, will use profanity or hung up. Working with 9 Las Vegas properties, always construction at one property any given day, usually 8am-6pm, guest upset noise woke them up, inconvenience. If the hotel occupancy is 97% and above, most likely no late check outs for this day or a paid late check out starting at $20+tax for 1 additional hour, guest complaint. Call Center day shift, lots of hotel room check outs by 11am, which around 60% of guest requesting a late check out.
