We all remember the days when we needed to book a flight or hotel we would have to march into the bricks and mortar type travel agency to communicate our travel requirements or dream vacation and have the travel agents provide their recommendations along with options and pricing. This used to work out fine with the airline or hotel paying commissions to the travel agent (although some might suggest this was a conflict of interest when the agent entices you to take a flight or stay at the hotel where commission rates are higher). However, over the past 18 years, these commissions have been shifted onto the consumer – so you will pay more using the traditional bricks and mortar travel agency. Then came along the ability to book directly on hotel and airline sites, these proprietary sites were built for one purpose only – to entice you to book directly with them without comparing any other options – assuring you the lowest rates.
In a dimly-lit hallway of the cavernous Las Vegas convention center, three Cisco networking customers were fretting over a networking certification exam they had just finished. “Dang, it’s like finals week at college,” said one man. A woman in the trio shook her head; the second man in the group groaned. “I think that baby, well, I might wanna take it again,” the second man said, forcing a smile. All three looked up and smiled widely when a reporter approached, asking later that their names not be used for a story. They turned to walk slowly out of the convention complex into the 105-degree Vegas afternoon, arms wrapped around one another’s shoulders in consolation. Taking a Cisco certification exam is serious stuff. The winners – and those who pass really think of themselves as winners – get a plaque and a Cisco Certified Internetwork Expert (CCIE) identification number for the toughest level of tests, a number they can use on business cards and resumes to enhance their earning potential.
How may I help you? The guest says he/she would like to reserve an accommodation. Reply as, “Certainly (Sir/Madam). May I request you for your name, mobile number and email ID please? The guest tells the same. Further ask, “And your company/travel agency name is? The guest replies, “I am from (Company/TA name)”. Ask the guest about check-in and check-out dates required for reservation. Request the guest to hold the line till you search for availability of the desired accommodation. Inform the guest approximately how much time you would take to find out. Put the call on hold and check availability. Convey the non-availability of the desired type of accommodation to the guest politely as, “Sorry sir/madam, “(all the accommodations are occupied/the desired type of accommodation is not available)”. Suggest the guest about a nearby sister-concern hotel, if any. Suggest the guest to take other similar kind of accommodation by describing its amenities. Record the guest data in the PMS along with the ‘Turn away’ reason.
Am I the only one who finds it unethical to share my clients’ email without their permission? TripAdvisor markets all of this as “services” for businesses listed on their site, but we’re just really promoting the TripAdvisor “brand”, as if they represent anything other than the anonymous and often unreliable mob at best, and a bunch of desperate or unscrupulous business owners committing fraud at worst. Again, with zero responsibility for anything posted on their site, TripAdvisor wins no matter what happens in their gladiator arena. Accountability goes both ways. I could write an entire article on how ethical it is to allow anonymous reviewers to disparage a business with little recourse. After all, the justice systems of most western democracies are built on the idea that defendants in a court case know who their accusers are. But there have already been many articles about the lawsuits and consumer complaints against TripAdvisor including a 2.3 star ranking on the Better Business Bureau.
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