I spend my time working for a central reservations office on the dedicated line for top tier rewards members for a large hotel chain.
Today, I had a call come in from an internal travel agent for a certain company. This call kind of perturbed me.
Call comes in with no screen pop, though was announced as a top tier call. Red flag.
Keep in mind, I am being about as sincere as possible. I turn on the cheeriest voice I possibly can when working with people.
Me: Good afternoon, thank you for calling the whoseitwhatsit reservations desk. My name is XYZ. May I ask who I have the pleasure of assisting today?
TA: Hi! My name is [name] I have some reservations that I was wondering if you could move to another hotel for me?
Me: Certainly. Where do we want to start?
TA: I’ll give you a confirmation number. The first one is 12345678
Me: Perfect. For security reasons, could you please verify the name on the reservation?
TA: [Name]
Me: Awesome! I see this reservation is at the XYZ for the dates of ABC. Where do we want to move this to
TA: [hotel]
Me: Great! I see that the reservation itself had a cancellation deadline of up to 48 hours before arrival. Because the guest is a [Tier] Member, I will be more than glad to waive the cancellation penalty. Do you mind if I take a moment to ensure that no penalty will be charged?
TA: Sure, go ahead.
Me: Perfect, just one moment while I get to work.
Queue the sound of “takita takita” in the background while I input the codes.
Me: Alright! The deed has been done. I have sent emails to the appropriate people, may I ask, would you like to copy the cancellation number?
TA: Nah, thats fine. The next one, I have a rewards number. 123456
Me: Great! Could you please verify the name on the profile for me?
TA: [Name]
Me: Alright! I do see this profile does have a reservation. I do apologize, but due to the reservation being booked through [third party], I do not have the ability to cancel or modify this reservation
TA: That’s fine. I’ll take care of that one on my side. Next, can you find the reservation for [Name]
Me: I would be glad to. For security reasons, may I have the last four of the credit card that the reservation was booked under?
TA: I don’t have that
Me: I’m so very sorry, but I cannot look up that reservation without that information.
TA: Are you serious?
Me: Yes sir, I am.
TA: I don’t have that information. Can you do any thing else?
Me: I’m sorry, but the policy states that I have to have the name, rewards number, or the confirmation number, or the arrival da-
TA: Cut the attitude right now. I don’t appreciate that
Me: [Confused and shocked and panicked silence]
TA: Hold on, I’ll call someone.
Me: Alright! I have all the time in the world, take your time.
TA: Was that sarcasm?
Me: I assure you, it was not, I literally can wait as long as it takes, please, take your time.
TA: That really sounded like sarcasm.
Me: I’m so sorry for the misunderstanding. I promise, right now, you are the sole task that I am focused on. [fighting back tears, it has already been a rough day]
TA: [has conversation in the background with someone else] Alright, I have the confirmation number
Me: Perfect! Go ahead!
TA: 12345678
Me: Alright. I have pulled [Name]’s reservation. I’ll cancel that one and move it over to the XYZ. Is there anything else I can do for you today?
TA: Nope. Bye.
Me: I do thank you for calling the [Ho-
The line goes dead.
I cry for a minute and go on.
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