Education About Checking Into a Resort

Working at a resort is something I've always wanted to do. I about to graduate with a major in Tourism, and so far I am loving interning at the Royal Palms. Although I love what I do, it has exposed me to a variety of people. With that being said, I want to ask a question. When you check into a hotel/resort, what do you think you need? Of the friends that I have asked, most answered, credit card. If you guessed credit card, then you are correct! It AMAZES me how many people will try to check into the resort and they are shocked when we ask for a credit card.

Another thing that many guest do not realize is what an authorization is and what it does. Let me break down the process of checking in. First you give us the last name the reservation is under. we then pull up the reservation on the computer and then go over the registration card with you. This information consists of how much your resort fee is and what it covers, how long your stay is and what your rate is. It also covers the no smoking policy, deep cleaning fees and the check out time. After we go over the information we then ask for a photo id and a credit card. We then swipe the card and hold an AUTHORIZATION of money. That include incidentals, room, tax, and resort fee. Now what an authorization means is that we have a hold on a certain amount of money and we release that the authorization after you check out. When you check out you can pay however you please; either with that card, another card, cash or even check. Now 9 out of 10, most people know this process and understand what it means. For the few that do not understand, we break it down and and explain it, and then for the very few that still don't understand, they are the ones who end up getting mad at the Front Desk Staff and blaming us for their troubles.

Another thing about authorizations. When people put a DEBIT card down, I let them know how much we are authorizing on the card. If they do not understand, I explain we are not CHARGING the card, we are simply doing an authorization that puts a hold on a certain amount of money.... I know this blog post is a little dry, but I guess the main reason for posting this is the frustration I get with people sometimes. Just recently I informed a guest, that used a debit card, of how much we were authorizing and she said "So you're charging me?" I told her no it was just a hold on the money. TWO DAYS LATER, she comes to the Front Desk and says I took money from her and charged her bank account and that I NEED TO BE RETRAINED. Now mind you, she never said any of that to me face.... NO, she told another Front Desk Agent. After our Assistant Manager handled the situation, everything was pretty much resolved. It just sucked being blamed for something that is has nothing to do with me, but with the error of the other person. All well.

Sorry for the little rant and rave. I guess you could say this was a little bit if a venting session... Either way, just know the hotel's policies before you check in and if you have questions about it, call them before your actual arrival. Other than that, working at the resort is wonderful! I'm meeting new people everyday and I'm really starting to get to know my co-workers, which is awesome. The semester is moving along quite quick, but its great! Looking forward to absorbing more information and fine tuning my skills. :)