Day 11: Patience is the Lost Virtue.
There are times when the front desk staff will feel self-conscious. The guest will trick you into thinking that you are slow or unreasonable.
When the guests check into the hotel, they immediately expect a long an arduous process, yet unless the guest is interrupting our flow my coworker and I rarely provide an inefficient check in experience. We have achieved thousands of efficient check-ins, yet the guests perceive it as our first time. We do not waste time. We anticipate your questions and needs. The average check- in takes us about 40 seconds. If the guest is as attentive as they expect the staff to be, the check-in should have no problems.
Inevitably a guest will stand at the desk and throw their credit card at the front desk person, and then tap their fingers on the marble counter as though we are taking too long and wasting their time. The staff must not feel self-conscious. Any purchase at a fast food establishment will take longer than our check-in. In fact, our check-in process lasts as long as the video above.