Question about calling maintenance/front desk with room issues...

[BLTLDZ]

I remember reading somewhere that when you call the front desk/housekeeping it actually goes to a call center.....Supposedly there is a better number to call direct? Am I crazy, or is this accurate??

 

[KatMark]

I remember reading somewhere that when you call the front desk/housekeeping it actually goes to a call center.....Supposedly there is a better number to call direct? Am I crazy, or is this accurate??

Yes, when calling the front desk at the resort, you are actually calling the CRO center (they see what resort the call is going to and answer "POFQ, CR, Poly," etc). If we have an issue, we always walk to the lobby to address it as we know this is the quickest and most efficient way the problem will be handled.

 

[dzorn]

Yes this is accurate. If you need something fixed call maintance. If you need something cleaned call housekeeping. If you really want to talk to front desk go to front desk.

Denise in MI

 

[Burnt Toast]

It is directed to a Call Center, however there are means of communication from the Call Center to the Front Desk back operations team at the Resort (usually they'll put in a Service Request and then the back operations team will handle it). Also the reason for the Call Center is that the Call Center filters the calls that they get and then direct it to the appropriate departments.

The Call Center filters calls so they don't ALL just go to the Front Desk but instead to the appropriate department that can assist you with what you need. Housekeeping issues (for instance), while they can be handled at the Front Desk by the Front Desk calling/putting in a work order to Housekeeping... are best handled by Housekeeping. They also filter calls because not all calls are appropriate for the Front Desk (like if you had issues at a Park and it's definitely not a hotel issue)... but for hotel issues the Call Center basically has the EXACT same powers and capability to put in work orders to Engineering, Housekeeping, etc. etc. as the Front Desk does.

I'm amazed at folks that hear "Call Center" and immediately get turned off by that. I remember speaking to a Guest that wanted a toothbrush sent up to the room, but instead of hitting that Housekeeping or Front Desk button on the phone... she decided walk to the Front Desk (and her room wasn't exactly very close) and ask. When informed her that for next time she can just touch the Housekeeping button on her phone, as her request is handled by Housekeeping, she said, "Oh! I read online that all the calls go to a Call Center". Sigh. The agent at the Call Center basically could have done exactly what I did, which is put in for a work order through the dispatch system, and she wouldn't have had to walk all the way to the Front Desk and then back to her room to accept the delivery by the Housekeeping runner. It would have been MUCH quicker if she would have called and she even wouldn't have had to leave the room.

The Call Center isn't the most horrible thing in the world, folks.

 

[Burnt Toast]

If we have an issue, we always walk to the lobby to address it as we know this is the quickest and most efficient way the problem will be handled.

That is actually NOT true. If it's a Front Desk issue (like you lost a room key or you want to change your CC on file), then yes as those things cannot be handled over the phone... but if it's a Housekeeping or Engineering issue, then it is most definitely not in either speed or efficiency. That is, unless you are super close to the Front Desk anyways... but again, the Call Center is able to put in for work orders and do it exactly same way that the Front Desk would wind up doing it.

 

[KatMark]

That is actually NOT true. If it's a Front Desk issue (like you lost a room key or you want to change your CC on file), then yes... but if it's a Housekeeping or Engineering issue, then it is definitely not.

Yes and no. We've done the "housekeeping" button in the past and had no response, so we've walked to the front desk. But in most cases yes you can press the mousekeeping button and they handle it for you, I agree.

 

[Burnt Toast]

Yes and no. We've done the "housekeeping" button in the past and had no response, so we've walked to the front desk. But in most cases yes you can press the mousekeeping button and they handle it for you, I agree.

Funny thing is that when you call Housekeeping (the only reason why I mentioned the Call Center filtering to Housekeeping is because not everyone sees or uses the Housekeeping button, they just automatically hit that Front Desk button), you don't go to the Call Center at all... you get connected to the Housekeeping dispatcher. Walk all the way to the Front Desk and guess who they call? The Housekeeping dispatcher.

However, they are asking the Front Desk to refrain from calling the Housekeeping dispatcher directly and instead put in a work order (so there is a record of the request and it is automatically dispatched to the Housekeeper assigned to your area via their radio) though the system. This is also the same system that the Housekeeping dispatcher uses to add and maintain the work orders currently in the system... and yes, it's done on a first-come, first-served basis and if there's a lot of work orders in the system, the response/resolution might not be immediate.

 

[KatMark]

Funny thing is that when you call Housekeeping (the only reason why I mentioned the Call Center filtering to Housekeeping is because not everyone sees or uses the Housekeeping button, they just automatically hit that Front Desk button), you don't go to the Call Center at all... you get connected to the Housekeeping dispatcher. Walk all the way to the Front Desk and guess who they call? The Housekeeping dispatcher.

However, they are asking the Front Desk to refrain from calling the Housekeeping dispatcher directly and instead put in a work order (so there is a record of the request and it is automatically dispatched to the Housekeeper assigned to your area via their radio) though the system. This is also the same system that the Housekeeping dispatcher uses to add and maintain the work orders currently in the system... and yes, it's done on a first-come, first-served basis and if there's a lot of work orders in the system, the response/resolution might not be immediate.

Thanks for the clarification. Personally, we've had only two issues in over 20 visits and the reason we walked to the front desk was that after four hours we still had no towels at all; the other issue was the light in the bathroom did not work (both of these were at the Contemporary) and after two days it still had not been fixed after calling maintenance. Hence, we walked to the front desk and asked for a manager because the length of time was no longer satisfactory.

 

[Burnt Toast]

Thanks for the clarification. Personally, we've had only two issues in over 20 visits and the reason we walked to the front desk was that after four hours we still had no towels at all; the other issue was the light in the bathroom did not work (both of these were at the Contemporary) and after two days it still had not been fixed after calling maintenance. Hence, we walked to the front desk and asked for a manager because the length of time was no longer satisfactory.

2 issues over 20 visits.. that's 2 issues too many!

However, for your two issues... what you did was VERY appropriate since you had put in the original requests for service and they were not met after a few hours / few days (oh my!). At that point personally speaking to a manager was necessary.

 

[KatMark]

2 issues over 20 visits.. that's 2 issues too many!

Seriously, we've been very lucky with our visits and have never had major issues. Plus, we don't let the small stuff bother us.

 

[DISFANSTHREE]

WE had one problem with our room at P O F Q, on day three of the trip as we were leaving the slide bar latch, not the chain some how closed just enough to catch door a would not open. WE came back to resort mid morn and door only would open a little, not enough to get hand in and open latch.. Luckly a housekeeping MGR was walking by she called maint and was there in ten min. Took him 5 min to fix and put a new latch on....

 

[bear_mom]

We had no problems calling the "call center" when we needed new bedding during the middle of the night. One of my dds had gotten sick and I just hit the front desk button the phone. Within 5 minutes there was someone at the door with new bedding plus a bunch of towels and other things we might need.

Worked well and I had no idea that the call didn't go to our resorts front desk until I got back and read it on the boards.

Oh, we were at Pop.

Emily