Internship Report Wellton Old Riga Palace Hotel

2. Apart from main salary we also had a possibility to earn some bonus-money by selling excursions to our guests. The company is cooperating with many tourism agencies in Latvia and one of them is Smile Line. They have a wide variety of excursions - starting from city bus tours and ending with three-days trips all over Baltics. So once in a hotel came a pair of tourists, who told me, that they are from a near hotel “Victoria”. These tourists were from Russia and they were very interested in tourism in Riga and Jurmala, but in their hotel there were no possibilities of tourism. So I had advised them all possibilities we have and they have chosen exactly Smile Line tours in Old town and a half-day tour in Jurmala. Together the price for two persons was about EUR 100,- and the bonus-money I got from this was 30%. I think this is a quite good perspective and stimulation to earn money.
3. I had also to deal with some problems during my practice. Of course, there always are some problems or complaints in work with customers, so a person who is working in a customer service should know how to handle them in a right way. I had one situation, when guest arrived at 14:00, the time of check-in in our hotel. And his room was not ready yet. And all other rooms of this or upper category were not available also. So I was extremely respectful and polite to him, explained that due to some reasons his room is not ready yet, but it will be ready in the nearest time. So I registered him and asked to wait. While waiting I suggested him to take a seat at our lobby bar and have a complimentary drink. After 20 minutes the room was ready. I went to put a complimentary chocolate bar and a small champagne bottle in room. And only after that I told the guest that his room is ready and that we would like him to accept our apologies in the form of a small complimentary gift in his room. Guest was very patient and polite and he was not complaining about this situation after his stay.
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