Recently I was inquiring about a room change at a full service Marrott with a gentleman whose name tag indicated he was the front desk supervisor.
The gist was:
Me: "I was hoping to make a room change for tonight since the room I am in now is facing the open atrium and there is quite a bit of noise coming from the folks there below."
Associate" "I see that you're a Platinum Premier member and that you have plenty of points, a couple million, in your account. You know this rate that you've booked will not count toward your yearly total or nights?"
Me: "OK. What about the room change?"
Associate: "I will check."
So, what was the need, I asked myself, to have an associate remind me of my elite status and then assume that I wanted or needed the points and the stay credited to my account? In fact, I wondered, is this necessary for broadcast to anyone in line behind me? I had not asked for a status update but got one anyway.
Actually the rate was creditable and credited to my account, in spite of his comments to the contrary
I did get a room change to an excellent suite and found the hotel to be excellent in all other aspects. But, the TMI (too much information) rule applies--the guest is not supposed to be reminded of his or her status or the need to acquire points or not. Perhaps a training session could empathise this?
Customer service includes the development of good listening skills: understanding what the customer wants supercedes most other requirements in a competitive environment.
Has anyone else been given TMI at a hotel--just wondering.