Week 2

Week 2 

Getting Familiar With The Computer

After the first week of getting used to the property and getting a hang of how to answer the phone I was tasked with learning how to use OPERA.  OPERA is a hotel database where you pretty much do everything on.  Using this system gives you many options such as; making a reservation, updating a reservation, checking people in and out, seeing if the rooms are clean or dirty, seeing how much cash you have taken in.  This is like my best friend here because I am constantly on the computer.

The front desk supervisor is the one who helped me with the learning process of most of the important things here.  Week 2 I was to learn OPERA or at least look over at the other desk clerks to make sure I get an idea of what it is like.   

While taking the time to learn our database, what I got very comfortable with was checking people in.  My shifts the first 2 weeks have been all afternoon shifts.  Since check-in is at 3 p.m or later that's what I have been doing.  The check-in process is very simple all I have to do is ask for the guest's photo ID and a credit card and then just swipe there card and click on OK which then checks them in which I then give them the room keys and show them how to get to their room.  

In the hotel business I quickly realized that you will see all sorts of people walking in and out.  I soon realized that I saw what may have been the rudest guest we have had.  The guest called from their room multiple times asking if we had DVD players or AAA batteries.  Unfortunately we are not a Wal-Mart, of course I didn't say that to him.  My supervisor has had a past with this guest last year and he caused a huge scene at his wedding apparently and now he had 2 free nights in our suite.  Well he wasn't finished.  He was cussing out my supervisor and demanding money so he can go buy the items himself and told her she was full of excuses.  So as he leaves I went to go buy the batteries and deliver it up to his suite.  Surprisingly he was pretty nice to me but he asked for a free breakfast on top of his comp'd room.  I simply told him he would have to speak to my manager about that. The next I find out he had a lot of nice things to say about me which made me feel good about the job I was doing.  

To cap up week 2 what I did basically all week was to continue to get used to the phone and how to speak properly as well as getting comfortable checking people in.  On the side I would get familiar with using OPERA and see the different options it has on there.  If I were to get a phone call for someone trying to book a room I would hand it over to my supervisor or an experienced desk clerk and I would watch and learn.