Trusting the Guest to Take Care of Things - The Life of a Hotel Doctor
By Mike Oppenheim, MD
A guest at the Crowne Plaza was feeling under the weather.
After giving April's 800 number to the bellman who passed it on to the guest, I hung up and immediately regretted it. I should have asked for the guest's insurance I.D. and then sent him to his room. Then I should have phoned April to tell them a client wanted a housecall. They would have phoned him and then approved. I've done this in the past; when I'm lazy and trust the guest to take care of things, I often never hear back.
I called an hour later, but the bellman didn't remember the guest's name.