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Apparent Lack of Management Oversight
SpringHill Suites by Marriott Colorado Springs North/Air Force Academy的点评
点评：Hotel was ok - not great - but appears to lack management oversight. Checked in the day of the global outage and computer system was down. Check-in had to be done by hand and then guests escorted to room since they could not program the key cards. There was one staff person to check-in and escort to room so was a time-consuming process. I can understand being unprepared on the first day of the outage, but the outage had been going on for several hours when we arrived and there was NO manager on duty. When we arrived back at the hotel at 9:00 p.m., there was still only one staff person available to assist all guests with check-ins and escorting to room since the computers were still down. From the time we walked into the hotel at approximately 9:00 p.m. until we were able to settle down for the night was about 25 minutes. This was 9 hours after we initially checked in and still no manager on duty. The next morning, computers were still not up and same thing...one person to escort people back to their rooms after breakfast and NO manager on duty.
Nobody can control the computer outage, but you should be able to adequately staff within a reasonable time when something like this occurs and a manager should be on duty to help staff members with customer service.
Nobody can control the computer outage, but you should be able to adequately staff within a reasonable time when something like this occurs and a manager should be on duty to help staff members with customer service.
翻译：酒店还可以 - 不是很好 - 但似乎缺乏管理监督。入住当天全球停电，计算机系统瘫痪。由于无法对钥匙卡进行编程，因此必须手动办理入住手续，然后护送客人到房间。只有一名工作人员负责办理入住手续和护送到房间，所以这是一个耗时的过程。我可以理解在停电第一天没有做好准备，但是我们到达时停电已经持续了几个小时，而且没有值班经理。当我们晚上 9 点回到酒店时，仍然只有一名工作人员可以协助所有客人办理入住手续并护送到房间，因为电脑仍然瘫痪。从我们大约晚上 9 点走进酒店到我们能够安顿下来过夜，大约花了 25 分钟。这是我们最初入住后的 9 个小时，仍然没有值班经理。第二天早上，电脑仍然无法启动，情况还是一样……早餐后，只有一个人护送客人回房间，没有值班经理。
没有人可以控制电脑故障，但当发生这种情况时，您应该能够在合理的时间内安排足够的人员，并且应该有一名经理值班，帮助员工提供客户服务。
没有人可以控制电脑故障，但当发生这种情况时，您应该能够在合理的时间内安排足够的人员，并且应该有一名经理值班，帮助员工提供客户服务。
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