File · ELEANOR · Coordinating

Eleanor Voss

Guest Relations · Complaint Recovery · VIP & Escalations Desk

30 years front-office. Handles VIP arrivals, difficult conversations, and Forbes-standard service recovery.

ENFRForbes 5-Star ServiceTrauma-Informed Service

Calls Today

Messages

Reservations

$1.2k

Upgrade Rev.

4:06

Avg Handle

100

CSAT

Activity · F1 · Voice Call

Charlotte Whitcombe

Presidential Suite · The Beaumont Hotel

Loyalty Recovered

Reason for Contact

Room not ready for 3pm VIP arrival

Receptionist Note

Housekeeping expedited. Cocktails on the terrace + spa credit ($250) comped. GM personally greeting at arrival.

Handled

15m ago

Duration

6:48

Priority

VIP

Beaumont Group · Logged to Opera PMS

Reservation Workflows · Owned by Eleanor

On the Board Right Now

3 active

Check-Out · WM-22087 · ETA 16:00

Nia Adebayo

Junior Suite 902 · The Windmere Inn

Prepping

RoutinePlatinum

14-night executive stay. Bell storage until 20:00, rideshare voucher issued.

Checklist3/5 · 60%

Extended-stay folio itemized · 11:20
Late 16:00 checkout approved · 11:22
Bell storage tag issued· Bell
Airport rideshare voucher texted · 11:35
Room turn scheduled for arriving guest· Housekeeping

Check-Out · BM-40699 · ETA 11:00

Owen Foster

Standard 517 · The Beaumont Hotel

Escalated

Urgent

Review-site complaint. 1 night ($329) refunded, comp future stay offered. GM notified.

Checklist4/5 · 80%

Complaint captured in Medallia · 10:04
Manager callback completed· Eleanor · 10:18
Refund $329 processed· Accounting · 10:31
Comp night certificate issued· Loyalty · 10:34
GM public-reply drafted for review site· GM

Room Change · BM-40755

Charlotte Whitcombe

Presidential Suite (delay) → Governor's Suite (temp) · The Beaumont Hotel

In Progress

VIPSignature

3pm VIP arrival — Presidential not ready. Governor's staged as temporary lounge with cocktails.

Checklist3/5 · 60%

GM alerted, welcome revised · 14:38
Governor's Suite prepped as holding lounge· F&B · 14:51
Terrace cocktails + spa credit ($250) comped · 14:55
Presidential turn to complete· Housekeeping
Guest walked to final suite by GM· GM