Receiving requests from in-house guests who have packages, mail or orders addressed to their accommodation in Apartments of Melbourne is quite complex and it is imperative that we respond to them accordingly.
Phone Concierge Team Information
1. Acknowledge the guest's concern by saying "I understand your concern" and use the following suggested scripting:
''Deliveries in the city are complicated and they are often delayed. You are better to get it delivered to the post office and collect it from there as we'are not always in the office and the first parcel run through the city is about 5am. We ourselves do not get deliveries made to us or to any of our offices. They all go to our South Melbourne warehouse and we collect our stuff from there. Beyond that, you are welcome to talk to our onsite staff."
2. For urgent, important mail or packages, raise a ticket to the host to verify if the request can be accommodated.
Do not tell the guest to have their packages delivered to their apartment or the office, auspost do not have access to floors.
Do not advise the guest to wait in their room until the delivery arrives. This is a private secure building therefore only residents, guests and staff are allowed to enter. Also, it is not the best way for a guest to spend their vacation waiting in the apartment for a delivery.
Ensure we communicate our policy without compromising excellent customer service.