EMPIRE AFTER HOURS SUPPORT AND LATE ARRIVALS

EMPIRE AFTER HOURS SUPPORT AND LATE ARRIVALS

EMPIRE AFTER HOURS SUPPORT AND LATE ARRIVALS
Stefania will live onsite at Empire and she will look after the late arrivals and any emergency issues. Stefania will cover this five night a week with our onsite Concierge Hosts covering the other two nights as part of a later start. Over time, this may change again however this is what’s in place now.

Customers arriving after 7pm, should call 1300 88 99 30 option 7, this will divert to the after-hours phone for Empire (PHONE: 0424889342). 

Customers are required to pre-book this service, certainly on nights where customers have not done this, we will not be staffing the property.

In addition to assisting customers with late arrivals, in an emergency i.e. a customer locks themselves out or, there is a genuine building emergency, Stefania can be contacted to assist. Again, this is for genuine emergencies not, I need more coffee.

FAQ:

NO SHOW BOOKINGS
Bookings that have failed to arrive by 7pm, and cannot be contacted, and have not booked and paid for a late arrival are no-shows, please follow the process for dealing with these. Should the customer turn up later, Stefania will assist them, if the accommodation is still available.
WILL WE STILL CHARGE A FEE?
YES, After hours check-in will still be charged as per our normal process. 
WHAT IS THE LATEST TIME A CUSTOMER CAN ARRIVE?
1AM, this is the very latest, same as all locations
DO WE TELL CUSTOMERS WHICH APARTMENT STEFANIA IS IN?
No, absolutely not!
WHERE WILL CUSTOMERS MEET HER?
The same as currently, outside our office
DO CUSTOMERS NEED TO PROVIDE AN ETA?
Yes, we will be there 15 mins before to 15 mins after, beyond this, there may be a delay
WILL STEFANIA BE WAITING ONSITE FOR PEOPLE?
Only if they provide an ETA, otherwise she will return for them if she has something on. In this case, it may be a 15-20 minute wait. Customers need to be educated, we close at 7pm!
DO WE STILL BLOCK AVAILABLE ROOMS BY 7PM?
No, this process should now stop, Stefania will assist customers if they book late and we certainly could do with the income
WHAT ABOUT STEFANIA’S DAYS OFF?
She will leave the after-hours phone with the Concierge Host, who will manage these issues.


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