THE AGE DIFFERENCE

Q: How do you

supervise older

employees that

report to you?

Examples

-When you need something specific done?

-When there is a problem with something they have done?

-When you want to reward/praise them for doing a good job?

DIFFICULT GUESTS

5-Part Question


1. What types of difficult guests do you encounter most often?


2. How do you deal with difficult guests???


3. Do you believe that the way you deal with difficult guests is different from the way your older counterparts deal with them or the same?

4. Please answer the following example describing the way you would handle this particular situation. If you answered "different" to question 3, please describe some of the differences between how a generation XY and Vacation Rental Managers from another generation would handle the situation.

EXAMPLE

Your guest arrives at the rental, which they had chosen based on online pictures and conversations with you or another representative and tells you that they were mislead. The customer tells you that the property was misrepresented and they don't want to stay there and want a substantial discount (40%).

*** You believe this property was represented accurately and that the customer is just being difficult, WHAT DO YOU DO?

5. Please let us know if these questions, regarding difficult guests are helpful to you as a forum for industry solutions to problems such as this.

Thank you

Welcome to the VRMA Future Leaders Blog

An article titled Speaker Savvy by Jeanne Martinson states, "Each generation has unique perspectives on work, loyalty, communication, and leadership." Recognizing this, VRMA views the XY generation as the future leaders of the Vacation Rental Industry and wants to support your educational and professional development in order to ensure your individual success, the success of your peers and of the industry in its entirety.

In an effort to do this effectively , and with your input, we have created this blog. The purpose is to serve as a way for Vacation Rental Managers from the XY Generation to be an integral part of the planning process for the Future Leaders Forum, held at the 2007 Annual Conference in New Orleans.

Please take part in our polls and share your interests, stories, examples and advice with other Vacation Rental Manager Bloggers. You are also welcome to critique and rate the questions asked in this blog, including their relevance and importance to you as a vacation rental manager. This will ensure that the VRMA provides you and your peers with an excellent and educational experience at the upcoming annual conference.

Thank You!