domingo, enero 29, 2012

LA IMPORTANCIA DE UNA RESERVACIÓN A TIEMPO

Esta historia es bien conocida por todos, ha sido narrada una y mil veces a través del tiempo: Augusto Cesar , decide que tiene que haber un censo, todos deben inscribirse en sus propios pueblos y esto implica que José y María deben desplazarse a Belén para cumplir el mandato; María está en estado de embarazo, el bebé debe nacer por esos días. Cuando la pareja luego de un arduo viaje (a lomo de mula ella y llevando el cabestro José) llega a Belén, se encuentra con que todas las posadas están copadas por personas que han tenido que hacer el viaje desde muchos puntos, para poder ceñirse al mandato. Luego de mucho ir, venir, preguntar y rogar, logran dar con una completamente llena en donde su dueño, viendo el estado de María decide ofrecer a la pareja un rincón de su establo para que pasen la noche y así puedan reponer energías; el resto de la historia es ya conocida por la humanidad.
Si hubiesen existido las comunicaciones, se hubiesen evitado estos contratiempos haciendo la reserva de una habitación en una de las tantas posadas, precursoras de los establecimientos de alojamiento actuales, llámese hotel, hostal, posada o albergue, y la historia sería otra.

Todo lo anterior para destacar la importancia que tiene el hecho de llevar a cabo una reserva con la debida antelación antes del viaje. En mi larga carrera hotelera me he encontrado con muchas situaciones, en donde familias enteras han tenido que dormir en su carro, porque no tuvieron en cuenta este detalle y decidieron aventurarse hacia el destino y la época más demandada del año.

Qué paradoja que sea precisamente esta tierna historia la que haya sido el motivo para la alta temporada vacacional no solamente en Colombia, prácticamente lo es para todo el mundo, generando una demanda desbordada para los destinos turísticos. Estoy seguro que el posadero que atendió a José y a María el día que estos llegaron, si hubiese tenido habitación disponible se las habría cedido; no obstante, tuvo la suficiente recursividad para ofrecerles cobijo así fuese en el establo. Que sirva esta lección para mis colegas hoteleros del mundo para que no se limiten a decir NO HAY DISPONIBILIDAD, hay que dar opciones, aprovechar los recursos comunicacionales para estar enterado a todo momento de quien dispone de cupos, ponerse en la ropa del viajero que llega, que no conoce el destino y ayudarlo a conseguir esa ansiada habitación.

En cierta ocasión viví una experiencia parecida en un hotel, los pasajeros llegaron sin reservaciones e insistían en el deseo de quedarse en nuestro hotel por cinco noches, por ser según ellos, el mejor de la ciudad; al no tener disponibilidad inmediata, les sugerí un hotel colega tres cuadras del nuestro, con la promesa de alojarlos el día siguiente, por el resto de la estadía.

Acordamos hacerlo así, los mande para el otro hotel, espere treinta minutos y los llamé para cerciorarme que estaban bien, y me respondieron que sí, pero que estaban ansiosos de poder pasarse para nuestro hotel el día siguiente. Les dije que su habitación estaría disponible a partir de las cuatro de la tarde.

Al día siguiente cuando llegaron, los recibí personalmente y los acompañe hasta la habitación en donde habíamos dispuesto flores, refrescos y unos lindos detalles de navidad para los niños. La grata respuesta de ellos a todos nuestros esfuerzos fue escueta y sencilla: “Por estos detalles es que nos gusta venir acá, sentimos mucho no haber hecho la reserva antes, hemos aprendido la lección”

Hasta el nuevo año, felicidades para todos,


ivanres49@hotmail.com

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