Known for its extensive menu of burgers, and serving bottomless steak fries, Red Robin was first opened on Eastlake beneath the southern end of the University Bridge. It was first a tavern named Sam’s.  The owner was a fan of the lyrics, “When the red, red robin goes bob, bob, bobbin’ along” and he eventually incorporated the lyrics into the name of tavern with Sam’s Red Robin.

The tavern eventually became more of a restaurant, and Sam’s was dropped from the name.  A local Seattle restaurant developer purchased the Red Robin, developed the concept of gourmet burgers, and set the stage for franchising the concept.  The menu has expanded beyond burgers, but still remains fairly true to the original concept.  It is a family friendly restaurant.

Although the restaurants have been through their ups and downs, there are currently over 400 Red Robin locations across the United States and Canada.  It’s is publicly traded on the NASDAQ exchange.

Photo credit:  personal collection

Post from: Fly Away Cafe

If you need to call a reservation center, here are 6 Tips for Phone Reservation Success that will help you get what you need while also helping to reduce your frustration level:

1. Place your call at a non-peak time. Late nights are always a good time to call and most call centers define late night defined as any time after 8 pm. If you must call during the day, mid-day during the week is the next slowest call period.
2. If a breaking news story about your airline or destination is occurring, place your routine calls at another time. For example, natural disasters, airline bankruptcies, a major snowstorm, etc., will result in massive amounts of calls.  If your call isn’t urgent, wait until things calm down.  You’ll get faster and more efficient service.
3. If you don’t know exactly what you need, and are merely doing some research, let the agent you are speaking with know this right up front.  Follow that up by asking if they have time to check some things for you. I use this frequently and have never been told no. On the other hand, most agents are evaluated by the length of time they spend on a call and what kind of booking results they achieve.  Calling off peak helps reduce this pressure, but if you still get someone who is under pressure, give them a chance to suggest a better time to call back.  Don’t forget, empathizing with someone’s job responsibility, you put yourself on the same side.  And we usually want to come through for someone who is on “our” side.
4. Don’t be a know it all. If what you are told doesn’t seem right, don’t become belligerent or abusive. Politely point out how that doesn’t match up with what you were expecting, and ask if the agent could check again. Sometimes a minor change or misunderstanding can result in different information. Mistakes can, and do, happen, on both ends of the phone line.
5. If the discussion is centered on the quoted price, ask if it’s the best available. I sometimes phrase this: "Wow! I didn’t think it would be that high. Is that the best you can do?"  Or, try something like, “Are there any discounts available?”  Sometimes the agent can find another discount that might apply. Just don’t get upset if that really is the best price available.
6. If frustration takes over the conversation, whether on your end or the other, politely sign off and start over again.

Add some good manners into the mix along with these tips, and you’ll likely come out a winner in your travel plans.

Do you have any additional tips for dealing with reservation centers?  Leave your ideas in the comments.

Image credit:  SXC 

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Post from: Fly Away Cafe

Maybe it’s because we don’t know what they do and so, by extension, we don’t know what they can do for us.  Maybe it’s because we think a concierge will bill us some outrageous sum of money for helping us.  Or maybe it’s because it’s a French word, and that alone makes it intimidating.

How can a hotel concierge help you? 

Here’s a list of some requests that a concierge can assist with:

• recommendations about things to see and places to go
• arrange limo services
• make appointments for spa treatments, private shopping, hair styling, etc.
• assist with problems like finding a tailor for clothing repair or alterations
• arrange for shipping
• make restaurant reservations
• secure theater, concert, and special event tickets
• having flowers delivered
• helping to stage surprise events and make special occasions over-the-top
• make referrals to suppliers, shops, services

While the price of any tickets or items purchased is yours, there is no charge for the concierge’s service.  A gratuity, based on difficulty of request, is appropriate.  For simple reservations or information, no gratuity is necessary.  However, if your concierge gets you into a restaurant that’s booked for a months, or gets you tickets to a sold out concert, $20 (or more) would be appropriate.

I’ve used a concierge to make reservations, find a charger for my cell phone, arrange a limo to the airport, and create a diversion for a surprise party.

How about you?  What creative things has a concierge helped arrange for you?

Photo image:  flickr

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Post from: Fly Away Cafe

It can be annoying to be put on hold, and repeatedly hear how many callers are ahead of your or how long your expected wait time is, and even further annoying to finally get a person who you can’t understand.  I hope these tips will help reduce your frustration factor, and get you the information and service that you really need.

• Call at non-peak times.  This means avoiding calls during standard business hours, if at all possible.  Late nights (generally considered after 8 pm) are usually good are usually light in terms of wait time.
• News stories can impact the number of calls made to the call center/reservation line.  If there’s a major event concerning your airline or the destination that you are traveling to, and your need for information isn’t truly urgent, wait a bit to place your phone call.  If it’s urgent, of course you would call, but if your travel plans are weeks down the road, let the critical situation pass and then place your call.
• If the purpose of your call is more for research, and not to book a specific flight/room, let the agent know this right up front.  I say something like:  “I’m planning a trip to XXX, and am gathering the information I need to make my decision.  Do you have time to assist me?”  By doing this, they can take the time to dig a little deeper and explore more alternatives with you.  Agents are evaluated by how quickly they can get on and off the call to make a booking.  If a supervisor is standing over your agent’s shoulder, they will not be the help that you need them to be.
• If the discussion is all about price (as opposed to convenience and/or time), once you are quoted a price ask if the price quoted is the best available.  I use this phrase a lot:  “Wow!  I didn’t expect that it would be that high, is that the best you can find?”  Digging a little deeper might (or might not) find something, but at least you’re asking for alternatives.
• Be polite.  If you are getting information that just doesn’t seem right, politely explain and ask the agent to check again.  Miscommunication and/or misunderstanding is usually the reasons this kind of stuff happens, but mistakes can and do happen.  Both of you should be allowed an “ooops” moment, and then just start fresh.

Do you have techniques that have worked for you when dealing with reservation agents?  Please leave your suggestions in the comments!

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Post from: Fly Away Cafe