How does Accor treat you as an Elite guest?

[QFFHntrGthr]

Whilst UI am all about naming and shaming, I hesitate to do so until I have given the hotel an opportunity to fix the issue. I recommend you go to the front desk and ask to speak to the GM (being the weekend it may be the manager on duty) and raise your concerns about the lack of recognition and ask them what service recovery they can offer.

Naming what you are reporting on is not shaming at all. Anonymous reporting is meaningless.
If the staff member you're dealing with is attending to and rectifying the problem, I don't really see the need to escalate it to the duty or general manager.
In this case @JYK has observed it could be an IT issue. If the problem persists, then others, especially members on AFF who have preknowledge of this situation because it has been reviewed here would seek to clarify if IT is still trying to fix the problem or should it be escalated to higher authorities.

 

[markis10]

f the staff member you're dealing with is attending to and rectifying the problem, I don't really see the need to escalate it to the duty or general manager.

Accor has a customer service recovery module in their pms that only the manager has access too, relying on a staff member may fix the problem but asking the manager will ensure it’s more than fixed. Most hotel chains have similar and don’t empower front line staff, so expecting them to fix a system issue is foolhardy. Sofitels PMS in Brisbane was based originally on the Sheraton PMS, ancient roots. Goran Alexandrovski is the GM tasked with making the place work for its relatively new owner CDL.

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[Daver6]

Accor has a customer service recovery module in their pms that only the manager has access too, relying on a staff member may fix the problem but asking the manager will ensure it’s more than fixed. Most hotel chains have similar and don’t empower front line staff, so expecting them to fix a system issue is foolhardy. Sofitels PMS in Brisbane was based originally on the Sheraton PMS, ancient roots. Goran Alexandrovski is the GM tasked with making the place work for its relatively new owner CDL.

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Going a little off topic, but that's actually one of the great thing about Conrad hotels. All staff members are empowered to do what they believe is the right thing to make up for an issue.

 

[QFFHntrGthr]

Whilst UI am all about naming and shaming, I hesitate to do so until I have given the hotel an opportunity to fix the issue. I recommend you go to the front desk and ask to speak to the GM (being the weekend it may be the manager on duty) and raise your concerns about the lack of recognition and ask them what service recovery they can offer.

Naming what you are reporting on is not shaming at all. Anonymous reporting is meaningless.
If the staff member you're dealing with is attending to and rectifying the problem, I don't really see the need to escalate it to the duty or general manager.
In this case @JYK has observed it could be an IT issue. If the problem persists, then others, especially members on AFF who have preknowledge of this situation because it has been reviewed here would seek to clarify if IT is still trying to fix the problem or should it be escalated to higher authorities

don’t empower front line staff, so expecting them to fix a system issue is foolhardy.

You misunderstand me. I didn't mean the front line staff fixing the IT issue. I was referrimg to the front line staff fixing the non status recognition of the guest (but as it turned out they didn't because the hotel tried to charge for the platinum guest's breakfast).
Of course there are procedures in place at any business to recover. I recognise your knowledge of the Accor group backend operations and am in a position to comment on it. Let's hope the new owners have chosen the right man for the job and we will begin to see improvements.