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  • #1

    "That must be why you work here"

    Grrr.

    SC walks in about an hour after I started my shift.
    Me: "Hi, how can I help you?"
    SC: "I'd like to pick up my keys for [room], please."
    Me: "Sure, I just need to see your ID."
    SC: *heavy sigh* "It's in the car."
    Me: "Well, I'll need to see it."
    SC: *leaves and returns with ID, which she tosses at me* "I don't see why you need my ID. I already showed it earlier."
    Me: "Well, I haven't met you yet so I need to check it. If you could please fill out just your name, license plate number, and signature here."
    SC: "So, am I getting some sort of discount for the inconvenience?"
    Me: "I'm...sorry?"
    SC: "I came by earlier and my room wasn't ready."
    *Note: it's 4:10pm, and while we don't have a set check-in time, we don't usually promise rooms before 4pm. Also, she was already getting a seniors discount.*
    Me: "I'm sorry, I can't do a discount for that. We typically don't promise a room before 4pm and it's only 4:10 right now."
    SC: "That's not what your website says!"
    Me: "Our website doesn't list a check-in time, but we check guests in as soon as rooms are clean. I see you came here at 1pm, and unfortunately we didn't have a room ready that early."
    SC: "Your customer service skills are terrible. That's probably why you're working here, huh."
    Me: *fuming* "Here are your keys. Coffee is over there in the morning."
    SC: "I don't appreciate your attitude."
    Me: *big forced smile* "Well, I don't much care for yours either, but if you need anything we're here all night to serve you."
    SC: "I sure hope I never have to talk to you again."
    Me: "I sure hope I never see you again, either. You have a wonderful day."
    SC: *storms out in a huff*

    After she left, Boss Lady called me into her office. I was expecting to get a talking to for my closing comments, but instead Boss Lady told me she was filling out an incident report on the guest in case she calls Corporate and filled me in on how SC had been earlier. Apparently she was in around 1pm (note: our check-out is at noon, and we've been selling out every night). Needless to say, the room wasn't ready yet. CW told her it would be ready by 2:30 and put a rush on the room, and housekeeping did get it ready by then, but SC didn't return until 4pm (see above). Apparently she was as much of a bitch to CW then as she was to me.
    Knowledge is knowing that a tomato is a fruit. Wisdom is not putting it in a fruit salad.
    Tags: None
  • #2
    I've been towing the line with certain customers in terms of when and where to let my brain/mouth filter go off for regularly scheduled maintenence. Somedays there's only so much tongue biting you can do with people before you either choke on your own blood or just spit out what you have to say.

    I only wish more bosses would take my side as yours did when the latter happens.

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    • #3
      Quoth NateTheChops View Post
      I've been towing the line with certain customers in terms of when and where to let my brain/mouth filter go off for regularly scheduled maintenence. Somedays there's only so much tongue biting you can do with people before you either choke on your own blood or just spit out what you have to say.

      I only wish more bosses would take my side as yours did when the latter happens.
      Normally Boss Lady wouldn't take my side like that, however SC had been a bitch to her earlier so I was probably just saying what Boss Lady was thinking. She was not very impressed by this SC. Boss Lady's always tight on the purse strings, too, and hates giving discounts, so she'll typically back up any discount denial (and had I given in to SC's demands, I probably would have gotten yelled at for giving unnecessary discounts).
      Knowledge is knowing that a tomato is a fruit. Wisdom is not putting it in a fruit salad.

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      • #4
        Quoth bhskittykatt View Post
        SC: "Your customer service skills are terrible. That's probably why you're working here, huh."
        You: "No, if they were good, I wouldn't get away with doing this.." (throw keys on the floor next to the SC)

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        • #5
          Quoth bhskittykatt View Post
          Normally Boss Lady wouldn't take my side like that, however SC had been a bitch to her earlier so I was probably just saying what Boss Lady was thinking. She was not very impressed by this SC. Boss Lady's always tight on the purse strings, too, and hates giving discounts, so she'll typically back up any discount denial (and had I given in to SC's demands, I probably would have gotten yelled at for giving unnecessary discounts).
          If I showed up at 12 noon for a 3:00 or 4:00 check-in I would be very happy to wait the extra time in the lobby because it would be so much more pleasant than waiting those three to four hours in rush hour traffic like I usually do.
          "I don't have to be petty. The Universe does that for me."

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          • #6
            I love it when they show up at 8-9 in the morning and expecting to be checked in. Do people really have no idea how hotels work???

            Then you try to get the room ready by rushing housekeeping and when the room's ready, they are no where to be found!!!

            Comment

            • #7
              Quoth bhskittykatt View Post
              SC: "Your customer service skills are terrible. That's probably why you're working here, huh."
              "And where do you work? Nowhere? Wow, your skills must be atrocious if you can't even get a job at Mickey D's!"
              Quoth bhskittykatt View Post
              After she left, Boss Lady called me into her office. I was expecting to get a talking to for my closing comments, but instead Boss Lady told me she was filling out an incident report on the guest in case she calls Corporate and filled me in on how SC had been earlier....Apparently she was as much of a bitch to CW then as she was to me.
              Glad to see your boss has your back on this one. Far too many bosses let SCs walk all over their employees even when the problem is the SC's fault.
              Quoth hotelnpa View Post
              Do people really have no idea how hotels work???
              No, no they don't. The general public has no idea how any business works, otherwise they wouldn't be making such stupid demands for discounts and other goodies all the time.
              I don't have an attitude problem. You have a perception problem.
              My LiveJournal
              A page we can all agree with!

              Comment

              • #8
                Quoth NateTheChops View Post
                Somedays there's only so much tongue biting you can do with people before you either choke on your own blood or just spit out what you have to say.
                OMG THIS. So much this. I have just been fighting the urge to CHOKE certain people across the desk these last few days...dentarthurdent needs a vacation...
                "Only in our dreams are we free. The rest of the time we need wages." - Terry Pratchett
                Emissary of Minong - my blog and its Facebook page

                Comment

                • #9
                  Quoth XCashier View Post
                  The general public has no idea how any business works,
                  On the plus side, some of the most entertaining reality shows are spawning thanks to the ignorance of said public.

                  Comment

                  • #10
                    Check in times -bwahahahaha

                    I too work at a hotel and have been working at various hotels on the audit shift for twenty years now. I agree that there are certain people that do not have any idea that there are usually posted checkin times and an early checkin can not always be guaranteed. If you check in right at 3 or 4 (like most hotels) you have the room until 11 or 12 the next day. (that is a lot of time) If you arrive at the hotel at 6 or 7 am and expect to check in - you are taking your chances. We don't have to check you in at all. That is allowing you the use of the room for an extra 7 or 8 hours (that you are not paying for)

                    I have had people check in as late as 4 am and demand late checkouts. They tell me that because they are checking in so late we should let them stay longer. Really? Nobody forced you to check in so late. We still have to clean the room the next day. I even had one woman at one hotel who had requested a 7 am checkin - but gee, guess what? - the hotel was sold out the night before and there were no clean rooms that early. She threw a fit. She had to get ready for a wedding. Well, too bad. If you want to check in that early most hotels will make you pay for the night before to hold the room. We are not going to purposely hold back an empty room just because princess requested (and I emphasis the word requested) an early checkin.

                    Comment

                    • #11
                      Quoth hotelnpa View Post
                      I love it when they show up at 8-9 in the morning and expecting to be checked in. Do people really have no idea how hotels work???

                      Then you try to get the room ready by rushing housekeeping and when the room's ready, they are no where to be found!!!
                      I called both hotels I stayed on on my recent vacation. IF they had a room available...great. If not, I could just wnader the cities I was visiting until they did. But I was also captive to the whims of the Amtrak.

                      Comment

                      • #12
                        Quoth XCashier View Post
                        No, no they don't. The general public has no idea how any business works, otherwise they wouldn't be making such stupid demands for discounts and other goodies all the time.
                        Very true, which is something we all tend to forget from time to time. I can handle ignorance, as long as it's not backed up attitude or nastiness as it was with the original SC.
                        Be a winner today: Pick a fight with a 4 year old.

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