So we had a pretty busy weekend, and this is going to be the stuff that I had to deal with.
Hot Water Balloons
I noted a couple of latex balloons, filled with hot water, laying in the hallway. I hesitated to pick them up because they appeared pretty fragile. I told my GM about them, and asked what he wanted me to do with them. He went to take care of them (as did I, not knowing that he had done so) and the first one broke on him, soaking the hall carpet.
Towel Tales
Because we have an indoor pool, we have one more type of towel available at our hotel than most other hotels: the Pool Towel. This is a little smaller than a bath towel, and is the ONLY type of towel that is stocked at the front desk. Many people use their bath towels for the pool, and then ask for extra towels for their shower, and we have to hand them pool towels.
We also have limited supplies of towels, and, as such, limit distribution at the desk to 2 per room.
I had one guest complain about the number of towels I provided, which I apologized for, but informed him of the limited stock issue.
I had another guest get upset that they got pool towels instead of regular ones.
I should note that both of these requests were well after 11PM at night.
Printer Issue
I had a man complain that he couldn't print from the guest computer. Apparently, someone had told him he could print (or so he says), and he was very upset that there was nothing we couldn't fix this issue.
I informed the guest that it was an issue with the printer, and that our GM is the one who knows how to fix the connection, but that it's been down for a while.
He wanted me to call my GM (at 6AM on a Sat.). When I told him that the GM was not available, and wouldn't be til Mon. morning, he persisted:
SC: Well, what if there is a problem? What if there is an emergency? Isn't there a way for you to reach them?
ME: If there is a problem...
SC: There is a problem! I am very upset about this. I should at least get a discount!
I, again, informed him that the printer has been unavailable for sometime, and that the GM is aware of the fact, and that there is nothing we can do at this moment to resolve this issue. Then...
ME: Sir, your rate was already much lower than our regular rate, and therefore...
SC: I don't care about that, I should get a discount for the inconvenience.
I made it clear that I wasn't going to give a discount. He got my name (he read it off my name tag and still misspelled it). And said he was going to be calling our corporate offices.
SC
Hot Water Balloons
I noted a couple of latex balloons, filled with hot water, laying in the hallway. I hesitated to pick them up because they appeared pretty fragile. I told my GM about them, and asked what he wanted me to do with them. He went to take care of them (as did I, not knowing that he had done so) and the first one broke on him, soaking the hall carpet.
Towel Tales
Because we have an indoor pool, we have one more type of towel available at our hotel than most other hotels: the Pool Towel. This is a little smaller than a bath towel, and is the ONLY type of towel that is stocked at the front desk. Many people use their bath towels for the pool, and then ask for extra towels for their shower, and we have to hand them pool towels.
We also have limited supplies of towels, and, as such, limit distribution at the desk to 2 per room.
I had one guest complain about the number of towels I provided, which I apologized for, but informed him of the limited stock issue.
I had another guest get upset that they got pool towels instead of regular ones.
I should note that both of these requests were well after 11PM at night.
Printer Issue
I had a man complain that he couldn't print from the guest computer. Apparently, someone had told him he could print (or so he says), and he was very upset that there was nothing we couldn't fix this issue.
I informed the guest that it was an issue with the printer, and that our GM is the one who knows how to fix the connection, but that it's been down for a while.
He wanted me to call my GM (at 6AM on a Sat.). When I told him that the GM was not available, and wouldn't be til Mon. morning, he persisted:
SC: Well, what if there is a problem? What if there is an emergency? Isn't there a way for you to reach them?
ME: If there is a problem...
SC: There is a problem! I am very upset about this. I should at least get a discount!
I, again, informed him that the printer has been unavailable for sometime, and that the GM is aware of the fact, and that there is nothing we can do at this moment to resolve this issue. Then...
ME: Sir, your rate was already much lower than our regular rate, and therefore...
SC: I don't care about that, I should get a discount for the inconvenience.
I made it clear that I wasn't going to give a discount. He got my name (he read it off my name tag and still misspelled it). And said he was going to be calling our corporate offices.
SC
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