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This time it was a hotwire.com travel agent. She called and said that the guest had spoken to the manager, D... which is funny because D is sitting in the cubicle next to me... most definitely not a manager at NYCJF (i'll use hotel codes because no one else here will know them anyway).
the convo went as follows
me-
hw- hotwire agen
d- awesome coworker who will kick your ass if you disagree
hw- the guest spoke to your manager, D, and she said she would issue a credit.
me- I'm sorry, but I cannot issue a credit, the only people that can issue a credit would be either the general manager or the revenue manager, neither of which will be in until tomorrow morning.
hw- but your manager D said that she would.
me- I'm sorry, but D isn't a manager, she's just another reservation agent.
hw- anyway she told the guest that she would give a credit.
me- i'm pretty sure i overheard that call and i don't remember her saying anything like that, if you'd like to hold i can check with her on what she told the guest
*places hw on hold without even waiting for permission*
me- (to d) hey D, did you tell that guest at NYCJF a few minutes ago that you could give them a credit.
d- Hell no, in fact I told them that under no circumstances would a credit be issued.
me- that's what I though, btw, did you know you are a manager now.
d- sweet, i want a raise, but the guest still isn't getting a credit.
me- great, i'll let her know... why couldn't you have taken this call
d- because the phone gods have smiled on me tonight
me- *taking hw off hold* I just confirmed with D, she told the guest the exact same thing I told you.
hw- well she must have lied to you because the guest told me that she would get a credit.
me- ma'am, your guest told you that she had spoken to a manager when she had not, she has told you that she was promised a credit when she wasn't, and you should know better than to think that anyone at the hotel at 10 at night would be able to authorize that.
hw- i know that the guest was told she would get a credit, just give us the credit.
me- ma'am, all calls are recorded, if you'd like I can give you the number to guest relations, you can open a new case, and only then will we pull that recording, but i'm not concerned about you doing that, because i know that the recording will not contain D saying there will be a credit, if you would like to do that, the guest relations number is 800-555-5555, otherwise wait until tomorrow morning to speak to the GM or RM, thank you for calling NYCJF.
Oh, you may be asking why this has all happened, the guest booked a room that cannot be cancelled and then made a standby flight reservation... idiocy at it's finest.
the convo went as follows
me-
hw- hotwire agen
d- awesome coworker who will kick your ass if you disagree
hw- the guest spoke to your manager, D, and she said she would issue a credit.
me- I'm sorry, but I cannot issue a credit, the only people that can issue a credit would be either the general manager or the revenue manager, neither of which will be in until tomorrow morning.
hw- but your manager D said that she would.
me- I'm sorry, but D isn't a manager, she's just another reservation agent.
hw- anyway she told the guest that she would give a credit.
me- i'm pretty sure i overheard that call and i don't remember her saying anything like that, if you'd like to hold i can check with her on what she told the guest
*places hw on hold without even waiting for permission*
me- (to d) hey D, did you tell that guest at NYCJF a few minutes ago that you could give them a credit.
d- Hell no, in fact I told them that under no circumstances would a credit be issued.
me- that's what I though, btw, did you know you are a manager now.
d- sweet, i want a raise, but the guest still isn't getting a credit.
me- great, i'll let her know... why couldn't you have taken this call
d- because the phone gods have smiled on me tonight
me- *taking hw off hold* I just confirmed with D, she told the guest the exact same thing I told you.
hw- well she must have lied to you because the guest told me that she would get a credit.
me- ma'am, your guest told you that she had spoken to a manager when she had not, she has told you that she was promised a credit when she wasn't, and you should know better than to think that anyone at the hotel at 10 at night would be able to authorize that.
hw- i know that the guest was told she would get a credit, just give us the credit.
me- ma'am, all calls are recorded, if you'd like I can give you the number to guest relations, you can open a new case, and only then will we pull that recording, but i'm not concerned about you doing that, because i know that the recording will not contain D saying there will be a credit, if you would like to do that, the guest relations number is 800-555-5555, otherwise wait until tomorrow morning to speak to the GM or RM, thank you for calling NYCJF.
Oh, you may be asking why this has all happened, the guest booked a room that cannot be cancelled and then made a standby flight reservation... idiocy at it's finest.