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  • #1

    Two Lines

    It was a horridly busy day and we only had two cashiers on the front line. My casino has started something that has a lot of kinks in it. We have a regular line and a VIP line. Its hard to tell who is a "VIP" and who's not due to we have to know what color their players cards are and they never have them out.

    We have to interrupt the "normal" line and call over a VIP no matter what window we are in and its two VIP to the others. I always feel like total crap when I call over people who just walk up as opposed to the ones who have been waiting.

    Anyway, I had a HUGE line, the other cashier was stuck with a really long transaction and there were two "VIP's." So, I had to tell the line (who are RIGHT infront of me) that I need to pull from the VIP line first. I apologized and told them I'd be with them ASAP.

    The one lady was a little timid about walking over and just kind of stared at me and I had to rush her because of the huge line. She had some chips and I paid her.

    Now, ANOTHER VIP walked up just as I was about to help someone in the regular line. Now, the person in that line is a very well known high roller. I HAD to get to her first.

    The line starts yelling and making me feel worse. Well, the high roller heard all the crap they were saying and did this:

    HR: SHUT UP!!!

    I was like this: She has NEVER stood up for any of us before and she's usually rude to us.

    HR: I can't believe what jerks they are being.

    Me: It's okay, don't even worry about it.

    It's my job to take the heat. It's not anybody's fault except the idiot who refuses to give us more help so we can deal with this new procedure.

    HR: SHUT UP!! (she turned around) They are working as hard and fast as they can!

    I was so shocked. She was my hero that day. Luckily before the people behind her got to my window, my co worker finished what she was doing but boy the rest of the people who got into my window sure hated me.

    I'm torn because its not like its the VIP's fault or the cashiers or the other customers I feel for all of them... It's just I'm doing my job and I'd rather not be yelled at...
    Tags: None
  • #2
    I guess the only way to fix things is if enough non-VIP customers formally complain about the procedure. Unfortunately they're feeling hate towards you at that moment and will be more likely to complain about your service than annoying policies.
    A lion however, will only devour your corpse, whereas an SC is not sated until they have destroyed your soul. (Quote per infinitemonkies)

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    • #3
      Sounds like an awkward system to have to deal with, and I can see the frustration that would be experienced by the "normal" line, but as you said, you just work here.

      I have to wonder though, how long until an SC in the normal line uses the "But I'm a VIP!!!!!!!!!!!!!11!!111!" retort?

      C.
      Nothing in this world will ever be truly idiot-proof as long as they keep making more effective idiots... -EricKei

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      • #4
        They have. I've also had customers who fight each other about it. I'm actually waiting for someone to get punched. Maybe then they'd fix something about it. It's just so flawed and they're not really fixing the kinks, they're adding to them with each little thing they throw at us.

        It actually stresses me out more when I have to worry about there being a VIP when I have a line. I have enough to worry about. It works at other places that have things set up a bit better like the buffet and the players club. The players club evidentally has their own window for it. Ours? We draw from a line that is behind a pillar and can't be seen from some windows.

        Sometimes I will fiddle in my drawer and see who makes it to my window first and then act all shocked when its not the VIP.... Mean, I know but I guess I just am sick of dealing with the abuse.

        I can't wait until they fix it... But I won't hold my breath.

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        • #5
          Definitely not your fault that they're angry, as there's nothing you can do about it; you're just following orders like the rest of us

          Unfortunately, I would guess that the casino management doesn't see anything wrong with this. Casinos tend to cater to that top 5-10%ish of patrons that -- in theory -- fork over the vast majority of income for the place. I have seen places that do it both ways, and I think that having a separate, "VIP only" window/teller works out better: that teller can just grab people from the normal line when there are no VIP's, rather than the reverse...
          "For a musician, the SNES sound engine is like using Crayola Crayons. Nobuo Uematsu used Crayola Crayons to paint the Sistine Chapel." - Jeremy Jahns (re: "Dancing Mad")
          "The difference between an amateur and a master is that the master has failed way more times." - JoCat
          "Thinking is difficult, therefore let the herd pronounce judgment!" ~ Carl Jung
          "There's burning bridges, and then there's the lake just to fill it with gasoline." - Wiccy, reddit
          "Retail is a cruel master, and could very well be the most educational time of many people's lives, in its own twisted way." - me
          "Love keeps her in the air when she oughta fall down...tell you she's hurtin' 'fore she keens...makes her a home." - Capt. Malcolm Reynolds, "Serenity" (2005)
          Acts of Gord – Read it, Learn it, Love it!
          "Our psychic powers only work if the customer has a mind to read." - me

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          • #6
            Quoth Anakah View Post
            The line starts yelling and making me feel worse. Well, the high roller heard all the crap they were saying and did this:

            HR: SHUT UP!!!

            I was like this: She has NEVER stood up for any of us before and she's usually rude to us.

            HR: I can't believe what jerks they are being.

            HR: SHUT UP!! (she turned around) They are working as hard and fast as they can!

            maybe HR had a change of heart from kinda being "in the middle"(seeing and experiencing it firsthand) of the ruckus so to speak?
            Honestly.... the image of that in my head made me go "AWESOME!"..... and then I remembered I am terribly strange.-Red dazes

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            • #7
              Just a suggestion, can you have a "VIP only" window right in front of the VIP line? The VIP can go straight to it, and you can call regulars over if and when there's no VIP's waiting.

              Of course this is flawed because there's bound to be a VIP who will walk up as you're serving a regular and they'll complain because a regular is being served at the VIP window. Still, I think this would make it easier for the people in the regular line to swallow.
              D.I.L.L.I.G.A.F.
              Quoth = Crossbow "EvilHomer, Irv, Gravekeeper, and Seraph: the Four Horsemen of the Dumbpocalypse."

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              • #8
                Sadly there is no specific window. We all have to take them regardless how far away we are. The theory was a supervisor was going to man the window where the line is almost infront of (another flaw there too) and we wouldn't have to deal but there's no way a supervisor is going to work the front line...

                And we have to ask: Do you have a VIP card? If not, the line is over there. It's a huge mess. Its stressful for me because I hate getting yelled at... And I do not get paid enough for that. Nobody really does. But there is nothing I can do about it... They shouldn't have that line if they are going to run us skeleton crew.

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                • #9
                  I've noticed at airports that there is usually one desk for Business Class and other premium tickets, one or two desks for bag-drop (depending how keen the airline is on online check-in), and then maybe two or three desks for economy peons.

                  In practice, the specific desks end up siphoning off passengers from the economy line to keep it moving, because they have very little else to do.

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