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Had to deal with two gems of SCs today. They had a room upstairs on the highway side. They wanted to move downstairs away from the highway. We had one that would be opening up later, and told them when that room was ready they could move. Simple, right?
I counted about five different times they came down before our housekeepers even arrived asking if the room was cleaned. Each time, we told them that (1) housekeeping hadn't even arrived yet (2) the guests who were in that room had until noon to checkout, and (3) that we would call when the room was ready.
My CW actually showed them the room they would probably be moving to. This comes into play later.
One of our housekeepers arrived early. We started her on the section upstairs in the back, since that had the most rooms checked out.
We received a complaint that the housekeeper was being rude and trying to force someone out of their room, so I went up to investigate. I found Mr. SC trying to get her to go downstairs, to the opposite side of the motel, to clean his room. The housekeeper was explaining that she wasn't assigned to his room. By this point, other housekeepers were arriving and it was near check-out. I told SC that his room wasn't ready, that we'd call him when it was ready, and then turned to my housekeeper to investigate the complaint.
SC kept trying to ask why she wasn't cleaning the room he was moving to. I reiterated that another housekeeper was assigned to the room, they were just starting it, and we'd call him when it was ready. I ushered the housekeeper into the room so we could talk more privately, and SC tried to follow us in!
He was still going on about having his room cleaned, and I'd had enough. I shoved the cart in front of the room so he couldn't follow further, and had my conversation with my housekeeper. (Turns out, she asked a stayover room if they wanted room service, and then informed them that they'd have to vacate the room if they wanted her to go in and clean it...it seemed they wanted her in the room with them while she cleaned...but we'll save that for another post).
Later, I was walking towards the office, and I saw Mrs. SC with a pile of luggage in front of their new room, trying to open the door without a key. She seemed confused that turning the door handle wasn't opening the door, despite her obvious lack of a key.
In the office, CW was helping Mr. SC with his credit card payment. I later found out that he'd come down and simply asked "How do we get in the room?"
CW responded, "Well, first, you have to pay for it. Then I have to issue you a key."
CW asked if I'd check the room quickly, since it hadn't had a QA check yet. I informed them that Mrs. SC had barricaded the door with a leaning tower of luggage and was trying to open the door without a key. CW said nevermind the QA check.
Impatient, much?
EDIT: Today, I learned a little more information that, while not excusing their behavior, explains it somewhat.
Turns out that morning, their car started to leak water massively. It being a Sunday, they were freaked out about finding a place open so they could get it fixed. They were running on anxiety the whole day.
Turns out, the water pump had gone out. Happily, this morning it was fixed. The guests were in a much pleasant mood, and were very appreciative that we'd moved them to the quieter side of the motel.
I counted about five different times they came down before our housekeepers even arrived asking if the room was cleaned. Each time, we told them that (1) housekeeping hadn't even arrived yet (2) the guests who were in that room had until noon to checkout, and (3) that we would call when the room was ready.
My CW actually showed them the room they would probably be moving to. This comes into play later.
One of our housekeepers arrived early. We started her on the section upstairs in the back, since that had the most rooms checked out.
We received a complaint that the housekeeper was being rude and trying to force someone out of their room, so I went up to investigate. I found Mr. SC trying to get her to go downstairs, to the opposite side of the motel, to clean his room. The housekeeper was explaining that she wasn't assigned to his room. By this point, other housekeepers were arriving and it was near check-out. I told SC that his room wasn't ready, that we'd call him when it was ready, and then turned to my housekeeper to investigate the complaint.
SC kept trying to ask why she wasn't cleaning the room he was moving to. I reiterated that another housekeeper was assigned to the room, they were just starting it, and we'd call him when it was ready. I ushered the housekeeper into the room so we could talk more privately, and SC tried to follow us in!
He was still going on about having his room cleaned, and I'd had enough. I shoved the cart in front of the room so he couldn't follow further, and had my conversation with my housekeeper. (Turns out, she asked a stayover room if they wanted room service, and then informed them that they'd have to vacate the room if they wanted her to go in and clean it...it seemed they wanted her in the room with them while she cleaned...but we'll save that for another post).
Later, I was walking towards the office, and I saw Mrs. SC with a pile of luggage in front of their new room, trying to open the door without a key. She seemed confused that turning the door handle wasn't opening the door, despite her obvious lack of a key.
In the office, CW was helping Mr. SC with his credit card payment. I later found out that he'd come down and simply asked "How do we get in the room?"
CW responded, "Well, first, you have to pay for it. Then I have to issue you a key."
CW asked if I'd check the room quickly, since it hadn't had a QA check yet. I informed them that Mrs. SC had barricaded the door with a leaning tower of luggage and was trying to open the door without a key. CW said nevermind the QA check.
Impatient, much?
EDIT: Today, I learned a little more information that, while not excusing their behavior, explains it somewhat.
Turns out that morning, their car started to leak water massively. It being a Sunday, they were freaked out about finding a place open so they could get it fixed. They were running on anxiety the whole day.
Turns out, the water pump had gone out. Happily, this morning it was fixed. The guests were in a much pleasant mood, and were very appreciative that we'd moved them to the quieter side of the motel.
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