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To Plunge or not to Plunge
Guest checks into his room at ~1230AM. About 10 minutes later he calls the desk.
G: This is <name> in <Rm #>. My toilet's clogged.
Me: I have a plunger available at the desk.
G: (obviously not happy) I'll send my son to get it.
About 5 minutes later Guest pick up plunger at the desk. About 5 minutes later Guest's Wife calls.
GW: Yes, we called earlier about the toilet being clogged, and were told to get a plunger at the desk. The toilet's still clogged, so can we get another room.
Me: I'll see what I can do, give me a moment and I'll call you right back.
My GM is standing right in front of me, so I tell him the situation, and he goes to see about unclogging the toilet.
Now, out plunger's heads are wrapped in plastic bags. When I give them out, I make sure to twist the bag around the handle a bit to help ensure that it doesn't just fall off.
My GM comes back to the desk with the plunger and tells me that they never used it. That it was sitting by the door, with the plastic bag wrapped around it. He said the guest told him that he had used it, but GM, says he wants to give it a try. After 1 plunge, toilet is working properly again.
Fight, fight, fight
Right beside the desk is a little alcove where people can hang their jackets. It's also where we keep our luggage cart. It faces out toward the hallway, not toward the Lobby, so it is NOT visible from the Desk.
I hear some loud thumping coming from the wall to my right, so I run around to see what's going on. I see the DJ trying to separate two women, one of which will not release the other's hair. Soon, my GM, and then the Security guy get involved, and eventually get them separated.
Discretion is the Better part of Valor
Apparently, a guest had a large amount of cash on his person. He invited a young lady back to his room. He then discovered that the cash was no longer on his person. He complained to GM, who basically said that there is nothing he can do, except call the police for him to file a report. The guy declined, saying that there isn't much that they are going to be able to do.
But he said that we should pay more attention to who we let in the bar, to protect our guests.
Arguing with me is not wise
Our rate for the night was $119.99 for two people. GM authorized me to drop it to $99.99.
So, I had a young woman come to the desk at about 230AM. She was staying in a room with her parents, whose snoring was apparently affecting her ability to sleep. I quoted her the reduced rate, and she was upset, because they "weren't even going to be staying a whole night. They then asked what the rate would be for two nights. I had already run the Audit, and wasn't paying attention to it, so I quoted $69.99 for the rate at that time for the second night. They thought it was still too high, and left.
About an hour later, she returned, with her phone which had a coupon rate displayed. We had run out of rooms for which the coupon rate was available. So, she starts complaining about it, arguing with me, and asking if there is anyone else they can talk to. I informed them that no one was available at this time of night (330AM).
She tried to call other hotels in the area (all of which were either S/O, or had rates comparable to mine, and also were not accepting the coupons).
She said she didn't understand why I wouldn't just sell her the vacant room for the coupon rate. I informed her what our regular rate was, and that I had already discounted the rate by $20.00.
Her boyfriend was pushing for her to get the 2 nights because it would be over all cheaper. By this point she had pissed me off, so I took the opportunity to let her know that the earlier rate was now different and was now 119.99 for the 2nd night, and I can't discount that (I actually said that my GM had changed it, with in the hour).
She asserted that he must still be up if he changed the rate, and asked for his number. I told her I don't give out my GM's personal number, and if she would like to speak to him he will be here at <time> tomorrow.
Guest checks into his room at ~1230AM. About 10 minutes later he calls the desk.
G: This is <name> in <Rm #>. My toilet's clogged.
Me: I have a plunger available at the desk.
G: (obviously not happy) I'll send my son to get it.
About 5 minutes later Guest pick up plunger at the desk. About 5 minutes later Guest's Wife calls.
GW: Yes, we called earlier about the toilet being clogged, and were told to get a plunger at the desk. The toilet's still clogged, so can we get another room.
Me: I'll see what I can do, give me a moment and I'll call you right back.
My GM is standing right in front of me, so I tell him the situation, and he goes to see about unclogging the toilet.
Now, out plunger's heads are wrapped in plastic bags. When I give them out, I make sure to twist the bag around the handle a bit to help ensure that it doesn't just fall off.
My GM comes back to the desk with the plunger and tells me that they never used it. That it was sitting by the door, with the plastic bag wrapped around it. He said the guest told him that he had used it, but GM, says he wants to give it a try. After 1 plunge, toilet is working properly again.
Fight, fight, fight
Right beside the desk is a little alcove where people can hang their jackets. It's also where we keep our luggage cart. It faces out toward the hallway, not toward the Lobby, so it is NOT visible from the Desk.
I hear some loud thumping coming from the wall to my right, so I run around to see what's going on. I see the DJ trying to separate two women, one of which will not release the other's hair. Soon, my GM, and then the Security guy get involved, and eventually get them separated.
Discretion is the Better part of Valor
Apparently, a guest had a large amount of cash on his person. He invited a young lady back to his room. He then discovered that the cash was no longer on his person. He complained to GM, who basically said that there is nothing he can do, except call the police for him to file a report. The guy declined, saying that there isn't much that they are going to be able to do.
But he said that we should pay more attention to who we let in the bar, to protect our guests.
Arguing with me is not wise
Our rate for the night was $119.99 for two people. GM authorized me to drop it to $99.99.
So, I had a young woman come to the desk at about 230AM. She was staying in a room with her parents, whose snoring was apparently affecting her ability to sleep. I quoted her the reduced rate, and she was upset, because they "weren't even going to be staying a whole night. They then asked what the rate would be for two nights. I had already run the Audit, and wasn't paying attention to it, so I quoted $69.99 for the rate at that time for the second night. They thought it was still too high, and left.
About an hour later, she returned, with her phone which had a coupon rate displayed. We had run out of rooms for which the coupon rate was available. So, she starts complaining about it, arguing with me, and asking if there is anyone else they can talk to. I informed them that no one was available at this time of night (330AM).
She tried to call other hotels in the area (all of which were either S/O, or had rates comparable to mine, and also were not accepting the coupons).
She said she didn't understand why I wouldn't just sell her the vacant room for the coupon rate. I informed her what our regular rate was, and that I had already discounted the rate by $20.00.
Her boyfriend was pushing for her to get the 2 nights because it would be over all cheaper. By this point she had pissed me off, so I took the opportunity to let her know that the earlier rate was now different and was now 119.99 for the 2nd night, and I can't discount that (I actually said that my GM had changed it, with in the hour).
She asserted that he must still be up if he changed the rate, and asked for his number. I told her I don't give out my GM's personal number, and if she would like to speak to him he will be here at <time> tomorrow.
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