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Coupon Follies
We have a coupon in 2 travelers books. It says right on the coupon "Subject to Availability". During a Special Event like LLWS, NONE of the area hotels (which are also in the coupon book) are accepting the coupon, as this is when we make the money to survive til the next year. Here are some responses I received when I informed a guest of such. (Coupon rate ~$70, Room Rate= $130-140)
SC: I can't believe you won't give me a room at the coupon rate, you're just going to let a room sit empty.
Me: (knowing I only have 5 rooms left, it's is about 1230AM, and a club night) Actually, I'm pretty sure I'll sell it.
SC: I bet you don't
Me: I bet I do.
We sold out that night
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SC comes back in after having walked out over the Coupon rate not being available.
SC: How many rooms do you offer at the coupon rate.
Me: I'm not exactly sure, and I can't really look it up in my computer.
SC: You can't look it up for me? (angry tone, like I am denying her what she's owed)
Me: I'm afraid not, I'm sorry.
SC: Do you know what the percentage of rooms is?
Me: (I just want to get rid of her at that point) *shrug* About 50.
SC: And how many rooms do you have occupied?
Me: I can NOT tell you that.
SC: You can't tell me that? (same tone as before)
Me: *sternly* No
SC walks off exasperated.
Blood Bath
This didn't happen on my shift, but apparently the 2 rooms we had rented out to a Construction Co. got into an altercation resulting in the outside area (especially around the picnic tables) resembling a murder scene. We even lost a reservation over it (the kids saw all the blood and freaked out).
I am not a Parent...
...and yet am developing the skills one possesses. I already have The Look established, and am pretty damn good at adding the Tone of Doom to my voice. My skills got some practice with a group of 6 LLWS players who decided to come down to the Lobby at ~5AM. They were loud and obnoxious til they went back to their room at ~6:30AM. Some excerpts (BL=Breakfast Lady):
Me: If you want to throw stuff (they had a toy football) you need to go outside.
Me: (after hearing the distinct sound of glass game pieces jumping around after having been dropped on the glass table) If you want to play those games, play them right, don't be throwing the pieces around.
Me: If you want to make waffles for breakfast, you have to have adult supervision as none of you are over the age of 16.
Kid1: Can you be our adult?
Me: No, I have other things I have to do.
Me: Please sit on that chair right.
BL: You kids behave yourselves or I will call your parents in the room. I have toddlers that act better.
Kids: <Giggling and laughing>
Me: She's not kidding, kids.
When Push comes to Shove
So, I had this woman came to the desk at about 7:45AM, and she asked for extra towels. I asked her Room #, went to the back area behind the desk and retrieved 2 of them, and gave them to her.
SC: I need 4 of them.
Me: I'm sorry, but the maximum number I can give out at the desk is 2.
SC: But there were only 2 towels in the room, and there are 4 of us.
Me: I'm sorry, but I can't give any more from the desk at this time. We only have so many, and we need to be able to have them if other guests request some.
SC: We used one of them last night, so can I get 3.
Now, most times I would make the compromise, but the entire previous conversation wasn't in a polite desperation, but in an obnoxious demand.
Me: I'm sorry this is all I can give out at the desk.
SC: If I sent my son down, could he get 2 extra towels. (I thought you only needed 1 more)
Me: No I'm sorry (I always get room #, so I can let HK know where the extra supplies are)
SC: Than what can you do.
Me: I can leave a note for HK and see if they can drop 1 off for you. They come in at 8AM (it's about 10 of now).
SC: No, we plan on being gone by then.
SC goes to leave, and I have another guest at the desk, so I walked away, she says "Thanks for the help" in that tone where it's clear that they didn't feel you had really helped them at all. So because I was so annoyed, and shift change was coming, I pulled her up in the computer. According to my "Reservation Screen" she had 2 adults and 0 children. And it was booked through <third party retailer>, where the GUEST enters in the information online to book the room.
I left a note at the desk that that room was to receive no more extra towels.
SC
We have a coupon in 2 travelers books. It says right on the coupon "Subject to Availability". During a Special Event like LLWS, NONE of the area hotels (which are also in the coupon book) are accepting the coupon, as this is when we make the money to survive til the next year. Here are some responses I received when I informed a guest of such. (Coupon rate ~$70, Room Rate= $130-140)
SC: I can't believe you won't give me a room at the coupon rate, you're just going to let a room sit empty.
Me: (knowing I only have 5 rooms left, it's is about 1230AM, and a club night) Actually, I'm pretty sure I'll sell it.
SC: I bet you don't
Me: I bet I do.
We sold out that night
-----------------------------------
SC comes back in after having walked out over the Coupon rate not being available.
SC: How many rooms do you offer at the coupon rate.
Me: I'm not exactly sure, and I can't really look it up in my computer.
SC: You can't look it up for me? (angry tone, like I am denying her what she's owed)
Me: I'm afraid not, I'm sorry.
SC: Do you know what the percentage of rooms is?
Me: (I just want to get rid of her at that point) *shrug* About 50.
SC: And how many rooms do you have occupied?
Me: I can NOT tell you that.
SC: You can't tell me that? (same tone as before)
Me: *sternly* No
SC walks off exasperated.
Blood Bath
This didn't happen on my shift, but apparently the 2 rooms we had rented out to a Construction Co. got into an altercation resulting in the outside area (especially around the picnic tables) resembling a murder scene. We even lost a reservation over it (the kids saw all the blood and freaked out).
I am not a Parent...
...and yet am developing the skills one possesses. I already have The Look established, and am pretty damn good at adding the Tone of Doom to my voice. My skills got some practice with a group of 6 LLWS players who decided to come down to the Lobby at ~5AM. They were loud and obnoxious til they went back to their room at ~6:30AM. Some excerpts (BL=Breakfast Lady):
Me: If you want to throw stuff (they had a toy football) you need to go outside.
Me: (after hearing the distinct sound of glass game pieces jumping around after having been dropped on the glass table) If you want to play those games, play them right, don't be throwing the pieces around.
Me: If you want to make waffles for breakfast, you have to have adult supervision as none of you are over the age of 16.
Kid1: Can you be our adult?
Me: No, I have other things I have to do.
Me: Please sit on that chair right.
BL: You kids behave yourselves or I will call your parents in the room. I have toddlers that act better.
Kids: <Giggling and laughing>
Me: She's not kidding, kids.
When Push comes to Shove
So, I had this woman came to the desk at about 7:45AM, and she asked for extra towels. I asked her Room #, went to the back area behind the desk and retrieved 2 of them, and gave them to her.
SC: I need 4 of them.
Me: I'm sorry, but the maximum number I can give out at the desk is 2.
SC: But there were only 2 towels in the room, and there are 4 of us.
Me: I'm sorry, but I can't give any more from the desk at this time. We only have so many, and we need to be able to have them if other guests request some.
SC: We used one of them last night, so can I get 3.
Now, most times I would make the compromise, but the entire previous conversation wasn't in a polite desperation, but in an obnoxious demand.
Me: I'm sorry this is all I can give out at the desk.
SC: If I sent my son down, could he get 2 extra towels. (I thought you only needed 1 more)
Me: No I'm sorry (I always get room #, so I can let HK know where the extra supplies are)
SC: Than what can you do.
Me: I can leave a note for HK and see if they can drop 1 off for you. They come in at 8AM (it's about 10 of now).
SC: No, we plan on being gone by then.
SC goes to leave, and I have another guest at the desk, so I walked away, she says "Thanks for the help" in that tone where it's clear that they didn't feel you had really helped them at all. So because I was so annoyed, and shift change was coming, I pulled her up in the computer. According to my "Reservation Screen" she had 2 adults and 0 children. And it was booked through <third party retailer>, where the GUEST enters in the information online to book the room.
I left a note at the desk that that room was to receive no more extra towels.
SC
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