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Mostly SC stories here. A bit CoC, too.
The day started off so nice, too. I walked into the office with a big pile of bubble wrap (which I had put there the day before) and started my day by making a bubble wrap scarf. How can you start a day like that and have it go downhill so fast?
First, let's count how many people I banned.
Smoking violations
Two rooms were banned for smoking violations. One of them had cleverly stuffed dryer sheets in the vents on the PTAC to try and cover the smell. The second room made no attempt whatsoever. They also spilled beer all over the carpet. They also had four people when they only paid for two, and spilled loose tobacco everywhere.
Ban count: 3 (one name registered to first room, 2 names registered to second room)
Trashed room the first
This one actually started last night. Guest had been staying in a double room with his buddies, but when he paid to stay over he said it was just going to be him for the night. CW checked him into a single room yesterday at 2pm. At 8:30pm, he said he wanted to move to a double. I told him that late that I didn't have anyone who could clean the room and rerent it. I told him he could pay for a second room. He got very irate. In the morning, I heard from CW her version and somehow felt even less bad that I denied him.
Today, he had two other people in the room, so apparently they still managed with one bed. They took their sweet time getting out of the room, which apparently they did the day before as well. They ripped the towel rack out of the wall. Banhammer time!
Ban count: 4
Trashed room the second
The guest in this room (1) stole our comforter, (2) carved a hole in the wall ("she must have been looking for wall-treasure", according to Head Housekeeper), (3) pulled the carpet baseboards away from the wall, (4) made a mess in general.
Ban count: 5
Those aren't insulin needles
Housekeeper went into a stayover room. She reported the guests weren't there, but that there were syringes on the counter. I took a look, and sure enough, three uncapped syringes were lying there. The plunger was pulled out of one, and had a suspicious brown residue.
Housekeeper: "I mean, maybe they're insulin needles?"
Me: *eyeing brown residue* "Yeah...those aren't insulin needles. Just put this down as a no service, and note why on the paperwork."
I put a note that the people in the room were not allowed to extend their stay further (they are due to checkout tomorrow) and banned both the names on the room.
TOTAL BAN COUNT: 7
I think that may be a new record for me!
Drunky McDrunkerson
Guest was in a nonsmoking room and was set to move to a smoking room for the rest of the weekend. He came down to the office to pay for his stay, and we tell him we'd call him as soon as his smoking room was ready.
12:30pm when the room was ready, CW tried to call him, and no answer. I went to pound on the door.
Me: *knock knock knock* "Manager!"
Me: *can hear music in room*
Me: *knocks harder* "Manager!"
Dog in room: "Woof!"
Me: *tests master key; sees deadbolt is on*
Me: *super-hard "police" knock* "MANAGER!"
SC: *mumble*
Me: "I'm sorry, I can't hear you through the door, can you open up?"
SC: *mumble*
Me: "I. CAN'T. HEAR. YOU. PLEASE. OPEN. THE. DOOR."
SC (wrapped in a blanket): *opens door a crack* "mumble mumble"
Me: "You room is ready for you to move in to. If you'll come to the office, we can get you set up with your new room key."
SC: *shuts door in my face*
1pm, SC hadn't shown. I knocked on his door because he wasn't answering his phone. To make a long story short, reread the above dialogue, because that's how it went down. I added a bit more urgency.
Me: "We need to clean this room because we have a reservation going into it."
SC: "mumble mumble awake mumble" *shuts door*
1:20pm, replay the above again. Getting him to open his door to talk to me was like pulling teeth. He kept trying to talk through the door, and with the highway traffic I couldn't hear him. He would not answer the phone, either!
1:45pm, SC finally came out and got his key. He had his cellphone glued to his ear the whole time. Head Housekeeper reported she saw him fighting with his girlfriend. His cellphone was still glued to his ear. In fact, the rest of the day, he spent wandering around our property or standing with his girlfriend, cellphone constantly held to ear.
If you're sick, just don't come to work
One of my housekeepers was useless today. She's a newer hire, and a drama queen.
First, she didn't do a room she was asked to. The guest was away and wanted his room cleaned. Head Housekeeper checked on her and reminded her four times to clean that room next. When the guest returned, he was miffed to see his room still hadn't been cleaned.
Then, she had a breakdown. She called CW at the desk, who's also her mom, crying about how she can't focus and she's not feeling well and blah blah blah. CW told her that she needed to talk to her bosses (myself and Head Housekeeper). Housekeeper didn't say a word to anyone for another hour, when she said she couldn't handle it today and was throwing up in the rooms and wanted to go home. Out of 17 rooms, she did 7, and three of those were stayovers that didn't want service so she only really did 4.
She told Head Housekeeper and I that she'd wiped down everything in the room she had been working on (2nd smoking violation from above). We send her home, finish the laundry we were working on, and I head out there. She's wiped down nothing. She had been in that room for an hour, and had merely picked up the trash.
I ended up going home and changing into jeans and a t-shirt, since I was dressed business-casual, and coming back to help Head Housekeeper finish laundry and pick up Housekeeper's rooms. CW stayed after her shift and helped make beds, so we were able to finish at a reasonable time. Not sure if CW was doing it for the extra hours, or if she felt partially responsible for her daughter flaking on us (probably both).
Why didn't you radio back?
A guest left their own personal ashtray sitting outside, and it disappeared. They asked me if I'd seen it. I hadn't, but I radioed around. Head Housekeeper responded saying she hadn't seen it. A while later, the guest called the office and asked again. CW radioed again. No one saw it.
After all this, well after we'd told the guest they were SOL (though in more polite terms), Maint Man handed Head Housekeeper the ashtray. Maint Man had a radio. It was working, because Maint Man responded when we told him earlier he had a call from his wife. Maint Man apparently ignored the radio when we were asking about the lost and found item. I think I want to beat Maint Man over the head with the radio now.
They stole what?
To top the day off, someone stole the ashtray from the employee smoking area. It's just a short pillar with a crappy-looking metal tray on top, and someone stole the metal tray.
The day started off so nice, too. I walked into the office with a big pile of bubble wrap (which I had put there the day before) and started my day by making a bubble wrap scarf. How can you start a day like that and have it go downhill so fast?
First, let's count how many people I banned.
Smoking violations
Two rooms were banned for smoking violations. One of them had cleverly stuffed dryer sheets in the vents on the PTAC to try and cover the smell. The second room made no attempt whatsoever. They also spilled beer all over the carpet. They also had four people when they only paid for two, and spilled loose tobacco everywhere.
Ban count: 3 (one name registered to first room, 2 names registered to second room)
Trashed room the first
This one actually started last night. Guest had been staying in a double room with his buddies, but when he paid to stay over he said it was just going to be him for the night. CW checked him into a single room yesterday at 2pm. At 8:30pm, he said he wanted to move to a double. I told him that late that I didn't have anyone who could clean the room and rerent it. I told him he could pay for a second room. He got very irate. In the morning, I heard from CW her version and somehow felt even less bad that I denied him.
Today, he had two other people in the room, so apparently they still managed with one bed. They took their sweet time getting out of the room, which apparently they did the day before as well. They ripped the towel rack out of the wall. Banhammer time!
Ban count: 4
Trashed room the second
The guest in this room (1) stole our comforter, (2) carved a hole in the wall ("she must have been looking for wall-treasure", according to Head Housekeeper), (3) pulled the carpet baseboards away from the wall, (4) made a mess in general.
Ban count: 5
Those aren't insulin needles
Housekeeper went into a stayover room. She reported the guests weren't there, but that there were syringes on the counter. I took a look, and sure enough, three uncapped syringes were lying there. The plunger was pulled out of one, and had a suspicious brown residue.
Housekeeper: "I mean, maybe they're insulin needles?"
Me: *eyeing brown residue* "Yeah...those aren't insulin needles. Just put this down as a no service, and note why on the paperwork."
I put a note that the people in the room were not allowed to extend their stay further (they are due to checkout tomorrow) and banned both the names on the room.
TOTAL BAN COUNT: 7
I think that may be a new record for me!
Drunky McDrunkerson
Guest was in a nonsmoking room and was set to move to a smoking room for the rest of the weekend. He came down to the office to pay for his stay, and we tell him we'd call him as soon as his smoking room was ready.
12:30pm when the room was ready, CW tried to call him, and no answer. I went to pound on the door.
Me: *knock knock knock* "Manager!"
Me: *can hear music in room*
Me: *knocks harder* "Manager!"
Dog in room: "Woof!"
Me: *tests master key; sees deadbolt is on*
Me: *super-hard "police" knock* "MANAGER!"
SC: *mumble*
Me: "I'm sorry, I can't hear you through the door, can you open up?"
SC: *mumble*
Me: "I. CAN'T. HEAR. YOU. PLEASE. OPEN. THE. DOOR."
SC (wrapped in a blanket): *opens door a crack* "mumble mumble"
Me: "You room is ready for you to move in to. If you'll come to the office, we can get you set up with your new room key."
SC: *shuts door in my face*
1pm, SC hadn't shown. I knocked on his door because he wasn't answering his phone. To make a long story short, reread the above dialogue, because that's how it went down. I added a bit more urgency.
Me: "We need to clean this room because we have a reservation going into it."
SC: "mumble mumble awake mumble" *shuts door*
1:20pm, replay the above again. Getting him to open his door to talk to me was like pulling teeth. He kept trying to talk through the door, and with the highway traffic I couldn't hear him. He would not answer the phone, either!
1:45pm, SC finally came out and got his key. He had his cellphone glued to his ear the whole time. Head Housekeeper reported she saw him fighting with his girlfriend. His cellphone was still glued to his ear. In fact, the rest of the day, he spent wandering around our property or standing with his girlfriend, cellphone constantly held to ear.
If you're sick, just don't come to work
One of my housekeepers was useless today. She's a newer hire, and a drama queen.
First, she didn't do a room she was asked to. The guest was away and wanted his room cleaned. Head Housekeeper checked on her and reminded her four times to clean that room next. When the guest returned, he was miffed to see his room still hadn't been cleaned.
Then, she had a breakdown. She called CW at the desk, who's also her mom, crying about how she can't focus and she's not feeling well and blah blah blah. CW told her that she needed to talk to her bosses (myself and Head Housekeeper). Housekeeper didn't say a word to anyone for another hour, when she said she couldn't handle it today and was throwing up in the rooms and wanted to go home. Out of 17 rooms, she did 7, and three of those were stayovers that didn't want service so she only really did 4.
She told Head Housekeeper and I that she'd wiped down everything in the room she had been working on (2nd smoking violation from above). We send her home, finish the laundry we were working on, and I head out there. She's wiped down nothing. She had been in that room for an hour, and had merely picked up the trash.
I ended up going home and changing into jeans and a t-shirt, since I was dressed business-casual, and coming back to help Head Housekeeper finish laundry and pick up Housekeeper's rooms. CW stayed after her shift and helped make beds, so we were able to finish at a reasonable time. Not sure if CW was doing it for the extra hours, or if she felt partially responsible for her daughter flaking on us (probably both).
Why didn't you radio back?
A guest left their own personal ashtray sitting outside, and it disappeared. They asked me if I'd seen it. I hadn't, but I radioed around. Head Housekeeper responded saying she hadn't seen it. A while later, the guest called the office and asked again. CW radioed again. No one saw it.
After all this, well after we'd told the guest they were SOL (though in more polite terms), Maint Man handed Head Housekeeper the ashtray. Maint Man had a radio. It was working, because Maint Man responded when we told him earlier he had a call from his wife. Maint Man apparently ignored the radio when we were asking about the lost and found item. I think I want to beat Maint Man over the head with the radio now.
They stole what?
To top the day off, someone stole the ashtray from the employee smoking area. It's just a short pillar with a crappy-looking metal tray on top, and someone stole the metal tray.
Sorry about all the dumb/lazy/stupid/nasty people out there though.
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