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So guests, you're not supposed to leave your dog unattended in the room. Because dogs sometimes get separation anxiety and bark their heads off.
However, we know you're going to do it anyway. That's why we get your cell phone number on the pet waiver.
If you leave your dog in the room and then turn your phone off, though, then we have a problem. In that case, I will straight-up kidnap your dog, apparently.
That's what it came down to tonight. I know you're shocked.
This dog though....he was waaay down the guest hallway, and I could hear him all throughout the main lobby. I mean, this dog was tiny but loud.
I tried the phone and it was turned off. I called the spa and restaurants to see if they could track down the guest, but no luck.
There was no DND sign on the door so I went to the room to see if maybe, maybe the dog just needed to go potty or something. I put the leash on and took it out. No go. As soon as I left, he started barking again. He had food left for him too, so it wasn't that either.
This guest had neighbors (in an accessible room that I can't easily move, no less). The dog was loud. Something needed to be done....
....so I went back and leashed up the dog and took him for a walk around the resort. We explored outside and inside. We went to the ballroom and ran laps around it, which is hard to do in heeled dress shoes but dammit I was trying to wear that dog down. I let him hang out by the front desk. I played with him for 45 minutes.
The owners still didn't return.
I returned the dog to the room, hoping it was worn down.
I closed the door....
....and the howling started again. (At which point Maint Man nearby laughed at me, and I flipped him off.)
I went on break. I figured if other guests complained we'd move them upstairs or comp them or whatever; I was done with that dog.
Fortunately right after I went on break the owners returned and the barking stopped.
CWs jaws dropped when I told them I took the guest's dog out of the room, but really, what was I supposed to do? You could hear it all down the first floor guest hallway, all the way through the lobby, and it was nonstop for almost half an hour before I went down there the first time. It would have gone on the entire hour and a half or so the guests were gone. When I asked CWs how they would have done it, they had to concede that kidnapping the dog and taking it on a little adventure was the only way.
Seriously.....what would you do in that situation? (Really, I'm totally open to non-dognapping alternatives in this situation.)
No complaints yet. Hopefully the 45 minutes of silence I bought will help mitigate any future complaints that may arise at checkout.
I am telling the boss that we need to revise our policy: All unattended pets henceforth will be given to all the unattended children left in the pool area (a common issue over there).
Other shit I am dealing with tonight that I'll just add here
(we are only like 25% occupied tonight but I've been running around so much it feels like we're 80% or more...one of those nights)
The below is copy-pasted-edited from the communication log I filled out tonight for the bosses to enjoy in the morning....most of it is CoC stuff but whatevs I'm too tired to make another thread.
Off-site reservation center fail the first
Originally reserved a single waterview suite. They asked the reservation center and were specifically told that the suite would have a door between the bedroom and the living room. [Ed. Note: none of our suites have this...they have an open entryway between the living area and the sleeping area] I offered them a junior suite next door complimentary. They came back and said they would prefer adjoining rooms. I apologized and stated that there were no adjoining suites but I could do a waterview balcony king and double queen room adjoining for the lower room type rate. Guest stated that this was acceptable after looking at the rooms so we moved them, maintaining the comp on one of the rooms.
Off-site reservation fail the second
When booking through reservations, they were told it would be “no problem” to wait until check-in and make next-day spa appointments. When they arrived the spa was fully booked for Sunday. They asked if we could offer anything since it is Guest's GF's birthday celebration. CW made them appointments for Monday morning and we are giving them 50% off their appointment and a late checkout.
Lack of communication
Guest is on the spa package which includes a welcome amenity [wine and chocolate]. The room was blocked and the amenity was delivered, but they were switched rooms at check-in and this was not communicated to room service. They called around 6pm asking where their champagne and chocolates were. I found them in the original unoccupied room and delivered them. In the future when an amenity is ordered we need to take more care to communicate with room service when room assignments are changed. [FTR, it was my boss who accidentally messed this one up; I may take too much pleasure holding that over his head later, heh heh]
Not getting a CC at checking
Pierside called down to get a credit extension. Guest's CC was only auth’d $1 at checkin and further attempts to auth more resulted in a declined CC. I manually increased the credit limit temporarily so that they could push the restaurant bill through to the room. [meaning they failed to get a valid authorization at check-in....this guy had over $200 in spa charges to the room too so they better damn well get payment from him at checkout tomorrow)
Gurgles and torn-up rooms
Guest asked to be moved due to “gurgling sound” by bed. Moved with comp upgrad to waterview balcony room. I initially moved her to 1234 but she reported that ceiling paneling was torn up and sitting on the floor. Apologized and moved her again to 4321. [the room with the torn-up paneling was listed as clean/vacant in my system. Clearly someone didn't pass info along right...]
The best pity story
A sighting from a guest. Her car died on the way over here. In the entry lanes just a few yards from the US border. On her way to a Nexus pass interview. (Nexus pass = pass that gets you into special lanes at the border for expedited crossing; it requires an extensive background check and interview to pre-approve you as a person allowed to cross the border regularly.)
She said it more dramatically than that, but yeah. That's not the best place for your car to die. I got her a nice room, a massage booking, and a late checkout.
And finally...
How to get a free upgrade
1) It's a special occasion.
2) Have a really good pity story (see above)
3) Slip me cash. (Made $10 tonight on that)
How NOT to get a free upgrade
1) Say you want one just because for no reason, then throw a fit when I offer you one for $XX because you think you're special and deserve a free one.
Okay I think that's finally it for today...phew
Oh, and not my job, but the husband had a CW die on a job site this morning. Natural causes. The client found him. So yeah...it's been a weird day at our respective workplaces.
However, we know you're going to do it anyway. That's why we get your cell phone number on the pet waiver.
If you leave your dog in the room and then turn your phone off, though, then we have a problem. In that case, I will straight-up kidnap your dog, apparently.
That's what it came down to tonight. I know you're shocked.
This dog though....he was waaay down the guest hallway, and I could hear him all throughout the main lobby. I mean, this dog was tiny but loud.
I tried the phone and it was turned off. I called the spa and restaurants to see if they could track down the guest, but no luck.
There was no DND sign on the door so I went to the room to see if maybe, maybe the dog just needed to go potty or something. I put the leash on and took it out. No go. As soon as I left, he started barking again. He had food left for him too, so it wasn't that either.
This guest had neighbors (in an accessible room that I can't easily move, no less). The dog was loud. Something needed to be done....
....so I went back and leashed up the dog and took him for a walk around the resort. We explored outside and inside. We went to the ballroom and ran laps around it, which is hard to do in heeled dress shoes but dammit I was trying to wear that dog down. I let him hang out by the front desk. I played with him for 45 minutes.
The owners still didn't return.
I returned the dog to the room, hoping it was worn down.
I closed the door....
....and the howling started again. (At which point Maint Man nearby laughed at me, and I flipped him off.)
I went on break. I figured if other guests complained we'd move them upstairs or comp them or whatever; I was done with that dog.
Fortunately right after I went on break the owners returned and the barking stopped.
CWs jaws dropped when I told them I took the guest's dog out of the room, but really, what was I supposed to do? You could hear it all down the first floor guest hallway, all the way through the lobby, and it was nonstop for almost half an hour before I went down there the first time. It would have gone on the entire hour and a half or so the guests were gone. When I asked CWs how they would have done it, they had to concede that kidnapping the dog and taking it on a little adventure was the only way.
Seriously.....what would you do in that situation? (Really, I'm totally open to non-dognapping alternatives in this situation.)
No complaints yet. Hopefully the 45 minutes of silence I bought will help mitigate any future complaints that may arise at checkout.
I am telling the boss that we need to revise our policy: All unattended pets henceforth will be given to all the unattended children left in the pool area (a common issue over there).
Other shit I am dealing with tonight that I'll just add here
(we are only like 25% occupied tonight but I've been running around so much it feels like we're 80% or more...one of those nights)
The below is copy-pasted-edited from the communication log I filled out tonight for the bosses to enjoy in the morning....most of it is CoC stuff but whatevs I'm too tired to make another thread.
Off-site reservation center fail the first
Originally reserved a single waterview suite. They asked the reservation center and were specifically told that the suite would have a door between the bedroom and the living room. [Ed. Note: none of our suites have this...they have an open entryway between the living area and the sleeping area] I offered them a junior suite next door complimentary. They came back and said they would prefer adjoining rooms. I apologized and stated that there were no adjoining suites but I could do a waterview balcony king and double queen room adjoining for the lower room type rate. Guest stated that this was acceptable after looking at the rooms so we moved them, maintaining the comp on one of the rooms.
Off-site reservation fail the second
When booking through reservations, they were told it would be “no problem” to wait until check-in and make next-day spa appointments. When they arrived the spa was fully booked for Sunday. They asked if we could offer anything since it is Guest's GF's birthday celebration. CW made them appointments for Monday morning and we are giving them 50% off their appointment and a late checkout.
Lack of communication
Guest is on the spa package which includes a welcome amenity [wine and chocolate]. The room was blocked and the amenity was delivered, but they were switched rooms at check-in and this was not communicated to room service. They called around 6pm asking where their champagne and chocolates were. I found them in the original unoccupied room and delivered them. In the future when an amenity is ordered we need to take more care to communicate with room service when room assignments are changed. [FTR, it was my boss who accidentally messed this one up; I may take too much pleasure holding that over his head later, heh heh]
Not getting a CC at checking
Pierside called down to get a credit extension. Guest's CC was only auth’d $1 at checkin and further attempts to auth more resulted in a declined CC. I manually increased the credit limit temporarily so that they could push the restaurant bill through to the room. [meaning they failed to get a valid authorization at check-in....this guy had over $200 in spa charges to the room too so they better damn well get payment from him at checkout tomorrow)
Gurgles and torn-up rooms
Guest asked to be moved due to “gurgling sound” by bed. Moved with comp upgrad to waterview balcony room. I initially moved her to 1234 but she reported that ceiling paneling was torn up and sitting on the floor. Apologized and moved her again to 4321. [the room with the torn-up paneling was listed as clean/vacant in my system. Clearly someone didn't pass info along right...]
The best pity story
A sighting from a guest. Her car died on the way over here. In the entry lanes just a few yards from the US border. On her way to a Nexus pass interview. (Nexus pass = pass that gets you into special lanes at the border for expedited crossing; it requires an extensive background check and interview to pre-approve you as a person allowed to cross the border regularly.)
She said it more dramatically than that, but yeah. That's not the best place for your car to die. I got her a nice room, a massage booking, and a late checkout.
And finally...
How to get a free upgrade
1) It's a special occasion.
2) Have a really good pity story (see above)
3) Slip me cash. (Made $10 tonight on that)
How NOT to get a free upgrade
1) Say you want one just because for no reason, then throw a fit when I offer you one for $XX because you think you're special and deserve a free one.
Okay I think that's finally it for today...phew
Oh, and not my job, but the husband had a CW die on a job site this morning. Natural causes. The client found him. So yeah...it's been a weird day at our respective workplaces.
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