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So yesterday I was up in the sales office, where I've been spending most of my time.
Yesterday as I was close to ending my shift, my phone rang. My phone was recently set-up to ring as an over-flow for the catering manager's line, who I work most closely with (before that, it was a null line...you could call out but couldn't call in, or something...I didn't use it). To get catering manager's number, you either need to have corresponded with her, or you need to dig around our website to scrounge it up under the weddings section, since that's the only place online it is listed. It's a very random place to look for a phone number when you are merely trying to reach someone, so what happened next really threw me for a loop.
Me: "This is bhskittykatt, how may I assist you?"
SC: "I've been trying to get a hold of your front desk for over half an hour and no one is answering the phone!"
So...trying to get a hold of someone at the front desk...and ends up calling catering, which you find the direct number buried in the weddings section of the site. This is totally making sense, right? But hey, I'm trained in the front desk, and am technically still a front office GSR on paper, and even though I'm in a completely different area of the resort I still have access to the property management system and front office files, so we can still do this, right?
Me: "Well, I can assist you. How can I help?"
SC: "This is so unprofessional! Why is no one answering the phone?"
Me: "I am not sure as I am not down there, but I would be happy to help you right now."
SC: "Just put me through to [Front Office Manager]."
Me: "I'm sorry, but [FOM] is not in today. I can take a message for her."
SC: "It's very important that I get a call back! I just want to talk to someone!"
Me: So...I'm not a someone? "Well, can I get your name and to what this is regarding? I will have someone at the desk call you back as soon as they are available."
SC: "NO! You don't need my name!"
Me: "Okay..."
SC: "..."
Me: "..."
SC: "Just give me [FOM]'s voicemail!"
Me: "Certainly, one moment while I connect you."
After I got him off the phone, I called the desk. It rang a few more times than normal, and when they answered, it sounded like a mosh pit in the background on the other end.
Me: "You're busy...I'll call you back."
A few minutes later I called them again when they weren't busy, and got an interesting story.
Apparently, they were swamped (obviously, from the background noise) with a large group check-in. Someone kept calling them. They were told that the lobby was busy, would be busy for the short-term future, and offered a call-back, but the person on the phone refused to provide any information and said they would hold. So they went on hold...and kept hanging up and calling back, only to continue to be placed on hold. The area code matched whoever called me, so we're thinking it's the same person.
I emailed FOM so she was apprised. It's not her department's fault that they got busy (whether or not it's her fault for under-scheduling is a post for another section).
I was just a bit bemused that this person was so pissed off at not reaching anyone, that when he finally did reach someone (me) he refused all offers of help and opted to leave a voicemail for someone who was off that day instead.
Yesterday as I was close to ending my shift, my phone rang. My phone was recently set-up to ring as an over-flow for the catering manager's line, who I work most closely with (before that, it was a null line...you could call out but couldn't call in, or something...I didn't use it). To get catering manager's number, you either need to have corresponded with her, or you need to dig around our website to scrounge it up under the weddings section, since that's the only place online it is listed. It's a very random place to look for a phone number when you are merely trying to reach someone, so what happened next really threw me for a loop.
Me: "This is bhskittykatt, how may I assist you?"
SC: "I've been trying to get a hold of your front desk for over half an hour and no one is answering the phone!"
So...trying to get a hold of someone at the front desk...and ends up calling catering, which you find the direct number buried in the weddings section of the site. This is totally making sense, right? But hey, I'm trained in the front desk, and am technically still a front office GSR on paper, and even though I'm in a completely different area of the resort I still have access to the property management system and front office files, so we can still do this, right?
Me: "Well, I can assist you. How can I help?"
SC: "This is so unprofessional! Why is no one answering the phone?"
Me: "I am not sure as I am not down there, but I would be happy to help you right now."
SC: "Just put me through to [Front Office Manager]."
Me: "I'm sorry, but [FOM] is not in today. I can take a message for her."
SC: "It's very important that I get a call back! I just want to talk to someone!"
Me: So...I'm not a someone? "Well, can I get your name and to what this is regarding? I will have someone at the desk call you back as soon as they are available."
SC: "NO! You don't need my name!"
Me: "Okay..."
SC: "..."
Me: "..."
SC: "Just give me [FOM]'s voicemail!"
Me: "Certainly, one moment while I connect you."
After I got him off the phone, I called the desk. It rang a few more times than normal, and when they answered, it sounded like a mosh pit in the background on the other end.
Me: "You're busy...I'll call you back."
A few minutes later I called them again when they weren't busy, and got an interesting story.
Apparently, they were swamped (obviously, from the background noise) with a large group check-in. Someone kept calling them. They were told that the lobby was busy, would be busy for the short-term future, and offered a call-back, but the person on the phone refused to provide any information and said they would hold. So they went on hold...and kept hanging up and calling back, only to continue to be placed on hold. The area code matched whoever called me, so we're thinking it's the same person.
I emailed FOM so she was apprised. It's not her department's fault that they got busy (whether or not it's her fault for under-scheduling is a post for another section).
I was just a bit bemused that this person was so pissed off at not reaching anyone, that when he finally did reach someone (me) he refused all offers of help and opted to leave a voicemail for someone who was off that day instead.
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