Why is it that hotels are expected to have everything, for free, at any given moment? On a side-note, our hotel is a hotel oddity anymore; most hotels of our brand have at least a fridge available in the rooms. Our owners are stingy & old, they say we can’t get them standard until 2010. This causes vast amounts of issues. Tonight, for example:
Guest is heating things up in the lobby microwave. His little girl, no more then 5, is wondering around the lobby counting. It’s cute.
Guest comes up to the desk:
SC: I was wondering if I could put this in your fridge over there. (Holds up a quart of milk, motions to our hotel kitchen used for breakfast which isn’t meant for guests to just wonder in & out of)
Me: Oh sure. I will put it back in our storage back here because that area is only for our breakfast goods and it might get mixed up (actually, it’s a health issue that guests shouldn’t be allowed to wonder in & out at leisure).
SC: Oh okay. (gets snotty) Well, it wouldn’t be an issue but the hotel doesn’t seem to have any microwave safe cups.
Me: Yeah I am sure sorry about that (As if it’s our duty that you didn’t bring the proper equipment for your trip!)
SC: Yeah okay, that’s okay. (hands me milk, but goes to leave)
Me: Can I get your room number (for filing so other workers know what they are looking for)?
SC: Yeah it’s ##
Me: Okay, is it alright if I write it on the milk carton?:
SC: Oh yeah, sure
Also:
(not a guest, but for technically purposes, SC anyway)
SC: (comes through main doors) My father is in the hospital.
Me: okay (there was no prompt nor anything else)
SC: So I need to get into his room, room ##, and get his pills so we know what he is on.
Me: Me, okay…well I will need to call management to make sure that is okay. (Management doesn’t answer, phone is going crazy): Well, she isn’t answering but I know I need at least an ID from you in order to let you in a room.
SC: What? I need his pills. He is in the hospital.
Me: I understand that part. I do apologize. But for legal issues we can’t just let people into other people’s rooms. (gives me a very bad look) These rules are established because of stalking issues and the such.
SC: I need to help him!
Me: Well, if I can get an ID off of you and you verify the name on the room that is the least I need.
SC: *huff* Well, the name on the room is (literally names 4 different names).
Me: Okay (figures that works that one of the names was the actual name, I guess) I still need to get an ID off of you.
SC: Fine *leaves in a huff, has yet to return*
(Will person blame us if there is a death??? Why would getting your ID for someone you love who is sick be such an issue???)
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SC: How late is your pool open?
Me: It’s open 24 hours for anyone over 18.
SC: Oh, so what if I am in there with her (i.e. daughter)?
Me: Usually after 11pm is the time set aside for people who wish to exercise, but if there is no one in there at that time, it would be fine.
SC: Okay, we prolly won’t use it anyways.
Me: (Why ask then???? Just to bitch??? Tons of people get upset about the hours for children, but when I make exceptions they rarely show up or they abuse the exception.)
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Our hotel has two wings. One building, just separate wings. The east wing was added in 2003 because we seemed to be constantly booked. As a result, both wings have their own elevators; about half of the guests we explain this to actually listen. So…
SC: (making a scene) Okay! Seriously! This room doesn’t exist!
Me: I am sorry? What room are you looking for?
SC: (room in east wing) It doesn’t even exist!!! (I love the 'room doesn't exist' SCs. Yeah, ha! Jokes on you!?)
Me: I am sorry. It does, but it’s in our east wing that has a separate elevator system. To get there just take a left at the first exit sign down the hallway instead of a right.
SC: What? What are you saying? (looks down hallway as if I just spoke in binomials)
Me: At the first exit sign where there are elevators to the right? Well, instead of taking a right, take a left and go down the hallway and there is a different elevator system.
SC: I have no idea what you are saying here. I have to leave the building? (Did I say you did??)
Me: (????) Okay, let me go ahead and help ya out (exit the desk even though it’s against regulations, grab keys to lock up).
SC: I show them exactly what they do. And they act like I just stubbed their toe. This situation is typical of guests who haven’t listened.
Guest is heating things up in the lobby microwave. His little girl, no more then 5, is wondering around the lobby counting. It’s cute.
Guest comes up to the desk:
SC: I was wondering if I could put this in your fridge over there. (Holds up a quart of milk, motions to our hotel kitchen used for breakfast which isn’t meant for guests to just wonder in & out of)
Me: Oh sure. I will put it back in our storage back here because that area is only for our breakfast goods and it might get mixed up (actually, it’s a health issue that guests shouldn’t be allowed to wonder in & out at leisure).
SC: Oh okay. (gets snotty) Well, it wouldn’t be an issue but the hotel doesn’t seem to have any microwave safe cups.
Me: Yeah I am sure sorry about that (As if it’s our duty that you didn’t bring the proper equipment for your trip!)
SC: Yeah okay, that’s okay. (hands me milk, but goes to leave)
Me: Can I get your room number (for filing so other workers know what they are looking for)?
SC: Yeah it’s ##
Me: Okay, is it alright if I write it on the milk carton?:
SC: Oh yeah, sure
Also:
(not a guest, but for technically purposes, SC anyway)
SC: (comes through main doors) My father is in the hospital.
Me: okay (there was no prompt nor anything else)
SC: So I need to get into his room, room ##, and get his pills so we know what he is on.
Me: Me, okay…well I will need to call management to make sure that is okay. (Management doesn’t answer, phone is going crazy): Well, she isn’t answering but I know I need at least an ID from you in order to let you in a room.
SC: What? I need his pills. He is in the hospital.
Me: I understand that part. I do apologize. But for legal issues we can’t just let people into other people’s rooms. (gives me a very bad look) These rules are established because of stalking issues and the such.
SC: I need to help him!
Me: Well, if I can get an ID off of you and you verify the name on the room that is the least I need.
SC: *huff* Well, the name on the room is (literally names 4 different names).
Me: Okay (figures that works that one of the names was the actual name, I guess) I still need to get an ID off of you.
SC: Fine *leaves in a huff, has yet to return*
(Will person blame us if there is a death??? Why would getting your ID for someone you love who is sick be such an issue???)
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SC: How late is your pool open?
Me: It’s open 24 hours for anyone over 18.
SC: Oh, so what if I am in there with her (i.e. daughter)?
Me: Usually after 11pm is the time set aside for people who wish to exercise, but if there is no one in there at that time, it would be fine.
SC: Okay, we prolly won’t use it anyways.
Me: (Why ask then???? Just to bitch??? Tons of people get upset about the hours for children, but when I make exceptions they rarely show up or they abuse the exception.)
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Our hotel has two wings. One building, just separate wings. The east wing was added in 2003 because we seemed to be constantly booked. As a result, both wings have their own elevators; about half of the guests we explain this to actually listen. So…
SC: (making a scene) Okay! Seriously! This room doesn’t exist!
Me: I am sorry? What room are you looking for?
SC: (room in east wing) It doesn’t even exist!!! (I love the 'room doesn't exist' SCs. Yeah, ha! Jokes on you!?)
Me: I am sorry. It does, but it’s in our east wing that has a separate elevator system. To get there just take a left at the first exit sign down the hallway instead of a right.
SC: What? What are you saying? (looks down hallway as if I just spoke in binomials)
Me: At the first exit sign where there are elevators to the right? Well, instead of taking a right, take a left and go down the hallway and there is a different elevator system.
SC: I have no idea what you are saying here. I have to leave the building? (Did I say you did??)
Me: (????) Okay, let me go ahead and help ya out (exit the desk even though it’s against regulations, grab keys to lock up).
SC: I show them exactly what they do. And they act like I just stubbed their toe. This situation is typical of guests who haven’t listened.
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