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The crazies are crazier than the crazies everywhere else on the graveyard shift... except maybe Gravekeeper's call center, but in fairness, he has to deal with people from Nanavut who are crazy even during the best of times.
So, first a few horror stories from coworkers that I shall share with you.
About a month ago one of my coworkers had to spend 20 minutes explaining to Bridezilla that in fact they couldn't help her with wedding planning at 3 in the morning, that all the wedding coordinators were home at that time and they would be back in at 8. Bridezilla went onto a rant about how if the resort is 24/7 everything should be 24/7, after all the Peppermill has 24/7 wedding services (which, two things, one the Peppermill is the largest resort in the state outside of Clark county and two, they don't have 24 hour wedding planning either). At this point, our intrepid coworker told her that if she had her heart set on the Peppermill's extended hours (which aren't extended remember) she'd better call them.
The second horror story I heard last night was actually from the shift preceding mine. We, like every other resort in the city, are having a super bowl party for our VIPs. The offer they received in the mail clearly stated that it was for them plus one guest and that they must RSVP by the 25th. Well, apparently today one of the VIP hosts had an hour long call with a guy who was irate that he couldn't have an exception made for him to RSVP today and for a party of 8 people. The icing on the cake, when the VIP host looked up his players card info, he technically should have never even received an invite to the event because his play level was too low (I have no idea how they calculate play level for the record), but the minimum to receive an invitation was 75 and he was only a 72 (and the highest I've ever seen is a 350, which I don't know what the minimum is to get to that level, but the one 350 I met has spent 150k this month alone... and I have no doubt that she'd have an exception made for her if she asked for one, because, damn at 150k a month you've earned some special treatment).
Now, onto my graveyard story of the week.
I get a call at 3:01AM Jan 31 by the players club computer.
SC: Is it too late to come in and redeem my January 30th bonus cash? (which, there is a 3 hour grace period in which to redeem it, so could have redeemed it up until 3AM, if he were actually at the casino).
Me: I'm sorry sir, but we've just passed the deadline for redemption.
SC: I know there is supposed to be a grace period for that.
Me: Yes sir, we offer a three hour grace period to our guests so they do not have to worry about leaving mid game to come redeem their bonus cash, but it is already more than 3 hours after the end of the day.
SC: Well, I know that I've got my Tues, Thursday, Sunday bonus cash anyway, so I'll be right in.
fast forward 15 minutes and SC walks in.
SC: Hello, I'd like to redeem this (oh no, the voice sounds familiar, I look and he's holding a coupon for the January 30 bonus cash).
Me: I'm sorry sir, but it is past the deadline to redeem this.
SC: Well, can you page a casino supervisor, they've approved late redemption before.
Me: Okay, they probably aren't going to make an exception, they have been tightening down on that recently, but I will go ahead and page a casino supervisor for you.
I page the supervisor, they start heading over and... story aint over yet.
SC: Well, while I'm waiting, can I redeem my Tuesday, Thursday, Sunday bonus.
Me: (looking into his account) I'm sorry sir, but that has already been redeemed.
SC: That is impossible, this is my first time here this week.
Me: It was redeemed on the 25th, during the grace period into Friday.
SC: But that was a week ago, so I should have more.
Me: The Tuesday, Thursday, Sunday deal isn't weekly, it is four times per month, one week each for the first three weeks, then however long is left until the end of the month, since January is a long month the final period covers a week and a half.
SC: It doesn't say that anywhere in the brochure that you send out every month.
Me: I understand that it is a bit confusing, and you are right, it doesn't explicitly state that in the monthly brochure, but if you look at the attached coupons for all your bonuses, there are only four attached for the month.
At this point the casino manager shows up.
CM: Hello, I understand that there was a misunderstanding that I could help to clear up.
SC: Yeah, why the hell won't your employee give me the money you owe me.
Me: He came in at a quarter past three so his January 30 bonus money was already expired and he has already redeemed his Tuesday, Thursday, Sunday cash.
CM: Well, there is nothing we can do about it being past the deadline.
SC: But you've made exceptions before.
CM: If it was just barely past 3am when you came up and you had been waiting in line and that is why you were past the deadline, then yes, but there has been no line at the guest service desk and I saw you walk in after the deadline, so there is nothing I can do to help.
SC: That's bullshit, I'm only 6 minutes late, there should be a grace period.
CM: There is a grace period, we give you three hours into the next day to redeem it.
SC: Whatever, but I still should get my weekly Tuesday, Thursday, Sunday cash.
CM: As I overheard Smiley explaining to you, that is not a weekly promotion, that is a four times a month promotion, and January is a long month, so the final promotion covers a week and a half. These dates are printed on the coupons that you received with your monthly brochure.
While the casino manager and the SC are talking, I've been looking over his account trying to find anything that I can use to appease him... as it is, I know that in about a week one of us is not having a good day because his bonus cash is about to be reduced due to lack of play.
Me: I'm sorry to interrupt, but looking at your account, I can't see any way of doing the bonus cash, but we can do some bet matches on the blackjack table if you are interested.
SC: Fine, whatever, I don't really want those, but I guess that's the best I can expect from you.
He finally takes the match bet certificates and leaves.
CM (after the guest has left): Is it wrong that I hope he busts on those bets?
Me: Not at all.
The thing about all of this, had he called before three, like 2:45 or 2:50, and said he was on his way, but wasn't sure if he'd be able to make it on time, I would have gladly redeemed it in the computer to have it before the deadline so all he had to do was sign for it when he showed up. But when I tell you up front when you call that it is already past the deadline and you still insist on coming in without verifying whether or not you really do have other offers, yeah sympathy and helpfulness kind of go out the window. I will stonewall you with strict obedience to policies.
So, first a few horror stories from coworkers that I shall share with you.
About a month ago one of my coworkers had to spend 20 minutes explaining to Bridezilla that in fact they couldn't help her with wedding planning at 3 in the morning, that all the wedding coordinators were home at that time and they would be back in at 8. Bridezilla went onto a rant about how if the resort is 24/7 everything should be 24/7, after all the Peppermill has 24/7 wedding services (which, two things, one the Peppermill is the largest resort in the state outside of Clark county and two, they don't have 24 hour wedding planning either). At this point, our intrepid coworker told her that if she had her heart set on the Peppermill's extended hours (which aren't extended remember) she'd better call them.
The second horror story I heard last night was actually from the shift preceding mine. We, like every other resort in the city, are having a super bowl party for our VIPs. The offer they received in the mail clearly stated that it was for them plus one guest and that they must RSVP by the 25th. Well, apparently today one of the VIP hosts had an hour long call with a guy who was irate that he couldn't have an exception made for him to RSVP today and for a party of 8 people. The icing on the cake, when the VIP host looked up his players card info, he technically should have never even received an invite to the event because his play level was too low (I have no idea how they calculate play level for the record), but the minimum to receive an invitation was 75 and he was only a 72 (and the highest I've ever seen is a 350, which I don't know what the minimum is to get to that level, but the one 350 I met has spent 150k this month alone... and I have no doubt that she'd have an exception made for her if she asked for one, because, damn at 150k a month you've earned some special treatment).
Now, onto my graveyard story of the week.
I get a call at 3:01AM Jan 31 by the players club computer.
SC: Is it too late to come in and redeem my January 30th bonus cash? (which, there is a 3 hour grace period in which to redeem it, so could have redeemed it up until 3AM, if he were actually at the casino).
Me: I'm sorry sir, but we've just passed the deadline for redemption.
SC: I know there is supposed to be a grace period for that.
Me: Yes sir, we offer a three hour grace period to our guests so they do not have to worry about leaving mid game to come redeem their bonus cash, but it is already more than 3 hours after the end of the day.
SC: Well, I know that I've got my Tues, Thursday, Sunday bonus cash anyway, so I'll be right in.
fast forward 15 minutes and SC walks in.
SC: Hello, I'd like to redeem this (oh no, the voice sounds familiar, I look and he's holding a coupon for the January 30 bonus cash).
Me: I'm sorry sir, but it is past the deadline to redeem this.
SC: Well, can you page a casino supervisor, they've approved late redemption before.
Me: Okay, they probably aren't going to make an exception, they have been tightening down on that recently, but I will go ahead and page a casino supervisor for you.
I page the supervisor, they start heading over and... story aint over yet.
SC: Well, while I'm waiting, can I redeem my Tuesday, Thursday, Sunday bonus.
Me: (looking into his account) I'm sorry sir, but that has already been redeemed.
SC: That is impossible, this is my first time here this week.
Me: It was redeemed on the 25th, during the grace period into Friday.
SC: But that was a week ago, so I should have more.
Me: The Tuesday, Thursday, Sunday deal isn't weekly, it is four times per month, one week each for the first three weeks, then however long is left until the end of the month, since January is a long month the final period covers a week and a half.
SC: It doesn't say that anywhere in the brochure that you send out every month.
Me: I understand that it is a bit confusing, and you are right, it doesn't explicitly state that in the monthly brochure, but if you look at the attached coupons for all your bonuses, there are only four attached for the month.
At this point the casino manager shows up.
CM: Hello, I understand that there was a misunderstanding that I could help to clear up.
SC: Yeah, why the hell won't your employee give me the money you owe me.
Me: He came in at a quarter past three so his January 30 bonus money was already expired and he has already redeemed his Tuesday, Thursday, Sunday cash.
CM: Well, there is nothing we can do about it being past the deadline.
SC: But you've made exceptions before.
CM: If it was just barely past 3am when you came up and you had been waiting in line and that is why you were past the deadline, then yes, but there has been no line at the guest service desk and I saw you walk in after the deadline, so there is nothing I can do to help.
SC: That's bullshit, I'm only 6 minutes late, there should be a grace period.
CM: There is a grace period, we give you three hours into the next day to redeem it.
SC: Whatever, but I still should get my weekly Tuesday, Thursday, Sunday cash.
CM: As I overheard Smiley explaining to you, that is not a weekly promotion, that is a four times a month promotion, and January is a long month, so the final promotion covers a week and a half. These dates are printed on the coupons that you received with your monthly brochure.
While the casino manager and the SC are talking, I've been looking over his account trying to find anything that I can use to appease him... as it is, I know that in about a week one of us is not having a good day because his bonus cash is about to be reduced due to lack of play.
Me: I'm sorry to interrupt, but looking at your account, I can't see any way of doing the bonus cash, but we can do some bet matches on the blackjack table if you are interested.
SC: Fine, whatever, I don't really want those, but I guess that's the best I can expect from you.
He finally takes the match bet certificates and leaves.
CM (after the guest has left): Is it wrong that I hope he busts on those bets?
Me: Not at all.
The thing about all of this, had he called before three, like 2:45 or 2:50, and said he was on his way, but wasn't sure if he'd be able to make it on time, I would have gladly redeemed it in the computer to have it before the deadline so all he had to do was sign for it when he showed up. But when I tell you up front when you call that it is already past the deadline and you still insist on coming in without verifying whether or not you really do have other offers, yeah sympathy and helpfulness kind of go out the window. I will stonewall you with strict obedience to policies.
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