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So we were swamped pretty early yesterday. We lost some staff at the front desk so I will be heading back down there and yesterday was my first day. A large group had a meeting that started at noon with registration at 11, and many of them tried to check in early. We had two weddings over the weekend so...yeah, all the guest who partied hard weren't in a hurry to check out. Fortunately, most guests were fine with getting their luggage checked and doing the pre-check-in before going to their meeting.
Most.
This one guest...I did not catch all the conversation, but what I gleaned was that:
1) She wanted to check-in early but her room was not ready.
2) She wanted to get a different room type that was ready, and was not getting that (a) we were sold out of other room types and (b) nothing was ready in the entire hotel at that point.
3) She was a travel agent and was trying to use that to get into her room earlier, and was not understanding that travel agent status means nothing when there is nothing available at the time.
She was just yelling and talking over CW. Bossman was actually watching from nearby but it didn't get to the point where he needed to intervene (he told CW later that she did a good job handling the SC).
I did pick up a few tidbits:
SC: "I mean, I have so many things, I can't just leave them in the car!"
CW: "Well, we can certainly hold on to them for you. We can even deliver them to the room when it's ready!"
SC: "No! Some of these need refrigerated!"
CW: "We can put them in our fridge here. That's no problem."
SC: "No! They need to go to the room!"
CW: "We will deliver them to the room when it is clean."
SC: "No!"
CW: "Uh..."
Eventually, she managed to convince SC to at least have us take the stuff that needed refrigeration.
SC: "My husband will need a key to the room. No one else but my husband can have a key."
CW: "Certainly. May I have your husband's name so we can issue him a key when he arrives?"
SC: "No!"
Just...every time the SC brought something up and we offered a solution, her answer was just "No!"
SC: "What is your name?"
CW: "It's [CW]."
SC: "Look, I work in the industry, I know things happen. You don't have to talk down to me."
CW: "I'm very sorry. I just felt that there was some miscommunication and you weren't understanding..."
SC: "No, just stop talking. I don't want to hear it!"
CW: "I'm very sorr..."
SC: "STOP! I'm walking away now."
SC then came up to me and asked where the restroom was.
We notified Front Desk Manager, who spoke with SC later when she returned to get her key. I don't know what was said, but FDM said she was ashamed SC shared her ethnicity because of how SC acted.
So yeah, I told CW I would back her up if any complaints came of it (she was nothing but polite to SC), but since both FDM and Bossman are not impressed with SC (and Bossman even watched at least part of the interaction), CW should be in the clear if her name gets attached to the complaint.
Most.
This one guest...I did not catch all the conversation, but what I gleaned was that:
1) She wanted to check-in early but her room was not ready.
2) She wanted to get a different room type that was ready, and was not getting that (a) we were sold out of other room types and (b) nothing was ready in the entire hotel at that point.
3) She was a travel agent and was trying to use that to get into her room earlier, and was not understanding that travel agent status means nothing when there is nothing available at the time.
She was just yelling and talking over CW. Bossman was actually watching from nearby but it didn't get to the point where he needed to intervene (he told CW later that she did a good job handling the SC).
I did pick up a few tidbits:
SC: "I mean, I have so many things, I can't just leave them in the car!"
CW: "Well, we can certainly hold on to them for you. We can even deliver them to the room when it's ready!"
SC: "No! Some of these need refrigerated!"
CW: "We can put them in our fridge here. That's no problem."
SC: "No! They need to go to the room!"
CW: "We will deliver them to the room when it is clean."
SC: "No!"
CW: "Uh..."
Eventually, she managed to convince SC to at least have us take the stuff that needed refrigeration.
SC: "My husband will need a key to the room. No one else but my husband can have a key."
CW: "Certainly. May I have your husband's name so we can issue him a key when he arrives?"
SC: "No!"
Just...every time the SC brought something up and we offered a solution, her answer was just "No!"
SC: "What is your name?"
CW: "It's [CW]."
SC: "Look, I work in the industry, I know things happen. You don't have to talk down to me."
CW: "I'm very sorry. I just felt that there was some miscommunication and you weren't understanding..."
SC: "No, just stop talking. I don't want to hear it!"
CW: "I'm very sorr..."
SC: "STOP! I'm walking away now."
SC then came up to me and asked where the restroom was.
We notified Front Desk Manager, who spoke with SC later when she returned to get her key. I don't know what was said, but FDM said she was ashamed SC shared her ethnicity because of how SC acted.
So yeah, I told CW I would back her up if any complaints came of it (she was nothing but polite to SC), but since both FDM and Bossman are not impressed with SC (and Bossman even watched at least part of the interaction), CW should be in the clear if her name gets attached to the complaint.
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