Tweet
Some of these tales are from a week or two ago, I just didn't get around to posting them.
Signs
The time is approximately 9:00AM. I am trying to assist the breakfast attendant with shutting down breakfast during a busy time. I surreptitiously shut down the juice machine. I put the cereal bowls away, and take the milk to the back.
I return to the breakfast area, and notice that a "man" is filling a bowl of cereal. He notices the lack of milk, and informs me of this.
Me: I'm sorry, it's after 9, and we have started to take down breakfast.
(Please note that ATT the Waffle maker is still on (people are waiting to use it) and the bagels, donuts, mini-muffins, and bread are still out.)
This "man" roughly places the bowl on the counter, and goes back to his family, saying that "He's not allowed to have breakfast," because we're shutting down. I pointed at the signs that clearly set the Breakfast Hours of 6AM-9AM.
By this time, the Waffle maker is unoccupied, so I move in and shut it off. I then inform the attendant, who is doing some clean-up tasks in the back, that she could probably take down the rest of breakfast.
Then, (I admit that I was looking for an argument), I went and politely informed the "man" and his family that there was still food available, if they were still hungry.
The "man", rather condescendingly, stated that he didn't want to keep us from shutting down breakfast. A woman than says that I don't know anything about customer service, that all he was asking for was some milk, it wasn't like he was asking for me to make more waffle batter.
I informed her that when I put the cereal away, i had put the bowls away, and that he must have gone into the cabinet to get them.
She says that when the came down at 8AM there were no paper plates, and they had to get them.
(My brain wasn't completely functioning after a long night, so I didn't call them on it, but not long after I finished the conversation, I made the connection.)
They said that they were all (6 of them at the table) managers, and that I needed to learn customer service. They also informed me that they wouldn't stay here again.
Honesty
My GM was checking in a person. Now, at the desk, after some experience, you have a tendency to be able to spot SOME difficult customers right off the bat. He identified this woman as one of them. He over-quoted the rate to her, because he didn't really want her to stay.
However, she was proceeding with the reservation, and my GM asked her if she had any pets. He had noted an odor about her, and was suspicious. She said no.
He went above and beyond what we normally mention to guests without pets about our "Pet Policy" because he was still suspicious. She continued to insist she did not have any pets.
He pointed out the clause on the Reg. card that says we charge $250 if you have an undeclared pet in the room. She finally admits she has a pet. Actually 3 pets.
My GM refused to sell her a room at that point.
Refund
Had guest come up to the desk around midnight to check out of his room. He claimed that he had been awakened by the manager and the police telling him he must keep down the noise.
I informed him that I could check him out, but I could not provide a refund, that he would have to talk to the manager about that. He said that he would call.
When I talked to the GM, he informed me that they had been rowdy, and after they had been told by him and our Security to keep it down, they started REALLY going wild, including breaking down the sealed door to our courtyard area and hanging off the balcony.
No refund for you.
Late
A woman had booked a room for 2 nights. She called around midnight on the night she was supposed to arrive, saying she needed to change the reservation to 1 night, as she wasn't going to make it due to car trouble.
She was informed that our cancellation policy was by 6PM on day of arrival, and that she would be charged for the 1st night.
She informed us that her car trouble had occurred at 8PM.
She was charged for the 1st night.
~FIN~
SC
Signs
The time is approximately 9:00AM. I am trying to assist the breakfast attendant with shutting down breakfast during a busy time. I surreptitiously shut down the juice machine. I put the cereal bowls away, and take the milk to the back.
I return to the breakfast area, and notice that a "man" is filling a bowl of cereal. He notices the lack of milk, and informs me of this.
Me: I'm sorry, it's after 9, and we have started to take down breakfast.
(Please note that ATT the Waffle maker is still on (people are waiting to use it) and the bagels, donuts, mini-muffins, and bread are still out.)
This "man" roughly places the bowl on the counter, and goes back to his family, saying that "He's not allowed to have breakfast," because we're shutting down. I pointed at the signs that clearly set the Breakfast Hours of 6AM-9AM.
By this time, the Waffle maker is unoccupied, so I move in and shut it off. I then inform the attendant, who is doing some clean-up tasks in the back, that she could probably take down the rest of breakfast.
Then, (I admit that I was looking for an argument), I went and politely informed the "man" and his family that there was still food available, if they were still hungry.
The "man", rather condescendingly, stated that he didn't want to keep us from shutting down breakfast. A woman than says that I don't know anything about customer service, that all he was asking for was some milk, it wasn't like he was asking for me to make more waffle batter.
I informed her that when I put the cereal away, i had put the bowls away, and that he must have gone into the cabinet to get them.
She says that when the came down at 8AM there were no paper plates, and they had to get them.
(My brain wasn't completely functioning after a long night, so I didn't call them on it, but not long after I finished the conversation, I made the connection.)
They said that they were all (6 of them at the table) managers, and that I needed to learn customer service. They also informed me that they wouldn't stay here again.
Honesty
My GM was checking in a person. Now, at the desk, after some experience, you have a tendency to be able to spot SOME difficult customers right off the bat. He identified this woman as one of them. He over-quoted the rate to her, because he didn't really want her to stay.
However, she was proceeding with the reservation, and my GM asked her if she had any pets. He had noted an odor about her, and was suspicious. She said no.
He went above and beyond what we normally mention to guests without pets about our "Pet Policy" because he was still suspicious. She continued to insist she did not have any pets.
He pointed out the clause on the Reg. card that says we charge $250 if you have an undeclared pet in the room. She finally admits she has a pet. Actually 3 pets.
My GM refused to sell her a room at that point.
RefundHad guest come up to the desk around midnight to check out of his room. He claimed that he had been awakened by the manager and the police telling him he must keep down the noise.
I informed him that I could check him out, but I could not provide a refund, that he would have to talk to the manager about that. He said that he would call.
When I talked to the GM, he informed me that they had been rowdy, and after they had been told by him and our Security to keep it down, they started REALLY going wild, including breaking down the sealed door to our courtyard area and hanging off the balcony.
No refund for you.
Late
A woman had booked a room for 2 nights. She called around midnight on the night she was supposed to arrive, saying she needed to change the reservation to 1 night, as she wasn't going to make it due to car trouble.
She was informed that our cancellation policy was by 6PM on day of arrival, and that she would be charged for the 1st night.
She informed us that her car trouble had occurred at 8PM.
She was charged for the 1st night.
~FIN~
SC
Didn't mean to make it so mysterious. 
Comment