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Not part of my job
Okay it's known on swing that we aren't supposed to run people's credit cards. They have to go to the atm machine and run it there THEN we can pull it off of the card. Well... The problem with my work is I am swing/grave. My hours are 7pm to 3am and I get to deal with two shifts. The rules ALWAYS change and they never talk to each other about these rules. I have to remember how each shift works things. Honestly there shouldn't be two sets of procedures for anything, we should all be on the same page but still...
I didn't think this was a SC (even though he was a jerk) but more of how the supervisor shouldn't have done this...
Okay, on swing they WILL NOT run your card back here in the cage. BUT on Grave that supervisor seems to think its okay. Yes, it is possible to run the card without being processed in the ATM first BUT its a loong process and charges way more. The guy didn't care.
Let me start from the beginning:
SC: I need money. All of the ATM's are broken and I NEED money.
I couldn't help but wonder how all FOUR of the Atm's could be out at the same time...
Me: Okay, let me get a supervisor.
I go into the back and the supervisor is working in dispatch-- which is where the casino employee's go to cash in their tips and buys. I stayed back there full knowing that she'd take awhile. I refuse to stay up there and wait while the supervisors take FOREVER doing something. I understand that they are busy and I don't want the customer yelling at me.
So after like five minutes she tells me to go up there and tell him that she'll be right there. It's only been like maybe three mins.
SC: *sighs* What is taking Her sooo long!?
Me: She'll be right out, sir.
This was the same guy that was on a rant with my co-worker and thus my co-worker refused to serve him and begged me to take him. Being the nice girl that I am, I agreed and told my co-worker he owes me
SV=supervisor
Anyway, the SV comes and puts in her special codes and stuff. Fine. She leaves and it comes up as insufficient funds. No wonder the machines weren't "working." He had no money! So, I had to call her back and we set it at $100. Then I got this nice little message telling ME to call this 800 number. Quite honestly I was getting irritated.
It is NOT my job to call for this kind of stuff. We're not supposed to have any kind of access to this sort of stuff! I do not get paid to figure out what is wrong with his card. Not my problem.
So, I'm on the phone and the woman asks me tons of questions, the guest is asking me questions and I am trying to hear both people.
Sc: Ask her if she can tell me the limit on my card.
He was so loud the woman on the phone heard him. Of course it was no.
Then, she had to call his bank. So, I'm there on the phone on hold waiting to talk to this guy's bank...
SOOO not my problem. GRRR.
"I need to speak with the customer" says bank woman.
Me: Umm, I work in a cage...
Honestly I had no idea if I was allowed to hand him our phone. We're not supposed to have any real contact with the customers. So... I ask the SV and she says okay. I am still highly irritated because this is just ridiculous.
So he talks to her and gives out personal info. Now he hands back the phone to me and I am told its okay to complete the transaction.
On this particular transaction, it prints like a check then they have to sign twice, initial and then give a thumb print. The dude was not thrilled about that and was really annoyed that it took so long. And of course I had to say: "Sorry about the wait, sir." Have to keep them happy...
But I think the thing that annoyed me most was I saw him almost half an hour later on the ATM and it had worked... I told the co-worker from earlier that refused to take him that I was going on break and it was his problem now...
I came back to seeing the same SC and he managed to use the "broken" ATM. GRRR.
I don't know if I put this is the right category but it wasn't really about the SC it was more on the principle that grave makes me do crap I shouldn't have to. In fact on swing they tell us NEVER to do this. Hmmm. Drives me insane. I wish the communication was better between the shifts.
I didn't think this was a SC (even though he was a jerk) but more of how the supervisor shouldn't have done this...
Okay, on swing they WILL NOT run your card back here in the cage. BUT on Grave that supervisor seems to think its okay. Yes, it is possible to run the card without being processed in the ATM first BUT its a loong process and charges way more. The guy didn't care.
Let me start from the beginning:
SC: I need money. All of the ATM's are broken and I NEED money.
I couldn't help but wonder how all FOUR of the Atm's could be out at the same time...
Me: Okay, let me get a supervisor.
I go into the back and the supervisor is working in dispatch-- which is where the casino employee's go to cash in their tips and buys. I stayed back there full knowing that she'd take awhile. I refuse to stay up there and wait while the supervisors take FOREVER doing something. I understand that they are busy and I don't want the customer yelling at me.
So after like five minutes she tells me to go up there and tell him that she'll be right there. It's only been like maybe three mins.
SC: *sighs* What is taking Her sooo long!?
Me: She'll be right out, sir.
This was the same guy that was on a rant with my co-worker and thus my co-worker refused to serve him and begged me to take him. Being the nice girl that I am, I agreed and told my co-worker he owes me
SV=supervisor
Anyway, the SV comes and puts in her special codes and stuff. Fine. She leaves and it comes up as insufficient funds. No wonder the machines weren't "working." He had no money! So, I had to call her back and we set it at $100. Then I got this nice little message telling ME to call this 800 number. Quite honestly I was getting irritated.
It is NOT my job to call for this kind of stuff. We're not supposed to have any kind of access to this sort of stuff! I do not get paid to figure out what is wrong with his card. Not my problem.
So, I'm on the phone and the woman asks me tons of questions, the guest is asking me questions and I am trying to hear both people.
Sc: Ask her if she can tell me the limit on my card.
He was so loud the woman on the phone heard him. Of course it was no.
Then, she had to call his bank. So, I'm there on the phone on hold waiting to talk to this guy's bank...
SOOO not my problem. GRRR. "I need to speak with the customer" says bank woman.
Me: Umm, I work in a cage...
Honestly I had no idea if I was allowed to hand him our phone. We're not supposed to have any real contact with the customers. So... I ask the SV and she says okay. I am still highly irritated because this is just ridiculous.
So he talks to her and gives out personal info. Now he hands back the phone to me and I am told its okay to complete the transaction.
On this particular transaction, it prints like a check then they have to sign twice, initial and then give a thumb print. The dude was not thrilled about that and was really annoyed that it took so long. And of course I had to say: "Sorry about the wait, sir." Have to keep them happy...
But I think the thing that annoyed me most was I saw him almost half an hour later on the ATM and it had worked... I told the co-worker from earlier that refused to take him that I was going on break and it was his problem now...
I came back to seeing the same SC and he managed to use the "broken" ATM. GRRR.
I don't know if I put this is the right category but it wasn't really about the SC it was more on the principle that grave makes me do crap I shouldn't have to. In fact on swing they tell us NEVER to do this. Hmmm. Drives me insane. I wish the communication was better between the shifts.