I've dealt with a lot of things in this job that has resulted in me getting screamed in the face. I've dealt with people who don't know how security deposits work, I've dealt with people who refuse to let us take their credit card details and more. But I think I've reached my limit with last night.
I just clocked in and I get a phone call. It's from one of the guests staying in the rooms. They are staying for 4 nights over the weekend from Friday. He goes off at me as to why there is no microwave in the room.
I've had people ask about microwaves in the past and according to my supervisor it's a potential smoke hazard (don't get me started). We have a microwave in the staff kitchen and if people want stuff heated up they can bring food down and get it zapped. We cannot plug it out and put it in one of the rooms though.
The guest had brought a cooler of pre-made meals and he assumed our place had microwaves. I tell the guy this and he just keeps raving on and on about how other places do it and why it's too much trouble to stick it in his room. I keep trying to convince him to bring his food down but he says that he doesn't want to (more like too lazy) to get dressed, bring the food down, have it zapped and walk back to his room. I told him to hold while I got my supervisor.
My supervisor basically repeated the policies to me and I did so again to the guest. Here's where he really lost it. He started to pepper swears into his tirade and complained that he has never been to a motel / hotel with a microwave and that our place was BS. He hung up.
An hour later, he called back and he went on a 10 minute tirade with me, calling the room a prison cell with no window (there is one window that faces the carpark), can't smoke (because he doesn't want to walk down to the smoking area), and lambasted me about the security deposit. By this time I was so done that I froze up in fear and could barely squeeze out an answer.
I was getting very close to snarking the guy and insulting him for his laziness. I was tempted to say 'How about you get your lazy-ass up and bring your food down?' or 'If you don't like it, get out'. I wanted to say that it was his responsibility to know beforehand what facilities our rooms had, but I felt that would have made things worse.
I had to hold it together because two guests came in during the tirade and I had to check them in. I spent the rest of the night trying to meditate and get the bubble of stress and exasperation out of my body. I'm okay now, since I had the night to sleep it off.
The thing is, our motel is more of an overnight sort of place. We provide the basics like a fridge, kettle and toaster. Plus there's an ironing board and iron. People do tend to stay longer periods during busy periods, but that's usually because they're either working or on holiday and so are out of the rooms most of the time. To be honest though, I haven't stayed at too many hotels or holiday apartments so the microwave thing depends on the place's policy. But in all, take your losses in stride or get out.
I just clocked in and I get a phone call. It's from one of the guests staying in the rooms. They are staying for 4 nights over the weekend from Friday. He goes off at me as to why there is no microwave in the room.
I've had people ask about microwaves in the past and according to my supervisor it's a potential smoke hazard (don't get me started). We have a microwave in the staff kitchen and if people want stuff heated up they can bring food down and get it zapped. We cannot plug it out and put it in one of the rooms though.
The guest had brought a cooler of pre-made meals and he assumed our place had microwaves. I tell the guy this and he just keeps raving on and on about how other places do it and why it's too much trouble to stick it in his room. I keep trying to convince him to bring his food down but he says that he doesn't want to (more like too lazy) to get dressed, bring the food down, have it zapped and walk back to his room. I told him to hold while I got my supervisor.
My supervisor basically repeated the policies to me and I did so again to the guest. Here's where he really lost it. He started to pepper swears into his tirade and complained that he has never been to a motel / hotel with a microwave and that our place was BS. He hung up.
An hour later, he called back and he went on a 10 minute tirade with me, calling the room a prison cell with no window (there is one window that faces the carpark), can't smoke (because he doesn't want to walk down to the smoking area), and lambasted me about the security deposit. By this time I was so done that I froze up in fear and could barely squeeze out an answer.
I was getting very close to snarking the guy and insulting him for his laziness. I was tempted to say 'How about you get your lazy-ass up and bring your food down?' or 'If you don't like it, get out'. I wanted to say that it was his responsibility to know beforehand what facilities our rooms had, but I felt that would have made things worse.
I had to hold it together because two guests came in during the tirade and I had to check them in. I spent the rest of the night trying to meditate and get the bubble of stress and exasperation out of my body. I'm okay now, since I had the night to sleep it off.
The thing is, our motel is more of an overnight sort of place. We provide the basics like a fridge, kettle and toaster. Plus there's an ironing board and iron. People do tend to stay longer periods during busy periods, but that's usually because they're either working or on holiday and so are out of the rooms most of the time. To be honest though, I haven't stayed at too many hotels or holiday apartments so the microwave thing depends on the place's policy. But in all, take your losses in stride or get out.
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