OBJECTION!! (Language. Viewer discretion is advised.)

[Mr Hero]

I had one from just now. SC comes up to the desk from the front door. This fact alone has me questioning if he's staying here. Thoughts in parantheses.

SC: You guys have free wireless internet, right?
Me: Yes, it's available to all guests.
SC: Can you help me with the internet?
Me: Sure what room are you in.
SC: I can't remember.
(HOLD IT!! You can't remember?)
Me: What's your last name?
SC: *Unregistered last name*
Me: I'm sorry, but it's not showing up in our records.
SC: It's actually my friend's room.
Me: What's his name?
SC: *First name*
Me: What's his last name?
SC: I don't know.
Me: I'm sorry, but until someone that is registered tonight comes down, I am unable to help you with your internet problems.
SC: But he's asleep.
Me: I understand that, but if he's the only one registered, I have to have him come down here before I can help you.
SC: Let me talk to your manager.
Me: I'm sorry but no one is available at this time. (4am)
SC: Does he have a number?
Me: *Gives him a card*
SC: So if I call this number I'll be able to talk to your manager?
Me: No, it's the number for this hotel. A manager will be available Monday morning.
SC: No, I want to talk to him now. Give me his number.
Me: I am NOT giving you his personal number.
SC: Why not?
Me: Because he's sleeping.
SC: I don't fucking care.
Me: Please don't swear at me.
SC: Fuck off! You're losing a valuble customer. I stay here all the time?

I do a search while I continue talking. (OBJECTION!!! I have exactly zero names come up starting with the first three letters of his last name.)

Me: As I said, you're welcome to talk to our manager on Monday.
SC: Are you in customer service?
Me: Yes I am.
SC: I'm the customer. You're not doing your job well. Let me talk to your manager.
(Like hell you're a customer. Customers SPEND MONEY here.)
Me: I'm sorry you feel that way, but there's nothing else I can do. You can talk to our manager on Monday.
SC: Your manager can suck my fucking balls.
Me: I'm going to have to ask you to leave.
SC: Ask me to leave.
Me: Leave or I'm getting the police involved.
SC: Do it then.

I grab our list of numbers. I fumble a bit trying to find the number.

SC: You can't even find it.

I find the business card with one of the local officers' names on it. I start dialing. After I start dialing, SC leaves.

I'm not scared at all for my job. My managers back us up. Plus they have the video version of the conversation.

[Red_Dazes]

Should have called the local police anyway and filed a complaint against him since you had his last name... that way he'd be on record for future incidents.

[nuthing12]

Don't make some hollow threat when this happens, either call the police or don't mention them and just take the abuse. They're there to be used as a force, not to have their name thrown around loosely

[marlovino]

Since you have that officer's number (or specific extension, I haven't seen the card so it could be either) maybe come up with a code phrase so you can call mid conversation without the 'problem' finding out.

Something like......

Hello , 'Mr Mann'? There is someone here having 'a problem with [state issue here]. Can you come over to [enter property name and address] to help me fix the problem? If you can get here as quick as you can it will be greatly appreciated. Thanks.

If 'the problem' asks who you are calling, tell him/her/whatever that you are calling the hotels area problem specialist. He handles many of the hotels in the area and i have to let him know which hotel he needs to go to. He will be able to handle the problem you have. He should be here, depending where he is, in 5 - 30 minutes. Just take a seat here and we will get this cleared up.


Then sit back and get ready to enjoy the show.

[Hobbs]

Don't make some hollow threat when this happens, either call the police or don't mention them and just take the abuse. They're there to be used as a force, not to have their name thrown around loosely

It wasn't a hollow threat. He did start to dial and the man left.

[Andara Bledin]

We have our local police department phone number taped to the desk facing the receptionist in case anything happens and they need to be called.

It's one of those things that every company should have, particularly those that deal with a lot of people, are open late at night, and have employees that work mostly alone.

^-.-^

[bhskittykatt]

We just call 911 and tell them upfront that it's a nonemergency. Our police dept doesn't have an after-hours nonemergency line, so they've told us it's OK to dial them on 911 for things like this.