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(I will try to avoid Fratching as much as possible. I advise everyone do the same.)
SC calls down to Annoying Coworker (ACW) and requests a late check-out for the next day. ACW apparently told him no problem, but did not record the request anywhere. (According to Boss Man, she has been not doing anything right lately. She just sits on the computer on Facebook chatting with her new boyfriend.) So, ACW really dropped the ball, but the rest of the suck in this story falls on SC's shoulders.
Housekeeper (HK) is one of our best. She's fast, and her rooms are clean. She also does some work at the front desk, and she's gotten some great compliments on the guest satisfaction surveys. She's friendly. She's also of a minority ethnicity. It doesn't matter what kind, but the point is she immigrated here, worked hard, got her citizenship, and while she can understand English perfectly well and she can speak it fairly well, she does have an accent that can be hard for some people to understand. She can understand you perfectly though.
So when checkout time came around, she knocked on SC's door. She heard him yelling inside, but she couldn't make out what. (Note to our guests: We cannot hear you through the door. You may hear us fine, but it is noisy outside, so get up off your ass and open the door you lazy SOBs.) So she called the front desk to see if CW knew anything. CW didn't. So she went to clean the next room over. When she finished, she knocked on SC's door again. Cue more screaming from SC. This time, he flung open the door.
SC: "I REQUESTED A 1:00 CHECKOUT! NOW IT HAS TO BE 1:30! YOU ARE INTERRUPTING MY WORK AND I AM GOING TO CALL THE DESK TO COMPLAIN!"
HK: "I am sorry, sir. They did not tell me you had a late check-out. I did not know, otherwise I would not have knocked."
SC: "THIS IS UNACCEPTABLE! YOU ARE GOING TO GET A COMPLAINT ABOUT THIS!"
HK called the front desk and told them what happened. SC then called the front desk and told them that we need to hire people who can speak and understand English better. He said he told HK he was a late checkout when she knocked the first time, and that the second time she actually went into his room. CW apologized that ACW didn't forward the message, and told him that HK couldn't hear him through the door which is why she went back to check a second time. SC then made some degrading statement regarding HK's race and reiterated that we needed to only hire Americans who could speak English.
CW took SC's email out of his reservation, or thought she did, but he somehow ended up with one of our guest satisfaction surveys. He gave us lots of low scores, said that "Staff kept rudely interrupting me" and that he is a "42 year premier customer who Has to cOncentrate on his work uninterrupted" (typos are his). I don't know how he can be a "premier" customer, as we have no loyalty program and don't even really track how many stays he has with us. (I can look up a 6 mo. history at our location for a guest, but nothing past that and nothing at other locations.)
Boss Man responded with this:
Cue SC calling CW and starting up a sh*tstorm.
SC: "I NEED TO TALK TO BOSS MAN NOW!!!!! IF YOU DO NOT PUT ME THROUGH TO HIM IMMEDIATELY THIS IS GOING TO CORPORATE!!!"
It was Boss Man's day off, but CW let him chat with SC anyway. This is all I have heard about the situation. I hope to see Boss Man later and get an update.
Apparently, SC was writing a book. While I can sympathize with being interrupted while being "in the zone", that's absolutely no reason to suddenly turn into a ranting, racist ass. Sh*t happens. Deal with it. And have some tolerance for others.
A few updates:
Apparently, SC apologized to Boss Man and now they're "buddies", as Other MOD put it. SC says he works as a diversity coordinator or something for his company, and doesn't see how he could have said those comments.
Somehow, I'm just not buying it.
Not everything can be too hunky-dory, though, because I just got off the phone with Guest Relations regarding this guest. I told her I didn't have much first-hand information, but relayed to her the events from our POV as best as I could.
Oh, and SC is back. Fortunately ACW remembered to note his late check-out this time. I haven't heard a peep from him today...yet...
SC calls down to Annoying Coworker (ACW) and requests a late check-out for the next day. ACW apparently told him no problem, but did not record the request anywhere. (According to Boss Man, she has been not doing anything right lately. She just sits on the computer on Facebook chatting with her new boyfriend.) So, ACW really dropped the ball, but the rest of the suck in this story falls on SC's shoulders.
Housekeeper (HK) is one of our best. She's fast, and her rooms are clean. She also does some work at the front desk, and she's gotten some great compliments on the guest satisfaction surveys. She's friendly. She's also of a minority ethnicity. It doesn't matter what kind, but the point is she immigrated here, worked hard, got her citizenship, and while she can understand English perfectly well and she can speak it fairly well, she does have an accent that can be hard for some people to understand. She can understand you perfectly though.
So when checkout time came around, she knocked on SC's door. She heard him yelling inside, but she couldn't make out what. (Note to our guests: We cannot hear you through the door. You may hear us fine, but it is noisy outside, so get up off your ass and open the door you lazy SOBs.) So she called the front desk to see if CW knew anything. CW didn't. So she went to clean the next room over. When she finished, she knocked on SC's door again. Cue more screaming from SC. This time, he flung open the door.
SC: "I REQUESTED A 1:00 CHECKOUT! NOW IT HAS TO BE 1:30! YOU ARE INTERRUPTING MY WORK AND I AM GOING TO CALL THE DESK TO COMPLAIN!"
HK: "I am sorry, sir. They did not tell me you had a late check-out. I did not know, otherwise I would not have knocked."
SC: "THIS IS UNACCEPTABLE! YOU ARE GOING TO GET A COMPLAINT ABOUT THIS!"
HK called the front desk and told them what happened. SC then called the front desk and told them that we need to hire people who can speak and understand English better. He said he told HK he was a late checkout when she knocked the first time, and that the second time she actually went into his room. CW apologized that ACW didn't forward the message, and told him that HK couldn't hear him through the door which is why she went back to check a second time. SC then made some degrading statement regarding HK's race and reiterated that we needed to only hire Americans who could speak English.
CW took SC's email out of his reservation, or thought she did, but he somehow ended up with one of our guest satisfaction surveys. He gave us lots of low scores, said that "Staff kept rudely interrupting me" and that he is a "42 year premier customer who Has to cOncentrate on his work uninterrupted" (typos are his). I don't know how he can be a "premier" customer, as we have no loyalty program and don't even really track how many stays he has with us. (I can look up a 6 mo. history at our location for a guest, but nothing past that and nothing at other locations.)
Boss Man responded with this:
We are sincerely sorry for the breakdown in communication on our part that led to a housekeeper not realizing you were recipient of a courtesy late check-out. This is not our normal standard and [ACW] has been disciplined for the oversight. We are proud of our housekeeper who, after not hearing your response to her knocking on the door in the wind and rain, still did not enter your room with her pass key and disturb you. We found your racist comments disturbing.
SC: "I NEED TO TALK TO BOSS MAN NOW!!!!! IF YOU DO NOT PUT ME THROUGH TO HIM IMMEDIATELY THIS IS GOING TO CORPORATE!!!"
It was Boss Man's day off, but CW let him chat with SC anyway. This is all I have heard about the situation. I hope to see Boss Man later and get an update.
Apparently, SC was writing a book. While I can sympathize with being interrupted while being "in the zone", that's absolutely no reason to suddenly turn into a ranting, racist ass. Sh*t happens. Deal with it. And have some tolerance for others.
A few updates:
Apparently, SC apologized to Boss Man and now they're "buddies", as Other MOD put it. SC says he works as a diversity coordinator or something for his company, and doesn't see how he could have said those comments.
Somehow, I'm just not buying it.Not everything can be too hunky-dory, though, because I just got off the phone with Guest Relations regarding this guest. I told her I didn't have much first-hand information, but relayed to her the events from our POV as best as I could.
Oh, and SC is back. Fortunately ACW remembered to note his late check-out this time. I haven't heard a peep from him today...yet...
Clone him! ...Pretty please? 
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