Tuesday, March 29, 2011

Be Professional

I rarely write about my co-workers or managers on this blog. This is for two reasons: one, I am worried that one day one of them will stumble upon my blog and recognize descriptions of themselves and two, I likely most of the people I work with. There is one person I am not such a big fan, though. This would be my immediate supervisor, whose title will not be disclosed for reason #1 above.

I am normally the kind of person who gets along with everyone, but she irritates me. The reason for this? I hate liars. Hate hate hate. With a passion. In case you cannot tell, I am a very honest (read: blunt) person. And I consider hypocrites to be liars. And she is one of the biggest hypocrites I've ever met. And closed-minded.

When you talk to her, it's like there's only one acceptable attitude. One acceptable viewpoint. One acceptable way to do things. Any suggestions are shot down. I was talking about my old hotel the other day and she says, "You aren't there anymore, you're here. We're not them. We do things this way here." And yes, they were a less organized property, but that doesn't mean there's nothing that can be learned from them.

And then there's her personality - childish and unprofessional. It's really amazing that she's gotten to this point in her hotel career considering how incredibly petty she is. She is the type of person who holds grudges. And plays favorites. So when her favorite front desk person called out sick and the person who had to cover wasn't happy about it and spoke to the GM, she gave them the cold shoulder, then called them into her office and talked about how she doesn't play favorites. Uh huh. It's like, this is a business. Be professional. If you can't do that, go back to kindergarten and learn how to play nice with other people. It's gotten to the point that I really look forward to the days she's not there.

Thursday, March 24, 2011

Why America's Going Downhill

Yes, I know it's been a while since I've written. I've been pretty busy working 70-hour weeks and trying to choose a law school for next year (actually, I've decided. but for my father's sanity, i am "weighing my options"). But this guy's story just begged to be told.

He came in Sunday, and for whatever reason was booked in a suite. Probably because we were sold out this week. He came in Monday to ask about breakfast, but that's a whole different story in itself. So he's in a suite, and at first he tried feeding us this crap about how he "thought all the rooms were like that" and he "didn't realize he was in a suite". Riiight. So he wants a lower rate, but he doesn't want to change rooms. That's not happening. The afternoon shift yesterday tried to get in touch with him all evening, but he wasn't picking up. So guess who gets to deal with this guy when he finally gets all his messages? Me.

He called down this morning and said he didn't understand what the messages were saying. I pull up his reservation and recognize the booking - the guy who wants neither to move nor to pay. I tell him we'd be happy to move him into a new room, and he says that's what he wants. But he's running late and wants to know if housekeeping can move his things for him.

We're really not supposed to do that. No one from the hotel is supposed to move a guest's belongings because the hotel is liable if something is missing. But we've been trying to resolve this problem for a few days, and we've done it before, so I say yes, and tell him they'll move his belongings as long as everything's packed up.

Guest: "So they'll move my stuff for me?"
Me: "As long as everything's packed up, yes."

I repeated this because it was very important that everything be packed. Housekeeping won't/can't gather up and move toiletries, clothes, etc. Additionally, my tone was totally neutral as I said this. Sometimes I say something to a guest and wish later I'd phrased it a little more decorously. But going over it again, I wouldn't say anything differently. But apparently this struck a nerve.

Guest (nastily, in case anyone was thinking otherwise): "You just told me that. You don't have to tell me again. I heard you. And you don't have to be so rude about it."
Me (somewhat surprised on the other end): "I said it again because housekeeping can't move your belongings unless everything is packed."
Guest: "Then you should have said that instead of being so rude! This is why America's going downhill! Everyone in the service industry is so rude! No one knows good service anymore!"

And so on, with several more comments about how rude I was. I think he was hoping for an apology, but I refuse to apologize to such an asshole - especially over nothing. My coworker said I should have told him it was inappropriate to speak to me that way, and I should have, but at that point I was a little stunned. I don't think I've ever dealt with such a nasty, unreasonable guest.

And he thinks the service industry is leading America to its downfall? Methinks otherwise.