Monday, May 30, 2011

The Customer Is Not Always Right

(an old post that I never finished, so my math is now off. whatever)

In fact, the customer is almost always wrong. Particularly when they try to insist they know the hotel better than I do. Look, lady, I may have only worked here three months (almost four now, actually), but I'm here 40 hours a week, as opposed to the two days you spent here last year. That means I've spent about a month of my life in this hotel. Seriously. 40 hours a week times about 16 weeks equals 640 hours. Divide that by 24 and you get ~27 days. Wow, that's depressing.

But anyway, this woman comes in for a business meeting being held at our hotel, and asks for a smoking room. I inform her that we don't have smoking rooms, but offer to put her near an exit. Best I can do. Well, she turns into a major bitch. She insists that we have smoking rooms, and says last year when she was here she had a smoking room. I pull up her previous reservation and there's no note about smoking. Plus, we're a completely non-smoking hotel.

Despite both myself and my coworker saying that we're non-smoking, she says we're wrong. We both repeat that the hotel is completely non-smoking and the fine is $250 for smoking in the room. She says she doesn't care. Then (since her company was paying for the room & tax), when I ask her for a credit card for incidentals, she tries to get out of giving me one. Uh-huh. You tell me you're going to smoke in the room and you think you're not giving me a credit card to charge when you do? No way. She says she's going to talk to the person in charge of her business meeting, since she knows she requested a smoking room for her.

When I told the GM about it that afternoon, he tells me that after all that, if she still smokes in the room, we'll throw her out and charge her $250 for each day she smoked. Ha! After being such a bitch, she would deserve it.

Ultimately, it didn't come to that. She spoke to the leader of her group, who spoke to our sales team and confirmed the hotel is non-smoking. And then she came by the desk and told me that the smoking hotel she stayed at last year was a different property, not ours (obviously).

And Counting!

54 days of work left to go!!! (yes, I am staring a countdown. I need to get out of this place.)

Saturday, May 21, 2011

Not Hotel-Related, But...

Who thinks that a valid excuse for doing poorly on an SAT practice test is: "There were lots of girls in the room and I couldn't concentrate"?

Not me!

Sunday, May 1, 2011

I May Sound Like An Ass Here, But...

I'm smarter than my boss. She knows it and I know it. And it's not that I can't respect someone who's not as smart as me. Really, it's not. Especially if you consider that lesser intelligence in the context of more experience in this industry than I have. I consider that experience something I can learn from. After all, don't we all have new things we can learn? Of course we do. I love knowledge. The day I stop learning is the day I die. The problem is, she does not feel that way.

Each day, the morning shift at a hotel blocks guests into rooms. What this means is that we select a room for a guest based on their requests. Connecting rooms, high floor, first floor, quiet area, smoking (not permitted, so they go near an exit). We go through and block accordingly, based on that day's arrivals. However, for some reason our system was doing something very unfortunate in that it was automatically blocking rooms with no consideration to guest preferences. So my supervisor comes out one morning and asks if we are blocking according to requests. I say, yes, we are, and she asks why the rooms guests are currently in don't match their requests. Wellll, that would be because the system blocks automatically and I haven't gone through to fix it yet.

"What do you mean the system blocks automatically? That doesn't make any sense. Someone had to set that up."
I pull up the screen to show her, unblocking several rooms and showing her how the system automatically reblocks. Which she ignores
"That doesn't make any sense. The system doesn't do that."
She goes back into the office, and I ask my coworker what exactly there is to not understand. This isn't brain surgery. Her response: she doesn't want to understand.

I received similar responses from both my parents - apparently I am showing up my supervisor with my superior knowledge of the system, and she doesn't like it. But anyway, I go to the help for our system and figure out how to stop the automatic blocking. Then I tell the GM that I've stopped it. He lets my immediate supervisor know this, and she tells him that the morning shift haven't been responding to requests when rooms are blocked, and that's the problem with the blocking, nothing else.

I heard about this because someone else was in the back office at the time - I didn't hear it directly. And at first I shrugged it off, but the more I think about it, the more pissed off I am. How dare she tell my GM a flat-out lie about me, especially after I explained the problem to her and she decided she didn't want to understand? So I've decided to talk to him tomorrow. And I don't care if it makes her look bad. I'm not going to be here that much longer anyway!

***PS - I know I haven't been posting much lately. Nothing happened at work to make me feel this way, but I become paranoid about being caught. Fellow bloggers, how do you manage to stay anonymous and still tell specific stories about your job?