I have missed my little blog. Haven't been working that much lately, so no new stories, but I always have tons of stuff saved up that I never post. This one is about hotels and credit/debit cards.
So, let me tell you all how it works. You check into the hotel. I swipe your credit card. And no, I can't use the one on file, because we need to swipe a credit card to show you were actually here in case the charges are disputed. So, anyway, I swipe the CC and a hold is placed on it. The hold will be for the full amount of your stay, plus extra for incidentals (you break something, you buy from the hotel store, you eat in the hotel restaurant). If someone's rate is $150, the hold will probably be a little over $200. This is the way it is. If you don't like it, don't stay in hotels.
This is just a hold. The actual amount will not be charged to your account until you check out. This is why you can change credit cards before you leave. Upon check out, the amount will be charged to your credit card and the remainder of the hold released, in three to five business days. Debit cards can take longer.
Unfortunately, because people have no money, they often want us to change this. And we can. It's just a pain in the ass. We need a bank fax number to send a letter authorizing the release of the hold. And some banks won't take that, so then we have to call and listen to elevator music for a half hour to get your hold released. It's not a fun process.
I once had this woman come to check in. A Hispanic woman. She did speak English, though with a thick accent. I asked for a credit card and she told me her mother, who would be arriving in about an hour, would be paying for her room. Well, that's great, but I need a credit card to check you in. She hands over her credit card, and I TELL HER A HOLD WILL BE PLACED ON IT. She says that's fine.
An hour later, I'm taking my break, and my supervisor, who's covering the desk, comes and asks me about this woman. I go back out, and the woman is now there with her husband.
"That's her!" she points at me accusingly.
It turns out the credit card hold means the woman now has no money to spend on this weekend. I say to her that I did tell her a hold would be placed.
"I didn't realize it would be on my credit card!" Her husband chimes in further to back her up, she didn't understand, blah blah blah. "And now what are we supposed to do? We're going to have to go home! We have no money to spend this weekend!"
Where else did she think the hold would be? I mean, I'm sorry if she didn't understand me, but I told her something and she said it was fine. When a customer says that yes, it's fine to place a hold, I take it to mean that it actually is fine. And if you don't understand what I'm saying, ASK. I'm not a fucking mind reader.
Sunday, December 26, 2010
Wednesday, December 8, 2010
Stressed
Today at work, we had several groups holding meetings. The largest meeting was run by a pain-in-the-ass, high-maintenance, man. Holy crap, was he annoying.
I met him for the first time on Monday, when he wanted to start setting up his stuff in the meeting room immediately after the group that day departed. I said, sure, no problem, that I would call with an estimated time of when banquets would finish cleaning the room, and asked for a phone number. He tried giving me his foreign cell phone to call. Hell no.
Then today, he comes down and asks for copies to be made of several sheets of paper. Just one copy, he said. My co-worker goes to the back to make the copies, and comes back with his one. But now he's changed his mind. He needs more than one. Okay, fine. She notices that there are a few back pages, and asks if he wants those copied as well. Yes, he does. Except we don't have a two-sided copier, so it's going to take a little while.
She goes into the back to make his copies, and he stands there waiting. After a few minutes he's starting to get antsy, and asks me to go into the back to check on his copies. I go into the back and check, and my co-worker is standing at a desk, putting his papers in order for him. I come out and tell him "it'll be just a few more minutes". So we're standing, waiting, and this guy must be off his meds or something, because he's getting seriously agitated. He says to me, and I quote, "I'm getting really stressed about this. Can I go and check on her myself?"
"Umm...no," I say quickly. I give him a brief, fake smile. "We can't let you go in the back office." So we're standing, waiting, and I'm trying to hold back my laughter, and sort of succeeding. The huge smile on my face the entire time he was standing there might have given me away.
I met him for the first time on Monday, when he wanted to start setting up his stuff in the meeting room immediately after the group that day departed. I said, sure, no problem, that I would call with an estimated time of when banquets would finish cleaning the room, and asked for a phone number. He tried giving me his foreign cell phone to call. Hell no.
Then today, he comes down and asks for copies to be made of several sheets of paper. Just one copy, he said. My co-worker goes to the back to make the copies, and comes back with his one. But now he's changed his mind. He needs more than one. Okay, fine. She notices that there are a few back pages, and asks if he wants those copied as well. Yes, he does. Except we don't have a two-sided copier, so it's going to take a little while.
She goes into the back to make his copies, and he stands there waiting. After a few minutes he's starting to get antsy, and asks me to go into the back to check on his copies. I go into the back and check, and my co-worker is standing at a desk, putting his papers in order for him. I come out and tell him "it'll be just a few more minutes". So we're standing, waiting, and this guy must be off his meds or something, because he's getting seriously agitated. He says to me, and I quote, "I'm getting really stressed about this. Can I go and check on her myself?"
"Umm...no," I say quickly. I give him a brief, fake smile. "We can't let you go in the back office." So we're standing, waiting, and I'm trying to hold back my laughter, and sort of succeeding. The huge smile on my face the entire time he was standing there might have given me away.
Tuesday, November 16, 2010
Some Things Make Me Very Happy
I came home today and my mother asked how work was. My response? "I'm so glad this isn't my career for life."
Ultimately, I don't think I'm subservient enough to work in the hospitality industry, at least not in a position where I have to deal directly with customers. When I first started at the hotel, I told them I wanted to eventually work in corporate. Which is true. What I didn't say is that I want to be part of the corporate in-house legal department. Which requires another three years of schooling, which I'm starting in 9 months. They don't need to know that.
But anyway, back to today. There was a request in one of the reservations, a woman staying for 9 days, to be on the first floor near the outdoor pool. So I rearrange the room blocking to give her the one room I have there. And then my supervisor writes all over the reservation to tell the guest that no smoking is allowed by the pool courtyard. She's stayed before.
So the guest calls later that day, to make sure her request was noted, and she tells me she wants a room with a balcony. Now I'm confused. The hotel doesn't have balconies. I tell her this, and she tells me we do. I go ask the AGM, and it turns out the rooms around the courtyard on the first floor have little patios. Which maybe I would know if I was ever, I don't know, given a tour? So I return to the guest on the phone and tell her that her request was noted and we'll try to give her that room, but it's not guaranteed. Which is what we're supposed to do. I'm never supposed to guarantee a specific room. And here we go.
"I want to talk to a manager! I'm spending the better part of 3 weeks (since when does 9 days equal 3 weeks?) there and spending upwards of $3000 (wtf? our hotel is not $300 a night) there and I want that room! Blah blah blah."
Fine, I transfer her to the AGM, who then comes out and asks me what I said to her. The other front desk person was there the entire time I was on the phone, and she agreed that I was perfectly polite and didn't say anything out of order. I tell the AGM that I thought we're not supposed to guarantee room types. This is what she's told me in the past. I had early check-ins today and very few rooms ready, and if I had to give that room away, at least the woman wasn't told she was definitely getting that room. Her response: If we had blocked a room for a handicapped person and that was the only room we had when someone came to check-in early, would you give it away?
Wow, that is a terrible analogy. A handicapped person is not at all equivalent to someone who wants to break the rules and smoke in the hotel. I am completely disgusted with this woman - she feels the need to complain to my manager and possibly threaten my job because she's addicted to nicotine? All I have to say is, she better not ask me for anything while she's here. I'm not helping her with shit.
And that is why I'm glad this isn't my chosen career path.
Ultimately, I don't think I'm subservient enough to work in the hospitality industry, at least not in a position where I have to deal directly with customers. When I first started at the hotel, I told them I wanted to eventually work in corporate. Which is true. What I didn't say is that I want to be part of the corporate in-house legal department. Which requires another three years of schooling, which I'm starting in 9 months. They don't need to know that.
But anyway, back to today. There was a request in one of the reservations, a woman staying for 9 days, to be on the first floor near the outdoor pool. So I rearrange the room blocking to give her the one room I have there. And then my supervisor writes all over the reservation to tell the guest that no smoking is allowed by the pool courtyard. She's stayed before.
So the guest calls later that day, to make sure her request was noted, and she tells me she wants a room with a balcony. Now I'm confused. The hotel doesn't have balconies. I tell her this, and she tells me we do. I go ask the AGM, and it turns out the rooms around the courtyard on the first floor have little patios. Which maybe I would know if I was ever, I don't know, given a tour? So I return to the guest on the phone and tell her that her request was noted and we'll try to give her that room, but it's not guaranteed. Which is what we're supposed to do. I'm never supposed to guarantee a specific room. And here we go.
"I want to talk to a manager! I'm spending the better part of 3 weeks (since when does 9 days equal 3 weeks?) there and spending upwards of $3000 (wtf? our hotel is not $300 a night) there and I want that room! Blah blah blah."
Fine, I transfer her to the AGM, who then comes out and asks me what I said to her. The other front desk person was there the entire time I was on the phone, and she agreed that I was perfectly polite and didn't say anything out of order. I tell the AGM that I thought we're not supposed to guarantee room types. This is what she's told me in the past. I had early check-ins today and very few rooms ready, and if I had to give that room away, at least the woman wasn't told she was definitely getting that room. Her response: If we had blocked a room for a handicapped person and that was the only room we had when someone came to check-in early, would you give it away?
Wow, that is a terrible analogy. A handicapped person is not at all equivalent to someone who wants to break the rules and smoke in the hotel. I am completely disgusted with this woman - she feels the need to complain to my manager and possibly threaten my job because she's addicted to nicotine? All I have to say is, she better not ask me for anything while she's here. I'm not helping her with shit.
And that is why I'm glad this isn't my chosen career path.
Wednesday, November 10, 2010
Stop Calling Here!!!
For some reason, whenever I have someone from a certain area of the world stay (think Middle East/India area), they receive lots of phone calls. I don't know if it's because they don't know how to use email or if it's because the person isn't trusted to handle company business without lots of instruction, but whatever it is, it's annoying as hell. All calls to the hotel go through me. We don't have something where it gives you the option to put in an extension first. Everything goes through me.
And for those of you who are thinking, well, that's your job, get over it, I might agree - except when people get five phone calls in an hour. Honestly - it's irritating. At a certain point, I pick up the phone and I already know who's on the other end.
One person, when calling for this guy (who may or may not have been Indian) asked me when he was checking out. I told him Friday. I probably wasn't supposed to do that. Then he asked what room he's in. "We don't give that information out." Then (this may be one of the best questions I've received since I started working in hotels, and that's saying something) he asked where he was going when he left. Umm, are you kidding? What a stupid question. Do I look like his travel agent? Cue a flat "I don't know" on my end.
I was so glad when that guy left. Seriously, stop calling here!!!
And for those of you who are thinking, well, that's your job, get over it, I might agree - except when people get five phone calls in an hour. Honestly - it's irritating. At a certain point, I pick up the phone and I already know who's on the other end.
One person, when calling for this guy (who may or may not have been Indian) asked me when he was checking out. I told him Friday. I probably wasn't supposed to do that. Then he asked what room he's in. "We don't give that information out." Then (this may be one of the best questions I've received since I started working in hotels, and that's saying something) he asked where he was going when he left. Umm, are you kidding? What a stupid question. Do I look like his travel agent? Cue a flat "I don't know" on my end.
I was so glad when that guy left. Seriously, stop calling here!!!
Wednesday, November 3, 2010
Immediate Assistance
Continuing with my telephone theme...
The other day I had a woman call the hotel. I can't remember what she wanted - either she was having an event or she wanted a block of rooms for a wedding. Either way, that goes to our sales manager. I put her through and hung up.
Twenty seconds later, the phone rings, the screen showing that the call has been bounced back to me. I pick up the phone and give my greeting again - which takes a really long time, by the way. I'm losing my voice from this job. The woman tells me she didn't pick up. Yes, I can tell.
"Okay, then you can leave her a message on her voice mail. Did it not give you the option to do that?" I know that this manager's voice mail fills up quickly.
"No, it did. But then it said press zero for immediate assistance."
Okaay. "Yes, ma'am. It connected you back to me. But she's the only one who can assist you with that. Would you like me to connect you to her voice mail so you can leave a message?"
"No." And she hangs up.
People are spoiled. Instant gratification - not available here.
The other day I had a woman call the hotel. I can't remember what she wanted - either she was having an event or she wanted a block of rooms for a wedding. Either way, that goes to our sales manager. I put her through and hung up.
Twenty seconds later, the phone rings, the screen showing that the call has been bounced back to me. I pick up the phone and give my greeting again - which takes a really long time, by the way. I'm losing my voice from this job. The woman tells me she didn't pick up. Yes, I can tell.
"Okay, then you can leave her a message on her voice mail. Did it not give you the option to do that?" I know that this manager's voice mail fills up quickly.
"No, it did. But then it said press zero for immediate assistance."
Okaay. "Yes, ma'am. It connected you back to me. But she's the only one who can assist you with that. Would you like me to connect you to her voice mail so you can leave a message?"
"No." And she hangs up.
People are spoiled. Instant gratification - not available here.
Tuesday, November 2, 2010
My Telephone Pet Peeve
There is something people do that I absolutely hate. Seriously, it drives me freakin' insane. Let me tell you about it.
A guest in the hotel calls someone outside the hotel, using the hotel phone (which is a complete rip-off, by the way). That person misses the call. They see the missed call on their phone, and for whatever reason, decide to just randomly call back that number and see if it's someone they know. I do not understand this tendency. Especially since I am the one that has to field all these phone calls. For people that do this, let's go over how ridiculous this sounds.
"Good morning, thank you for calling -----. This is ---- speaking, how may I help you?"
"Yeah, someone just called me from this number."
"This is a hotel, ma'am."
"What?"
"A hotel. The ----. We have over 150 rooms here."
"Well, someone just called me from this number."
"I don't know who that was, ma'am. We have over 150 rooms here."
And so on.
When I miss phone calls, I do not call back numbers I don't know. I figure if it was that important, they would leave a message. If I'm job-hunting and think I may have missed a call from a potential employer, I google the number. If it was that employer, I call them. Why do people feel the need to call back every number that calls their phone? It's the most ridiculous thing I've ever heard of.
A guest in the hotel calls someone outside the hotel, using the hotel phone (which is a complete rip-off, by the way). That person misses the call. They see the missed call on their phone, and for whatever reason, decide to just randomly call back that number and see if it's someone they know. I do not understand this tendency. Especially since I am the one that has to field all these phone calls. For people that do this, let's go over how ridiculous this sounds.
"Good morning, thank you for calling -----. This is ---- speaking, how may I help you?"
"Yeah, someone just called me from this number."
"This is a hotel, ma'am."
"What?"
"A hotel. The ----. We have over 150 rooms here."
"Well, someone just called me from this number."
"I don't know who that was, ma'am. We have over 150 rooms here."
And so on.
When I miss phone calls, I do not call back numbers I don't know. I figure if it was that important, they would leave a message. If I'm job-hunting and think I may have missed a call from a potential employer, I google the number. If it was that employer, I call them. Why do people feel the need to call back every number that calls their phone? It's the most ridiculous thing I've ever heard of.
Friday, October 29, 2010
My Job Description
I've seen this before, floating around the internet. We also have a copy on the bulletin board at work. It's really the perfect description of what I do.
I have advanced degrees in Accounting, Public Relations, Marketing, Business, Computer Science, Civil Engineering, and Swahili. I can also read minds.
Of course I have the reservation that you booked six years ago even though you don't have the confirmation number and you think it was made under a name that starts with "S".
It is completely my fault that the blizzard shut down the airport and you have to sleep in a warm king-size bed while 5000 of your co-travelers are sleeping in benches at the airport. I am sorry.
It is not a problem for me to give you seven connecting, non-smoking, poolside suites with two king beds in each, four rollaways, 3 cribs, and yes, I can install a wet bar. I know it is my fault that we do not have a helicopter landing pad.
I am a Front Desk Agent. I am expected to speak all languages fluently. It is obvious to me that when you booked your reservation for Friday on the weekend we're sold out that you really meant Saturday. My company has entrusted me with all financial information and decisions, and yes, I am lying to you when I say we have no more rooms available. It is not a problem for me to quickly construct several more guest rooms. THIS time I will not forget the helicopter landing pad. And it is my fault that everyone wanted to stay here. I should have known you were coming in, even though you had no reservation. After all, you stay at our brand of hotel all the time, 300 nights a year, and this is only the first time you've ever been to our city.
I am a front desk agent. I am quite capable of checking three people in, two people out, taking five reservations, answering fifteen incoming calls, delivering six bath towels to room 625, plunging the toilet in room 101, and restocking the supply of pool towels, all at the same time. Yes, I will be glad to call the van driver and tell him to drive over all the cars stuck in traffic because you've been waiting at the airport for 15 minutes and you've got jet lag.
I am a front desk agent, an operator, a bellhop, houseman, guest service representative, housekeeper, sales coordinator, information specialist, entertainment critic, restauranteur, stock broker, referee, janitor, computer technician, plumber, ice-breaker, postman, babysitter, dispatcher, laundry cleaner, lifeguard, electrician, ambassador, personal fitness trainer, fax expert, human jukebox, domestic abuse counselor, and verbal punching bag. Yes, I know room 112 is not answering their phone. And of course I have their travel itinerary so I know exactly where they went when they left here 9 hours ago, and what their cell phone number is.
I always know where to find the best vegetarian-kosher-Mongolian-barbecue restaurants. I know exactly what to see and do in this city in fifteen minutes without spending any money and without getting caught in traffic. I take personal blame for airline food, traffic jams, rental car flat tires, and the nation's economy.
I realize that you meant to book your reservation here. People often confuse us with the Galaxy Delight Motel, Antarctica. Of course I can "fit you in" and yes, you may have the special $1 rate because you are affiliated with the Hoboken Accounting and Bagel Club.
I am expected to smile, empathize, sympathize, console, condole, upsell, downsell (and know when to do which), perform, sing, dance, fix the printer, and tell your friends that you're here. And I know exactly where 613 Possum Trot Lane is in the Way Out There subdivision that they just built last week.
After all, I AM a Front Desk Agent!
"I am a Front Desk Agent"
I have advanced degrees in Accounting, Public Relations, Marketing, Business, Computer Science, Civil Engineering, and Swahili. I can also read minds.
Of course I have the reservation that you booked six years ago even though you don't have the confirmation number and you think it was made under a name that starts with "S".
It is completely my fault that the blizzard shut down the airport and you have to sleep in a warm king-size bed while 5000 of your co-travelers are sleeping in benches at the airport. I am sorry.
It is not a problem for me to give you seven connecting, non-smoking, poolside suites with two king beds in each, four rollaways, 3 cribs, and yes, I can install a wet bar. I know it is my fault that we do not have a helicopter landing pad.
I am a Front Desk Agent. I am expected to speak all languages fluently. It is obvious to me that when you booked your reservation for Friday on the weekend we're sold out that you really meant Saturday. My company has entrusted me with all financial information and decisions, and yes, I am lying to you when I say we have no more rooms available. It is not a problem for me to quickly construct several more guest rooms. THIS time I will not forget the helicopter landing pad. And it is my fault that everyone wanted to stay here. I should have known you were coming in, even though you had no reservation. After all, you stay at our brand of hotel all the time, 300 nights a year, and this is only the first time you've ever been to our city.
I am a front desk agent. I am quite capable of checking three people in, two people out, taking five reservations, answering fifteen incoming calls, delivering six bath towels to room 625, plunging the toilet in room 101, and restocking the supply of pool towels, all at the same time. Yes, I will be glad to call the van driver and tell him to drive over all the cars stuck in traffic because you've been waiting at the airport for 15 minutes and you've got jet lag.
I am a front desk agent, an operator, a bellhop, houseman, guest service representative, housekeeper, sales coordinator, information specialist, entertainment critic, restauranteur, stock broker, referee, janitor, computer technician, plumber, ice-breaker, postman, babysitter, dispatcher, laundry cleaner, lifeguard, electrician, ambassador, personal fitness trainer, fax expert, human jukebox, domestic abuse counselor, and verbal punching bag. Yes, I know room 112 is not answering their phone. And of course I have their travel itinerary so I know exactly where they went when they left here 9 hours ago, and what their cell phone number is.
I always know where to find the best vegetarian-kosher-Mongolian-barbecue restaurants. I know exactly what to see and do in this city in fifteen minutes without spending any money and without getting caught in traffic. I take personal blame for airline food, traffic jams, rental car flat tires, and the nation's economy.
I realize that you meant to book your reservation here. People often confuse us with the Galaxy Delight Motel, Antarctica. Of course I can "fit you in" and yes, you may have the special $1 rate because you are affiliated with the Hoboken Accounting and Bagel Club.
I am expected to smile, empathize, sympathize, console, condole, upsell, downsell (and know when to do which), perform, sing, dance, fix the printer, and tell your friends that you're here. And I know exactly where 613 Possum Trot Lane is in the Way Out There subdivision that they just built last week.
After all, I AM a Front Desk Agent!
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