Front Desk: Your Personal Venting Service

(I am a supervisor in the Housekeeping Department. One day, I get a call from the front desk about a guest.)

Front Desk: “[My Name], guest in room [number] called to say that there is a problem with his room.”

(She goes on to describe the issue, which is a legitimate reason for the guest being upset.)

Front Desk: “You’d better go over to see him now. He sounds very, very angry. Spent half an hour screaming at me.”

Me: “Okay, no problem. I’ll go see him now.”

(I head over to the guest’s room, ring the bell. and wait for him to answer. He comes to the door, opens it, and sees me standing there.)

Me: “Good afternoon, sir. I am [My Name] from the Housekeeping Department. I understand that you have a problem with your room. How may I resolve it for you?”

Guest: “That was quick. Well, I just yelled at the girl at the front desk for half an hour. Now I’m not upset anymore. I don’t need anything now. Thanks for coming by.”

(He closed the door and left me wondering what just happened. Unfortunately, it is usually my poor colleagues at the front desk who bear the brunt of a guest’s anger over any issue, including those not related to their own department. It would be good if people can remember that some issues are out of the front desk/reception staff’s control and not take out their frustrations on them.)