Give Them An Ice Cube, They’ll Demand A Glacier

, , , | Right | September 19, 2019

(I work the night audit shift at a hotel from 11:00 pm to 7:00 am. I’m just finishing up my shift; my relief is getting settled in and there is a lot of activity in the lobby as we have heavy checkouts this morning, with a youth sports group comprising the better portion of them. One woman, clearly a part of this group, comes up to the front.)

Guest: “Excuse me. The ice maker on the second floor isn’t working!”

(I’m fairly certain this is because it’s empty; I’ve seen several people in her group leave with varying amounts of ice, some in bags, some whole coolers full. This woman herself has a rolling cooler in tow.)

Me: “Oh, I’m sorry about that; I’ll have engineering right on it when they come in. There are machines on every floor, though, in the same location!”

Guest: “Oh. Well. I saw someone get ice from down here last night. One of the front desk people went in the back somewhere to get it.”

Me: “Unfortunately, ma’am, the main kitchen is still closed right now, but if you want to head over to the breakfast area, someone there might be able to get in to get you some ice from their area!”

(Note that this isn’t really something required of them, but clearly, this woman has decided she is NOT getting her own ice, and there’s no reason to send a front desk agent to clog up the small breakfast kitchen when they already have several staff members over there. The guest starts towards the breakfast area, but then abruptly turns around.)

Guest: *snottily* “You know what? I think that’s your job!”

Me: “No, ma’am. It’s not.”

Guest: “Well, the guy last night was nice enough to do it!”

Me: “That was nice of him. But it wasn’t his job, either.”

Guest: “Well, I think it should be!”

(She finally huffed off towards the breakfast area, and my coworker and I just exchanged a weary look before I went to clock out. This is exactly why I have to caution my coworkers not to do favors for guests.)


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