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I Eat Customers Like You For Breakfast

, , , | Right | December 18, 2019

(I work overnight at a hotel. For some events — usually kids’ sporting events — our weekend breakfast hours are too late for when some in the groups have to be at their events, so they arrange it ahead of time to have breakfast open at the usual weekday time. One weekend, we have this arrangement with a group… but unfortunately, one rather crucial group was not informed of this change in schedule — namely, the actual breakfast workers. This leaves me having to very apologetically explain that our breakfast has been delayed to hungry baseball-parents for the last hour of my shift. Most of them are disappointed but understand that it wasn’t my fault personally, and I offer them a discounted rate for the trouble and they go on their way. Then, just as my relief shows up, there’s this guest.)

Guest:Why isn’t the breakfast open?!”

Me: “I am so sorry, sir, there was a miscommunication with our breakfast staff, and the breakfast is going to be delayed in opening.”

Guest: “This is unacceptable! Tell them to open it now!”

Me: “Sir, I’m sorry, but they don’t have everything prepared yet. Even if they were to let people into the breakfast area, there would be no food to serve. I’ll be happy to add a rate credit to your room for the inconvenience.”

Guest: “Oh, yeah?! And what about the rest of my group?!”

Me: “I– I’m sorry?”

Guest: “I want a guarantee that everyone in my group is getting a discount because of this!”

(Not only is this wildly out of my power to guarantee, I know for a fact that not everyone in his group will be affected by the mix-up — only the ones that had early matches, who I have no way of distinguishing from everyone else.)

Me: “I’m sorry, sir, I’m afraid I can’t promise that for certain as it’s not in my power to do so. But I will absolutely have my manager notified of this issue, as well as the sales office your group booked through–”

Guest: “Hmph! This is ridiculous! Unacceptable! Do you have a card I can take?”

Me: “Certainly.”

(I hand him my manager’s business card, which he glares at for a minute.)

Guest: “And this is your card?!

(I am very obviously female; the name on the card is equally obviously not.)

Me: “No, that is my manager’s card.”

Guest: “No! I want your card!”

Me: “I’m sorry, sir, I do not have a card personally as I am not a manager.”

Guest: “Well, what’s your name?!”

Me: *showing my name badge* “It’s [My Name].”

(He very carefully writes down my name from my name badge and then gives me a hard glare before stomping off. My coworker, who was trying to get ready for his shift, speaks up.)

Coworker: “I think he’s planning to report you.”

Me: “For an issue I had nothing to do with, involving a completely different department? I’m shaking in my boots.”

(I never heard anything about it. I do definitely understand that it was a huge screwup on the part of the hotel, but yelling at people who are trying to help and apologize as much as they can is just being ornery. Oh, and my coworker said that the next day the same guest came down to complain about the breakfast still being closed… only it wasn’t. He said he seemed genuinely upset not to have anything to yell about!)

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