Managed That Gamble

, , , , , | Right | March 8, 2018

(I am working at the reception desk of a hotel at 11 pm. We have a walk-in, which is uncommon here as it is a golf resort, out in the middle of nowhere, but does happen. This guy says he is traveling on business and wants a basic room. I make his booking in the system, and give him the price. It’s a pretty low rate for this county, as it is midweek.)

Customer: “Aww, that’s really expensive! Can’t you get me a better rate?”

Me: “I’m sorry. The system decides the price based on day and availability; there’s nothing I can do.”

Customer: “Come on! I know the manager of this place! He’d give me a low price!”

Me: *my scam senses are tingling so I decide to play his game* “I see. Well. I might be able to get you a regular’s discount… if you can give me the manager’s name.”

(I say this in the full knowledge that this guy won’t know it, and I won’t have to give him the discount. I realise this could be considered a gamble, but call it intuition.)

Customer: “I don’t have to prove anything to you.”

Me: “Well… if you were asking for a member’s discount, I would need your member’s card to prove you were a member. Usually for a regular’s discount, I have to check our system for proof of at least six bookings in the year, so… as a customer, there’s a lot of things you have to prove. Is there a problem?”

(Lucky me, as a night porter, I can get cheeky with the customers, as we are considered security, and I can write almost any questioning off as “checking for suspicious behavior.” I do not suffer people like this gladly. I would never, ever swear or raise my voice to a customer, so through this exchange, I have been smiling, polite, and chirpy.)

Customer: *getting a sort of “rabbit in headlights” look* “Um. Well. It might be the old manager, now.”

Me: “Ah, well, that’s a shame. You could give me his name to be sure?”

Customer: *grumbling* “Never mind. I shall take the rate.”

Me: “Of course, sir.”

(I finish putting his booking through, and take him to his room, wishing him a goodnight. As I walk away from his door, he leans back out and calls quietly to me.)

Customer: “How many times has someone actually tried that on you?”

Me: “Enough that I have an answer for every method they try.”

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