Failed At The Name Game

| Yakima, WA, USA | Right | September 9, 2015

Me: “Thank you for calling the Yakima Hotel. My name is [My Name]. How can I help you?”

Caller: “Yes, I would like to talk to the front desk of your Yakima, Washington location.”

Me: “Yes, this is the front desk. My name is [My Name].”

Caller: “Okay, I need you to transfer me to someone at the front desk.”

Me: “Yes, this is the front desk. My name is [My Name]. How can I help you?”

Caller: “Oh, okay. What’s your name?”

Me: “…”

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Failed At The Name Game

Employees Who Have Spirit

| GA, USA | Right | September 8, 2015

(I am a hotel concierge, and a few customers are talking about the prices of late-night ghost tours of the city.)

Customer: “What’s the price of [Tour #1]?”

Me: “That one is [Expensive Price], and it’s inside an air-conditioned trolley that goes through most of downtown.”

Customer: “What’s the price of [Tour #2?]”

Me: “That one’s [Cheap Price], and it’s a walking tour inside of a graveyard. There’s also a tour in a modified hearse that’s [Cheaper Price], and it’s the most economical.”

Customer: “Well, what tour can I get for two dollars?”

(Most of the prices are over twenty dollars, and my mother has a strange way of dealing with customers that try to lowball the prices.)

Me: “For two dollars, I’ll take your family into the bathroom, turn off the lights, and go ‘WoooOOOooooOOO!’ like a ghost.”

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Speaking Up Can Get You Down

| USA | Right | September 4, 2015

Me: “Hello, this is [Hotel] in [City, State]. My name is [My Name]. How may I direct your call?”

Caller: *with kids screaming in background, on a busy highway, on speaker* “WHAT?! SPEAK UP! I CAN’T HEAR YOU!”

His Logic Has Checked Out

| CO, USA | Right | August 29, 2015

(I am working at the front desk at about 10 pm. An older gentleman approaches.)

Me: “How can I help you? ”

Guest: “I want to check out now.”

Me: “Okay, no problem. Why leaving so early?”

Guest: “Oh, I’m still going to be in the room till tomorrow morning.”

Me: “…Then I’m sorry, sir. I can’t check you out tonight, as our system would then tell us your room would be vacant.”

Guest: “But I want to check out now! Not tomorrow morning.”

Me: “I’m sorry, sir, but I can’t do that. See, what room are you in?”

Guest: “Room 000.”

Me: “So, if I check you out now and another person comes in and wants a room, I can say ‘Sure! Room 000 is open.’ You understand?”

Guest: “But I don’t want to do it tomorrow! I want to check out now!”

Me: “I’m sorry, sir, you can’t check out until you’re leaving the hotel.”

Guest: “Well, I can see I’m getting nowhere.” *stomps off talking about how stupid I am*

Coworker: “Maybe we should send another guest to 000 and when he yells at us for THAT tell him we checked him out like he asked.”

Mis-sold On The Resume

| Maritimes, Canada | Working | August 28, 2015

(I am the front desk manager at a hotel. We have just hired a new girl who is really not working out. Despite having several years experience at a hotel, she seems completely clueless as to how the hotel industry operates. She also has zero computer skills and as such her training has taken at least twice as long as it normally should. After more than 3 weeks, we decide she is ready for her first shift alone. It’s a quiet night and I make sure she has all her notes as well as my cell number in case she needs to call me for help with anything. Before leaving we have the following discussion:)

Me: “So, we are currently at 75% occupancy. We need to get that up to 100% tonight, so make sure you rent out all the rooms. I don’t want to see any vacant rooms when I come in tomorrow morning. It shouldn’t be too hard; we get a lot of walk-ins this time of year. Just make sure you do whatever you have to in order to sell those rooms. Anybody who walks in looking for a rooms doesn’t leave without renting one. Got it?”

Employee: “Yup, no problem. I can guarantee with almost 100% certainty that every room will be sold tonight.”

Me: “Okay, great. Make sure you call me if there’s anything.”

(Later that evening, around midnight, I get a call from the night auditor who is normally very calm and subdued. Right now, though, he is frantic.)

Me: “What’s going on over there?”

Employee #2: “That idiot is going to run us out of business.”

Me: “Why? What happened?”

Employee #2: “You told her she had to do everything in her power to rent all the rooms so she did…to her family at $1 per room.”

Me: “What?! Are you f****** kidding me? How many rooms did she rent?”

Employee #2: “12 total. She’s got her entire family and all her friends here as we speak. She called them in right after you left and so we had, like, no rooms left to rent to walk-ins. She’s been turning customers away all night. They all paid a discounted rate of $1 because she said she had to get the rooms rented. Some of them are even occupying suites. She’s actually proud of herself for selling out the hotel tonight. She genuinely believes she is going to be praised and rewarded for this tomorrow.”

Me: “I can’t believe this. Do me a favor. Get the applications file from the cabinet and put it on my desk. I’m going to start looking for someone new first thing tomorrow.”

(Since the rooms went to her friends and family without proper authorization it was considered stealing. I confronted her the next day and informed her that her services were no longer needed and that she could come by for her pay check later that week. She genuinely could not understand why it wasn’t ok to rent those rooms at that price; I told her to sell them and she sold them. Lesson learned: always check references and never hire based solely on the resume.)

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