Getting The Final Word Is Its Own Reward
I work night audit for a hotel chain. We are sold out one night; I’m waiting on three people to arrive, and they’ve all called to say they are coming.
We have a plastic key container, and as people check in, we take the room keys from there.
A guest shows up wanting to check into a room. I know he’s not one of the three people I’m waiting for.
Me: *Politely* “I’m sorry, sir, but we’re sold out tonight.”
The guest then goes into the diatribe.
Guest: “I’m a [Guest Rewards Program] member! You are obligated to keep a room on standby just in case a member needs a room!”
Me: “Mr. [Guest], I can’t sell you what I don’t have.”
The guest then looks up, sees the key holder, and has the unmitigated gall and audacity to say:
Guest: “Since those people haven’t arrived yet, you can just give me their room, and they can find another place since I’m already here.”
Me: “Mr. [Guest], that’s not going to happen. They’ve made reservations already; you haven’t.”
Guest: “I’ve never been treated like this! [Rewards Program] members should come before others all the d*** time!“
Me: “Have a good night, Mr. [Guest]!”
I think that is the end, but nah. I get a call from the [Rewards Program] desk, asking for me specifically.
Instead of asking me what’s going on or trying to hear my side, the [Rewards Program] employee begins to attempt to chastise me about how important the program members are and how I need to go above and beyond, no matter the situation. I stayed quiet during her entire speech and then asked a question.
Me: “Ma’am, are you done?”
Employee: “I beg your pardon?”
Me: “My question was pretty clear. Are… you… done?”
I hear silence.
Me: “Good. Did Mr. [Guest] tell you that he didn’t have a reservation at this property and that he was told that we were sold out? Of course, he didn’t. Because if he had, we wouldn’t be having this conversation. Did Mr. [Guest] tell you that he wanted me to cancel the reservation of one of the incoming guests so he could have a room? Of course, he didn’t. Because if he had, you and I wouldn’t be having this pointless conversation. We are still sold out, and he is not getting a room here. But instead of asking me what the issue was, you chose to try to scold a grown man like a child. So, with all of this being said, is there anything else that I can help you with? No? Then enjoy your evening.”
Click.
I felt pretty d*** good after that!