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Monday January 24th 2005
Dear John 2:04 am-
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It's not often I get a response from someone in Hotel Management that doesn't even work at the hotel I do. And John a front desk manager of a HI Select stopped by and posted this comment in the forum thread regarding my post about how the hotel treats a certain company special. The following will be my attempt to address this guys comments.

I have stumbled upon your site while looking for training information regarding breaches of hotel security.

First let me welcome you to my site. Welcome. Now that's out of the way let's take a look at your opening. You say you found me while searching for info on breaches of hotel security? You sure about that? Because when I look up info on breaches of hotel security I use these search key words to find the info I'm looking for. While your search was using a slightly looser set of terms. I'm sure that google search led you to all kinds of info regarding breaches of hotel security. So you will have to forgive me if I don't take you as a credible expert in your position of front desk manager and your comments are already dismissed as another anonymous troll who is just looking to piss me off. You going to need to work a little harder as I've had a lot more talented trolls than you.

I find your viewpoint refreshing, although considerably one sided. This particular view is that every traveler should receive VIP treatment, not just those whose company spends a large sum of money with the hotel. I agree that in a perfect environment that would be fantastic, however back here on Earth it simply is not possible.

I think your reading comprehension is a little lacking John. Read it again. No where did I say anything about everyone receiving this "VIP treatment" These assholes from the So & So Corporation receive more than just some "VIP treatment" as you call it. These people from the So & So Corporation are the only ones we go out of the way for. We don't treat the guys at This And That Inc as good I can tell you that.

98 % of employees in every company that exists think that they are underpaid and undervalued, and is unwilling to go that extra mile for every patron.

98 percent? So your telling me that only 2 percent of the employees will go out of their way for a guest? Where do you get these statistics John? Because I find these numbers very fascinating. And just for your info John the employees at my hotel are underpaid and undervalued.

Management knows this and has to attempt to cope with it in some manner, rather than eliminate the employees that don't do as they should for every customer, management has decided that as long as they don't lose the large accounts then the small incidents and occasional aggravated patron is simply a part of doing business.

I'm sorry but this statement makes no sense to me. So in your real world John instead of fixing the underpaid and undervalued status of your employees you allow your them to slack off and not do their job? Maybe Management should invest some money and training in their employees and maybe this kind of thing wouldn't happen. It's this line of thinking I hate.

While I applaud your calling out the indiscretions that exist in your hotel, I ask myself, what are you doing to better the situation?

Well John I do my job. That's it. No more, no less. And I treat all guest equally. In fact to even further incriminate myself let me say that I treat guests the same way they treat me. It's not my job to better the situation John. I leave that to management. I'm just an Auditor.

If you fail to lead as an example of someone who knows what should be done…

Your right I don't lead. They don't pay me to lead John. As I said I'm just an Auditor. No leading involved with Audit John.

then how can you fault others for not doing what you think they should…..more simply, if you do not do what you know should be done, then why should they do what you think should be done?

At this point you should have reread were you wrote "I find your viewpoint refreshing" because this is just that. I'm not faulting anyone John. Sure I like to take pot shots at these fools that own/manage my hotel. But all this really is John is pot shots. I'm just sharing my opinion with the internet.

It seems to me you are telling someone to quit because management in some form or fashion has offered a job to the public rather then grant it to that individual who has stepped up and filled a void…

And yeah John I'm saying the guy who is acting as the front desk manager should quit. I thought that was pretty clear in what I wrote John. To the best of my knowledge the guy is not getting paid to be front desk manager. He's making the same wage a front desk clerk makes. So yeah excuse me if my advice is to quit. As it looks to me they are playing him like a fool. So yeah quiting to me is still the only right thing for him to do.

…yet you still continue to work for the "bastards". Can you say hypocrite?

I can say hypocrite John. In fact I say it quite a lot. I'll often stand at the front desk and just chant hypocrite when no one is around. It's a job John. Thanks for stopping by and showing to everyone what I say about management is right. You would fit right in here. It's to bad I'm so against revealing locations and brands John because it sounds like your the perfect candidate to fill in the front desk manager position here at my hotel. A clueless corporate shill who just loves playing the part of a yes man. Not that is what the add is calling for, but I do imagine it's something close to that.

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2 Responses to ''Dear John''
Anonymous says:
January 28th, 2005 at 2:55 pm

Ever Heard of the 80/20 Rule Mr Disgruntled?
In lay mans terms 80% of your business is comprised from 20% of your customers. That is why Preferential treatment exists. Its part of this business world called reality son. The people at the top know all about it. The people at the bottom dont have a clue.
The same is said to be true about employees. I think you would agree that 20% at the hotel do 80% of the work.

The value of the Pareto Principle for a manager is that it reminds you to focus on the 20 percent that matters. Of the things you do during your day, only 20 percent really matter. Those 20 percent produce 80 percent of your results. Identify and focus on those things. When the fire drills of the day begin to sap your time, remind yourself of the 20 percent you need to focus on. If something in the schedule has to slip, if something isn’t going to get done, make sure it’s not part of that 20 percent.

There is a management theory floating around at the moment that proposes to interpret Pareto’s Principle in such a way as to produce what is called Superstar Management. The theory’s supporters claim that since 20 percent of your people produce 80 percent of your results you should focus your limited time on managing only that 20 percent, the superstars. The theory is flawed, as we are discussing here because it overlooks the fact that 80 percent of your time should be spent doing what is really important. Helping the good become better is a better use of your time than helping the great become terrific. Apply the Pareto Principle to all you do, but use it wisely.

Turk says:
January 28th, 2005 at 3:41 pm

This makes no sense to me. But hey what do I know? I’m just a dumb night audit clerk and that’s all I will ever be.

I almost mistook this shit for spam. Posting the same text from here in the guestbook thread. It even had the Back to top in the post. It’s to bad that 80% of my visitors are comprised of 20% of assholes. Your a troll. Go away!

Or better yet open your own website up. Then you can profess all of the love in your heart for J. M. Juran and his assumption. Which really makes sense to me that some management asshole takes something from an Italian economist that influenced Mussolini and the development of his particular Italian fascism. Which of course has no relationship to why I often have referred to the hotels management as fascists.

Yeah what do I know?

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