What is it that makes people take something that is very easy and turn it into something very complicated? I really want to understand the thoughts that go through a persons head when this happens. It baffles me of course. What am I talking about you may ask. And it’s my unfortunate burden to once again bring up the sad state of affairs at the hotel.
A guest comes to check in. The idea is the less time they have to wait at the front desk the better. You want to speed them on their way so they can do whatever it is they are at your hotel to do. That makes sense right? So now lets add some difficulty to this check in scenario. The guest comes in and they have a rate they are not supposed to have. Now should you speed them on their way and worry about it after they are away from the front desk? Or should you be a complete pain in the ass and make those guests stand at the desk for far longer than they should while you go into the back office a number of times asking questions that are none of your fucking business?
Because lets be honest those guests should be given the benefit of the doubt. Guests should be innocent until proven guilty. At least thats the way I see it. Check them in and then find out if there is any foul play going on. Only a front desk clerk that wants to be a prick makes a guest wait. There is no other reason for this behavior. The idea is that we are here for the guest right? Or has that changed and I didn’t get the fucking memo?
This happened today. And it pisses me off. It pisses me off for a number of reasons. The desk clerk should never make a guest wait. It’s bad business. The desk clerk should not nose around in something that has nothing to do with them. These guests didn’t do anything to deserve that kind of treatment. It should not matter if they may or may not be friends of mine. Every guest should be treated the same. And I’ll be damned if I’m going to have some desk clerk questioning what I do.
Just so we are all on the same page here. I made a reservation for some really really old friends who came to town. I gave them a really really good rate. A rate that a memo that just came out says no one is to give. The reservation was made before that memo. When I read that memo I asked the Second in Command about it. I was told there was nothing to worry about. So these friends of mine get here and the person that checks them in gives them a song and dance about having to check on something.
My friends were made to wait while this front desk clerk double checked whatever the fuck it was they felt they had to double check. If there was a problem with the rate it would have been changed. The Second in Command didn’t seem to have a problem with the rate so I don’t see why a front desk clerk needs to question whatever it was that they felt they had to question to make guests of our hotel wait to check in.
Shall I from now on inform the lowly front desk staff on everything I do? Because the last time I checked the Auditor out ranks the front desk clerk. It’s a sad shape the front desk is in. I feel sorry for the person that they do dupe into becoming the front desk manager. It’s going to be a tough job getting this bunch whipped into shape. And once more I want to state that front desk clerks that do this shit are in big fucking trouble if by some fucking huge miracle I become the boss. I’ll fire the whole fucking lot of you for pulling this kind of bullshit. And I don’t give a shit what your fucking excuse is. Your lucky I’m not in charge I can tell you that.
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