So I work in a hotel right? And I like to bitch about the management right? Well this post is me bitching about the hotel, but it’s not about management (to a certain degree it is). No this post is about Multi-Systems, Inc and their product WinPM. Now WinPM is what they call a Property Management System. This is a program that handles every aspect of a hotels daily business.

Now I wrote about these guys way back in July of 2003 and it was a cheerful happy post about how great the system was. Now here I am sitting waiting for their tech support (and I use that term very loosely) to call me back. I’ve been having some problems tonight and with all the sitting on hold I figured this would be a good thing to write about.

Here’s a recap of where I am with them right now. I called earlier about their system being bogged down. So I call and get through to someone. I tell the lady on the other end of the phone my problem. Lag bitch! And then a guy comes in and wants a room. Now I had asked her to restart the server for me. I put her on hold and go about the timely process of checking this one guy in. Something that should take 30 seconds took 5 minutes. And while this chick was on hold she decided to reboot the server right then and there. She didn’t call back to ask if that was a good time to do it. But no biggie. For a little while it seemed like that fixed my problem.

But then I get to doing the end of day stuff in this WinPM and hit a roadblock. The whole thing froze. And I waited a good 20 minutes to call tech support. And heres what happened next. I ended up on hold for 55 goddamn minutes. I called on a second line and got an answer in 3 minutes. Which is just a really fucking great way to run a tech support call in place I imagine. While on hold I memorized the stupid recording that plays in two minute intervals:

All of our technicians are currently assisting customers with the same high level of service that you will soon be receiving. We apologize for any inconvenience. Your call is important to us. Thank you for your patience while holding.

And when the stupid recording wasn’t playing they had the radio station KYOT 95.5 playing in the background. Smooth Jazz! Now I’m just about ready to go fucking insane. It’s really sick and twisted to play Smooth Jazz while someone is suffering on hold. It got to the point that I began day dreaming about how I could go back in time just like John Connor to help kill the installers of this fucking stupid system. It’s a silly notion I admit. But that’s what I was thinking with the Smooth Jazz and that recored message playing for 55 fucking minutes! I’m sure in my sick and twisted Smooth Jazz inflected mind these fucks at MSI are the equivalent to the guys at Cyberdyne Systems Corporation who probably setup Skynet.

Since I don’t have access to a time machine I sit here waiting for them to call me back. And I go on waiting because I know that soon I will be receiving a high level of service. Because I know that I am important to them. God I wish I had a time machine!

So you got your W-2? I don’t know about the rest of you but I was pretty happy to receive mine. I filed online as soon as I got home from the bank. But here’s the thing. take a look at your W-2. See the Employer ID number in box b? Now take a look at the Employer ID number in box 15. Notice the difference? In b it starts 10 and in 15 it is 01. For everyones benefit let me tell you that as long as you use the Employer ID number found at number 15 you will be fine.

Now that all said and done this latest fiasco makes me wonder just what that place can’t fuck up? One already has to copy their time card to make sure your paycheck is right. Of course that is if you didn’t sign up for direct deposit. Did you know that last payday direct deposit people didn’t get their money on payday? A number of people also feel that their federal tax amount is wrong as well. So it goes back to my question of what this place can’t fuck up?

So you got to look at what they have fucked up and just figure out all the things left they have yet to fuck up. Lets start with the easy one. I know (if they haven’t yet) that these people in charge could definitely fuck up a wet dream. That was an easy one. So what else is there? And this would a great time for some comments from you hotel employees (and anyone else that wants to take cheap shots at my bosses). So hit the comments link above and speak your mind!

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.

So the hotel is continuing it’s downward spiral. I’ve been hearing a lot of disturbing things from other employees and it amazes me that the place has lasted as long as it has under these current owners/management and I use those terms very loosely.

First up is some new policies the hotel has put in effect. It’s pretty simple. If you work for So & So Corporation you are a better person than any other guest that stay at the hotel. Plain and simple. If you don’t work for So & So Corporation your scum of the earth. We treat So & So Corporation like they are special people. We go out of our way to make their stay at the hotel an enjoyable one.

This is how we treat So & So Corporation employees. First you get to stay in our special wing. The only thing that makes it special is the fact it is in better condition than the rest of the rooms in the hotel. Secondly we offer employees of So & So Corporation access to a special business center that has computers and free internet. Not available to you family types that stay I’m sorry to say. Your not good enough. Thirdly when the employees of So & So Corporation stay in the hotel we have security on staff during the third shift. And again it’s only when So & So Corporation is in the hotel.

I find this disturbing on a number of levels. To me the purpose of a hotel (or any other business that deals with people) is to make sure everyone has an enjoyable stay. But this clearly is not the case here. We treat these fucks from So & So Corporation with special attention that the average guest does not see. And in my mind that is wrong. But what can you do?

Now the other bit of info I’ve heard is that soon an ad will be appearing in the local paper for the position of front desk manager. Now I hate to adopt this kind of I told you so manner but it does seem that is the way it is.

You (and you know who you are) have done a great job doing something that you have not received pay or a title for doing. So you should not feel bad in that respect. But this recent turn of events leaves you with no option (in my mind) than to quit. And I’m not talking a two weeks notice kind of quiting. No I mean the hey sorry I can’t come in you rat bastards I quit kind of quiting. You can find another job doing less work and for the same (or more) pay elsewhere.

Don’t let these fucks step on you like this man. Your better than that damn it. Burn the bridges. It’s the only thing one should do in this situation. And call and quit on a morning I work just to really give them some shit to deal with. But I see no other option for you. Fuck them and burn those god damn bridges.

I find these kinds of things funny. The hotel’s anti virus license has expired. The place is cutting back anything they can to save a buck. For example as of today when someone checks out only one copy of the bill will be printed. Usually you need two copies. One the guest signs that the hotel keeps and one you give to the guest. So now the front desk has to add to the time it takes to get a guest out of the hotel when they check out. Granted it’s not a huge amount of time involved in printing an extra copy of a bill. But when a line of people are in front of you every second helps. So with all of this cheap ass tactics I wonder how the hotel will fix this problem?

And yeah I won’t be surprised if they try to do something illegal. Like install a freebie program like AVG. Some of the software on the work computers are not exactly legit so I wouldn’t put it past them. The place continues it’s downward spiral at this rate I won’t be surprised if some major changes will happen.

Also the hotel management are in the process of doing reviews on their employees. I’m of course interested in this because of the very slim chance I’ll get a raise. Of course I’ve yet to receive any review of any kind in a number of years. So you understand when I say I’m not holding my breath.

Also a few days after Christmas the very generous hotel owner gave all of his employees a 10 buck gift card for Walmart. And after all it’s not the timing of the gift, it’s the amount on the card right? And I’m sure everyone remembers the colossal cluster fuck it was the last time these cheap fucks gave the hotel employees a present like this? Hopefully this Walmart gift card will be easier to use than that Visa gift card they gave us that year.

I’m sitting here at work freezing my nuts off while I type this. This hotel has just about hit rock bottom. It’s a shithole of the highest caliber. I’m thinking about calling the Department of Health and narc these fucks out. I’m sick of it. They want me to smoke outside? Fuck them. I freeze my ass off good enough inside thank you very much. While this “assistant general manager” continues to smoke like a goddamn chimney in his office. Someone explain to me how this is fair?

Management is nonexistent at the hotel. They are as clueless as they come. Morale is at the lowest I have ever seen it. Everyone bitches to me about everything. Not once have I heard anyone say something good about the workplace. Which just goes to show just how little these “managers” really care about their employees. These managers even like to try to bully the peons whenever they can. For example one front desk clerk told me about how the general manager told him that we do not get breaks and that they did not have to give us breaks. This gm went to tell him that the hotel industry is special and that it doesn’t have to follow the law. What law you ask? This law:

(820 ILCS 140/3) (from Ch. 48, par. 8c)
Sec. 3. Every employer shall permit its employees who are to work for 7 1/2 continuous hours or longer, except those specified in this Section, at least 20 minutes for a meal period beginning no later than 5 hours after the start of the work period.

Now I’m not sure where this gm gets his info. But I’m assuming this law even applies to poor hotel employees. So the question is what can the poor employee do about it? It’s quite simple. Narc on them. I’m going to fill out this form (you need Adobe Reader to view and print this) and send one in every day I work. And I suggest everyone else do so as well. The address is on the form. Or you can call the Illinois Department of Labor at (312) 793-2804 to get the form sent to you. You have rights people. Stand up for them. Just remember that knowing is half the battle!

Now you will have to excuse me as it is time for me to smoke a cigarette in the back office here while I blow my smoke on that stupid memo.

It’s that time again when the bosses decide it’s against the rules to smoke in the front desk area. Which everytime this comes up I find it funny for a number of reasons. First off to my knowledge it has always been a no no to smoke at the front desk area. Secondly this whole issue of not smoking in the building is all bullshit. It’s against the rules for me to smoke in the building. Yet it’s ok for the “assistant general manager” to smoke in his office and any where else he chooses? Here is the memo bellow:

To: Front Desk
From: <Name Removed>

Per the Ninja Management Company we are no longer allowed to smoke at anytime in the Front Office area. From here on the designated area for people to smoke will be outside door #3 when there is someone available to watch the Front Desk. There should be NO employees outside of the Front Desk and/or on the benches out front smoking anymore. For Audit you will be allowed to step outside the front doors as long as the desk is in view and only when there are NO guests around. These changes will take affect immediately. If there are any questions please ask.

The rules should apply to everyone. At least that’s how I feel about it. And of course this is not the way it is. Just for reference check out these following articles (1, 2, 3, 4, 5) to see how the rules apply to everyone.