for hotel and motel workers or anyone in the service industry?

Question

lets talk about the rude guest, you all know who i mean the ones that show up after audit and want extra this and that, well i just had one come in who threatened my job (which i will never lose i'm loved here) and said i will never work again because they had a 6pm hold on their reservation, here's the question if you could talk back to a customer with out worring about what will be done to you what exacttly would you tell them?

Answer 1

OMG...I do know what you mean....I am known here as the one who don't **** from customers & the one who will break their back to keep them satisfied...

We have ALOT of regulars here....people that have been staying with us 15+ yrs.....we have race drivers & people affliated with the college here....& THEY are the worst ones...OMG....they race PORSCHES....& think they HAVE to have it posh here....UGH!...

The other night...a regular came in & told me had no towels in his room....he wanted 3 towels....so I told him I know for a fact there was already 2 towels/2 hand towels/2 washrags in his room....since I went in there not long before he showed up...to turn the heater on...since it the temp had dropped...& I looked around the room to make sure everything was ok....I noticed the towels in there...
He said there was NONE....I told him...I did not appreciate him lying to me....I KNOW they were in there....he said I could go look for myself....& I told him flat out..."Unless a towel thief followed me into that room...Mr. Smith...I KNOW there are towels in there....I can give you an extra one, but there is NO need for 5 towels for a one night stay for ONE person."
He graciously accepted the towel & went back to his room...the following morning....he told my boss that I was an awesome employee & that he needed to kiss my *** to keep from leaving him...LOL..

I have ALOT of stories...but this one just happened the night before last...LOL

Answer 2

Tell them exactly how the job works without sounding stupid or studdering. It's hard to do when they make you so mad. It's all corperate's fault because they just want to make absolute sure that they sell out. 100% occupancy is so much more important than 99.5% even when the hotel makes less money that day. It's all just to make the records look better. I worked at a 2 star hotel and people seemed to expect 5 star service. Oh yeah, the customer is ALWAYS right :( not. Money is the root of all evil. I walked out in the middle of my shift when an "elite" guest didn't have their non-smoking suite available. I made a scene, it was fun.