guest-services

“I have a chronic illness but it’s invisible. Disney used to be THE place for people with my problem in getting the guest services pass. I want back for Christmas and while I think they did a BRILLIANT job with trying to please everyone, the CM didn’t want to give me the pass because I didn’t say the right thing. I stood my ground and got it in the end but when I turned away I started crying. I just wish that the change didn’t make it so I had to play a word game to get the pass I needed.”

#1: Tip the housekeeping staff.

Out of all the people working in a hotel, housekeeping staff are possibly the most under-appreciated.

According to the workers I’ve talked to, most people don’t tip housekeeping at all. Online sources say the same thing.

Hotel maids do NOT make very much money. They are often over-worked and asked to take on extra shifts. They have the most physical and the most dangerous job at the hotel, with the most frequent injuries. (Thus having to take on extra shifts when another member of the staff is injured.)

I have not seen ANYONE else as exhausted at the end of their shifts as the maids. It is back-breaking work, sometimes literally.

TIP YOUR MAIDS. Tip them generously. They have to deal with so much shit. They clean your toilets and wash your pubes off the shower floor, they pick up your trash, they wash your dirty sheets, they work in overheated and under-ventilated laundry rooms, and they do it for minimum wage or barely above.

Even a $1 or $2 tip is appreciated, but dammit, if you tip the bellman $2 just for bringing up some luggage, you can tip the maid a little more taking care of pretty much everything else.

I’ve generally tipped housekeeping when I’ve stayed at hotels, but after seeing just how punishing their work really is, I will tip a lot, lot more.

This is pretty much the first thing I learned after starting work here. Tip your maids. Please.

The most important thing to remember when working at the front desk is that Every. Guest. Interaction. MATTERS. Every single one. One conversation can make or break a stay for them. I know most people call them moments of truth and that’s not always right. Truthfully I’m a very smiling and pleasant person, but one poor interaction can make me seem like I’m uninterested and uncaring. That’s not the truth to me. But it is reality.

Always smile, always be kind, always be empathetic.

Or face the consequences.

  • guest:so you're charging me for a night I am not staying at your hotel?
  • me:yes, our policy states that if you cancel within 14 days of the date of arrival you are responsible for 100% of your stay.
  • guest:but that wasn't made clear to me yesterday when I made the reservation.
  • me:the person making your reservation would have confirmed those policy details with you.
  • guest:can I speak to a manager about that?
  • me:yes, its the same person that made your reservation for you yesterday
  • guest:......

Another rant, but….

We had a few teams in house on saturday night, and a full house of mixed leisure/business people. A pipe in the boiler room burst so the fire alarm went off at midnight. Some asshole ripped off the smoke alarm in their room, so it went off again at 2 am, and 4 am. 

I understand sleep is precious. I understand you stay at a hotel to sleep. But this situation was literally out of our control. 

I had almost every guest demand their room comped. I had a 3rd party guest, who already prepaid, voice his concerns. We were handing out starbucks gift cards to people to get coffee. He’s third party, no honors, so i can’t do points OR reduce his rate. I apologize profusely, and hand him the gift cards…… HE THREW THEM IN MY FACE. I shit you not, tossed them like a frisbee, in my goddamned face. I about lost it, i had to leave. I made sure I told my manager what a douche he was.

JUST BECAUSE YOU DIDN’T GET GOOD SLEEP DOESNT MEAN YOU GET TO BE SUCH A DICK! I am a human, i had NOTHING to do with the fire alarm.

And to make matters worse, it went off again this morning at 6am. ugh. Kill me. 

This just happened.

Guest “claims ” her pairs of shoes and clothing are missing that she lost 5 days ago (she only has one each) worth $475 total She openly states she lost a charger that was immediately returned and even shares she just lost her phone at Wal-Mart and it was still there ( I think she loses everything. . )

Then she’s all mad even though I searched high and low on my hands and knees and while I’m gone she openly states to a regular guest checking in that she is stranded in Georgia with no money after her mother’s funeral and begs the guest for money.

That smells of a scam.
I still documented it and took dowm information but that is soooooooo sketchy.

If you can afford so called $400 shoes  then you wouldn’t be stranded.

Grow up people, so called “church going folk “wouldn’t behave in a manner
like this

I am so frustrated.

Everything was going fine at work until I get yelled at for “telling a guest over the phone that that they could come in the store and return a water slide”. As if that wasn’t enough, the customer tells my manager that he spoke to Emily. If he spoke to me, why the fuck do I not remember that, and secondly, I know we can’t return watersides so why would I tell him otherwise. Thank you idiot person for telling a lie, and letting me get my ass chewed out. Thank you for making me second guess myself. Thank you for making my  day end badly.