The Upgrade Issue
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- เผยแพร่เมื่อ 7 ต.ค. 2023
- Lots of lessons were learned that day...
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Loved this one. So smart to put in the notes that the manager had told her to do it.
I would have gone a step further and asked for it in writing, but it still worked out.
@@HariSeldon913that’s a really good idea. But do you mean to have the guest put it in writing that they’ll move; or the manager that they approved it? I suppose both would be best, but I imagine the guest wouldn’t move regardless.
@@swearimnotarobot3746 I meant the approving manager. While I like the idea of getting the guest to sign it, they would probably need a legal document for it to carry any weight.
That's Customer Service 101. Always.Cover.Your.A**. Notate.Notate.Notate. I used to write about a book's worth of notes on accounts because customers' will lie 🤥 lie to try to get something for free or just to get you in trouble. 😏
I always note any transaction that is out of the norm. We require a cash deposit for a few reasons. I write the amount collected, time I received it and my and my name. We have had guests ask for their deposit back. If we don’t have an envelope with their name and room number with the amount written on the outside of the envelope in the drawer we have a really hard time providing proof either way. I had a guest ask for his deposit back but he changed rooms after he checked in fortunately I had documented that I received the deposit so the front desk knew for sure it was there so he got his deposit and all was well.
Jessica should have gotten the approval from the manager in writing. It's rare that the general manager will take the worker's word over the manager's, even with the notes.
that's what I thought. like you're not getting it in writing. then again she does do skits based off things that have happened to her or others. still it's rare and she should have got it writing.
In this sort of situation, everything should be in writing: the manager’s approval AND the guest’s agreement to vacate!
@@K-popstanLuver I’m reminded of an HR video I saw, where they recommend following up any verbal meeting with an email recapping the things said in the meeting, so there’s a written record and it’s harder to deny later.
“[Manager], As you directed, I told Mrs. Clark that she could have the suite for the first two nights. I explained to her multiple times that she would have to move after the second night, because we do not have an available suite for the rest of the stay. I wanted you to be aware that she did give indications that she is entitled to suite upgrades. I have concerns that she will not vacate the suite as she has agreed.”
Or something like that. Manager claims the front desk clerk made it up? Forward the email to the GM.
@@MaidMirawyn with signatures from all parties (the guest, the manager, and the hotel.... clerk?[not for sure what the proper term is]) would have made it the best scenario
@@MaidMirawyn LoeWhaley has put up a number of videos with recommendations like this on her channel. In cases like this I'd prefer to get a written order on the spot because I don't trust the manager to not write a reply denying what she said after the guest is checked into the suite.
It was smart of her to put it in the comments but I'm surprised the manager didn't say that she didn't say that and that Jessica was lying in the comments. That's what these types of managers would do. Who I feel sorry for in this is the guest who's going to come in and not have the suite they had booked. Also, as Jessica, in real life works these jobs, I know this isn't a fake story in this sort of thing has happened. I find it pitiful that a corporation would allow even an elite status guests to pull this stunt without calling security. After all the person that they're bumping down from the sweet might turn out to be even more important than the person who thinks she is. And they'll probably be telling everyone they know not to stay there
Corporations don't care anything besides (1) guest satisfaction and (2) rewards. Fuck the hotel, the hotel staff, and everything in between. We had a guest pull some shit, run to corporate, get rewards from corporate, and then corporate billed us for the reward points. Fuck that noise. If you want to give the guest some satisfaction, dip out of your own pocket corporate.
That's why I posted to get it in writing. If they're not pushovers, the downgraded guests should get their room free.
Always talk to your manager and, if you can, always make a note "manager approved xxxxxx" to cover your ass
Always get the manager to notate the account themselves for this exact reason. "Sure, I'll get that done. Can you please note the account stating you approved this since it's normally against policy?"
@@quinton1661 "but I'm busy" - The manager (that's ALWAYS busy) doing paperwork in the office
The temporary upgrade should never have been approved. I am so happy that the manager has to deal with the problem they caused.
Ohhhhh please say there's a part 2 where the guest finally leaves!!
@@lindaackerman4412the guest isn’t going to leave you know that! She’s a super mega elite Karen type!
feel bad for the person that booked that room though
As soon as the area manager leaves, the manager will be telling the check in staff to do it.
@@PsychGirlRaven That's when you tell her she's no longer welcome at this hotel and give her an hour to leave. A minute longer and the cops are called
My family has been the down graded guest before. In one instance, my father asked for free access to the concierge’s lounge and a discount on our room and the hotel made the accommodations.
In another instance, the hotel was completely out of rooms big enough for our family and we left. The hotel said that they had an open suite on the following day and to come back tomorrow. My parents were livid. We drove clear across San Francisco looking for any place to stay. We checked 4 other hotels but couldn’t find anything. We finally found this small hotel near the station and a few blocks from the wharf. It turned out to be an even better location than where we originally were going to stay. They even offered an all day buffet for guests.
Typically when the second instance happened at my hotel, we'd call around ahead of time to see what was available and hopefully it wouldn't be sold when the guest arrives.
Wow and all day buffet that’s super nice
@@SheWhoWalksSilently It was shortly after 9/11 and hotels were really hurting. They were trying everything to try to get people back to stay.
Everyone was afraid of staying in a building over a few stories tall. There was parents from my school that were afraid that our tiny elementary school would be a target for another hijacked plane. Even that young, I knew that we weren’t that important when LA was close by.
30 years ago when I was a hotel manager in the U.S. if you had a guest with a guaranteed reservation who you could not accommodate, you had to pay for them to stay that night in a comparable accommodation. We were also obliged to pay for a long-distance phone call so the guest could inform someone of their change in itinerary (pre cell phone days) and provide transportation to the new property. You hoped that the guest would return for their remaining stay, but it was quite possible that you would lose their business. It depended on how you handled the situation. This was known as "walking" a guest. I had to do it several times and have been the recipient of being walked myself.
If you have that problem again, you could always ask Gryshka in Orgrimmar for an upgrade 😜
As a manager, it was definitely inappropriate to not back her staff. It makes them all look ignorant.
As a former customer-facing employee, I can confirm that every time I had to ask my manager about making an exception to the rules for an upset member, having already insisted that it wasn't something we could do, my manager would tell me to do whatever the member wanted to make them happy *every time* and basically every time I would get a comment about not knowing how to do my job. I know how to do my job! Management just thinks they're more important than the rules!
Begging for part 2 where Karen gets kicked out of her room once she comes out thinking it's "safe" now.
You can't do that. In some states it is even Illegal.
@knighthawk3749 just change the key card codes so her keys no longer work on the room
Can't do that either (change their lock key) . They need to give their CONSENT to move otherwise they can sue the hotel.
@@Magami31 Exactly. A small, individually owned, crappy motel might do it anyway. However, big hotel chains, even if franchised, know better than get involved in a law suit, get bad publicity, and get slapped down by corporate.
@@Magami31 Easy response: she's already past the point where she needs to move. Can't help that at this point. So she no longer needs to be moved. She just needs to be informed that she WILL be charged the upgraded price based on her previous agreement. And that she has been disqualified from any and all FUTURE free upgrades for failing to adhere to their agreement.
#1 Rule for any service personel: If an extraordinary wish/demand gets approved by management AND you have doubts about it, always leave a note/comment about this. For you it is more important to keep your job, then a superb relationship with mangegement. Works in call centers and appearently hotels too ^-^
I agree ... but get it in writing! Tell the manager your simply uncomfortable doing something that's clearly against policy without them PHYSICALLY signing off on it. If they are confident in their decision they should have NO PROBLEM ! It's your job or thers🤷
I always document stuff at work As/p SL(Shiftlead) *insert name* with the teams chat as evidence
I simply refuse to do that sort of thing on my account. If management wants it done, they have to log on and do it with their account. They're usually super annoyed and a former manager even threatened me with a write up, but the reservation log clearly shows who did what on that reservation and in the end that user gets the blame. I own up to my crap, so management can own up to theirs.
How about having the guest sign something that I dictates their agreement to the terms as well as their promise to vacate if no suites become available...?
I stayed in a hotel that did this once. Rather than downgrade me when I arrived, they upgraded me to a better room at no additional charge. The next class of room wasn't available, nor was the next size suite wasn't available, nor was the one above that.
We really enjoyed getting that Jr. Presidential Suite with a view of NYC from the 19th floor when I had booked a regular room.
I really hope there is a part 2 to this. I can't wait to see the conversation between the hotel manager and the down graded guest!
It would be hilarious if it turns out the downgraded guest is someone the entitled guest was supposed to have an important business meeting with, and at some point they both figure that out
Yes yes part 2 big kah huna gets pesent room
Or the downgrade guest are more VVIP than the previous guest. That manager will be sweating bullets lol.
SAME. I wanna see that downgraded guest tear into the manager
@@scottzalduondo1471 The manager is just going to blame an unidentified guest by explaining that the person who had the suite booked last night refused to check out and that they legally can't move her belongings out of the room without consent. Yes, the guest will still be angry, but the guest will never know the truth of why the room isn't available.
Should've gotten the guest to sign something on hotel stationary saying that they understood that they would have to move out of the room if no one canceled a suite.
Co-signed by the manager who authorized it.
I was thinking the same thing with a scanned copy attached to the info about the reservation if possible
Unless you're able to do it handwritten, you don't have the time to type any thing up like that. Just audio record the manager telling you to do this (of course you should inform them that you are recording this so you don't "miss anything")
Wouldn't really change anything. If she's such a premium guest, they'd still be unlikely to just kick her out even if they can prove she knew (I'm guessing there's like, cameras on the front desk that would have taped the conversation, so it's unlikely they had no evidence. It's just be a lot of messing about, and the hotel likely won't do anything to ban a premium guest)
Yes, and no upgrade until the customer signs
So my best friend works in the hotel industry and I’ve started sending her these skits 😂 she says she’s never related so much to a TikTok before 😂😂😂
This is why, after having the manager approve it, you request they do it. Most systems would require a login to make changes like that, and then the manager will have to use theirs. Meaning the changes get checked to see who did it, it will be visible it was the Manager.
That's how my system works, so I definitely would have insisted the manager do it with their log in.
Not only would I recommend the manager deal with it, I'd also recommend charging the "super elite member" an upgrade fee. I'm so glad I work at a private resort now instead of one of these chains with management companies where 2 different corporate hqs dictates every little thing and contradict each other. But we also get commission for pretty much everything from upgrade charges to late co/early check ins and it's amazing xD
Absolutely. Maybe you still comp the first couple nights but the rest of it, charge.
Ugh I didn't even think about management companies-for some reason I didn't realize that's a thing.
Now I understand all those job posting bragging that they "promote from within"
How prevalent are management companies? I'd have to imagine they're more pain than it's worth usually.
The fair thing would be to charge her the upgrade fee for every night she stays after the agreed upon move out time. There should also be a costly fine and a kibosh on upgrades for an extended period of time - say, a year.
If they’d put that in writing and she’d signed it, they’d have some muscle behind the situation. As it is, they have to let it go because there’s zero in writing and zero consequence previously stated.
As a larger family, we typically have to reserve a suite to accommodate our family size (per hotel requirements). We went to check in, out of state (over an 8 hour drive from home) and were told that we were being downgraded for a very similar reason. However, they didn’t have two rooms available so “some of our party would need to find alternative arrangements”. Excuse me? I definitely got a little heated because it was around 7:30pm and the day of check in, busy season for the area, and we had no room even though I set it up months in advance. Talk about frustrating.
Ended up getting it resolved because their room didn’t have the max capacity and ours did, so we got an extra “bed”. Bet your dollar we didn’t pay for that, either. Paid the discounted and lower room rate, but got a good discount.
We had a similar issue before. After that, my husband decided we would be RV people. We always know we will have enough beds for our 4 kids.
Of course, this option is not for everyone, and it's more difficult than dealing with a hotel sometimes (especially when parking), but we found it to be worth it for other reasons.
The people who don’t keep their word in special situations are why the rest of us can’t have nice things 🙄
Yep, 100%
I know, right? The fidelity upgrade states that it's done according to availability. If the hotel staff had done me the favour of giving me the suite for two nights, I would have been packing out quick and fast and telling reception before breakfast, so room service could clean the room for the paying guests. You're not entitled to favours, you should be grateful for them.
I've orchestrated some crazy room changes partway through stays. The key is you always have to end in the nicest room so a guest is motivated to make the change. If they don't want to move to the nicer room, you always have a good place for the guest who was supposed to occupy the room they are now refusing to vacate.
These should be used as training videos. I've worked in five hotels across seven years and I've yet to see an actual training video that's this helpful.
Fr. One of my managers even complained about how boring and useless his training videos he had to watch that day were. If the manager thinks it’s useless, then that’s for sure a bad sign.
Absolutely perfect ending!
I've been an on-site general manager (I lived there in a suite attached to the front office) at a hotel and had the assistant manager pull this kind of thing once. Luckily, the gentleman and his wife who were downgraded were absolutely thrilled with the downgraded room as, due to the inconvenience to them, I threw in extra dining credit, two drinks each at our bar and volunteered my our assistant manager to be their personal chauffeur (in the company vehicle, of course) during their stay which was only a three day weekend. Since the assistant manager's only recourse was to talk to the owner directly and admit to his mistake, he gladly drove them to the movies one evening and took them to the local club the next without complaint. Their stay was very comfortable and they returned several times after that.
I can relate to this. When I worked in Orlando, we had a GM that would overbook up to 60 rooms just so he could show 100%. The Night Auditors got stuck with informing guests with guaranteed reservations that we were full. The Night Auditors being use to that would find the most expensive rooms around to walk the guests.
I don't understand the last sentence. What expensive rooms would the guests walk to?
Obviously I'm not in the hotel industry.
@@brentmartin6833 An expensive room at a different nearby hotel. If they guaranteed you a room for the night and then oversold they'll call around to other hopefully comparable hotels nearby and pay for your room there instead. In this case sounds like the night crew intentionally looked for more expensive rooms nearby so the manager who kept overselling would get to explain to his bosses why the hotel spent so much money paying for guests to stay at other hotels.
@eskvar
Ok, that makes perfect sense. If the manager causes aggravation, then it will cost them.
Did he ever get in trouble for doing this? Did the extra expenses come back to bite him in the ass?
@@eskvar thank you for explaining.
That's some petty revenge that actually benefits others, and I think I approve.
could we see the conversation with the guest who gets downgraded? i'm so curious to see how that could work out. thank you so much for your entertaining content. it's delightful.
They get it for free I guess or some other kind of accomodations.
I have been that guest and it isnt pretty but they do give it for free plus extra perks.
"I'm terribly sorry, due to a maintenance issue the suite you booked is not available."
"Oh man, that stinks."
"Of course please allow us to make this first night complimentary. We expect a suite to become available tomorrow. We are so sorry for the inconvenience."
"Well, not having to pay for a night certainly takes off the sting. Okay kids, it looks like we're spending a night sleeping toes to face and tomorrow you get your own beds."
@@labgma1553 oh, thank you. i didn't know that.
@@fachriranu1041 thank you for your answer! :)
Love this. I come from a museum, and I hate it when I’ve pointed out to my manager that we are oversold but they just approve it anyways only then to have our visitors complain that their experience was not worth the money they paid because they were unable to see anything as their group was too crowded in a small space and they couldn’t hear because the group was too large.
When this happened at a hotel I worked in, the GM had us charge the guest the rate for the suite instead of charging the standard room rate. We left the message, and he showed up to argue about the rate increase. That got him moved. 😅
I've never worked in a hotel, just in call centers, but its absolutely the worst when you stick to company policy and the manager they asked for undermines that. It reinforces the idea in these people that asking for a manager gets them what they want.
I love that the GM always has the super bold lipstick.
Also this is why as a customer/client/guest I hate when I ask the staff to check with something with the manager and they ALWAYS say “I mean I can but they’re just gonna tell you the exact same thing I told you now” but like …. Very very rarely is that actually the case. Typically the manager IS able to make some kind accommodation for the issue.
You’re shooting your self in the foot when you tell guests that management is just gonna say the same thing and then they don’t cause you’re reinforcing to guests that they should always ask for the manager anyway.
Yep, not a hotel but when I worked at a pool I only said that when I was damn sure it was what my boss would say. Like when a patron asked for my supervisor when I told them they needed to get out of the pool because the fire alarm was going off and we needed to leave the building. Or that we couldn't just leave them in the pool when it closed because "but I promise I'm a good swimmer".
Not just hotels, highly likely everywhere;
Years ago:
Me: This is the policy.
My boss after they go over his head and get an approval:
It's because they're "special" just this one time.... although around here it seems like everyone is "special".
(Paraphrasing boss because I forgot exactly how he put it)
Or another job; the phones would ring from desk to desk when someone was trying to get a yes from anyone in my department. Some people were smart and just went to the Director first. 😅
I always liked it when we could tell them *No* and it couldn't be overturned by any manager no matter how high.... Sorry can't do that (whatever it was), oh no it's not *our* policy. It's the IRS's. 😇
As a manager I try to always back my employees. Not to mention, I believe that if you accommodate shitty people and let them get away with bad behavior, you foster a culture of shitty customers, and you'll be overrun. And despite what corporate thinks, they're bad for business.
@@ashe767 yep, bowing to shitty customers just teaches them that being shitty gets them what they want. Especially when you are giving them stuff for free.
I’m just surprised that the GM shows up this often in her skits. I’ve only seen my GM 3 times in the 6 months I’ve worked at my job. I usually see the main 3 FD managers and the director of rooms (guy below the GM at my workplace).
The manager really should've known better, there are rules for a reason
The managers _never_ know better
I don’t think it was technically a rule, I think the receptionist made it up because she knew what would happen. It should have been a rule.
@@alexandraphelps4020agreed
@@alexandraphelps4020it might be the hotel rule, but not a corporate rule.
I definitely want to see a part 2 to this one. I work for a hotel and I hate when a guest says I'm a Diamond member (our highest) and I want an upgrade. They think they are entitled to it. I love when I can tell them no we don't have it available. Working at a hotel has made me hate people like this even more.
Ohhh this is aggravating... I would have insisted that the manager come out and explain it to the guest at check-in... i only ever had one manager who was genuinely afraid of guests and wouldn't come out to explain something or deal with an issue.
When I was a manager, I would deal with things like this personally. It's not the staffs responsibility to enforce an exception made by a manager and the fact that manager was trying to dodge responsibility is even more annoying.
Yikes!
I had situations in a hotel when I worked front desk that were management/owner decisions that drove me up the frikkin wall. Had nights when we were fully booked except suites (they were WAY over priced for our location and were almost never booked) that a guest would have an issue in their room that we couldn't fix and the hotel owner refused to let me move them to a suite unless they paid the difference. I was like, excuse me sir? Their toilet literally isn't working and there's literally nowhere else to move them..? He was so money grubbing that he said he refused to "take the loss" of the difference in price. Nevermind that they would wind up leaving, getting a refund and reaming us online. Shortsighted management is the worst. Honestly surprised I stayed there as long as I did. He had no concept of customer service. Tied my hands on any way I could compensate for real issues that were our fault. He also broke all KINDS of franchise standards like living on the premises, not using the biodegradable plates that were required instead of the cheaper styrofoam, fudging temps for breakfast service, having a PLASTIC industrial sink for washing dishes... I could go on. I hated working there after they took over, it was so damn stressful and I finally go to the point that I couldn't stand it. Final straw was when he told the manager to tell me I needed "retraining" because I work for HIM not the customers when I tried to provide good customer service and argued with him that he was breaking franchise standards and our reviews were going through the floor. I walked out that night as soon as he came in to take the night audit shift, which he was in the habit of sleeping through in the back room even though we were required by franchise standards to have someone awake and available 24-7. Got in my car and texted him that I wasn't coming back. I was uncomfortable with the level of dishonesty he was making me complicit in and I couldn't do it any more.
For context, I worked there over a year before he took over, and when he did 75% of the staff walked. I was a management trainee after that working 60-70 hour workweeks and had a nervous breakdown before we were able to be fully staffed. I had quit (with proper notice) and would up coming back as a rehire a year or so later. The manager that he told to tell me I needed "retraining" had been there less time than me and had no idea how things were supposed to be, since they weren't properly trained because he had no intention of following franchise standards. I knew that hotel inside and out and had worked my ASS off trying to keep it going with 2 front desk agents (one of which was me), 1 maintenance worker and 2 housekeepers. It was a nightmare.
@@BoraNabiCeleste for the safety of us all, you should NAME NAMES so that none of us end up staying there. The rule violations you describe are downright dangerous.
@@BoraNabiCeleste You need to report his ass. That's flat out dangerous and unsafe. Forget franchise standards, that's national health and safety standards. Name him, AT LEAST to OSHA, and your local regulatory body.
Now we need a part 2 when the downgraded guest ends up being a higher ranking rewards member…
This is exactly why back when I worked CS, whenever a manager ever asked/told me to do something that was against established policies I would make them take over the customer interaction and have them do it themselves. It saved my butt countless times when the poop inevitably hit the air circulation device.
This is one Hell of a Way to VENT out your frustrations, love your series and your smile, lovely sparkling eyes. The Customer is very rarely right, they think they are if they are badly managed. This is an example of management failure at ALL Levels, especially Corporate.
People often think "the customer is always right" because they leave off part of the quote.
The customer is always right *in matters of taste* not about everything.
I love it when the feeding into the entitlement by the manager comes back to bite them...😂
Would love the Part 2!
Cliffhanger!!! I'm invested now!!
Also, the downgraded guest should be compensated out of the manager's own expense (the one that approved the request, not the other one) and the Karen should lose her 'status' for refusing to remove from the room when she was told it was reserved by someone else.
Also think she should compensate that guest as well. But i dont think theres any laws or policy that would allow that.
The Karen should absolutely be charged for the suite for the extra days she refused to leave.
@@Andrew-it7fb yes!!!! I fully agree!!!
If I was the downgraded guest, I would definitely want some compensation for my downgrade in addition to the refund for the rate difference. And I totally agree Karen should be charged.
That’s what I thought would happen. They’d get hotel credit or a restaurant voucher or massage voucher or something.
Actually, hard no. An employee should not be held financially liable for mistakes they make on the job.
The manager SHOULD get fired or get a written warning at least for trying to blame it on the other employee. That's not a mistake, that's actual wrongdoing.
Typical, unfortunate ending. But if either the manager or the GM had a spine, it would have been fine - we'll call the cops on her and evict her and refund her for the rest of the stay. If she wants to go running to corporate, they can go suck the customer's ass because she's on the DNR list and no longer welcome here.
I approve this message. It's exactly what we'd do at the hotel I work at.
But nowadays, even if you’re right, optically it can still look wrong. Especially if she gets dragged out, and a video or someone posts on TikTok, it still looks like “guest dragged on the floor out by hotel X”
@@shinichigojir12oh well! That's on them!
Wow. It actually happened to me. I was upgraded but then changed rooms. No problem at all. I didn't even think that I could NOT move. What's wrong with people.
Same for me. I didn't even think that not moving is an option.
Well, that was a classic example of a manager throwing the underling under the bus! My dear old dad, who worked in HR in the Air Force, always told me, as i worked as an Admin Assistant, CYB (cover your butt). Make notes, copy & print emails, & keep a personal file, not in your desk!
I was at a hotel once and had to extend my stay, but my room size was sold out. I bought an upgraded room (paid the higher price) and had them hand it to someone as a free upgrade. Just so that, I didn't have to pack everything back up to move. 😅
It’s always so curious to me how so many managers seem to think that title means LESS responsibility, like….no ma’am this is literally why you get paid like three times what I do lmao
Great job Bravo. I love the way the outfits, makeup and jewelry change with the right look for each level of worker, customer and management.
Not to mention the personality changes 😂
Good for you defending yourself! I’m surprised the General Manager backed you up!
Part 2 where the guests come in and are expecting a suite but Karen is still in there!
Need a Part 2!!!
(Also do 3rd party website book the room suites? If so they'd totally be the ones to get booted 😂😂)
Thankfully, individual hotels can dictate what room types are available on 3rd party sites. My hotel does not list any of our suites on them
The biggest "I told you so!" Moment😂
Be careful, some of those middle manager are first class weasels where it is all about THEIR survival..
This makes me feel more than lucky to have a front desk manager who will back me and sometimes cop to a little “blame” from guests even if I’m the one who made the mistake❤ in every job I’ve ever had I’ve only had 2 bosses I appreciated so much and he’s one,
we need a part 2 with the poor downgraded guest. Thankfully I never had to deal with that, but I did deal with a snowed-in airport sending stranded travelers to the cough "hotel and conference" center I temped at. I had to tell all these poor unfortunate souls that while yes we ARE a "hotel and conference" center we are more of an employee training center hotel so we don't have some of the more cough "traditional amenities" such as ummm err TVs in the rooms. needless to say the travelers were not the only ones crying that night. Thank goodness we all got pulled by the end of the week cause one of the managers said and I do quote "well aren't you a stupid little (n word)" to one of my coworkers and I was like "nope no nuhh uhh you,me we are going home now i am calling our boss we are done buh bye". Our boss pulled our temp contract with that company.
The way the comment was written made me want to rip my eyes out
Yep. Happens all the time! Also should put this issue in the guests notes as well so you can be like “ well you didnt move last time, so no!”
I definitely need a part 2 to this one!!
I am Ambassador level with Marriott and they do USUALLY upgrade me but it clearly states when booking “upgrade when available”! I hate entitled people!!
😂 I think she'll be thinking twice before approving of something like that again 😂
If she did it in the first place she will definitely be doing it again
I learn so much from you. Putting something like that in the notes is SO smart!
Always get these type of decisions in writing! That way you have a record of it and you don’t wind up in a he-said-she-said situation!
Thanks! Love your skits and info!
I'm on my day off and yet my blood is burning from how accurate this is. Keep it up, your vids are great! :D
I'm so thankful for your content. My first job was as a hotel housekeeper, then i was promoted to front desk and just in case i ever get the bright idea to ever go back into hotel hospitality, these videos are exactly the reminder i need to never do it 🤣
Always get receipts! Jessica got lucky that her GM believed her, but it might not always be the case. Remember, an approval not in writing may only be as good as no approval at all.
Companies do this all the time. They make a lot of people mad to keep someone that will never be happy, happy.
I once booked a room for a night even though my flight didn't land until 6am. I didn't want to wait for 3PM check in. I told them I was doing this when I booked it. It was hotel policy if you didn't check in by midnight you were counted as a no show. I got to the hotel, they had canceled my reservation with no refund, and had to book me into a crappy room. I made sure that was added as a comment in my reservation, because I figured it would happen. I got a crappy room but at least got a room.
Someone probably didn't read the notes.
That’s very normal. Not always midnight, but before night audit. You can’t be checked in beforehand if you’re not there and after night audit, it’s officially the next business day. So it’ll be a no show. Sadly if you’re the last one to arrive, you’ll have the last room. No amount of notes on the system can prevent that.
@@discogareth I know but it is stupid. You can't do early check in, so they tell you to book the room the day before. Then they cancel the room, when you aren't there until around 6am.
@@scmsean it’s not actually cancelled, it’s just run as a no show. There’s a difference. (Without getting into the boring details). You just need to hope they’re not overbooked when it comes to reinstating your booking. But overbooking is always a threat when it comes to late arrivals.
The way that the hourly employee would NEVER open their mouth in such a way towards the manager if they actually wanted to keep their hours and their job in the future.
These skits are fun to watch, Jessica is really talented at performing one person shows and I have to say she is really pretty
I really need a part 2!!!
I can relate to your hotel videos. Very entertaining & accurate.
Please please please make a part 2!!! I’d love to see what the next guest says!
The manager getting her karma: wha-wha-what!?
Me: get karma😎
The expression "give an inch and they take a mile" didn't come out of nowhere.
Wow, never been this early! Love your skits! 🤍
This was such a great video thank you for the work you put into this video
This video was recommended by TH-cam. I love it! Real situations. Now I subscribed, hoping for a part two! 🙂🙂🙂
So smart to back yourself up with notes and standing up for yourself at the end, nice
love the full story.. ❤❤❤
This one was extra great! 👏🏼👏🏼💖
Your content is like prep work for how to get along with hotel staff and problem guests to keep an eye out for.
I understand this sooo well, I work in the hotel industry and at the place I work at, upgrades are usually subject to availability either a day or two before the guest is due to arrive or the day of arrival. We usually prioritise birthdays and anniversaries for 1 or 2 category upgrades or for milestone birthdays and anniversaries usually 2 or 3 category room upgrades. Couldn’t relate more especially for members or high listers that stay!
Omg love this one! I wanna see the manager tell that guest 😂
In this day and age, it is paperwork that that will make you or break you.
Consequences.
Love this, I have been in this situation in a different type of work atmosphere. Sadly, the next higher up person did not support me and left me to deal with it. Even though I had recordings with time and date when I was told to do exactly what my supervisor said even though I knew it was going to come back and bite us in the ass. I was told I should have insisted stronger
I love that the captions match everyone’s shirts, made me way too happy 😂
I love your hotel sketches 😊
I love how you spoke up for yourself to upper management and put the blame on the general manager. I would have been so scared to do that
I can’t wait to see part 2 😅😂
I felt that "EXCUSE ME" lol.
I hope that the guest got charged the suite price for the days she wouldn’t leave
Oh, I really NEED to see the conclusion of this one!
Hilarious, recall those days 😂
As a Call Center Agent for a Casino Resort, NOTHING is done without approval and copious documentation for this exact reason. LOVE your channel. It's so spot on in so many ways!
this story needs to continue
SO glad the manager rightly took the rap! 👏😍
Wow, what a good general manager.
that manager learned the lesson of, "play stupid games win stupid prizes."
I've been there. Daytona 500 extended community of hotels, the sales director oversold, leaving me, the night auditor to deal. A family with a reservation showed up late and we were full. I had no manager support... I overhauled the gym, brought in rollabeds, and comped the room with free breakfast. Greed is an ugly monster that will be punished.
The "ill totally move" told me immediately she wasnt going to
This is why you get everything in writing.
If they had her sign and date a paper saying that she agreed to move after 2 days, and have the manager and front desk sign, then they can kick her out and present that to corporate when she complains.
Idk if corporate will honor that. But at least it’s something to cover your butt.
I had a friend whose room was not available at her hotel on our trip to Disney World. She arrived very late (but the hotel was aware of that and she had late check-in) with a 10 year old and a 6 year old. There were no rooms. She texted my wife and we let them stay in our room for the night. My kids were surprised in the morning to wake up to their best friend sleeping on couch pillows on the floor next to them.
They got their own room the next day and it was comped for the rest of the trip, as it was a pretty big screw up.
That "excuse me?!" is the greatest ever.
I'm so glad I don't work at a hotel with suits and or premium rooms had this request last night actually, if I could make a standard double room into a three person room.
At the Budget hotel I work at, we're also asked to do some ironing of the bed runners and shower curtains most nights was doing some ironing when all of a sudden It wasn't working. *Eugh* so I grab another, it wasn't working... Wait, why are the computers in the office off... Uh oh... I had tripped the breaker, insert a rushed message to a senior colleague as to where the breakers for the office are XD
I have so been in this exact position thanks to a manager and when the Gm confronted us totally said the same thing “I’m not covering the manager can do it”
This is a perfect example of why, for what I made plus my benefits being a low level employee (obligatory not in a hotel) I was happy with my position, until I had to defend myself and the manager of my manager was not in good communication with other managers. 🙄 Communication is limitlessly important and if it’s out of sync huge problems occur and you get accused of insubordination when you’re just following rules set by managers who didn’t communicate those rules to other managers.
I know it's a weird thing to point out, but huge fan of the lipstick choices! Reception and GM have bold colors while middle manager is pale and downgraded - love the symbolism!
Please we need a part 2