Never before…

…have I met a general manager of a hotel who was more inept at dealing with people. He was friendly enough, but he needs to be kept in his office, with the door closed so the guests cannot hear the raucous coming from him. A small incident or issue arises and he Freaks Out. I mean, when people show up to check in several hours before check-in time, and there are no clean rooms, you should calmly ask the guest to have a seat in the lobby for a few minutes while you see about getting them in ASAP. Instead, you went behind the thin-as-paper wall (that didn’t extend to the ceiling or have a door) and called housekeeping on a loud radio and shouted about ‘how can we get some more fucking rooms clean?!’ as if no one could hear you because they couldn’t see you. This was crazy.

It’s no wonder 2 of your 4 agents has no idea how to handle guests and issues either. It was unbelievable! One of the 2 was just terrified of a remotely upset guest, and the other just didn’t give a shit about anything at all really. They are masters of the blame game, trying their best to put the blame on anyone other than them or the hotel.

When you over sell a hotel, and have to relocate people, you cannot blame it on a specific other guest of the hotel. Just either admit that you oversold, or calmly say that a few guests extended their stay and you cannot legally throw them out of the hotel. This was the most unbelievable incident to date! You can’t say that this specific company didn’t checkout today as scheduled and that’s why you have no room … what if someone from that party hears you say that, or the upset guest sees them in their company uniform or logo t-shirt at breakfast in the morning?? You just cannot do that!!

I come away more thankful of the people I work with. somewhat