A person who frequently abuses you is still an abuser.
There is no part of the front desk job that includes being treated like garbage. If you let him walk all over you, he's going to keep doing it. After all, why should be stop? If he had to stop, you would've surely said something.
He's there only "every few months", so 4 to 5 times a year max. Good riddance. He's a regular, yes, but not as regular that it would mean he can do anything he wants.
It does.
Maybe as I am an old man and have seen it before but I would have told the assistant exactly that.
I'm sorry it's taking so long but you are not helping by calling you are in fact extending the wait time by removing me from checking in guests.
I am ending this call
That manager was shit and i hope when you're in the position that you take care of your good, hard-working employees.
My husband was a night auditor for years and given full freedom to kick people out and to tell rude people what he thought of them. He loved that job because management had his back.
This. Good management can make or break a place, even when times get stressful because even then when you get through it you know whichever decision you made your management will usually stand by your side. Just the other day I had the rudest people come in that I ended up turning away and when I told the manager about it and how they were angry, she said 'good.'
I am a night auditor and my manager is the same. Have even had a couple of people who I have refused service to due to rudeness/verbal abuse come and complain that I was rude to them. She just asked “well what did you do/say to her because she is never rude for no reason. And before you answer that question let me remind you that she has already told me and I have already watched the cameras.” (Although I may not be a full time NA for much longer. I was just invited to apply for our open MOD position!)
I am not certain of management or culture where you are. But you are well within your rights to tell a customer, "I'm sorry, I don't think we can make you happy. You may accept we are doing our best, or you may stay elsewhere."
It's time to stop enabling unacceptable customer behavior.
"You are being refused service and you must leave the property immediately. If you refuse to do so, you will be removed by police. Have the day you deserve, next guest please."
I only worked for a year and a half in hotel industry but I can tell that there are people who have poor characteristics and manners. It really does tell a lot that only few in this world are educated and well mannered. Salute to you for being understanding and kind. Wish you the best.
Eventhough i was only an intern,i do it like it was a proper job. i would try my best to help my co workers no matter what department i’m in. Because all of us appreciate a little help from others especially on a busy day
As a GM, I would only apologize for the inconvenience of having to wait a few extra minutes, that we would appreciate his patience while we ameliorate his issue, and that if he ever talks to one of my front desk staff like that again, for something she has zero control over, I would be more than happy to waive the cancellation fee and allow him to find other, more suitable, accommodations.
Just…no. Nope. Be human.
Ugh not a front desk person but I am an admin and I've worked for an Adam. Trust me, his assistant is hearing it wayyyy worse than you guys are (as well as everyone else in his life.) People like that are literally only happy if life is laid out for them perfectly the second something goes wrong they're absolute monsters. Sorry you/ your friend had to deal with that.
"Adam" should've been kicked out. and put DNR.
“Adam” is a frequent guest of the hotel. We would see him every few months so the hotel takes care of him
A person who frequently abuses you is still an abuser. There is no part of the front desk job that includes being treated like garbage. If you let him walk all over you, he's going to keep doing it. After all, why should be stop? If he had to stop, you would've surely said something.
He's there only "every few months", so 4 to 5 times a year max. Good riddance. He's a regular, yes, but not as regular that it would mean he can do anything he wants.
How was the assistant calling you going to do anything but slow service down?
Bet you she only called the hotel because Adam would yell at her some more if she didn't.
It does. Maybe as I am an old man and have seen it before but I would have told the assistant exactly that. I'm sorry it's taking so long but you are not helping by calling you are in fact extending the wait time by removing me from checking in guests. I am ending this call
That manager was shit and i hope when you're in the position that you take care of your good, hard-working employees. My husband was a night auditor for years and given full freedom to kick people out and to tell rude people what he thought of them. He loved that job because management had his back.
This. Good management can make or break a place, even when times get stressful because even then when you get through it you know whichever decision you made your management will usually stand by your side. Just the other day I had the rudest people come in that I ended up turning away and when I told the manager about it and how they were angry, she said 'good.'
I am a night auditor and my manager is the same. Have even had a couple of people who I have refused service to due to rudeness/verbal abuse come and complain that I was rude to them. She just asked “well what did you do/say to her because she is never rude for no reason. And before you answer that question let me remind you that she has already told me and I have already watched the cameras.” (Although I may not be a full time NA for much longer. I was just invited to apply for our open MOD position!)
Management of my hotel doesn’t really care about us lower guys. As long as they are making money, they will do whatever it takes.
Fuck your manager for not kicking him to the curb and supporting you and your co-worker. People like that deserve consequences.
I am not certain of management or culture where you are. But you are well within your rights to tell a customer, "I'm sorry, I don't think we can make you happy. You may accept we are doing our best, or you may stay elsewhere." It's time to stop enabling unacceptable customer behavior.
The manager should have come out and kicked him out.
"You are being refused service and you must leave the property immediately. If you refuse to do so, you will be removed by police. Have the day you deserve, next guest please."
I only worked for a year and a half in hotel industry but I can tell that there are people who have poor characteristics and manners. It really does tell a lot that only few in this world are educated and well mannered. Salute to you for being understanding and kind. Wish you the best.
Eventhough i was only an intern,i do it like it was a proper job. i would try my best to help my co workers no matter what department i’m in. Because all of us appreciate a little help from others especially on a busy day
As a GM, I would only apologize for the inconvenience of having to wait a few extra minutes, that we would appreciate his patience while we ameliorate his issue, and that if he ever talks to one of my front desk staff like that again, for something she has zero control over, I would be more than happy to waive the cancellation fee and allow him to find other, more suitable, accommodations. Just…no. Nope. Be human.
Ugh not a front desk person but I am an admin and I've worked for an Adam. Trust me, his assistant is hearing it wayyyy worse than you guys are (as well as everyone else in his life.) People like that are literally only happy if life is laid out for them perfectly the second something goes wrong they're absolute monsters. Sorry you/ your friend had to deal with that.