Always promised myself that I would never work with the public again, but here I am, working at this hotel.
We have an event coming up in September that brings thousands of people into town. Our hotel has been booked up since Janurary for that weekend, as has ever hotel in town.
A woman calls me up today, wanting to check on her reservation. She gives me her name, and confirmation number. I try pulling up the reservation both ways, but there is no record of her reservation, and the confirmation number is invalid.
I tell her this, suggesting that she might have the wrong hotel. She insists that yes, she has the right hotel, and she has this confirmation number. Again, I tell her that there is no way possible that she has, or has EVER had a reservation here. I try to explain that even if it had been cancelled, it would still be in the computer. She insists she made the reservations three months ago. I reply that we’ve been booked completely since Jan. 4th. Her husband gets on the phone and proceeds to cuss me, my mother, the hotel and my town. After they hang up on me, they call our 1-800-Pitch-a-Bitch complaint line and I spend twenty minutes trying to explain it to a very irate customer service representative. Ten minutes later, the woman’s husband calls me, asking for my manager. I recognised his voice, and told him that she wouldn’t be in until tomorrow. I asked who was calling. “Her boss.” he said, “Give me her home phone number.” I said that since he was her boss, he should know the number. He proceeded to start screaming that he would NEVER stay at our hotel again. “Good,” I said, and hung up.
A man comes in and says that he has reservations for one of our suites. He claims he has also been promised a 50% rate. I ask him who he spoke to. He just shrugs. “Some guy. I didn’t catch his name.” I tell him that we have no men working for us right now, and he explodes like an atom bomb.
We had reservations for two rooms for a woman last night. She never showed up, so I called her to inform her that she would be charged for the rooms. She claims she doesn’t know what I’m talking about. She never made any reservations. It must have been a stupid desk clerk’s mistake. I tell her that our general manager was the one who took the call and booked her reservation. So, I get the usual curses, and she informs me that she will dispute the charges with her credit card company.
A guest stops at the desk, and asks that all of his phone to be on do-not-disturb for the night. Twenty minutes later, a woman calls for him. I tell her that I can’t put her through, at the guests request. Five minutes later the phone rings. She says that she needs to be transferred to room 292, and it’s an emergency. I ask who she is, and she claims that she’s his mother. So I ask for the full name, and she doesn’t know it. Cue verbal assault. She ends by saying that she hopes that I still have a job tomorrow!
“Lost” reservations, promises made by non-existant employees . . . Are these people insane? Or just great actors? They act like they sincerely believe what they’re saying. I don’t know if I could get worked up to the point where my veins bulged over something that I made up on the drive to the hotel. I just don’t understand it.