It's Season 3, Becky!

Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:00):
I'm getting warmed up.

(00:13):
On that note, welcome back to another episode of Tales from the Service Industry.
I am one of your co-hosts Liz.
Whoa, whoa, whoa, whoa, Liz.
What?
New season.
Uh oh.
With new seasons come new things.
Uh oh.
My bad, my bad.
I'm ready.
We've got a new theme song.
Oh, let's go.
Look out.

(00:34):
On that note, welcome back to Tales from the Service Industry.
On the mics tonight, we've got Liz.
Hi team.
We've got Ms. B. Hey.
And we have Gwen joining us.
Hi.

(00:55):
Wow.
Okay.
Well, first time jitters.
Longtime listener, first time guest.
You know it.
So normally we would ask you to introduce yourself, but I think if you are going to
come back a few more times that we will just let people organically get to know you.
Oh, I like that.

(01:15):
Something different.
Little mystery to the season three.
I am a mystery.
I am an enigma.
Wrapped in a riddle.
Yes.
Called it.
Watch out.
It's getting deep.
You're going to step in something.
I already stepped in it.
I done did it.
You're just walking around in it now.

(01:38):
At one point, the company that all three of us worked for, we all stepped in it.
Yeah.
True that.
I digress.
Ladies, what have you been up to?
It's been weeks since we got together.
It's been so long.
I've just been trying to survive.
I've missed you guys.
Have you not been thriving?
No.
You've just been barely surviving.
New year, just trying to survive.

(02:00):
My job, we're just going through a transition of management companies.
So it's just been a challenge.
Sorry, you said transition.
It could have gone a couple of different ways.
Yeah, it definitely could have.
Not that fun kind, a different fun kind.
So yeah, I've just basically been living in hell.
So I'm so excited to be back with you guys and hearing some fun stories.
And to talk out everything that you've gone through.

(02:21):
Some of it I just want to forget.
I'm going to repress some of these memories.
To healing group.
We're here for each other.
Okay.
Exactly.
Well, it is our weekly therapy.
So when we stopped recording, it kind of hurt.
Not going to lie.
I know it did.
And at the same time, I may have slept a lot more.

(02:43):
So I needed a little rest, but I'm very happy to be back, guys.
What is, you've been surviving or thriving?
I think I've been thriving, honestly.
I've missed you guys terribly.
Don't get me wrong.
But work has not been terrible.
I mean, I ended the year really strong, hosted another kids camp and I was in charge of the

(03:04):
care of 24 to 30 children, like three to 10 years old.
And we have some stories from them.
Let me just say that.
I'm excited.
We had the bounce houses, we had the bubbles, we had the reptiles, we had all the fun stuff.
I actually have a few boat rental stories as well.
Those are my favorite.

(03:25):
That I have loaded up.
Any more B-Ys?
No, God no.
What's a B-Y?
B-Y.
Boating under the influence.
It's a B-Y but on the water.
I need to hear about this.
Oh my God.
I think I do have nightmares about that guy.
Just one guy.
Just the one.

(03:45):
He was, he did a boat rental solo and seemed totally fine at the time of like checking
in, getting the safety spiel.
We let him out and then an hour later I get a call from a boat yard, not far from property
and said, this guy is trashed and he just crashed your boat into our dock and you need

(04:07):
to come and get him and handle this situation.
So he ended up sitting in the drunk tank for the night.
How did they get your information?
How did they get to you?
So my work's name is on the back of the boat.
Yeah.
Yeah.
And the guys knew me because we work in the same field.
So I get a call on myself from their manager.

(04:28):
I'm like, hey Tony, how's it going?
Like thinking it's just a check-in call.
And anyway, yeah, he sat in the drunk tank and ended up getting a B-Y.
Bill, you got anything for us?
No, I don't really actually have a whole lot of stories coming out of our break.
That's so nice.
Well, part of it's because I spent my free time like trying to not lose my craft for

(04:49):
the pod, if you will.
So it was spent doing things like new theme song, new artwork, that kind of stuff.
I love that.
Put a little polish on the pod.
So you were still working.
Yes.
We weren't recording, but I was still doing stuff.
Yeah, I definitely was not.
Working too much.
You were like actually working.
Seriously, long days getting ready for a transition, then being in a transition and now recovery.

(05:14):
So technically she was doing research.
You're still doing it.
Yeah, I know.
Story collection.
Let's go.
Okay, so I want to start this one out kind of different by asking you guys a question.
So I very recently basically almost had a boat go up in flames.
Oops.
Yeah.

(05:34):
And you all are familiar with my boat rentals.
Based on all of your prior knowledge now, how do you think that might have happened?
Oh man.
Bad batteries?
Your battery thing.
Ding, ding, ding, ding, ding.
Look at our memory.
I was like your batteries.
Okay.
What if I told you this boat was one of the boats that got the batteries replaced?

(05:56):
Oh, replaced.
The new batteries.
The new batteries.
These batteries are-
No reason.
No reason for this.
Seven months old?
And we get a call from the guests that's like, our boat died.
And we do the normal protocol.
We call the tow company.
We get them back fine.

(06:18):
And then we start our investigation of like, okay, let's look at the batteries.
My associate pulls the seat cushion off and the battery is actively smoking.
All the smoke is encapsulated in the seat compartment.
And it was like, oh, shit.
So they immediately are like, okay, get a fire extinguisher just in case.

(06:41):
Don't plug it in.
Don't do anything.
Let's just let it air out.
And would you guys like to see photos?
Yes.
Of the battery.
Oh my God.
I want to see.
So we're just going to do a little show and tell.
Oh goodness.
Zoom in on the, where is it?
The plugin?
Oh, it's not supposed to look like that.
No, it is not.

(07:02):
There is literally a hole in the battery where part of it has melted away.
All right.
We have to pass it back because now I need to look at that part.
I know.
I need to say it again.
Oh, well it's got to go back to Liz anyway.
Yeah.
Oh dear.
So worst case scenario, I mean, this could have erupted in flame.

(07:23):
100%.
Surprise it did not.
Uh, yeah.
With guests on it.
I mean, the smoke, like it was, I've never seen anything like that.
One of these boats.
Sorry.
Not a boat story, but I've got a room story.
Ooh, do ya?
It's not current.
This is old and stop me if I've told this.
So we worked with a relocation company, which I'm sure you're familiar with.

(07:46):
I'm working one day, fire alarms go off, fire doors are slamming shut.
I'm like, what the hell is going on?
Right.
Radio starts lighting up, you know, Oh, third floor, such and such, blah, blah, blah, blah,
blah.
Go running up there.
I am the one that shows up with a fire extinguisher in hand.
Right.
Everybody else just shows up.
Literally.
What's going on guys?

(08:07):
Literally.
Everybody else just shows up.
I walk around the corner and the hallway is just filled with smoke.
Wow.
Not like, you know, to the point where you can't see your hand in front of your face
kind of thing, but there's a lot of smoke in the hallway.
Turn the corner again, go into the room and the room is literally, you can't see your
hand in front of your face.
Whoa.
So this was a long term stay hotel.

(08:27):
So it had full kitchens.
Right.
And she ended up sleepwalking and cooking.
Oh no.
No.
And all of the plastic trays and whatnot that go in the microwave, all the microwave safe
stuff, was on the stove.
Oh no.
And she was cooking in her sleep on the stove.
As you walked in?
No, no, no, no, no.

(08:48):
That's how it all started.
That's the story.
That's what we're telling.
What drugs were involved?
Okay, go on.
Well, it's funny that you say that because apparently it was ambient.
Oh, got it.
And they were relocated to the hotel because their house had burned down.
Why?
The same thing?
No.
Because she was sleepwalking.
Shouldn't they give you a heads up?
Or maybe not put her in a room with a kitchen.
No.

(09:09):
Or I don't know, just stop taking the ambient.
Yeah, well.
I was just like, don't cook anymore.
But like, doesn't that like full annoyed like any sort of insurance policy though?
Like if you already know that like-
It's a medical condition.
Ambient?
Sleepwalking.
Sleepwalking.
And that's because of the ambient.

(09:29):
Well, that was my opinion.
I mean, that was the logical opinion.
Like, it makes sense.
What were the damages?
Basically all the soft goods in the room had smoke damage to them.
The carpet, the walls, the ceiling.
See, I was just thinking like, what in the kitchen?
I know.
No, it's all of it.
It's all encompassing.

(09:50):
But that's the thing is that there wasn't any real physical damage except for-
Those plates.
The burner element and the plastic cookware for the microwave.
Those were the only things that were truly visibly damaged.
The rest of it was just that really acrid smell of melted plastic in everything.
And you can't get rid of that.
And the hallway.

(10:10):
It seeped.
You know, the hallway aired out fairly well.
But the room, nothing that we did had any positive effect on the smell of that room.
But like all carpets, linen, couch.
I was going to say, was it wallpaper?
Did you have wallpaper?
Was it paint?
No, it was all paint.
So the room got painted.
The carpet and all new soft goods.
We couldn't get the smell out of order.
How long was it out of order?
Weeks.

(10:31):
And so you charged them for all the rooms?
Of course not.
Do we ever?
I don't market.
I try.
I always try.
And if there's pushback, I'll negotiate.
I don't remember the duration to the day.
And I don't know what the total lost revenue for room nights would have been.
All I know is that they were charged for all the damages, the physical damages.

(10:54):
In room.
Yeah.
There's still thousands of dollars.
But did the card go through?
You know, at that?
That's a great question.
It was a prepaid card.
Exactly.
I need you to charge it on the first.
That's when funds will be loaded.
You know, okay, we didn't have a whole lot of negative stuff happen at my hotel over

(11:15):
the holidays, but there were so many of those comments.
You know, it's like people checking in, you swipe their card.
It doesn't go through.
You tell them, I'm sorry, you know, cards declined.
Oh, but the rate's $109.
Yeah, but you have tax and you have.
Times the number of nights.
It doesn't matter.
And then the response is, oh, okay, let me go to CVS and put money on my card.

(11:38):
Now you're extra now.
No, home slice.
That's not a credit card until 6 p.m. and then I'm canceling your reservation.
That is what they call a gift card.
Yeah.
It's a real thing.
Don't even get me started.
Why are you going to a store reloading money?
Because it's a prepaid card.
It's not a front desk world.

(11:59):
It's a nightmare.
Yeah.
And they look like credit cards and debit cards sometimes.
Like a Visa gift card.
And they function like it.
Yeah.
They will function like it.
Yeah.
It's exactly what that is.
So that's why there's an argument with the guest because they're like, but it's a card.
It's a real banking institution.
But that's not how the card itself functions on the receiving end.

(12:19):
Like it doesn't work that way.
And doesn't the name have to match your ID?
That's the thing.
With chime.
Oh my gosh.
It does.
Oh.
So it's kind of like this preloaded card, but it's like to you and it like has the name
on it and everything.
Like embossed and everything.
Sneaky shit.
Embossed.
Embossed.
Such a fancy word.

(12:40):
Oh, upper crest high society.
Who's a gift card?
Literally.
That's what it is.
And like I've had so many different arguments with like our guests and our members because
it's like, well, it may be a quote unquote banking institution, but it's not recognized.
And they're like, oh, well, it gives you that number on the back.

(13:01):
And it's like, yeah, that's the number to call for support.
But it doesn't mean that it's actually recognized by our banking institutions.
I love that.
I haven't used that argument.
And now I'm going to, I just go, it's not a real credit card.
You broke, go home.
No, if it's not actually recognized and acknowledged, it's not a card.
I love that.

(13:22):
I'm using it.
That's the actual reason.
I know.
I just don't, no, no, we don't know.
Go away.
I'm today years old.
Literally.
That money isn't good here.
You're going to have to text me that.
Where's the comma?
Seriously.
But no, I did have a fun story about a fire as well.

(13:42):
Oh, come on.
I did want to share it.
How many of you guys have like experienced fires like on property?
Obviously here.
I'm raising.
I'm raising.
Yeah.
Yeah.
I think we all have most of the time they're false alarms, but sometimes it actually like
legit fires.
Yeah.
Yeah.
Okay.
Not like a full blazing, but like something catching fire, like a little bit.

(14:03):
Yeah.
Yeah.
So like a real reason because we have false alarms, but even as a little, but not like
we don't like our systems are sensitive.
And sometimes steam will set it off.
Yeah.
You know, whatever.
So those are like my hair dryer sets mine off in my apartment.
Rain it back in.
No.
So, okay.

(14:24):
I was doing lobby lizard, right?
We're all just saved.
Shift sarcasm.
Hard sarcasm.
Oh yeah.
Lobby lizard.
And one of my security officers comes up at the time and we're just, you know, shooting
the gossip or people watching as they come in, you know, making up stories like we do.
Love that.
And all of a sudden we're both just like stop and we're like sniffing and she's like, do

(14:45):
you smell that?
And I'm like, yeah, that smells different.
And so like I run to the control panel, nothing's going off, no communication on the emergency
line and she's like, let's go do a property walk.
And I'm like, all right, mind you, this hotel had been open maybe six months.
Brand new.
Brand new hotel.
We walk outside, fast forward.

(15:06):
The outside of the restaurant was on fire.
We just see like smoke pillowing and we're like, what's happening?
So we both start like running over.
She's like, I'm going to go get the golf cart.
And I'm like, do we really need a golf cart?
To run away from the flames.
It was an exit strategy.
Yes.
Little did you know.
So we like run over there.

(15:26):
The head chef, the sous chef, they had already started daisy chaining buckets of water.
So it was the exterior.
No one pulled a fire extinguisher?
Thank you.
The first thing to your point out of my mouth is where is the fire extinguisher?
Everyone's like, we don't know.
Oh no.
I'm sorry.
Your kitchen's stuck.
Your head chef.

(15:47):
They're like third party restaurant.
You know, you know.
So like I have control of them, but I don't have control of them kind of thing.
I got you.
Third party operator.
Yeah.
Lovely.
Lovely restaurant.
Amazing.
Beautiful people.
But I don't know where fire extinguishers are.
So at this point we have responded, caught myself in the middle of a fire and the daisy

(16:11):
chain.
So what is the first thing that we do is jump in line for the daisy chain and I start screaming.
I'm like, is anyone called 911?
Like have we called the fire department?
They're like, you're like passing buckets of water.
Literally.
Hey, have you called 911?
Has anyone called yet?
Or pull the alarm?
Do we have assistance coming?
Anything?
And they're like, no.
And I'm like, I'm going to go do that now.

(16:35):
You guys good with that?
Or you want to keep this up?
Wait, wait.
The alarms not going off?
No.
Another issue.
Because there was a new build.
It was tested.
It passed inspection.
However, it did not work in this instance.
That's insane.
So long story short, by the time the fire department showed up, I wear heels every day
that you know, you know, I wear heels every day.

(16:57):
I am literally smashing out smolders with my heels and the fire department shows up.
Some boy comes up behind me and he's like, you need a job.
And I'm like, where are you hiring, homie?
So you've got the fire department and Liz has got Harbor Patrol.
Yeah, literally Coast Guard, Harbor Patrol.

(17:17):
They're cuties, man.
They can be.
I'm so jealous.
But they got an attitude too.
Even just today, we were talking about like a firefighter and police breakfast.
And I'm looking at a coworker and being like, I'll go.
That's a breakfast.
I want to go to coffee and donuts.
Let's go.
Firefighters came in today to do like a site tour.

(17:39):
And I was like, what time are they arriving?
I'll greet them in the lobby.
Like site tour or like spot inspection?
No, like to do a possible event.
So the fire department for our city.
Miss B is like, I'll be the lobby lizard.
Literally, literally.
I got the email this morning of a site alert for a pop up for today.
My hair.
What?

(17:59):
No, my hair was straight and everything.
I was like, let's go.
I'm a volunteer.
Walk in there.
Hey boys, how are you doing?
That's so crazy.
So did the third party figure out where the fire extinguishers were?
So that was the super fun part was like they were right next to the whole time.
Oh, 100%.
Yeah.
First of all, it's always my luck.

(18:20):
OK, so this is an instant where maybe you guys can relate.
Maybe you can't.
But I have this thing where like when I get so frustrated or angry over a situation that
should have never happened, then I think we can all relate where you've been telling your
manager that this is going to be a situation.
Yeah.
And they're like, oh, it's fine.
Don't even worry about it.
Everything's great.
Yeah.

(18:41):
Like that's not even a concern.
And then you get to go back and be like, so are we going to do a safety training on that?
Thank you.
So basically like every, every Monday.
Literally.
No, I did like a scream cry walk, walk out.
Like I was so upset because at that point, like when you're putting out a fire on your
own and you are the leader that is on duty, like you don't realize how much pressure that

(19:04):
is because you're leading a team.
This is an emergency.
You have to worry about guests.
You have to worry about your staff safety.
You have to worry about your own safety.
Yeah.
But the anticipation is that you are the most senior leader.
You go down with the ship kind of idea.
So once you walk away from that situation, after it's already under control, like I kind
of break down a little bit.

(19:25):
Yeah, no, I get it.
In the moment you're fully in control, but afterwards, the anxiety hits you.
Yes.
It turned into a scream cry.
Yeah.
I called my senior at the time and I'm like, just so you know, here was a situation that
I told you was going to happen weeks ago.
It's happened.
Here's how I handled it.
My incident report is on your desk for tomorrow morning.

(19:46):
Oh, wait, can I say something that made me start laughing?
Yes, please.
You handled it so amazing, but something you were saying about, you know, how you responded
and you responded so well and all that.
So it brought back a memory for me.
Which time?
There's so many memories.
It just happened.
So were you guys, I think this was this last week or this weekend.

(20:09):
Did you guys feel that earthquake?
Oh, yeah.
Yeah.
No.
The earthquake was near where I work.
OK.
And it was a decent size, four point six.
But if you're on the right.
Yeah.
We were the city right near it.
It is.
It feels so much bigger.
That whole thing reacting in the moment.
Your fight or flight kick sound.

(20:29):
What do you guys think I am?
Oh, no, you act in the moment.
You are a boss babe.
Yeah, I ran.
Shut up!
Spoiler alert.
This just runs underneath the table.
You panicked.
I'm not used to earthquakes.

(20:50):
I've never I never feel them.
You live in California.
No, but I never feel them.
You didn't feel them in your previous city you lived in?
Never.
Oh, I feel them all the time.
Never.
I swear to God, I've lived in where I live my entire life.
I never feel them.
So I'm at work and I'm at the front desk.

(21:12):
In front of guests and staff.
So I was not only with two staff members, I was with my general manager and it wasn't
like a normal earthquake.
You know, it was kind of like a rumble and a rolling.
No, it was like someone kicked the building.
That's what it was like that.
And that's what it sounded like.
And I went like this and I like stunned.

(21:33):
Did you just run?
No, my boss took off running first.
Stop it.
Oh, you followed the leader.
And I ran after.
You followed the leader.
That's fine.
Most senior leader lead by example.
GM took off running in her heels out the door and I was like in peace and I ran.
What did you think was going to happen?
The building was going to go down?
I don't know.

(21:54):
I panicked and I was like, she's freaking out, so I'm going to freak out.
Exactly.
She's running.
I must be running.
There's something.
She must know something.
I don't.
That's a perfect example of why like our most senior leaders are the ones who set the example.
Like if somebody else panics and you're looking up to that person and they're panicking, you're
going to panic.
But on the.
That is true.
On the other hand, there are sometimes, especially in my workplace, there are too many leaders

(22:19):
in a small area, especially during an emergency.
And we're all saying the different thing and we're all signing off on it that we understand
the red book.
Like because there was one, cause did I talk about this emergency?
A team member had a seizure and hit his head.
Oh, I'm sorry.
Oh yeah.
Yeah.
We talked about that.

(22:40):
And I got, I got just guests all around.
I'm a nurse.
I'm a firefighter.
I'm a cop.
And I'm just like doctor on TV.
Yeah.
I'm just like, get the F away.
Like give him some room.
He's got one person caring for him.
Could you imagine sitting in a bar as someone is like actively seizing and like, like bleeding

(23:01):
from their head because they dropped so hard.
Can I get another tequila?
What the hell are you thinking?
What I will say to circle back on that, I did have to laugh because after, you know,
doing my yell out walk out, I ended up getting a call from like our director of security
and was like, okay, walk me through the incident.
I had to do the whole incident report and everything literally the following Monday.

(23:24):
We did the training and everything.
Push aim.
Pull aim.
No pull aim.
Squeeze and sweep.
There you go.
Yeah.
We had to do that whole training and like the whole time I was sitting there and I was
just like, none of you guys responded.
It was me and my shoe.
Like I don't need a fricking fire extinguisher.
That's so funny.
A stiletto heel doesn't tamp out all that much fire.

(23:47):
You want to know what?
It was one of my red suede ones too.
You should have made them buy you a new pair.
It was scorched.
I was so mad.
That really burns.
Literally.
They should have given you a shout out in that meeting and be like, you know, this is
20% more effective than a red suede heel.
I would have appreciated that.

(24:07):
No, I just sat begrudgingly like, uh huh.
Okay guys.
But I truly think team members and managers just even having knowledge of where the nearest
fire extinguisher is from their workplace, their area that they manage is so important.
I'm going to say something and this is not a Miss B thing.
I'm taking something positive away from this.

(24:28):
What?
I know.
I think, you know, when you first get hired and you're doing a property walk, you should
point out where the nearest fire extinguisher is to someone on their new hire walk.
And I'm going to take something away from that.
I'm going to do that.
I think that's important.
I also think not to be negative on this subject.
Oh, I love it.
Oh my God.
It's like freaky Friday.

(24:48):
It's one of those situations like emergency responder status.
You don't know until you're called to those situations.
Totally.
You could be trained a hundred percent.
Like if you ask me right now at home, I know where my fire extinguisher is.
But in the moment, you're like, do we even have those?
Literally, what's a fire extinguisher?

(25:08):
You know what I mean?
It's one of those moments.
So yeah, during training opportunities, I think it's a hundred percent important to
point out those kinds of things.
And I mean, I've even done property maps when it comes to onboarding.
Like we have our guest property maps.
Oh no, I love the team member maps with the little icons.
She's such a nerd.
Yes, that's me.
Oh, I'm a safety nerd.

(25:29):
She goes to every safety meeting voluntarily.
I should be.
She would text me when we worked together.
She'd be like, are you coming to the safety meeting today?
I was like, no, I'm sending someone.
She's like, you should go.
You're like, what kind of safety meeting though?
Like are the firefighters going to be there?
No, I'm out.
I'm actually the like CPR and first aid instructor for property.

(25:50):
See, there we go.
See, I would have appreciated it being practiced on me by a fireman.
Guys, speaking of volunteering, I saw this online, not along the line of firefighters,
but did you know you can volunteer at your police department to get drunk and have them
run sobriety tests on you?
Oh, let's do it.
Remote pod.
Absolutely.

(26:11):
But literally, and they supply the alcohol.
I feel about this.
You literally think where is your name in the system after that?
I don't know.
But you get drunk.
I don't care.
You get drunk.
They get you drunk and then they practice field sobriety tests on you.
I know.
I know.
Do they know your fit pace?
Can I resist?
Yeah, well, they're seeing how much you drink and they're doing the blower thing.

(26:32):
So they see how drunk you are.
And then like the alphabet test.
Yeah, they practice everything on you.
So like after each beer, you'd go through the sobriety test.
But what happens when you start resisting?
Is there a way we can do that as a pod?
Yes, please.
Don't you have friends in the police department?
Tell them.
Not anymore.
He retired.
But he knows people.
He knows people.
Tell him we need an in.
I want to get drunk in the police department this time.

(26:54):
All right, Andy, if you're listening.
We're coming.
Make this happen, buddy.
We're coming for you.
Andy, you have a homework assignment now.
But literally I saw that and started looking it up.
I was like, how do I sign up?
That sounds like so much fun.
Do you get paid or is it just volunteer?
I doubt it.
I mean, you get free alcohol.
Yeah, I was going to say if they provide the booze.

(27:16):
Wait, they supply the alcohol?
Yeah, they supply the booze.
But it's probably like a completely controlled and monitored environment.
You're like in a sterile room.
You're still drunk doing tests with cops.
With the cops.
Sounds like fun.
That gives me an anxiety attack.
No.
I look forward.
They probably think it's funny.
They see Gwen up there and be like, I can't walk.
You know, laughing.
Oh, God, we got to make that happen.
Oh, you really do.
Please sign me up.
I know my non-fire department super well.

(27:37):
I know my police department much better.
Isn't that so unfortunate?
Yeah, especially in my department.
I know you're not going to be able to do that.
You're going to be able to do it.
I know you're going to be able to do it.
I know you're not going to be able to do it.

(27:59):
point we were calling multiple times a week where like I knew the officer that was going
to respond and I had his coffee ready just how he wanted it.
I love that.
You have so nice of you.
I'm not that nice.
No, because here's the thing.
What took you so long, Bob?
Bob, that's my point.
It's almost like a crying wolf kind of thing.
You know when like you call from the same property for the same circumstances so many

(28:21):
different times, they start taking longer to respond.
So I'm like, how can I be a delight to serve right now?
I love that.
I had his coffee ready.
Sometimes he would show up, we would do an eviction or whatever and he'd be like, can
you make my coffee for me?
And I'm like, I got you.
That's so sweet.

(28:41):
You have to or else they don't show up till three hours later and then you're still stuck
with the same overdose.
Literally.
That's my property.
You just bleed hospitality.
I do.
You know, that's one thing that I remember from the hotel that we all worked at.
The amount of overdoses.

(29:02):
It was uncomfortable.
It became second nature.
Did I ever tell you guys this story?
I think you may have still been there.
I think you moved on.
I don't remember.
No, I left first.
I was going to say one of you guys had left first.
Winner, winner.
Chicken dinner.
No, on a very public map domain, the parking structure for our said hotel at the time got

(29:24):
relabeled as the rehab center for the city that we were in.
I'm not even kidding.
Myself, the general manager, the AGM at the time, the DOS at the time, we were all writing
in and complaining that like this is a parking structure and not a rehab facility.
So funny.

(29:45):
So one of my favorite things that happened to that hotel was the guy that got busted
for drug dealing.
Which time?
Which guy are we talking about?
Fair.
Did he have a mullet?
Fair.
All back.
This guy had the scheme though.
He would have people that wanted to do the buy.
They didn't come to his room.

(30:06):
They came to a specific area outside and he would have them in the hotel.
Correct.
He would have them throw the money up and he would throw the drugs down.
Shut up.
We were there?
I don't remember this.
I don't remember this either.
Both of y'all were there.
Can you imagine being on the edge of the balcony?
What?
It was his way and it's pretty smart.
He would get a third floor room so it wasn't real high up.

(30:29):
You gotta have an arm.
Interesting strategy.
Not really.
Not really.
But interesting strategy though of not having the cops kick your door in.
It's like they don't know exactly which balcony that is attached to.
I don't recall that.
I recall the human jello incident.
So the reason I found out about that whole thing, we're going to loop back to this one.

(30:50):
Yes, I want to loop back.
But the reason that I got involved with that whole thing is that the room that the guy
was in was right outside the GM's office.
And the GM called me saying, hey, there's somebody throwing stuff up to this room.
Oh my gosh.
And the two little baggies get thrown back down.

(31:10):
But that means it was the front of the hotel then.
100%.
That is the dumbest.
That's the front of the hotel.
That's like the roundabout.
Can you imagine a drug dealer being like, all right, you're going to see these group
of bushes.
You're going to go through the bushes.
Past the fire extinguisher, six steps.
And then you're going to see a round of glass offices with a man or woman staring at you.

(31:35):
Stand directly.
I'm wearing a suit.
I'm going to leave my window cracked and you're going to yell the code word and then I'll
come out.
Drugs!
Wait, okay.
Human jello?
Yeah.
Let's circle back.
Okay.
So you were talking about your earthquake incident just a couple of moments ago, right?

(31:56):
And you were talking about the building kind of like, you felt like somebody kicked the
building.
Literally.
That was the best.
Is it?
No.
Do you ever find yourself in your hotel for much longer than you need to be and you don't
know why?
Besides the obvious, you know, like I have too many emails pending or I'm waiting for

(32:20):
this response or whatever.
Do you ever just find yourself there and you're like, I don't know why I'm here right now
and I feel like I need to be here right now.
Ooh.
Like you just have a gut feeling like I have to be here.
Yeah.
And so I was doing PM and night audit had already come in.
They'd already relieved me.
I finished all of my reports and everything, but I just sat in the lobby for a minute.

(32:42):
So a little bit of a backstory, it was actually a couple nights before I had this woman check
in and she seemed super straight.
She just came in off the street in that area where it was kind of like a party area, you
know?
Yeah.
She's like, you know what?
I'm hoping you guys have a room available because my friends have been drinking too
much.
I don't really want to drive.
Okay.
What kind of a rate can you do for me kind of thing?

(33:04):
Legit.
So I had authorized her card for one night and then another person comes in off the street
and they were like, Hey, my friend just checked in.
I'm going to try and get a second room because there's more of us and you know, like there's
going to be too much of us in one room.
And I'm like, okay, cool.
What's your friend's name?
And it was the lady that I had just checked in previous.
Fast forward, both rooms start calling down and they're like, Hey, we kind of want to

(33:25):
extend our stay, you know, like we want to party through the weekend.
And I'm like, okay, whatever.
And so I had gone to authorize their card while they're still on the phone.
Let me make sure the card goes through and then we'll reissue keys.
You know, we'll do the whole thing, you know, accommodation thing.
Cards start declining.
Red flag number two.
And so she's like, she's like, okay, just change it back to one night.

(33:47):
And then tomorrow, you know, like I'll figure out funds and stuff.
And I'm like, okay, cool.
So fast forward to the night that I'm sticking around a little bit too long.
I'm just chilling in the lobby and I just feel the building shutter.
And so at this point, one of our other coworkers comes flying out of the back office.
He ran to the elevators, Petey runs in.
Fast forward.

(34:07):
Petey had called in saying my credit card's being used at your hotel and I want to press
charges, which is going on.
So he provided, you know, the dialogue, which is call Petey.
They can come in, we can do an investigation.
His manager is sitting in the lobby.
Don't even bother to tell their manager, you know, whatever.
I've had a dime.
100%.
Long story short, all nine of them, both rooms tried to parkour from the 10th floor.

(34:33):
What?
They were taking the balconies down to escape both rooms.
Everybody had vacated and successfully parkoured down all of the balconies except for her.
10 floors.
Except one.
Except one.
And if you remember outside of like, if you're staring at the pool deck, there was that awning
above it.
Yeah.
Above the restaurant.
Above the restaurant.

(34:53):
Yep.
10 floors.
She landed there.
10 floors?
She survived.
Shut up.
And that roof was a gravel roof.
It was straight gravel.
She survived?
She survived.
Tended there?
Fork.
Uh huh.
Not like, all right, I made it to like six.
That's insane.
Well, wait, wait, wait, wait, wait, no, no, no, but, okay, and it's inconsequential, okay,

(35:17):
but keep in mind, 10th floor.
Minus a floor for the lobby level.
A floor and a half, yeah.
So, nine, four, yeah.
Still.
Eight and a half.
That's a few more than she should have survived.
70 some feet.
100%.
I think it was the gravel, like, accepted her, like, shockwave.
Anyway, so at that point, I'm standing there, the officers are running past me.
I didn't know what was happening at the time.

(35:39):
And I'm like, I'm the manager, so I'm like, who are you?
What are you doing?
Why are you running to my elevator?
And they're just like pretty much like, where are we going?
We do what we want.
And I'm like, so at that point, then the paramedics show up.
And then, you know, like, I'm, at this point, I'm standing on the front drive.
With your heels ready to go.
100%.
With my purse on my shoulders.

(35:59):
I'm trying to go home.
And so the paramedics show up and I'm like, listen, I'm the manager.
Like I'm the highest ranking person right now.
Like what is happening?
So then he gives me the whole down low.
And so I go up with him because he's like, he needed access to one of those rooms to
pull her off of said gravel landing.
And so he's like, what's the closest floor to where she landed?

(36:21):
And I'm like, she landed?
I'm like, what is happening?
And at this point, do you know she's alive?
No, no, no clue.
No, nothing.
And I think it's worth interjecting here that that hotel, I was aware of two jumpers.
Yes.
Yep.
We have the 11th floor and the ninth floor.
No.
Okay.
Well then three.

(36:41):
No, there was quite a few during COVID.
Because.
Oh, don't even get me started on that story.
Yeah, let's not do that.
The mystery testicles.
Story for another pod.
No, I need to hear this.
No, we have too many stories happening at the same time.
So multiple jumpers.
Yeah, because I know that one person had jumped on the pool side.
So that was 11.

(37:02):
So that was from the 11th floor.
11th floor to pool.
Well, no, to the restaurant roof.
The other one was that I was aware of was also 11th floor and literally like kitty corner
to the one that I just mentioned.
Oh, interesting.
So two 11th floors.
Yeah.
And that one.
To the same gravel?
No, that one was.
No, opposite side of the building is concrete.
Through a tree and into concrete.

(37:24):
That's your loading dock.
No, it was on that area between the walkway between the hotel.
Oh, by the employee area and the parking garage.
Yep.
So can I assume?
Oh, I got bit by a cat.
Oh, I got bit by the same cat.
Remember we rescued the cat and put the cat in the box and I had to go get shot.
Yes, because I got so infected a red streak went up my arm.

(37:47):
Okay.
Can I assume the second 11th floor to concrete they can rest in peace as well?
Unfortunately, yes.
It's that uncomfortable reality that you cope with.
Okay.
So this actually.
What's the other one you know?
There was quite a few.
There's a lot of like mystery testicles will be for a different day.
Okay, we need to finish the story on.
Oh, human jello.

(38:07):
Yes.
Okay.
So you're like, what am I walking into you paramedic?
Like literally got a jumper.
Like, let's go.
Well, it wasn't even a jumper.
It was a faller.
At this point, it had already come to light because the police were already in the room.
They had found credit card machines.
They found so many different fake checks.
They found like all of the evidence of fraud, 100% fraud is a blanket term, right?

(38:30):
Like they're all going to be convicts.
If they can catch them.
Literally, they only caught her.
Of course.
I actually had to go to court for that one.
No.
Yes.
Yes, I did.
You know, I still have yet to have to go to court.
I'm happy for you.
Oh, she bought it.
I had to knock on wood.
I'm sorry.

(38:52):
That's MDF.
This is wood.
Okay.
Sorry.
I'm not superstitious.
I'm a little stitious.
So here was the predicament that the paramedics put me in.
They're like, okay, how do we get to that landing?
The big concern that they had was like first response.
They were like, all of her bones are going to be broken coming from that far.

(39:15):
That's why she's now deemed in my brain, human jello.
For sure.
Oh.
You just made the connection.
Yeah.
Totally.
I had so much empathy for her where I was like, she was awake, quote unquote, air bunnies.
I can't believe she was alive.
Conscience.
Yeah.
That's insane.
So I mean, she did six months in the hospital and then went-
Six months?
Six months in the hospital and then went straight to jail.

(39:37):
That's when I got called in.
So she was like broken everywhere.
Literally.
Okay.
The fact that you know what happened after she left the hotel is incredible because most
of the time we have no idea.
We don't get the follow up.
We don't get to know.
Mm-mm.
Yeah.
I didn't know that follow on piece.
Well because it was the detective-
Was she responsive?
Oh, you mean after that?
No, she still showed up in court like totally normal, totally fine.

(39:58):
Wow.
But like broken arms, legs, back after six months?
At that point, not really.
No.
No, no, no.
But like at impact.
Oh, I'm sure.
100%.
Yeah.
Wow.
Six months.
Did she rat out her other people?
Not that that matters.
I remember.
Well, here's the thing.
My brain goes to justice.
No, 100%.
But here's the thing.
And this is a fun thing.
Even I talk about it a lot, we as a hotel protect our guests, right?

(40:23):
We protect their privacy.
We protect their information.
Of course.
But there's also a fine line when if we're calling the police, we kind of have a diligence
to provide that information.
Of course.
Yeah.
So these guests were so special that they added every single name to the reservation.
So I was already able to provide so many different names and addresses because I took home so

(40:47):
many different names.
I mean, I had to because.
Going with the receipts.
Yes.
Literally.
But that's the fine line.
And that's something that I don't think a lot of people understand about the.
They were attempting to steal from your hotel.
If you have any information.
Fuck them.
Yeah, there you go.
Yes, but no at the same time.
It depends on your municipality.
Gray.
There's a lot of gray areas.

(41:08):
Gray area.
Well, if you already suspect like a crime in progress.
But yes.
So that was my defense is like, look, there was already a crime in progress.
My other associate already found out about it.
And look at what we found in the hotel room.
100 percent.
She, she went to jail for a long time.
Good.
Sorry.
Shocker.
Or maybe does not be an idiot where you're in a situation when you have to parkour down

(41:31):
10 floors.
See, that's where I had empathy for her because again, this was like my first interaction
with her.
Like she seemed so genuine.
I forgot about that.
Criminals can be liars.
But you know, those like check ins where like sometimes things will shock you later where
it's like a pickup card, you know, it's like a fraudulent card or something like that.
And you're just like, but they seemed so nice.

(41:54):
So on those lines, those check ins that shock you.
And sometimes things happen that you really don't expect.
Let's go.
So we had this cute little old lady check in.
Cute little old lady.
You had experience like questionable experiences with old women previously.

(42:15):
Do we remember the handwritten letter?
Yes.
Okay.
But she wasn't old.
She was older, middle aged.
But you still couldn't read her handwriting.
Oh, that was she had.
Wait, wait, wait.
Different old.
Different stories.
How far back are we going with this story?
Is this manifesto woman or?
She wasn't talking about manifesto.
She was talking about that one.
Oh, I thought we were talking about manifesto.

(42:35):
So did I.
No, no, no, no.
This was a letter.
I had to read it from this phone.
This one someone dropped off.
This wasn't manifesto.
They just dropped off some feedback about the hotel that was written by like a nine
year old in cursive.
And Ms. B was like, I literally can't read it.
You can't read cursive?
A nine year old's cursive.
The old lady came up to the front desk and was like, I left you a note.

(42:58):
Old times Roman literally.
Ms. B had to say like, yeah, I got your note, but I couldn't read it.
Couldn't read it.
And I shut up.
Of course you did.
I had to put it really delicately.
I would have been like, oh, totally.
No, no, no.
I tried to fib.
No, you did not.
Your fibs are terrible.
I know.
I'm not a good liar.
No, you're not.
And I was just like, yeah, I got it.
She's like, did you read it?
I'm like, yeah.

(43:19):
Some of it.
Ms. B, when you lie, your voice may lie, but your face always tells the truth.
Her voice does not lie.
Thank you.
Her voice does not lie.
So sorry to tangent this, but I think when you brought that letter to the pod, that was
the first time, because I had to decipher it.

(43:40):
I mean, it took us a while.
I think that was the first time you heard some tidbits of that letter.
Yeah.
Oh.
Because she got mad I didn't read it and stormed off with her cane.
I would too.
I'm surprised she didn't hit you with the damn cane.
I was really nice.
I was like, I'm so sorry.
Footsteps and cane clicks.
Okay, so now you continue on to your current story.
Little old lady checking in.

(44:02):
Everything goes like normal, normal check in, right?
A couple of days later, and this is a little bit after Christmas.
This Christmas?
Yeah.
Okay.
And I'm working my MOD shift.
I get a call from one of my front desk agents and they're like, hey, we were having some
issues with a payment for this room.
And I was like, oh, okay.
And I look up the room number and I was like, oh, I remember her.

(44:23):
And I was like, okay, let me talk to her.
And so I call the room and I'm like, hey, you know, we're having some issues with your
credit card.
Were you coming down to pay?
Oh, yeah, yeah, yeah.
Don't worry.
I'm coming down, honey.
And by the way, this is like-
Should I raise you a check?
Yes.
Seriously, but no.
You're good.
So by the way, this is-
Do people still do that?
Yes.
They try.
They try.
We don't accept it.

(44:44):
Oh, you don't accept checks?
No.
Oh, the money's not good in the moment.
No.
Okay.
We don't have a check fucking runner machine.
I don't even know what they're called.
Disregard.
But so, okay, keep in mind, this is the moment I walked into my shift.
And so that's like at 9 AM.
So like an hour passes, it's a little after 10, and one of my phone operators who like
does room service orders, because I was like, oh my God, somebody ordered a margarita at

(45:08):
10 in the morning on a Monday.
I want to be their friend.
I was like, that's odd.
And we're all joking about it.
Because at our hotel, we are not a leisure destination.
We are a business travel destination.
So we're like, nobody orders alcoholic drinks on a weekday in the morning.
So then gets closer to the afternoon.
It's about checkout time.

(45:29):
My guest who's had a declining card, it's still declining.
And so I'm starting to get a little worried.
And so I try calling the room.
Do you think I'm like that little old lady?
Like, where is she?
Are they due to check out or not?
Yes.
I pull someone else to go up to the room with me.
I'm heading down the hallway and I'm like, what is on that door?
What?
And I'm getting closer and I'm like, and you're like, that's not the room I'm going to.

(45:52):
Is it?
That's the room I'm going to.
That's the room I'm going to.
There is a Christmas tree wreath on the door of a hotel.
So I knock on the door and the door opens.
Like how many inches is that?
Okay.
It depends on who you ask.
Are you asking us or are you asking us?
Okay.
The door opens a crack.
Okay.
And it opens just a little bit.
I'm like, hi, Mrs. Smith.
We spoke on the phone earlier.

(46:12):
We're still waiting for payment.
Yeah.
I'm going to the bank real quick.
And I'm like, oh.
Just got to put money on the child.
Yeah.
I was just going to say that.
As soon as she says that my red flags are, they were already going off, but I'm like,
it's going to be bad.
As soon as you open it that much, my eyes are going nuts.
Yep.
And I'm looking behind you and I'm seeing Christmas and I'm like, did she decorate?

(46:34):
Yeah.
How many nights was it?
That's a great question.
We'll get there.
So I'm seeing Christmas, but just a little bit.
I'm like moving my head, trying to get a better look.
And she's like, yeah, I have to run to the bank really fast.
I'm like, okay.
I head back down to the desk and I just had bad vibes about it, right?
And I'm telling the desk, I'm like, yeah, that was weird.
Like I just did something didn't sit well.

(46:54):
I saw Christmas.
Something didn't.
It bothered me.
It did so much.
And they're like, oh, you should probably talk to Jerry.
I think he said he saw some weird things.
What do you mean?
Oh, he delivered her room service this morning.
And I was like, okay.
And so I go find Jerry.
Hey, I heard you saw some weird things in Miss Smith's room.
He's like, yeah.
And I'm like, you delivered room service?

(47:16):
He's like, I did.
He's like, so I was bringing in her tray.
She ordered a margarita and other, and then some breakfast items.
And I was like, she was the margarita we were making fun of.
So it was her.
And he's like, yeah.
He's like, so she ordered the margarita and this.
So I'm trying to, I'm balancing the tray and bringing it in the room.
And there's just stuff everywhere, everywhere.

(47:37):
It's like, there's nowhere for me to put it down.
Can you imagine being in your room?
So uncomfortable.
And he, where do you want me to put this?
So he asked that.
I put it on the bathroom counter.
He asked that and he's just like, oh, just go ahead and set it on the desk.
He's like, but then I looked down and I see white lines.

(47:57):
Dildo.
White lines.
I see white lines.
Wrong end.
Wrong end.
White lines and a rolled up bill next to it.
And she's like, oh, sorry.
And clears a space for him.
And I'm like, what is she clearing?
Clears her drugs?
So where did she put it?
So I asked and besides the drugs, I was like, well, what's all over the room?
He's like Christmas decorations.

(48:18):
In a hotel room.
But it's a little odd.
I'm like, what?
He's like, no, it's like Christmas decorations everywhere.
I'm like, do you mean like presents?
He's like, there's trees everywhere.
Christmas trees?
Trees?
And you're like, why am I just hearing about this?
Literally, at what point do you call the manager?
And I said, I said, I was like, why didn't you tell us about this?

(48:39):
He's like, well, I don't know.
I just don't want to get anyone in trouble.
Say something, say something.
But I'm like, but you just told me you saw drugs in the room.
He's like, yeah.
I'm like, that's something you report to the, I don't know, the M.O.D.
So before I went up there to ask for a payment.
So now with that new information.

(48:59):
She spent all of her money on the drugs.
But I said, it was like, I just went up to the room.
There's no room service charge on her bill.
And he's like, yeah, because her card was declining.
So what did they do?
They signed it off?
No, she paid in cash.
And I said, oh, so B has cash with her rolled up hundo.

(49:20):
So I'm like, we're going up there with a different mission.
You got changed for this.
Let me take it out real fast.
I like to remind you guys that this.
She licks it, right?
Let's get the rest of it.
Do I need to remind you guys this lady's like 80 years old.
So with that information, I go back up to the room.
So I took my same person who happened to be the chief engineer.

(49:41):
So I'm not going to do it with more force this time.
So she opens it.
I was like, hi.
And I said, look, I know we just talked and I know you're going to the bank.
But if your checkup is today, this is your balance.
Do you have your balance at least for today in cash?
And then you can get your credit card payment for the rest of your room.
It's like, oh, yeah.
So I get the cash to pay for the room.
And I said, and then when will you be going to get that money at the bank?

(50:03):
I'm going right now.
I'm going right now.
I was like, okay, sounds great.
So I get the cash, take it down to the desk, drop the cash.
I'm there at the desk.
I see little old lady exiting the building.
She leaves and I immediately go to check out this room.
Like I got to see this.
So I go up.
There's a housekeeper outside her room and she's like, oh, that little lady, she just

(50:25):
left.
She asked me to clean her room and make her bed.
I said, oh, did she?
Why don't I go check that out?
The two of us went together and we're immediately dumbfounded in our jaws drop.
Dildos.
Everywhere.
On the walls.
Sticking out of every surface.
Next to the Christmas angel.
Why do you think the angel had a smile?
I don't know how to describe this to you all, so I'll do my best.
But I have sent the video to pretty much everyone here on the pod.
And then who knows?
Maybe you will find it posted somewhere sometime soon.
You never know.
Maybe.

(50:46):
But the best way to describe this video is this person planned on moving in and Christmas
was their religion and it was a whole lot of fun.
And then you're like, oh, I'm going to go check out this house.
I'm going to go check out this house.

(51:17):

(51:43):
I don't think she was hired on part-time at a nearby mall
and she just wanted to live her role.

(52:06):
I'm so glad you brought this up.
All of these items in this room
had little sticker price tags on them.
They were stolen.
No, was she selling them?
And they were all bright orange little sticker price tags
that looked like it was hand stamped on.
And I was like, that's really weird.
I showed this to my associate.
She saw that and said,
oh, those are all from the antique shop downtown.
That check in the front desk agent specifically remembers

(52:28):
her asking if it was okay if she had a small Christmas tree
in her room.
It was much bigger than that and there was more than one.
So basically she comes back, we've locked out the room
because we're basically going to tell her
we are choosing not to extend your reservation.
I'm waiting and it's like four o'clock rolls around
and I'm like, she has to be back by now, right?

(52:49):
I call the room.
I'm like, nobody let her in
because I specifically instructed housekeeping.
Nobody let her in.
Somebody let her into the room.
How?
Fork of I know.
She still hasn't paid for the room
and I was like, Ms. Smith, hi there.
Oh yeah, I'm going to the bank right now.
I was like, no, no, no.
We had this conversation earlier this morning.
You had your opportunity.
You have still not obtained payment.
We are going to have to ask you to leave.

(53:10):
We are no longer going to extend your reservation.
No, no, no, I'm getting the payment right now.
I'm getting it.
No, no, no.
You have had plenty of opportunity.
It's now four o'clock in the evening.
It is check in time.
You've still not given us a payment.
We are choosing not to extend your reservation.
You need to vacate your room.
But I can't, I have too much stuff.
I don't have anywhere to go.
Too much stuff.
And I was like, look, I understand, you know,
there may be other circumstances

(53:31):
and you have a lot going on,
but the hotel is choosing not to extend your reservation.
If you have the payment, like you say you do,
another hotel will have no problem accommodating you,
but our hotel will not.
I pressed on that.
There's a good one.
She kept pushing back and I said,
the best I can do is I can send a bellman to your room
to help you with your things,
but we are not extending your reservation.
And I asked, I was like,
how long is it going to take you to get your things together?

(53:51):
It's going to take me hours.
And I said, I can give you one hour until five o'clock.
And I said, at five o'clock,
I'll call the police to help you
if you need any further assistance.
Please don't call the police.
I was like, look, I don't want to,
but you need to vacate the premises.
You have failed to pay.
We're choosing no longer to extend your reservation.
You need to leave.
Five o'clock rolls around.
Obviously she's still not out.
I sent an engineer up there with a bell cart

(54:12):
who started bringing her things down.
You found a bell cart?
Yes.
Started bringing things down.
Started bringing things down in trips.
So six o'clock rolls around.
I'm leaving for the day.
I see the engineer just standing by the door
with like just mounds of Christmas stuff.
And I'm just like, this isn't going to go well,
but I'm not going to be here for it.
Question, question, question, question, question, question.

(54:33):
Did she have a car?
Great question.
Did she have parking charges?
Great question.
Yes, she had parking charges.
So she had a vehicle.
Yes.
So I'm leaving.
Another hour goes by and I get a call from the hotel.
So my manager calls me.
She's like, hey, so she's disappeared.
And I was like, what do you mean?
All of her crap is still here.

(54:54):
Christmas spirit.
We've been unloading her stuff and she's like,
it went over an hour, but she had so much stuff.
She's like, I kept giving her more time.
Like now we have a lobby filled with Christmas decorations
and she's gone.
She just got in her car and left.
And we're like, what do I do?
And I was like, that's a great question.
Decorate the lobby.

(55:15):
On the 27th of December.
So I was like, let's start bagging it and we'll store it.
And when she comes back, we'll have it.
And she's like, okay, the stuff in the room.
And I was like, there's still stuff in the room.
She's like, there's definitely more stuff in the room.
And she's like, and the room's trashed.
You were there though.
Did it look in that much disrepair

(55:35):
before they started bringing stuff down?
There was so much decorations.
You couldn't see anything.
So basically the manager got everything bagged
that was in the lobby, went up to the room,
had everything that was in their bag.
Our bell closet is filled to the brim with bags.
Christmas.
Antique Christmas.
Antique Christmas.
So that's around like, you know, seven o'clock at night.
I get another call at 10 o'clock at night.

(55:58):
She's back.
They're like, she wants her stuff back.
And I was like, okay, give it to her.
But she trashed the room.
And I was like, just give her her shit back, please.
And then they're like, oh, okay.
So the next day.
The next day I'm reading in the incident report.
So they didn't tell me this.
When she came to get her stuff back,
they're like, okay, but you damaged and the room is trashed.

(56:18):
We're charging with cleaning fee.
There's an extra $150 charge.
Oh, it's not bad.
$150?
They were nice.
And they're like.
And we're not gonna mention the drugs
that were in the room.
Still no one's mentioned the drugs.
And the lady's like, well, can I go up and clean it myself?
Oh no.
And they're like, no, you cannot.
They're like, why not?
We're like, there's no, no.

(56:39):
So she takes $200 bills and throws it
at the face of the dust cage.
Was there drugs on it?
Or they rolled up and then she got her stuff
and she was gone.
Okay, bye.
Yeah.
Hundreds.
Hundreds.
The cleaning fee was 150 bucks and she tossed 200 then.
Where'd the other 50 go?
No, they posted 200.
So we made.
Talk about integrity.

(56:59):
Can we circle back?
So honest.
Can we circle back to integrity though?
Okay.
I'm sorry.
I love that we have.
But like integrity is a really big topic of conversation
in my team and what we do,
because you cannot teach integrity.
No.
You have it or you don't.
And so I feel like in the hiring process,
it's so difficult as leaders to really identify integrity.

(57:22):
No, you can't.
You find it in practice.
You have to take a chance,
but let me just like give a shout out
to all the people with integrity that work in our industry.
Honestly, like we live such a hard job.
We have to uphold all of the policies and procedures
and hold guests accountable,
people that come to property accountable.
Make our owners happy.
Right.

(57:43):
And when it comes to our associates
having those interactions,
a lot of time they can just be paid under the table.
Hey, you know, let me break this rule for 20, 40, 50 bucks.
Whatever it may be.
But I also like my.
You can't speak on that.
I like my leadership role and I would like to keep it.
On that note, should we wrap?
Yeah, but.
Excuse me, that was rather high pitched.

(58:04):
Aggressive.
And also keep an eye on our Twitter.
There may be another fun video that contains.
On our Twitter?
X.
What's it called?
First off, it's called X now.
Yeah.
No, I meant the other one with the videos.
I've never had a Twitter and I never.
TikTok, TikTok.
I was talking about TikTok.
If you want to see the video of Miss B's,

(58:25):
Mrs. Claus story, take a look at our TikTok
because it is probably posted there.
Yeah, we'll make that happen.
We will.
We will.
So you can check out all the craziness.
Bill, what's our TikTok handle?
Oh, good God.
So it's TFTSI with a dot between each of the letters.
Why don't our listeners do this?
Just go to the search bar, search,
Tales from the Service Industry.

(58:46):
Tales from the Service Industry.
Boom.
Easy.
Go look for the Mrs. Claus video.
And then if you have any cool stories
or want to be even a call in guest on the pod
like our recent guest.
Sue, you can email us at og3 at tftsi.com.
That is og number three at tftsi.com.
And you can just find us on Facebook,

(59:09):
Instagram and LinkedIn.
And LinkedIn.
Yeah, we're kind of a big deal on LinkedIn now.
You know what?
I totally subscribed to that.
So on any social platform, anywhere you listen to podcasts,
just use that search bar,
search Tales from the Service Industry
and you will find us.
Gwen, thanks for joining the show.

(59:30):
Thank you for having me.
Especially on our first episode of season three.
Yay.
I'm sorry and you're welcome, y'all.
Yeah, for sure, for sure.
And since we had fancy new intro music,
we also have fancy new outro music
and we will see you all in two weeks.
Bye.
Bye, guys.
Okay, bye.

(59:50):
Bye.
Bye.
Bye.
Bye.
Bye.
Bye.
Bye.
Bye.
Bye.
Bye.
Bye.
Bye.
Bye.
Bye.
Have a new podcast.net.

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