Mr. Magnum

Welcome to the latest episode of TFTSI! In this episode, we bring you wild stories that range from homeless individuals enjoying eggs on the buffet line with their hands, to room break-ins, a throuple's vacation behavior, a guest curious about where the GM parks her broom, hi-tech guests that are tech-dependent and the result is not good, gassy encounters in the lobby, broken TVs, and an update on a previous story. Tune in for these intriguing tales and more on Spotify or your preferred streaming platform. #TFTSI #Talesfromtheserviceindustry #frontdesk #hotel #hotels #Travel #Traveler #Service #podcast #humor #podcast #newepisode #service #customerservice

Episode Transcript

(00:00):
I'm ready.

(00:01):
Are you?
I still have two stories left over from last time.
Oh.
Well, then let's hit it.
Welcome back to Tales from the Service Industry.
I'm your host, I'm Ville.
Tonight with us, we've got Liz, Ms. V, and Gwynn.
Hey guys.
Hi Jane.

(00:21):
Hello.
Well, you know what I think we should start off on?
Because today was a very special day.
Yeah, what?
Today is the day that I like to think shouldn't have happened.
My case, I wish it didn't.
The birth of a sibling?
Oh, but a freaking leap day.
It's leap day.
Did you guys, how are your guys' leap days?

(00:42):
I mean, mine was great.
Mine was actually chill.
Oh my god.
Today was.
Today was.
Okay.
I had a week full of a-holes leading up to today, but today was chill.
Okay, that's good.
Mine was actually really productive.
Look at all you guys suck.
I'm so jealous.
Anyways, any whoosies.
So Ms. V, so my day started off like, I'm like, okay, it's going to be a good day.

(01:06):
Like it got up a little early.
I was like, you know what?
I'm going to go get the team breakfast sandwiches.
Went to Mickey D's and got some of everybody's breakfast sandwiches, come in.
I'd literally just finished.
I'd given a breakfast sandwich to one of the front desk agents.
And he's like, oh my god, you're not going to believe what just happened.
What happened?
And he's like, I was standing at the front desk and I saw a homeless guy come in and

(01:27):
he was like walking quickly.
You know, he didn't make eye contact with me.
He just kept walking.
So I immediately left the desk to go like chase after him.
He goes straight into the restaurant, straight to the breakfast buffet, opens up the thing
of eggs, sticks his hand in the eggs and puts it in his mouth.
And I was like, oh god, like, oh my god, no, not the eggs.
Like it's a big thing of eggs.

(01:47):
And he's like, yeah.
So he kicks him out and like literally as, as I come in, he'd just come back and he's
like, I just kicked this homeless guy out.
And I'm like, wow, that's a way to start the morning.
All right.
So I gave everybody their breakfast sandwiches.
I go back down to sit at my desk, just getting settled.
And the desk agent runs into my office and goes, miss me.
And I'm like, hey, what's up?
And he's like, there's a lady.
She's asking if I can call 911.

(02:08):
And I'm like, what?
And so I run out the front desk because he got me to call 911 and I look and there's
a lady.
She said, can you call 911?
I'm like, of course.
And she's like, there's a woman, we need to call 911.
She's having chest pains and she's short of breath.
And I was like, okay, I can't like, but you need to call 911.
I was like, do you have a cell phone?
She's like, yeah.
I'm like, you need to call.
And I said, because the police ambulance, they're going to want to talk to you because

(02:30):
you're going to be with her and they're going to walk you through things that ask you questions.
If you just tell me to call 911 and run away.
And she's like, okay.
So she calls on her cell phone and runs away.
And then I'm like, as she's running away, I'm like, but where are you?
Like salon B. I'm like, okay.
So then I call the police and I'm like, Hey, somebody's calling right now, but we need a
paramedic out here.
And they asked me questions.

(02:50):
I'm like, this is why it wasn't going to call.
I don't know any of these answers.
I know none of this.
It male or female?
I think it's a girl.
How old?
No idea.
What does she look like?
No idea.
Where is she?
Salon B. And then so they're like, okay, well, as long as the other person's calling, we're
good.
Well, thank you.
So my general manager, like most of the high ups are gone this week at a conference.
So no one's there.

(03:12):
And I'm like, who's that?
Who should I notify?
I look at the calendar and it's the F and B supervisor.
So I'm like, okay, I guess I'm M.O.D.
So why would they name supervisor M.O.D. over a director?
Because I don't want to be it every day.
Like they basically like everyone rotates and gets shifts and stuff.
But you're like for this, it's me.
But everyone just all managers know if you're on you handle.

(03:35):
Yeah.
You know, so I'm like, I'm there and I see the supervisors M.O.D.
I'm like, okay, I'm the M.O.D.
I mean, that's fine for all the petty stuff.
Yeah, but like when it goes sideways, maybe step up.
I. Yeah.
Good for you, Miss B.
So I'm like, okay, it's me.
So I go out to the drive and then I'm like, am I supposed to report this?

(03:55):
Because it's technically I'm like, I should do an incident report.
My most senior person there is my controller and I call her and she's like, I don't know,
call the general manager.
I'm like, but she's like in Texas.
She's like, I don't know.
I'm like, oh, okay.
Thanks for your help.
But she's in Texas.
Yeah, they're two of us.
Yeah, they're two hours ahead of us.
She'll answer.
So I ended up texting my G.M. and I was like, hey, I'm currently in the drive waiting for

(04:20):
the ambulance.
And I briefly and I'm like, do I need to do an incident report?
She's like, yeah, I would do that.
I'm like, okay.
So the ambulance, I hear the sirens.
I'm like, okay, cool.
They're here.
They're pulling up.
And then as they're pulling up, I look to my left because I see someone I'm about to
tell them, like, hey, you know, back off.
They're about to come in.
And I look and I'm like, that guy's homeless.
And he's walking like, you know, you just know.

(04:41):
And he's walking towards the door.
I'm like, oh, you gotta be kidding me.
So I'm like, I'm gonna have to keep him out while making them come in.
I'm like, all right, all right.
So the ambulance rolls up.
They hop out.
They ask him, did you call?
And I'm like, no, she's inside.
Let's go.
And they're like, oh, so they're unloading their thing.
And they're coming in.
The homeless guy starts to try to come in next to me and I go, no, no, you need to go.

(05:03):
Like I didn't even act professional at that point.
Not today.
Literally.
I didn't even.
I'm like, no, no, you need to go.
What?
And he's like, guess only out.
He's like, but I went out and he just leaves.
I'm like, no, we're not doing this today.
Yeah.
Egg fondler.
Don't even know if that was the egg fondler.
Doesn't matter.

(05:23):
You're all egg fondlers.
So I lead the paramedics to the ballroom.
Okay.
They take care of her.
Get her in, get her out.
I do the instant report.
So I'm just finished the incident report and I'm exiting to go talk to the banquet staff.
And while I'm walking through the lobby, I see a homeless person walk in and I'm like,
what is going on?
Different homeless person.
And he walks in and I'm like, no.

(05:47):
Just no.
Can you imagine someone approaching you and just telling you no?
I literally did that.
I looked just like, I'm like, no.
And he's like, what?
And I'm like, no, guess only.
You need to leave.
And he just looked at me, said no word, turned around, left.
There we go.
There we go.
This is, this is how the day is going.
Not today.
And by the way, this is all before noon.
I was going to ask like how long did all of this take you?

(06:10):
This happened immediately.
I didn't get into work till 9 30.
But did you have your breakfast sandwich?
No.
It's probably still sitting there on my desk.
And so I go find the banquet captain, da da da da da, like getting all that, found the
person's name, gave him the information.
I was doing that for like 20 minutes and I'm walking back and another third homeless person

(06:30):
walks into the lobby.
And at this point, third that you have seen.
Yes.
Fourth on the day.
Yes.
Walks in and my brain just broke.
And I was like, it might be fork and punked.
Is there a hidden camera?
I'm like exhausted.
My mouth's open and I'm like, no.
What message is going around?

(06:51):
What do, huh, out, out.
And I point and say out.
And he's like a dog.
Literally.
And he's like, what?
And I'm like, no.
Can I get some water?
I said, absolutely not.
Out.
And at this point I go back to my desk and I'm just cursing.
I was like, what the actual is going on?

(07:12):
And I was like, did they just get all released?
Like what's happening?
And they're like, I don't know, man.
I'm like, it has to be a full moon.
And that's when I text you guys.
And I'm like, it's not even noon yet.
What is going on?
Is it a full moon?
And then one of my coworkers was like, it's because it's the day that shouldn't have happened.
Oh.
And I was like, oh.
And they're like, technically today is an unpaid day.

(07:33):
And they're like, cause you know, you get paid for 365 or whatever and this is an extra
day.
It's like the unpaid day of the year.
And I'm like, mother.
And I'm just all pissed.
And then a few hours later at three, the PM team comes in.
I'm still riled up.
Oh, cause at that point we'd kicked out one more, but it wasn't me.
So five on the day.
I think we got six total.
The hell?
Yeah.

(07:53):
And so before I'd given my PM team this pass on, I was over at the bar talking with the
public attendant, the bartender, everyone who was there on the floor for the PM shift.
And I was like, guys, I don't know what's going on today, but they must've all gotten
released somewhere.
And everyone's like, okay, everyone's on high alert.
So I go straight from that and I go into the back office and my PM teams there.
I'm like, okay guys, I don't know what's going on today, but everyone, you need to keep your

(08:15):
eye out for homos.
And my team looks at me and they're like, what?
I'm like, hobos, hobos.
I said, homos, because I was thinking homeless and hobos.
And I combined them.
I was like, nope, nope, nope, nope.
The words went together and this was during standup.

(08:37):
And my gay front office supervisor looked at me and was like, really?
I'm like, you know what I meant, hobos, hobos.
And he was like, mm-hmm.
So I literally yelled homos to my entire front office team.
Really professional of you.
It was great.
M.O.D.
Was your director of HR in Texas also?

(08:58):
Everyone's in Texas.
You're just out with me.
That was like a fraction of a second from a full snarf.
I'm sorry I didn't wait.
And literally, I just got drink all over my pants.
I hope that picked up in the mic.
He's spitting like cider everywhere.
You guys are literally crying.
I'm glad that's your mic.
I think Bill is too.
These are the only tears you will ever actually get out of me because I'm so happy.

(09:19):
I'm so happy.
I'm so happy.
I'm so happy.
I'm so happy.
I'm so happy.
I'm so happy.
I'm so happy.
I'm so happy.
I'm so happy because I am heartless.
Aren't we all?
Welcome to the industry.
So what was the day, guys?
I can't believe you said homos.
I yelled homos.
Homeless and hobo combined.
That was an ADD brain.
I was literally telling someone today about recording the pod and I said, it is so funny.

(09:54):
I cry from laughter often.
I cry from laughter often.
So I get a call this morning.
Oh, I want to hear.
I get this call that says, hey, boss, you got a chance.
Can you come down to the lobby?
Like what's going on?
You just got to come down to the lobby.
That's never a good thing.

(10:15):
Like, well, what's going on?
Just come down to the lobby.
OK, I'll be right there.
So I flip around and I look.
No, there's nobody like at the desk.
There was a couple of people in the lobby, but nobody at the camera.
Yeah, because I've got a security monitor in my office.
So I'm like, hmm.
So I get up, I go downstairs.
I'm like, what's going on?
The girl that's working is like, listen.
I'm like, listen to what?

(10:37):
She's like the guy at the table.
What?
And she's like, just just wait.
And I swear to God, like seconds go by and I hear shut up.
And I'm like, no.
What?
And she's like, yeah, he's got headphones in and he keeps breaking wind like nobody

(10:57):
else can hear.
And I'm like, how many times does this happen?
This is like the fourth.
In what span of time?
In like a 20 minute period.
Four times in 20 minutes.
Yeah, like this dude is super gassy.
Yeah.
And I'm like.
More gassy than Miss B is like a number of hoes.

(11:18):
You almost said to the humboes.
Oh God.
Never mind.
So I'm like, how long has this been going on?
She's like today.
I'm like, what do you mean today?
Why is there a question mark at the end of that?
And she's like, because he comes here all the time.
God, is he a guest?
Yeah.
And I recognize it.
I've seen him around and I'm like, every time he comes into the lobby, he's super gassy.

(11:40):
She's like, yes.
Maybe he does it on purpose.
Oh my God.
She's like, he's always got headphones in and like he will rip wind the entire time
he's in the lobby.
What?
It's like little squeakers.
It's like loud and proud.
Oh my God.
But what do you do?
Like, do you talk to the guests?
No, you pretend like that never happened.
No, I about phased and went right back to my office.
I'm like, you can deal.
Sounds like a you problem.

(12:01):
If I were your staff, I would like create some sort of tally or like score sheet.
Oh, I would too.
Place bets.
Yeah.
At least in over under.
Yeah.
How many toots will Jerry toot today?
It would make the time go by faster.
I mean, I'm like, I'm going to be like, I'm going to be like, I'm going to be like, I'm
going to be like, I'm waiting for the one waiting for it.
So that's the podcast is watching.

(12:33):
Guys, I forgot what else happened today.
Today, today, my day's not even over.
My tears aren't gone yet.
I know, I forgot.
Let's go.
So just flooding back, it was that kind of day.
I'm at my desk trying to eat my breakfast sandwich.
No, I'm just kidding.
At this point, I'd gotten to eat my very cold breakfast

(12:55):
sandwich.
And same desk agent, sweet guy, comes in, Ms. B. What now?
And he's like, room 601, I'm getting complaints
of marijuana smell and noise.
It's a worthy complaint.
I'm like, OK, I can deal with that.
That doesn't sound like it's going to be crazy.
You know what I mean?
I'm like, that's a pretty run of the mill.
You guys know I always get someone
to come up to the room with me because I've

(13:15):
learned the hard way.
So I called my chief.
I was like, hey, can you come up with me?
Room 601.
He's like, yeah, you got it.
And so he's like, I'll meet you in the lobby.
I'm like, OK.
So I'm standing in the lobby waiting.
And keep in mind, this is a Thursday.
So our business crowd is our weekdays, right?
So I'm very used to my business travelers.
And I'm waiting at the elevator.
And then I see three people walk out of the elevator

(13:37):
into the door.
And I'm looking at them like, you're the ones.
You're not a business traveler.
You just know and you hate.
You could be doing business.
Yeah.
One male, two females.
See?
They could be doing business.
And I'm looking at them.
And just, there's no business vibe.
I'm like, there is a leisure vibe for sure.

(13:57):
And they leave.
And I'm like, I guarantee that was them.
But my chief comes shortly after.
And I'm like, OK, let's go up.
We're three doors down.
And we start to smell it.
And we're like, there we go.
We smell it.
But we don't hear any music.
So we get closer.
Still no music.
Knock on the door.
We knock three times.
Nobody answers.
There's no D&D on the door.
So we enter.
And it is a suite.
It's a corner room.

(14:17):
And I just walk in immediately.
There's stuff everywhere and multiple wigs.
And I'm like, OK.
Fun.
OK.
Fun.
And then I walk in again, just hit with the overall odor.
And then I just go straight over to the bed.
And I see what I need to see.
So who wants to see the picture?
You have photos?
Oh, yes.
Yep.
I'm like, wait, wait, wait.
Can we take a guess first?

(14:38):
Yeah.
Let's do that.
What is in the bed?
Is it in the bed or on the bed?
On the bed.
Is the bed made?
They definitely used it.
But where are the covers?
Are they up?
No.
These people did not make their bed.
OK, OK, OK.
All I was going into that room looking for
was proof of smoking.
Found it immediately.
And then I left.
And then when telling my team, I was telling them

(15:00):
about this guest because he's staying over another night,
I couldn't remember the word for what this thing was.
So I told the team.
I'm like, there was a complaint of weed smell.
And then I went to the room.
And on the bed, I found a really long weed stick.
A what?
A long weed stick.
Found a blunt.
Oh, OK.
Like the long weed stick.

(15:21):
And they were dying.
They're like, you mean a blunt?
Well, she also found a pack of Swishers.
A little baggie of marijuana.
Yes, Gwen.
Shut up.
Can't even remember words.
Pregnancy burns.
Weed sticks.
Shout out to the 21-year-old that's needing magnum.
Magnum.

(15:42):
I was going to say that.
Why this girl got a magnum on her?
OK.
Yeah, so just.
This girl knows that not all men are created equal.
Well, it was one guy with two girls.
So maybe it was packing.
Were all of those things like that?
I didn't touch anything.
You didn't touch it.
No.
So they gathered all of those things together?

(16:02):
In that order?
Yeah.
For listeners who can't see that.
Gwen, can you describe the photo you are looking at?
So we have our remote control for the TV
that is located right next to some contraceptives.
Magnums.
We have a driver's license next to some lip plumbers.

(16:24):
We have some off-brand swishers, but it's OK.
Air pod devices and what looks to be some.
It looks like a flight ticket.
Interesting.
And don't forget the very big weed stick.
And the little baggy weed.
That's right.
Yes, there is a baggy there.
That's not enough to smoke off of,
so I didn't think it was mentionable.

(16:44):
My guess is it.
My guess is it's all in the blood.
I think it's in the big stick.
In the big stick.
Big smoking stick.
Yeah, which big smoking stick?
Because there is a magnet.
True.
So I think Homegirl would have needed the lip plumper to you.
Oh my god.
Depends on where she's using it.

(17:05):
Here's my theory.
This kind woman gathered all of these things together.
She left her ID in the room.
They were going back.
Yeah, but she's 21 years old.
If you're going somewhere having to drink,
you're going to get ID'd.
I didn't look at the age.
Bill said she was 21.
I looked at the state.
21, 22.
I think she gathered this together to post on social media

(17:27):
to be like, get away.
Gross.
So I go downstairs.
I look at the reservation.
I charge the smoking fee.
It goes through.
And so I was like, OK, I should call and let this guest know.
Because I'm like, oh, I'm staying another night.
Oh, and they are a blueberry elite.
And I was like, oh.
So blueberry is like?
They travel.
Mid to high.

(17:47):
They get some free turks.
OK.
They get some free breakfast.
I see they're at blueberry level, so I'm like, OK.
Sorry, berries.
All right.
I need berries.
So I call the guests on the cell phone.
And they answer immediately.
And I'm like, hi.
Is this Mr. Magnum?
He's like, yes, it's Mr. Magnum.

(18:08):
And I was like, he's like, who's this?
And I'm like, oh, this is Miss B from So and So Hotel.
I was just calling to let you know
that we did have a complaint from a room around you,
a noise complaint as well as a smoking complaint, specifically
the smell of marijuana.
And before I can even continue, he's like, oh, well,
that's ridiculous.
The noise, probably because I probably had my speakers on,

(18:30):
I'll definitely turn it down.
But I have never smoked in a room.
I'm a blueberry elite.
I know the rules.
I would never smoke in a room.
I would never want to jeopardize my status.
I said, OK.
I'm on that note.
I did go up to the room with another manager.
The room does reek of marijuana.

(18:52):
And I said, and I found a big blunt smoking stick
on the bed.
Did you say smoking stick?
I think I said, and I found smoking paraphernalia.
I'm like, on the bed.
And I was like, so not only do we have the odor,
we have the actual substance.
So you get charged a smoking fee.
And he's like, well, just because I had it,
he's like, that's just possession.

(19:12):
It doesn't mean I've ever smoked in a room.
And I said, sir, the fact that you had it in your room
and then the room reeks is evidence enough for us
to charge a smoking fee.
I said, you're more than welcome to dispute that
with your bank.
But on our end, that fee will stand.
And he tries to continue arguing with me.
And then I stop.
I'm like, OK, look, the fee is not going anywhere
because I have those two things.

(19:33):
I was personally in there.
You're getting charged.
And I said, but I see that you're here another night.
So since I see that you're supposed
to stay here another night, I'm going to give you a chance.
The fee is going to stay on your reservation.
But I will allow you to stay another night.
And I will not report you to the brand
to lose your blueberry status as long as I do not

(19:54):
get one more complaint.
Or someone else goes by your room
and says it smells or the music is too loud.
You will not only be kicked out, you will lose the night.
So I will still collect that fee.
And I will report you to the brand so you lose your status.
How does that sound?
OK.
So then he stopped arguing about the fee.
OK, I'll make sure.

(20:16):
And I was like, and I know that you did have some companions
in your room.
So maybe even if it wasn't you, you'll
need to ensure that your companions don't
smoke in the room because you will still be charged for that.
Can you let them know?
Yeah, OK.
How much is your smoking fee?
$250.
Dang!
That's more than the room rate.
Yeah, that's typical.
Yeah.
Dang.
I've never been charged a smoking fee.

(20:37):
Well, good.
That's a good thing.
So something I wanted to loop back to,
and I had totally forgotten about.
But a couple episodes back, I had that guest
that was giving me a hard time about leaving.
I don't know if you remember this or not.
But we were supposed to loop back on the solution
because it occurred on the day we recorded,
and I didn't have a conclusion.
Can you remind us of the story again?

(20:57):
Yeah, can I have a little bit more context?
Yeah, so it was the guy that he was
supposed to check out at noon.
I get called down at like 2.30.
Yes.
Gives me a sob story about how he's not
been able to pack because his dog knocked over his medication.
He's been picking up pills for an hour, really.
So we kind of left it there as a cliffhanger because we were
dying to know if he was actually going to leave.

(21:18):
Didn't we make guesses?
We did.
We did make guesses.
Dude, we're a bet.
Oh, you guys didn't write it down.
Did you?
I know, I know.
But Bill did.
No.
Oh, damn.
He knows.
I know.
OK.
I think I gave him the benefit of the doubt
and said he'd be out.
Oh, and I said he wouldn't.
I'm the pessimist.
And we were all right.
Huh?
We were all right.
Because we were all right because I had said, no,

(21:41):
I'm confident he's going to be out at noon.
You were like, no, he's going to take too long.
Liz was like, no, he'll be out on time.
Yeah.
No, she said he'd be out early.
She's like, he's probably going to dip for like, oh.
No, no.
That was Gwen that said he was going to dip out the stairs.
Yeah.
So I rolled down there at 1230 because I'm like,
I'm going to give him the benefit of the doubt.
As I walked by the room, this dude is profusely sweating.

(22:02):
From packing.
It is just drip.
No, he is frantically throwing shit in his car,
just getting stuff.
He's like, I'm so sorry.
I'm almost out of here.
And he's throwing stuff in his car.
I'm like, OK.
You're going to beat him or something?
I think that's what he thought was going to happen.
You walk up there all like.
Collecting a debt.

(22:23):
So what time did you leave by?
It was about 1230.
But we had talked about the fact that his service dog,
quotes, unquote, probably wasn't a service dog.
So after he is gone, went into the room,
he had locked his service dog in the bathroom more often
than not.
There was urine on the floor.
There was dog poo on the floor.
Gross.
Yeah.
Scratch marks or no scratch marks?

(22:44):
No, the dog didn't claw out the door or anything.
Just used it for facilities.
Yeah, but it's like, so really was this a service animal?
No.
That's sad.
More like a prisoner.
Like a review or anything?
No, not yet.
We're going to get a nasty review that my whole team
is laughing about.
Effective immediately.
Effective immediately.

(23:06):
This might make it or not.
RGM is awesome.
She's not a people person.
Oh.
She, OK, she can be.
But I don't know if she's just been out of it for so long
that she almost never deals with guests.
She deals with owners.
She deals with, she's negotiating.
She's doing that.

(23:26):
She has people to handle the guests.
I handle.
I never, ever let anything get to her.
It was a busy day, but not crazy, normal busy.
I had just gone to the kitchen to follow up
on a room service order that hadn't been delivered.
My desk agent is at the desk, and the other desk agent
had run up to deliver an amenity.
So at this very brief moment in time,

(23:48):
there was only one person at the desk,
and there was a line of probably about three people.
My GM leaves her office, which is
like around the corner from the front desk.
So it doesn't look like you're coming from the front desk
and walks down the hallway.
She's heading to the kitchen.
She gets stopped by a gentleman.
He's like, hey, you work here, right?
And she's like, yeah.
And he's like, quick question.
How come everybody else is hard at work

(24:09):
while you're just walking around?
You couldn't help anyone out?
No.
She flipped and literally looked at him sideways and said,
excuse me, who are you?
He's like, oh, I'm blah, blah, blah.
She's like, uh-huh, well, I'm the general manager.
And if you have any feedback, I'd
be more than happy to pass that along.
But the questioning what I do and what I'm doing

(24:31):
is none of your business.
And went off on him, just like, uh, uh, sorry.
And runs away with his tail between his legs.
And she comes into the kitchen just fuming.
Because I'm standing there talking
to the restaurant manager.
And we see her coming in.
You just basically see steam coming out of her ears.
And we're like, you good?
She's like, you're not going to believe what
this asshole just said to me.

(24:53):
And we're like, what happened?
And she told us.
The restaurant manager's job was on the ground.
And I'm just laughing because I could see it and see
her losing on this guy.
And I'm laughing.
I'm like, oh, that was good.
And then I leave, go back to the front desk.
Make sure everything's good.
And I go back.
And I sit down.

(25:13):
And my front desk agent comes back.
She's like, oh my god, you're not
going to believe what just happened.
And I'm like, what?
She's like, Mr. Smith.
Mr. Blueberry.
Mr. Jerry Blueberry came up.
And she's like, he's a really nice old guy, right?
I'm like, OK.
I don't know who.
He's such a really nice old guy.
But he's a joker.
I'm like, OK.

(25:34):
What happened?
And she's like, so he came up to me.
And he goes, hi.
I just have a question.
Do you know where your general manager's broom is?
Oh.
The broom?
Oh.
And my agent looks at him, kind of confused.
She's like, what?
And he's like, the broom.
The broom she rode into work on today.
And she was like, oh.
Uh.
Uh.
And doesn't know what to say.

(25:55):
And goes off.
He's like, she is the biggest.
I don't know.
And going off.
He's like, she just went off on me.
I was just kidding.
And brr, brr, brr, brr.
And the agent just kept apologizing.
I'm really sorry.
So uncomfortable.
Sorry.
Yeah.
Yeah.
So then right after complaining to me about my boss.
Yeah.
What are you supposed to do?
And I was like, I can't offer any compensation

(26:17):
because she won't approve it.
She's like, it was really awkward.
I just kept apologizing.
I didn't really know what else to do.
That's all you can do.
And she's telling me, and I'm laughing,
because I can kind of see both sides of the coin, right?
Because now you're hearing the guest perspective.
But then you just heard your boss's perspective.
Totally.
So you're in the middle.
And if I'm putting myself in that situation,
if I had been walking in a guest and said that to me,

(26:37):
I wouldn't have thought it was a joke.
I would have been mortified.
But I wouldn't have gone off on him.
I would be like, I'm on my way to do something important.
But can I help you?
Yeah.
Do you need help with something?
What's going on?
I probably would have said that.
I probably wouldn't have gone off on him.
But at the same time, was that appropriate from the guests
to say that?
No.

(26:58):
You don't know people.
Random strangers.
You don't know their sense of humor.
And if it actually truly was a joke, is that appropriate?
So I could see both.
I could see the flaw in both.
You can argue both sides.
Totally.
But at the same time, it's me.
So I just laughed at both.
Why is it that every hotel has one of those guests?
Literally.
Oh, I was going to say one of those managers.

(27:19):
Me too.
Both.
Both.
Could be both.
No problem ripping guests into shreds.
Yeah.
But we're kind of waiting for that survey to come in.
You need to update us.
If the survey comes in, I will take screenshots
and be here the next.
Because it was a group that fully was going to take a while
to close before it hit surveys.

(27:40):
But I can't wait.
Was it a church group?
No.
Old people group.
Were the Elks back?
It was basically version two of Elks called the Lions.
Oh, OK.
So these people were more mellow than that group.
But Elks are just drunks.
Yeah, so these people were less.

(28:01):
They still had a party suite and stuff, but less bad
than the Elks.
No blenders in the lobby?
They knew.
No blenders in the lobby.
They knew to book a suite and have their parties upstairs.
And they did.
They took my advice.
We didn't get any noise complaints.
We're good.
They didn't steal my chairs from the lobby again.
Lick any glasses?
No.
Request any tables?
No.

(28:21):
Actually, yes.
And they paid for them.
They gladly paid for them?
Yep.
OK.
We like them.
So they didn't remember that.
Because I don't remember if you guys remember.
We'll welcome them back.
When the Elks came, they asked about chair rentals,
but then they didn't want to pay the price.
So they stole my lobby chairs in the dead of night.
So I'm not kidding.
The verdict on your story, the guest
was a little inappropriate asking that question.

(28:44):
But I think your manager was also
inappropriate in responding the way they did.
It's possible.
It's possible.
But I mean, we've all had those days where maybe caught
someone in a bad moment.
I can't say I wouldn't.
But you're guest-facing in that moment.
The minute you come out from those bad offices.
It's true.
They're on stage.
I have to agree with Liz on that one.

(29:06):
There's a certain level of composure.
You have to be ready to be approached.
Or like you said, I mean, I guess you could defend yourself.
You know, just be like, yeah, I'm going to go do X, Y, and Z.
There's that many other.
You don't need to explain yourself to a guest,
but at the same time.
But how can I assist you right now?
I think you ask for clarification
on whether they're just being funny or joking,
or they truly do need assistance with something.

(29:28):
There's hindsight.
But I just can't wait to get that survey.
Or just how can I help you?
Look at them with a look and be like, how can I help you?
Exactly.
What's going on?
You can still be sassy.
Or like when they chase you out to your car.
Yeah.
Yeah.
I think all of our listeners need to hear about that story.
Bring it.

(29:48):
This is a couple of weeks back.
I'm leaving.
I'm like at my car.
My door is open.
Throw my pack in the back.
Guy comes up to me and goes, yeah,
you're the general manager, right?
Yeah.
I'm not once I walk out that door.
How can I help you as I close the door to my car?
What can I do for you?
He goes, yeah, well, I booked a room, and I need to cancel it.
But they're telling me that I can't cancel it.

(30:09):
That sucks to suck.
And I said, well, when did you book it today?
Now, spoiler alert, I know some of the background on this
already.
Oh, love that.
So I knew that the guy had booked the room the day of.
And the guy had booked the room early in the morning.
So it was day of reservation, day of check in.
So I said to the guy, I said, well,
when did you book the room?
I know.
I'm just playing dumb.

(30:30):
He goes, well, today.
OK, and did you already check in?
Because I already know he did a mobile.
He says, he says, yeah.
And I said, so you made the reservation today.
You checked in this morning.
You took possession of the keys.
So effectively, you took possession of the room.
And he goes, yeah.
And I said, and I know that that was done before noon today.

(30:52):
And it's already after 5.
You've got to be freaking kidding.
So.
Golf.
Yes, you would be held accountable to the cancellation
policies of the brand.
Yeah.
And he kind of looks at me.
He goes, I didn't want to do this.
He's like, but I'm a Blueberry Elite.
No.
Now, you catch me getting into my car.

(31:13):
OK, I don't give a shit.
So I looked at him, and I said, so you
understand that we have policies so that we ensure that we treat
each and every guest the same exact way.
He said, yes.
And I said, you want me to do something for you
that's outside of policy simply because of the level
of your rewards membership.
He's like, yeah.
Am I reading this correctly?

(31:33):
You want me to break the policy just because you're
a Blueberry Elite, right?
Yeah.
I said, you know what?
Because you admitted it and you're honest,
let's go into the front desk, and we'll
have a conversation with him.
Yep.
So I go walking in.
Here comes Stippy Doo.
You gave him what he wanted.
Yes, tail between the legs.
I still would have told him to go himself after that.

(31:55):
OK, but we need to pause and rewind.
Why was this guest following you to your car?
I don't understand how he and how
did they know who you were.
Yeah, it's because the front desk was like, oh, yeah.
That's the GM.
He's going.
There he goes.
No way.
They dined you out?
Straight up.
So then you almost, by refunding his night,
you threw it in their face.

(32:15):
You're going to do that?
I'm going to give him exactly what they want.
Don't do that.
Kind of a twofer.
OK, that makes sense then.
I would have done it.
There's some coaching that needs to happen
with your team.
Tell me that there was coaching.
If they see you walking to your car,
they're gone for the day.
That's no respect.
It's still better than the night auditor that gave out
my phone number at 2 in the morning.
I totally agree with you, though, wearing the uniform,

(32:37):
because I do that numerous times a week as well.
I am in my staff's uniform.
So if I'm out in the operation, I don't stand out.
Stand out, yeah.
You still stand out.
You're like a six-foot blonde.
You're so are my entire team.
Oh, stop.
You tower over them all.
Yeah, I do.
I do.

(32:57):
You're 12 years old.
The only time I wear a different, I mean,
my uniform is like a polo and pants with pockets,
drawstring, elastic waistband.
It's phenomenal.
And a polo, the only time I wear it.
You say elastic waistband?
It's an elastic waistband, yeah.
OK.
I don't tuck in my shirt.
I'm not that fancy.
I live in elastic waistbands.
I don't wear it.
No, you wear it as buttons.

(33:18):
Uh-huh.
You know I wear pants now, they stretch.
You buy the ones that stretch.
These are called maternity pants.
No.
Get a pregnancy test.
No.
You might need them.
No, that's like now, that's all the pants I buy.
I don't buy anything with a button.
Yeah.
Ew.
Ms. B, can I test though?
My pants look nice.
Your pants look great.
For my role, for my role.
The only time I will.

(33:39):
I just work in my pajamas, so I don't know.
So you don't even know what work pants look like anymore.
You don't even know.
You just don't even know.
They wear elastic, they have elastic waistbands now.
Yeah.
And you buy them on TikTok.
TikTok shop.
Yup.
I'm a little bit of a dress.
But the only time I will.
Brought to you by a TikTok shop.
I will wear different color polos is in the summer.
So like Friday, Saturday, Sunday is in the summer.

(34:00):
And when we're busy as hell, we're just all on the pool deck
doing laps.
I will wear bright red, bright purple.
So my staff.
See, stand out.
Can see me and be like, ooh.
There she is.
Liz is over there.
The six foot blonde is not a good enough description.
Not when you're in a sea of like 200 people.
And like there are 10 of us wearing gray polos.

(34:22):
And like cabanas.
Can I talk to your boss?
Yeah, it's the Amazon over there.
The glamazon.
I have been called.
Yeah, that's happened.
I know.
And a new rule, obviously use radios.
100%.
No, not anymore.
No radios?
No.
Bill?
Do you have to wear earpieces?
No.
So that is a new standard on property.
I love them though.

(34:43):
That's my favorite standard.
You have to have earpieces for the longest time we didn't.
And they just blared on you.
Yeah, it was great.
No.
Especially my staff.
Like I said, 10 of us would be on the pool deck
and our radios would just be like.
Oh my god.
I'm just really looking forward to this summer
when we're all like just talking ish in our earpieces
to each other.

(35:03):
And be like, do you see Miss B over there
in the bathing suit she's wearing?
Like I can't wait.
Just be careful because there will
be somebody somewhere in the hotel that doesn't either click
it in all the way or doesn't have it on.
And it's going to broadcast.
Or isn't aware of their surroundings.
So my channel is only my team.
We have our own channel.
OK.
But it can still, like he was saying,

(35:25):
if it's not plugged in all the way, it'll still broadcast.
I would always have codes for like the different cabanas.
Well.
Or like.
Oh, different codes.
We need codes.
Yes.
I shared the 5588 story a long while back.
Yes.
Hot chick.
Hot chick at the pool.
So you're going to have those.
I'm going to teach my staff that for sure.
Yes.
So you're going to hear people come up with codes.

(35:46):
It's either going to be some sort of an audible code
or like just mic clicks or something.
Yeah.
Or no, the chirping.
Yes, I just do mic chirps.
Yeah.
Oh, it's going to be great.
There have been so many times I have to tell my male team
members like, dude, put your sunglasses on so I
can't see where you're looking.
It's like, don't be so obvious.
Don't be so obvious.

(36:07):
Like looking at the very attractive women.
Wear your sunglasses.
Preferral vision.
And don't move your head.
Your sunglasses are uniform for a reason.
I need to be facing you, but I'm looking over there,
and I'm looking at something else.
Your whole head doesn't have to turn with them.
These kids, man.
They'll learn.
Horn dogs.
They're so cute when they're young.

(36:28):
They're adorable.
True to hat.
OK, any whoosie?
I've got my guy from Monday.
Oh, I want to hear.
He's my A-hole of the week.
Let's go.
Once again, what's the fruit level?
Blueberry.
Blueberry Elite.
It's always a fucking blueberry.
Always.
So I'm in the lobby, and this guy comes to the front desk,
and he's talking to one of the agents, and he's pissed.

(36:49):
What I hear him say is, they're 450 feet away.
OK.
My desk agent says, well, that's pretty far.
And he starts to kind of lose his ish.
And at this point, I don't like the way he's talking to her.
So I interject, and I said, well, actually 450 feet
is kind of far.
It's a football field and a half.
Where we're at right now, that could be the shopping

(37:10):
center next to us.
It could be the freeway behind us.
I was literally going to use that same.
450 feet is a good distance.
Now, that gets her away from him.
He comes, and he starts dealing with me.
And he starts yelling at me.
And I said, look, I don't even know what your issue is.
All I see is you yelling at my employee the way you are.

(37:30):
He goes, your employee?
I said, yes, I'm the GM.
How can I help you?
So he says, I hadn't checked out.
Your people went to the room and started cleaning my room,
and my headphones are missing.
I said, OK, so let's start at the top
like you were just coming to me and not having spoken to her.
What's your name?
Give me some background information.
So he's giving me all of his details.

(37:51):
Pulls up his phone again.
He says, look, right there.
It shows that it's 450 feet away.
My headphones are somewhere here on this property.
And your people took them.
Oh.
OK, we're going to have one of those moments.
Jeez.
So I'm asking him where they were in the room.
Where was the last place you saw them?
He checks his phone again.
I said, oh, look, now they're 150 feet away.

(38:12):
They're moving.
One of your people has them.
And at this point, two of my other managers
come back through the door, and they had just
returned from the laundry.
They were checking to see if they had been caught up
in the sheets or something.
So I asked them if they found them.
They said no.
And I said, well, when you were checking the bins,
did you lift that little platform
that goes in the bins?
They said no.
So I said, you know what?
I'll go check the laundry.

(38:33):
So as I'm leaving the front desk, about to head out,
the guy comes to me again.
He goes, see, they're on the move again.
I was saying, 50 feet away.
What the heck?
And I'm looking around the lobby going like, what's moving?
Nobody's entering or exit.
Nobody's moving.
Yeah, it's just us, dude.
I'm like, well, you know what?
I'm about to head to the laundry.
You're welcome to walk with me.
I want to verify one other thing, et cetera, et cetera.

(38:54):
So as we're walking down there, the guy is just belittling me.
All you're doing is stalling.
You're protecting the hotel.
You're protecting this.
You're protecting that.
You're protecting the employee that stole my headphones.
And I looked at him.
I said, no, that's not what I'm doing.
We have a process.
We're going to start at the beginning.
You've shared this information.
We're trying to.
And he cuts me off.
And every time I would start to talk after that,

(39:15):
he would just cut me off.
And at one point, he's like, I wish you just
talked to me like a man.
Let's go.
And I said, we're doing everything we can.
You came to us with this 20 minutes ago.
I'm like, what do you want me to do?
I'm like, I'm not going to run out and buy you
another set of headphones right now.
What are we going to do?
We're going to start going down the list of places
that it could have possibly been.
I'm like, my team's up in your room right now,
flipping the room, checking behind furniture,

(39:37):
under the bed, whatever.
Be a grown up.
We're going to the laundry to check it again.
I'm like, what more do you want me to do right now?
He's like, oh, look, my man, it's 2024.
There's technology.
People can't be having this petty theft.
And I'm like, what?
And he's like, yeah, all this is tracked.
I'm like, OK, well, where are the headphones now?
And he pulls up his phone.
He goes, it's showing zero miles.

(39:59):
So it's like, what you're telling me is we've gone from 450
to 150 to no feet and now to no miles.
And he goes, yeah, I'm like, how is that technology working out
for you?
And how did the guest like that?
He did not.
But I'm fulfilling his request of what?
Speaking to him like a man.
So we checked the laundry.

(40:20):
There's nothing there.
We're heading back.
He keeps talking about this.
God, technology.
Technology, technology, technology.
We get back to the front desk.
And I'm like, can you check your phone again
and see where it says that the headphones are?
He opens it up.
He says, now it says five feet.
I'm like, five feet is the distance between you and I.
And I don't have them.

(40:40):
What does that say to you?
It's just us.
Did you steal the headphones, Bill?
Where is this person that should have stolen your headphones?
He goes, well, I don't know.
We left.
And these people are walking around.
I'm like, have you checked everything?
Have you checked your luggage?
Have you checked your pockets?
Have you checked your car?
Have you checked your personal belongings?
Yes.
I'm not stupid.
Technology and blah, blah, blah, blah, blah.

(41:01):
I'm like, let me get your contact information.
If we can't find it, I will contact you in the morning.
We'll go for the next step.
He's all pissed off, but fine.
Whatever.
Day is over.
I go home.
I come in the next morning.
My message light on my phone is flashing.
I pick it up.
Isn't that every day for you and your role?
Yeah.
Pretty much.
I pick it up.
Hit play.
It's that guy.
Hey, man.
He says to me.

(41:21):
No, no.
He says to me, you know, Mr. Bill, I'm calling to apologize.
Yeah.
They were in my pocket.
Egg on my face.
They were in my pocket.
In his pocket.
Oh, I called it.
In his pocket.
In his pocket.
In his pocket.
Motherfucker.
How do I know?
Because he had been talking nonstop
about how he had to catch a flight.

(41:43):
He found them in his pocket when he went through TSA.
That's when he discovered.
They lit up the thingamabob.
What is that called?
The metal detector.
Metal detector?
Yeah.
Words are hard.
And they were like, sir, you have something in your pocket?
Yes.
Oh, I can't believe he actually called, admitted it, though.
I am so stoked that he did.
Admitted it and apologized.

(42:04):
That never happens.
No.
How do you not check your pockets?
Literally.
Well, the irony, the whole thing for me,
is the fact that he kept going back to technology.
Technology, technology, technology.
450 feet.
How's that technology working for you?
Like, what?
Not only that, but they're in your godfucking pocket.
Yeah.
Oh, my god.
So every time we were moving around the hotel

(42:26):
and the signal was moving, it's because he was moving.
When we're standing in the lobby and they're five feet away,
it's because they're in your pocket.
Oh, that's amazing.
So when you said five feet, I thought, oh, they're
probably in his pocket.
Literally, that's where my brain went.
But I thought, no way.
Oh, man.
I don't know if my A-hole of the week can match up to that.
Any whoosie.
That's a great story, though.

(42:48):
Bring your B-hole of the week.
All right, Ms. B's B-hole.
And this is actually of the week.
You have to finish up the phrase.
If you don't finish the phrase, people
are going to think you're talking about the guy that
was in the lobby this morning.
No.
My first thought was like she was forcing her OnlyFans on us.
Oh, my god.

(43:09):
I do not have an OnlyFans.
Sorry, listeners.
Girls got to pay the bills.
God.
I don't know if we could fit any more sexual innuendos
to this episode without actually trying
to make sexual innuendos.
Challenge accepted.
We're already fitting them in right now.
Oh, are we?
Based on the magnum, the girl at her hotel would have to go.

(43:30):
Her hotel.
I'm sorry.
Is that a letter, I see?
No, these are my notes.
OK.
Damn.
I thought it was a guest letter.
I'm sorry.
I don't think I have one this week.
But I have an interesting story.
Started at the desk.
And I happened to be there at this time.
I was talking to an agent.
And a guy approaches the desk and gets a little irritated

(43:51):
with the desk agent.
So I step in to listen, make sure I'm
there to provide support.
And he's upset.
He's like, you just checked me into a room,
and it's occupied.
He's like, so you need to give me points.
And I was like, hold up.
I'm like, hi.
Let me help you.
What seems to be the problem?
And he's like, well, you guys just
checked me into a room, and it's occupied.
I'm like, that's odd.

(44:11):
Let me look into that.
And I look, and the room's VR in the system.
Granted, mistakes happen occasionally, right?
So I just apologize and say, I'm so sorry, sir.
We will definitely go ahead and look into that.
And I look.
We have no rooms ready.
It's literally 1030 in the morning.
And I was like, I apologize.
That was the only room I had ready in my system.
So what we're going to have to do is I'll check you out,

(44:32):
and then as soon as a room is ready, I'll give you a call.
He's like, well, that's ridiculous.
And I was like, well, I will give you points
because this happened to you.
And I was like, but keep in mind, check-in's at 4 o'clock.
And we were doing our best to get to an early,
but since there's not a room ready,
I'll give you 5,000 points for the inconvenience of having
to go up there and check into an occupied room.
But you are going to have to wait for a room to be available.
All right, fine.

(44:53):
So he goes and he sits down.
So I'm like, OK, so what happened?
So I asked the housekeeping manager.
I was like, hey, 1002's VR in the system,
but a guest checked in and said it's occupied.
He's like, that's weird.
He's like, I'm pretty sure it was VR.
I'm like, wait, what is VR?
Ready to go.
I'm like, oh, OK, that's weird.
And he's like, but I'll go check it out.
OK.
So he comes down.

(45:13):
Maybe 10 minutes later, he's like, hey, yeah,
1002 was occupied.
And I'm like, oh, that's so weird.
He's like, but they were really sketchy.
I'm like, what do you mean?
He's like, kind of shifty.
Like, I just didn't get a good vibe.
And I was like, interesting.
So I'm looking at my paperwork.
There's no one registered to that room.
So I'm like, I should go check this out.
And I'm walking up there.
And in my brain, I'm thinking, I'm like,

(45:35):
do I need to take somebody else?
It's probably just going to be a quick like,
Ah, Ms. B.
It's probably just going to be a quick like, maybe a desk
agent checked them in.
There was a room move.
They forgot to move it in the system.
Like, an error like that.
And I'm like, no, I probably don't need to call anyone.
But I'm walking the elevator and I see my chief.
And I'm like, oh, chief, since you're here.
Poor chief.
I know.
He's always the one.
Oh, since you're here, could you just go up with me to a room?

(45:57):
He's like, yeah, of course.
So we go up to the room.
And I knock.
And I can hear like, kind of shuffling moving around.
So I knock again.
And he goes, front desk.
And so they open it.
And they're like, yeah, we're on our way out.
I'm like, OK, OK, that's great.
But wait, who are you?
And I'm like, and I printed out my occupancy list.
And I'm like, I don't have anyone registered to this room.

(46:19):
So can you give me your last names?
Oh, yeah, yeah, it's Smith.
I'm like, OK.
And I'm looking on the list.
I'm like, yeah, there's no Smith.
Could it be under a different name?
Because I see multiple people in the room,
like somebody else's name.
And he's like, oh, maybe Jones.
And they're like, but we're leaving.
We're leaving.
And they're getting their stuff.
And they're leaving.
I'm still with my list in the hallway.
I'm like, wait, but I still need to.

(46:39):
My chief goes, oh, Miss B. And I'm like, yeah?
And he's like, I recognize them.
I'm like, you do?
In front of the S?
They're still in front of us.
And I'm like, you do?
And he's like, yep.
They did this before.
They are not registered to this room.
And he's like, they got arrested for this a year ago.
What?
And I look at them.
I look at him.
You guys aren't in this room.

(47:00):
They're like, ugh.
And they're leaving.
I'm like, how did you get in?
And obviously, they're not answering that question.
And they're just walking in the elevator.
And I'm like, what the?
That's the way they walked past you?
Yeah.
Like, what am I going to do?
Like, hold my arm?
Body block him?
I mean, I guess.
But it's so awkward.
It was super awkward.
And then you're just walking away from me, stealing from me.
They're walking away from me.

(47:21):
I can't do anything.
Yeah.
They're walking away with me to the elevator,
which I'm following them, being like, but who are you?
You're on mine.
You're not on the sheet.
And so I'm like, do I have a valid ID and credit card?
Not literally.
Literally.
So valid, right?
I look at my chief.
Should I call the police?
He's like, yeah.
And I'm like, OK.
I'm on my phone on the 10th floor.

(47:42):
And he's getting into the elevator with them.
I'm like, I don't want to be in the elevator with them.
That's a cage match.
You don't want to be in it.
I didn't get into the elevator with them.
And I'm on the phone trying to explain to the police quickly.
I'm like, OK, we have these people.
They're leaving.
They broke in, breaking and entering.
We need you guys to come.
And I'm talking fast.
They're like, OK, explain to me exactly.
I'm like, OK.

(48:03):
So.
And I explain the story.
They're like, OK.
And I'm like, but is somebody coming?
They're like, yeah, yeah, somebody's on their way.
I'm like, OK.
So I get into the next elevator.
I'm on my way down.
I'm still on the phone with the police.
And I get down just as they're getting out and walking out.
Music in the background.
So I get out of the elevator and they're walking out.
I'm kind of running behind them.
They go outside of the building.
They walk around.
By the way, this is when we were having a rainstorm,
pouring rain.

(48:23):
Oh, this is the one you texted me about.
Yep.
I did.
Nice.
And I'm walking in the pouring rain,
following these criminals.
It was two males, one female, all much taller.
I'm assuming they didn't park their car in the garage.
Nope.
They kept walking in the rain.
They're not going to have a car.
No, exactly.
And my chief stops at the overhanging thing.

(48:45):
And I'm like, come on.
We got to go.
He's like, what?
It's raining.
Why?
So I'm on the phone with the police,
following them in the rain, follow them around the building
until they cross the street.
And I'm on the phone.
Are you guys coming?
They're crossing Main Street.
They're heading past the subway.
They keep going.
And I stood out there and I watched them
till I could no longer see.

(49:05):
I didn't cross the street.
I stayed on the sidewalk by my property.
And I watched them till I couldn't see them anywhere.
I'm like, well, they're gone now, so thanks.
So we go back inside.
And as soon as we go back inside,
the police show up at our door.
And I'm like, oh, hey.
And he's like, yeah.
And I'm like, well, they went that way.
And he's like, we have a unit out there looking.
I'm just here to get the car.

(49:25):
I'm like, all right.
So I'm telling them everything that happened.
And I see him looking at my eyes.
And he's talking to me.
And then he kind of looks down at my chest
and then looks back up at me.
And we keep talking.
He looks down again.
I'm like, what the fuck is going on?
And so I kind of look down, shirt soaking wet.
Oh, no.
You're wearing a white shirt.
I'm wearing a white shirt.
No.
Like soaking wet in the lobby.

(49:47):
Yep.
I sure am.
Can I ask what color of bra you were wearing?
Not white.
Ah!
And I like.
Did you call him out?
Nope.
Of course not.
Was it awkward?
OK.
Because his look wasn't like, check it out.
He was kind of just like concerned.
He was like, you're soaking wet right now.
The eyebrows like, girl, do you know?
Like kind of like looks down.
And then it kind of like, I feel like he was maybe awkward.

(50:09):
And he was trying to give me a subtle look down.
Yeah.
And so I kind of continued talking and cover up.
And I'm like, I'm going to go grab my sweater.
And he's like, yeah, can we go up to the rooms?
And I was like, yeah, give me a moment.
Let me grab my sweater.
I'm a little cold.
Stop.
Did he say I could tell?
He knew.
He's just like, mm-hmm.
And so I go get my wrap around sweater.

(50:30):
And I'm like, OK, we're good now.
So you're wearing a dry sweater over wet clothing.
But my team is laughing their butt off.
Because as I'm walking towards them,
they can see what's going on.
They're like, oh.
And I'm like, shut up.
Nobody said anything?
They're laughing as I'm walking.
They hadn't seen because I hadn't come inside yet.
They literally, as I came back to the building,
the police was like there, showed up.
So I go grab my sweater, wrap up.

(50:51):
And then I get my master key.
I'm like, all right, let's go up to the room.
And we go up to the room.
And we check it.
There's no signs of force entry.
We go into the room.
And you could tell they left in a hurry.
They left behind a girl, a pair of booty shorts,
a pair of girls undies in the bathroom.
And there's these little plastic tags everywhere.
So you know the kind of tags that are on clothes?

(51:11):
Like that beep when you try to steal it?
Tons of those.
And they're all melted off.
It looks like, yeah, like black.
Amateurs.
They're melted off.
Get the tool.
You get it on Amazon.
No, you don't even need that.
I could teach you how to do it.
Oh, god.
Because we need to be thieves up in here.
But yeah, so those are melted off everywhere.
In the outlet, I don't know what they did to the outlet.

(51:32):
But it was all burned and burn marks on it.
I'm like, what the shh?
And reeked of weed, obviously.
And just the room was disheveled.
The sheets looked like they definitely
stayed there the night.
Any weed sticks?
I was just going to ask.
They took all their weed sticks.
But it reeked.
No magnums.
And they weren't that safe this time around.

(51:53):
Two guys and a girl.
They were like, eh.
Yep.
But so I'm walking around the room with a cop.
I'm like, oh, well, they stole from a store.
There's a bus pass.
So they don't have a car.
They're taking public transportation.
And we're just walking around the room.
He's like, oh, you're good at this.
I'm like, did you have your detective
hat on?
I should have.
I wore my megaphone.
She was focusing on covering her headlights.

(52:13):
Seriously.
And then by the bed, there was a stack of room keys.
Like, that thick.
I don't know, few inches.
Bill, how many inches is that?
Why are you asking him that?
Sorry.
Bill, no.
He's going to lie?
Three and a half.
Man math.
So there's like a stack of room keys.
And he's like, oh, maybe they use one of these to get in.
I'm like, there's no way.
They got a stack of room keys that thick

(52:34):
and just had the patients to test them on every single door.
I was like, no.
And our elevators only go up to the floor
that you have a key for.
The key only works for your specific floor.
And I was like.
So that helps, their process of deduction.
Yeah.
So I said, there's only two ways they got up here
on the 10th floor.
So somehow they got into the building and took the stairs up.

(52:56):
Or two, they were with somebody when they got off this floor.
So they just followed someone into the elevator,
got off on the floor they're on.
He's like, oh, OK.
So we had our guesses.
But I told him, I was like, we're not
really going to know for sure until we do a lock interrogation
on exactly how they got into the room.
So the police had left at this point.
We're still investigating how they got in, right?
And what route they took, all that.
So my chief had pulled up the footage.

(53:17):
And it looks like one person entered the lobby,
went out to the pool area, opened the pool door,
and let them in through the pool.
And then someone went in, somehow got up to a floor, right?
And must have followed someone up the elevator,
because we didn't have a camera for that part.
But they went to the fire stairwell
and let them into the fire stairwell by the pool.
They've done it before.

(53:38):
And so then they went out.
They were arrested there a year ago.
Yep.
And my food and beverage supervisor walks by.
I'm like, hey, are the police still here?
And I'm like, no, they're not.
He's like, oh, darn.
And he's like, what are you guys doing?
And we're like, oh, we're looking at the people.
And he walks in and he's like, no, let me see you.
And he's like, wait a second.
Those are my Dine and Dashers.
And we look at him.
We're like, come again?
And he's like, yesterday morning, there was three people.

(54:00):
Two males, one female, and described them.
And I'm like, yep.
And he's like, they came into the breakfast buffet,
loaded up plates, and walked out with the plates.
And I'm like, oh my god.
And he's like, we chased them off.
I'm like, whoa, they came back.
Did you not think about including that on your
In the Shift report?
Emoji report.
I didn't see that.
And I was like, good to know.

(54:20):
So then I was compiling.
That's when they like, staked the place.
Yep.
That's when they figured out how to get in.
Probably.
So they dined and dashed that morning, were chased off,
came back, sneakily got up, got into a 10th floor room,
and the rest is history.
Is that your highest floor?
No, 12th.
Well, I mean, pretty high, though.
Yeah.
They got as high as they could.
And more ways than one.

(54:42):
Ooh.
Very true.
Nicely done, Liz.
I got one more.
Let's wrap it on this one, though.
OK.
Take us out, Ms. B.
OK.
So just on this theme of just, I guess, disruptive, destructive,
just all these different guests who are not
our ideal kind of guest.
I had a situation this last week where my chief,

(55:07):
we're best friends.
Poor guy.
I know.
He comes down to me, and he's like, hey, room 615,
I need you to charge them for a broken TV.
I'm like, ah, what?
Because I groaned, because I know how long it takes
to get those dang TVs in.
Oh, because they're super programmed and stuff, right?
Yeah.
And it's just like, they're not just ready to go pop in.
You just buy it at Walmart.
So I know I'm going to be out of room for a while,

(55:29):
and I'm just like, forking shirt balls.
And he's like, yeah.
I'm like, all right, how much you want me to charge?
He's like, $615.
And he shows me the invoice.
I'm like, OK.
And we charge it.
The guest has already checked out.
He checked out mobile in the morning.
I'm like, he'll call me if he's got a question.
I charge it, and I send him the bill,
because his email's on file.
I'm like, he'll call me.
And not an hour later, I get a call.

(55:51):
And I'm like, hey, it's the guy who broke the TV.
He's calling.
I'm like, of course he is.
That's why I answer.
I'm like, hi.
But he's like, are you the manager?
I'm like, I am.
He's like, I saw that you charged me $615, and it says TV,
broken.
He's like, I didn't break the TV.
I'm like, OK, well, the TV is broken.
And you were the last guest to occupy that room.
I said, you were there for three nights.

(56:12):
That room was not broken before you got there.
And when you left, it's broken.
So I'm charging you for the broken TV.
And he's like, well, it wasn't me.
How could I have broken it?
And I was like, sir, I wasn't in that room.
I don't know.
You were.
Did your chief engineer tell you,
what was broken?
He sent me a picture.
So I knew what it was.
Was it smashed or?

(56:32):
In the bottom right-hand corner.
It looked like a single moment of impact
towards the bottom of the TV.
Oh, the old, like my guy that threw the remote.
Yep.
He's like, I've been in meetings and this and that.
I'm like, sir, you're saying all that.
I'm like, but the TV is broken.
He's like, well, when I turned it on, it worked just fine.
And he said, so you're telling me
the TV worked when you checked in?

(56:53):
He's like, yeah, because I turned on the TV
and I saw my name on it.
I'm like, OK.
So I did not rent you a TV that was broken.
I said, it's now broken.
And he's like, well, maybe when they were cleaning it,
they broke it.
And I said, let me send you some pictures, sir.
And I sent him the pictures I had.
And I said, OK.
In those pictures, is that the towel you left behind?
He's like, yeah.
Those are the keys you left?
Yeah.

(57:14):
And I said, the room hasn't been touched.
We came in, we saw the very obviously broken TV,
and you were charged.
He's like, well, when would I have had time?
I've been in meetings all day.
And then I went and ate at your restaurant.
And then went straight to the bar with all my coworkers.
And we were there until 2 AM.
When would I have time?
So you were drunk and cleaning your room.

(57:35):
And I said, sir.
And you might not remember.
And I was like, sir, again, I don't know how it was broken.
But.
And he's like, well, this is ridiculous.
I'm going to come by the hotel.
And I said, OK.
I don't know what you're going to do, but sure.
We can go look at the Breastfeeding TV together.
Go for it.
Let's do it.
And.
He does.
Not even an hour later, Mr. So-and-so is at the desk.
And I'm like, let's go.

(57:57):
And I go up there.
And so I'm like, hi.
And he's like, yeah, you remember me?
And I was like, I do.
And I'm like, do you want to go up and see the TVs?
Like, no.
I mean, the pictures find up.
I just don't understand.
Why am I being charged $615?
And I was like, well, that's how much the TV cost to replace.
And I was like, we didn't even charge you extra.
The exact amount, my chief went and ordered a new one.
And that is the amount of a new one.

(58:17):
I mean, I work in storage.
You're telling me you don't have TVs?
I'm like, absolutely not.
I said, I don't have a place to go store TVs.
You're telling me you don't have extra mattresses laying around?
We barely have two pack in place.
I know.
I was just going to say that.
No.
And I was like, maybe there are some hotels that do.
I said, we don't.
If you did have a backup, you're still going to charge him.
I know, literally.
But I told him, I was like, by the way,

(58:38):
I'm not charging you for how long the room's going to be out.
But this is just ridiculous.
I said, sir, if you want to dispute it with your bank,
you're more than welcome to.
I have the photos.
But the charge is not going anywhere.
He's kind of started to understand.
But at the same time, the charge isn't going anywhere.
You can't at least lower the cost.
I was like, no.
Yeah, I did.

(58:58):
I'm only charging you for the fricking TV.
Literally.
And that thing was out of order for a week and a half.
By the way, this is what it looked
like when they walked into the room.
So what day of the week did he check out?
Let's go.
Was the TV on?
Yeah.
The TV was on.
Oh, OK.
That changes my story.
Who initially reported it?
I don't know.
Maybe housekeeping turned it on.

(59:21):
This thing was dirty.
Then he left it on.
So he knew.
So he knew.
OK.
And here's another picture showing his towel, his keys,
his water bottle.
And you see the whole screen's damaged.
Oh, and it's not a desk mount.
It's a wall mount.
So it's not like he could have thrown the keys
at the base of the TV.
I only assumed it was a wall mount.
I just thought it was low enough.

(59:41):
That's a big TV.
OK, see, I don't know.
You think it's a 55?
Yeah, it's easy.
I'm not good at guessing inches.
Is it?
Fortunately for your husband.
Wow.
So he paid for that TV.
And so did all these other people who have charge, guys.
No charge back of yet.
As of yet.
It'll come.
So yeah, guys, it's been a week or so for me.

(01:00:03):
Don't cough too hard.
You might hurt the baby.
Oh, my god.
All right, team, should we wrap it here?
Yes, let's call it a night.
Thank you so much for listening and joining us.
Liz, can you give us our socials?
Yes.
You can find us anywhere you listen to podcasts.
Just use that search bar.
And you can find us on all social platforms, Instagram,

(01:00:25):
TikTok, Facebook, LinkedIn.
We're big on LinkedIn.
And if you have a fun story or just
want to share something with us, you can email us at og3attftsi.com.
That is og3attftsi.com.
And you can visit our website.
And what is our website?
www.tftsi.com.

(01:00:47):
I'm sorry, what was that?
www.tftsi.com.
Boom, done.
And we're out.
We'll see you in two weeks.
Mic drop.
celebrated