May 6, 2024 • 54 mins
Welcome back! Join hosts Bill, Liz, Gwynn, and Ms. B in the latest episode of Tales from the Service Industry, where a whirlwind of stories unfolds! Listen in as they recount tales of lost drunk ravers, ruined pool decks by Liz, a disastrous toilet mishap, Liz's journey to the dark side, and a guest whose amorous escapades spark a noise complaint. Get ready for a rollercoaster of service industry shenanigans!
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Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:00):
The ravers are never even that bad.
(00:11):
Sometimes they can be.
Do you want to know who's the problem with the rave?
Happen?
The rave staff are the worst.
Oh, I thought you meant the hotel staff.
Yeah, I was really confused.
The rave staff.
So we have a staff block and then we have like attendees.
The attendees are normally good.
Like we haven't signed the waivers, but it's like the staff that just think they're
like all that bag of chips and like they're above everything.
(00:33):
They're the ones that are we smoking in the rooms.
They're the ones that have to go up and like tell them to stop.
I'm going to kick them out.
This last time though, it was really sad.
There was this girl.
She showed up at like 2am.
She was completely obliterated, like drunk as a skunk and had no phone, no wallet, nothing
somehow got here.
And she was like, are my friends here?
(00:55):
And her friends just straight up left her.
And she was giving us her friends names and we couldn't find them.
So she basically slept in the lobby.
My team was like trying to help her track her friends down, but she was just so obliterated
that they couldn't get anything from her and her friends.
And so 7 o'clock the AM team comes in and they're like, what's that girl doing like sleeping
in the lobby?
And the night owner is like, yeah, I couldn't find her friends.
(01:16):
And they're like, did you call around to other hotels?
And he's like, uh, no.
So my AM gals because they have empathy.
So they call and they're like, look, I know you can't tell me who's staying there, but
half this girl, she has no phone, no wallet, no nothing.
Her friends just like abandoned her and she seems to think she's staying at this brand.
I know you can't tell me if they're there, but maybe you could let me know if maybe I
(01:39):
should send her your guys's way if it gave the name and the friend has given it was like,
I cannot tell you whether or not that guest is staying here, but maybe she wants to come
hang out over here instead.
We're like, got it.
Thank you.
So she ended up in a random hotel.
So she happens and like didn't recognize like this isn't the lobby I walked out of earlier.
(02:02):
Convention hotels.
I finished your story and then I have a story.
I'm going to jump in.
Go.
Go.
But so the girl sat there and at least we figured out, okay, we know where her friends
are and she started to like come to more and we're like, do you want us to help like
get you a ride?
And she's like, no, it's okay.
How did she get a ride?
The front desk agents were just going to spot her and get her an Uber and take her over
there.
(02:23):
Well, yeah, cause she didn't have a phone.
She couldn't call an Uber.
She didn't have anything.
And she was young like, and the front desk agents were pissed.
They're like, what kind of fucking friends does this girl have?
They just would leave her.
They were all mad for her, but she was all like, is this fine?
So they call the hotel and they're like, can you just transfer us to a room?
And the front desk is like, yeah, yeah, yeah, yeah.
Transfer to the room and my desk agents like, Hey, and they're like, hi.
(02:46):
And they're like, are you missing someone?
And the guy's like, Oh, no.
And he's like, you're not missing a friend by the name of and said the name was like,
Oh, yeah, we are.
And he's like, yeah, she's here.
Not too good of a friend.
Do you want to come get her?
Or do you want us to send her your way?
Oh, no, no, no, it's okay.
We'll get her.
(03:06):
We'll get her.
An hour goes by, still nothing.
And I couldn't nine.
I'm like, what's going on with the girl in the lobby?
They're like her friends, like just abandoned her.
They said they're going to come pick her up.
They haven't.
And so I was piqued.
And so I call and I'm like, can you guys transfer me to that room again?
I like, yeah, I transferred.
I'm like, Hey, so are you guys coming or not?
Do I need to come drive her over there?
Oh, no, no, we're coming right now.
We're coming right now.
(03:27):
And then they came and picked her up.
But the front desk agents were like telling us, grab it like, dude, you need to get better
friends.
This isn't okay.
Like you, you need to rethink your life.
Or were they just like rave friends?
That's my desk agents asked her like, how long have you known these people?
And she's known them like a while.
Since last year's rave.
But if she was that obliterated, like no one considered like, I don't, is calling 911.
(03:52):
Like I wouldn't do that to someone.
Unless they were being disruptive or something.
Exactly.
Like she wasn't, I heard she was just kind of like sad and quiet and just sat there like
waiting for someone to come find her.
How far away was the other hotel?
Five, six miles.
It's not in the downtown area.
It's like a little.
Got it.
Cause some brand hotels are diagonally close together.
(04:13):
Correct.
Could she walk?
Was not a walk.
I did for a period of time work at a convention hotel where there was over 16 branded hotels
within a couple blocks.
Anyways, it was during a very, very, very peak convention that this person showed up
at the front desk, completely obliterated.
They're like trying to get a key to their room.
(04:33):
And so they kept showing us like the keys to the room and this, that and the other.
And we're like, we don't not hear in this specific brand.
We all have the same keys.
Yes.
But the room number, however, was not something that we had at that hotel.
Long story short.
He ends up vomiting over himself, passes out just completely like mid conversation, mid
(04:55):
everything hits the concrete and he was so drunk.
Security came over.
We got him into the wheelchair.
My Bellman, he's like, I think there's a couple of different hotels that would have
this room number.
And there was one that he had previously worked at.
So he's like, let's call them first.
He calls them, figures out, yes, this is the person that is registered to that room.
(05:19):
This Bellman literally rolled him in the wheelchair to the hotel.
No.
Oh my God.
Can you imagine just someone passed out in the wheelchair like, could you imagine being
the front desk agent at the receiving end of the hotel?
Like why are you bringing this to me?
What is walking into my hotel?
(05:41):
Not walking, rolling.
If it was B issue, just look at him and go, no, no, no, no, not today.
What?
No.
Seriously.
But no, that is a common thing, especially in these highly concentrated like convention
areas because at the end of the day, they all kind of look the same.
And when you're not really paying attention, if it's your friends room or your family's
(06:04):
room or whatever, it's just a hotel's a hotel and you walk in and I think I have a room
here.
And if it's a specific brand and you're like calling a rideshare, it's like, sure, input
brand name and the first one that might pop up.
Yep.
So, it's a ride-to-air.
100%.
But do you know what's interesting?
Our hotels are nothing alike.
That's a select service.
We're a full service.
They're small.
(06:25):
We're big, but people confuse us all the time.
Oh, way to brag.
It's the brand.
No, it's just size.
Okay, size doesn't always matter.
But people confuse us because they go, yeah, you're the B brand.
We're like, yes, but on what street?
They go this street.
Nope.
That one's by the college and we're in the downtown area.
(06:45):
So yeah, what's that?
Should we, I don't know, maybe do an intro?
Yeah, I mean, now that we're several minutes and one story, well, two stories in.
Sorry.
Welcome back to Tales From The Service Industry.
I'm your host, I'm Bill.
Tonight, we have Liz, Ms. B and Gwen joining us.
Hey, guys.
Hi, team.
Oh, hey.
So now that we've primed the whole show.
(07:07):
They heard the intro music.
Yeah, they know where they are.
You still hurting the baby?
Yeah.
Bazing.
It's a forever cough, okay?
It is.
It is.
Is that what it is?
Yeah.
Oh, I thought you were just always somewhat sick with the toddler.
You know what's funny?
Oh, the little human Petri dishes.
(07:28):
Oh, but no, I have a permanent cough because my acid reflux.
On this episode, we discussed Ms. B's past medical history.
It's just not pretty.
Cut up on yours.
Oh, we have caught up on mine.
Yeah, fair enough, fair enough.
Oh, man.
But we're back.
I'm back, guys.
I missed you.
(07:48):
And we missed you, too.
You have no idea.
How was your time away from us?
Horrible.
Don't hold back.
One thing after another.
You were lacking your weekly therapy.
I was.
So I'm very happy to be back to get my therapy and my time with my guys.
We're back on the wagon.
Yeah, yeah.
We're back on the wagon.
Well, last we spoke, we were kind of in the beginning stages of spring break.
(08:13):
We are now at the tail end of spring break.
Yep.
Yeah, I've got some stories.
Yay.
So I don't know if I mentioned the pool deck resurfacing project.
Yes.
Remind me where I left that.
The last I remember was the pool deck being cleared, the pool closed, and some dude doing
laps.
(08:33):
Oh, yeah, yeah, yeah.
I think the resident side was closed, right?
Correct.
Okay.
Yeah.
So all of the lap swimmers and the teenagers sneaking into the hot tub.
Yeah, ruined the pool deck.
Oh, yes.
So Miss B, you're really familiar with the property.
So my side of things, the pool deck was getting resurfaced one week.
The other side of the properties pool deck was getting resurfaced the following week.
(08:57):
In the middle of spring break.
I will thought this through.
I will get into this because I had this exact conversation with a guest.
So hold on to that thought.
Okay.
Was it a schedule set by the previous GM?
It was not.
Oh, I would be surprised.
That was a very fair question.
No, it was just my attempt to throw her under the bus.
(09:17):
She's always under the bus.
She's being dragged under the bus constantly.
Really?
Are you happy with that?
In Bill's eyes.
Yes.
It does make me feel a little better.
So the resident side got the resurfacing done and then we had to rain the next day.
So the combination of all the things of people sneaking the pool, the hot tub and the rain,
(09:39):
the paint didn't get a full chance to like seal and dry effectively.
So I am there in the rain and I'm like, well, let me go down to the pool deck and see how
it's doing.
And there are not bubbles, but bubbles of water underneath the layer of paint.
And in some areas it's already cracked.
(10:00):
And I could just peel the corner and I'm peeling paint away from the pool deck.
But they're starting the other side, you know, three days later, it's currently Saturday.
They're going to start that on Monday.
So I take a couple of pictures.
I reported to my general manager, Hey, just want to bring this to your attention.
I don't really know what to do here, but like we're open.
So she affords that to the director of engineering.
(10:23):
And on that Monday, they not only close the other pool down for hotel guests, they close
a portion of my pool deck down.
And that is the entire side with access to the hot tub and restrooms.
Did they tell you?
No, of course they didn't.
Come on.
Sorry, I just need clarification here.
(10:43):
Okay.
No, I was just so you just walked in Monday morning and you're like, well, what's happening?
I walked in and the receptionist is like, Hey, so the pool's closed.
I'm like, what are you talking about?
No, it's not closed.
She's like, you're like, did you read the email?
I literally said, no, no, no.
Clearly we said like Saturday we were reopened.
And she's like, well, engineering is like down there.
(11:06):
So we closed the section with the hot tub access to the restrooms and access to, you
know, my staff has, funny enough, we call it a cabana.
It's a closet, but that's where we store extra towels, like things we need for boat
rentals, the keys, the maps, ice bucket.
Like it's just our catch all for the outside area closed.
(11:28):
No access.
You mean no, no, no, and no warning.
They're actively like grinding the paint off or like sanding the paint.
So the area is closed and mind you, the other pool deck is also closed.
So it's 25% of my pool deck that is not available.
(11:48):
But to the guests, that's 75%.
Of course.
Yeah.
So the boat rentals, it's 100%.
The boat rentals, we have to walk them down like the ugly alley.
It's a longer walk.
And it's not so pretty.
They're walking past like dumpsters and construction trucks.
It's not the luxurious waterfront property.
(12:11):
You're like, where the heck are you taking me?
It might feel like you're getting kidnapped.
Don't you think?
Yeah.
And we're the only pool deck open on property and it's finally good weather.
It's spring break.
We have a bunch of, what do you call it?
Is it transient guest?
Yes.
Leisure.
Leisure transient guest.
(12:31):
Look at me.
I'm learning.
I know.
And I turned into a resort pool attendant because I feel like I'm the only one capable
of having these conversations of providing a level of service.
Yes.
Hi.
Welcome.
My name is Liz.
I'm here to assist you.
What's your name?
What's your reason of stay?
So resort guests, we're using your pool.
Yes.
(12:52):
How much has changed?
This is so crazy.
Well, yeah, we can get into that.
God.
And I am like, oh my gosh, they're expecting, you know, five star service.
I have to bring them pool towels.
I will do, I will bend over backwards for them.
But in these interactions, I also have to explain.
I'm sorry.
So we have no hot tub.
We have no restrooms on the pool deck.
(13:12):
You can't order food.
You have to order room service because we don't have pool service yet.
So yeah, let me know if you need anything.
Bye.
But this is a long spiel.
And these guests are like, thank you.
So what do you have?
Thank you, I think.
So we finally, I'm like getting through the day and a couple hours go by and I get a radio
(13:33):
call.
Liz, I need you on the pool deck right now.
You're like pool decks closed.
Okay.
Copy.
Someone's demanding a manager.
I'm like, okay, I'll be down like in a second.
And this associate comes running upstairs.
Mind you, my office is of course indoors, but on the second floor in like a corner.
So it's a bit of a walk away from the pool deck and he comes storming in and he starts
(13:58):
like, you know, when you're yelling at someone, but you're not yelling at them.
You're yelling over the situation.
Yes.
Yeah.
Like you just need to yell.
He was just yelling at me and I had to tell him like, okay, we're in a public area.
Take it down and calm down.
Do you need a breather?
He's like, these people are just obnoxious.
(14:19):
They went over the tape and we're in the hot tub and I told them to get out and they're
so upset.
There's no hot tub and they demanded to talk to a manager and they're down there mocking
me.
So you need to go down there and handle it.
No, mocking.
I have no tolerance.
So I said, okay, I will handle it.
So I go down to the pool deck, but I do it slyly.
(14:40):
I'm like, let me put around, let me pick up a couple of dishes, dirty towels to pick
up.
I'm kind of assessing the situation, figuring out who these naughty guests are.
And there's a group of rambunctious teenage boys, of course, in the pool and my back
is to them and I can hear them yelling, Oh, is that the manager?
(15:03):
Are you the manager?
And I'm just like laughing under my breath at this and I turn and I'm like, hi, how can
I help you?
And then the mom spouts out and she's like, Oh my God, are you the manager?
I, and I kneel down to her level and I'm like, my name is Liz.
Like what's going on?
And she continues to hoot and holler that she would never stay at this resort on spring
(15:29):
break all the way from 45 minutes away.
If she knew we wouldn't have a hot tub available for her.
I go, Oh my God, I'm so sorry.
So I explain the whole situation.
This is what happened.
This got done.
Then that is getting done.
This week, but you know, we had to fix a couple spots here.
(15:49):
It was unanticipated.
I'm so sorry.
I wish I could help you.
I'm hoping it opens up tomorrow.
How long is your stay?
Yeah.
And she just keeps on, keeps on, keeps on.
And how much compensation do we think she asked for?
Her entire stay comp every single night because she didn't have a hot tub.
(16:10):
I would second that, but then additional punitive.
And you need to give me all my drinks for the weekend.
Okay.
Yeah.
Plus a comp night.
Okay.
My soul is cringing first of all because I think we've all been in those situations
when it comes to pools and communication with guests.
And even though it's on our website or the other way, we didn't know.
(16:32):
So like my soul is cringing because this really is unexpected.
Yes.
Um, welcome back certificate.
That's what you think she asked for?
I think definitely a night stay or two, but definitely a welcome back.
Like she wanted her next day comped.
Yes.
Okay.
So she had two rooms for a four night stay.
(16:54):
She wanted both rooms comped the whole week for a hot tub not being available for a day.
How many days had she been there up until that point?
That I don't know.
So I don't know if her listeners know.
I have no access to that.
I have no access to resort management information.
I do my best.
(17:14):
I just jumped in and tried to like give good service.
It's also audit season.
So everyone was like, that could be an auditor.
That could be an auditor.
So in the back of my head, I'm like, any of these people, like I'm not used to this.
I could do it, but I'm not used to it.
So we're, I'm continuing to talk with her and I kindly have to tell her, I empathize
(17:34):
like your frustration with the situation.
I have no control over compensation, but I would love to pass along your information
to the front desk management team.
I hate you.
Well, it's true.
She does it.
That's all I could do.
You really don't know, but you're like a director of rec.
(17:55):
So you still have a title.
You should be empowered in the club side.
Yeah.
I work on a different side.
It's like basically it's a whole different world.
It's crazy that there are resort guests in her area because they're crazy.
It's crazy.
It's crazy.
It's not a thing normally.
No, my area is not open to resort guests.
It's only club members, but it's since their pool was worked on.
(18:15):
Okay.
But like even if you're dealing with resort members, you still have empowerment to compensate.
No, no, I don't.
But if they're experienced, like, so what are you supposed to do?
I pass it along.
The best I could do was communicate their displeasure with someone who could do something
about it.
I'm sorry.
My mind is blown right now.
I can go over my job description.
How do you not demand that?
(18:35):
No, no, no, no.
How would you not demand that though?
I don't want it.
It's actually better since when I was there.
Like we almost like we didn't know anything about club.
Club didn't know anything about us.
It was like basically like two different distances.
No, it was two different properties.
Yeah.
I fully understand the properties and like the separation of the properties.
But when it comes to that level of leadership, you should have that sort of empowerment
(18:58):
to take care of both sides.
If you're caught in the middle of any sort of guest experience, resident or not, you
should be able to take care of them.
But on the other side of things, I don't want the resort messing with my boat rentals
and the reservations because I'm particular about it.
I don't want them signing up kids for swim team.
But there's just so much.
(19:18):
There's nothing to do with taking care of them.
I'm not supposed to take care of guests.
She's not even supposed to technically talk to them.
They're not supposed to be in her world.
Yeah.
She's on a private club, members only.
So I offer to share this guest contact information with someone who could offer her whatever
compensation they deemed fit.
Yeah.
(19:38):
So, Miss B, to bring back your question, why did we choose to do it during this time?
Bill probably already knows the answer.
So when you're resurfacing a pool deck, you have to wait for it to one, not be in rainy
season.
Two, the concrete can't be so cold at night when it's curing.
And three, you don't want to be like so, so, so hot that it dries too quick.
(20:01):
And since both sides agree that, okay.
Spring break it is.
The club members use one pool.
We would just shimmy the pool that we would always have one available for everyone to
use.
And unfortunately, we had to redo some of my pool deck.
So I went along and wrote my little report email.
(20:23):
Front desk managers.
And I CC their manager and I CC my manager.
And I said, Mrs. So-and-so would love a call back.
Thank you.
Okay, let's take another guess.
What do you think the front desk manager offered her as compensation?
I hope they offered her dinner in the restaurant.
Okay.
That's not a bad guess.
(20:43):
That's what I would have done is what I'm saying.
If they, that whole thing, I've been like, look, this is what I can do for you guys.
I'll go ahead and give you and your family dinner in the restaurant tonight, but there'll
be a Jacuzzi available tomorrow.
I apologize.
Your afternoon was inconvenienced, but there'll be something available tomorrow.
Yeah.
Or like maximum pushback, one night comp.
Okay.
But keep in mind.
One night comp on one room.
Keep in mind, that's probably like 600 per room.
(21:03):
No, I know.
I know.
But I would think one night max.
So we don't know the length of stay.
Four nights per room.
Oh, four nights per room.
But how many nights they had already been there is the question mark.
I can assume since they were like baffled that we were doing any construction.
Probably their first.
They had either been there one night or checked in that day.
(21:24):
I would do one each luxury.
It's one night.
I wouldn't future compensate them and be like, Oh, well, we'll give you the remaining six
nights.
I think you guys are so generous.
She's making up a reason to like fish for compensation because we didn't have a hot
tub.
This is how we've been groomed.
This is how we literally in the middle of the conversation.
(21:46):
I thought of you guys and I was like, this fishing for compensation.
That's what they do.
So we offered $100 credit per room.
Oh, I love that.
So it was just a credit on their bill.
So I was able to leave the conversation with them pleasant with our interaction.
They weren't pleasant at that their entire stay, but they were like, thank you for coming
(22:10):
down here.
Like, you know, we appreciate it.
And then a server is walking behind them and I go, ladies, what are you drinking?
Mojitos?
Margaritas?
This next round's on me.
I just looked at the server and I was like, just call me, just call me.
This whole thing we were just talking about and the concept of fishing because of a truly
minor issue.
I mean, the hot tub is going to be back the next day.
(22:33):
You know, it's like the story that Ms. B shared about the guy that broke the TV and then disputed
the TV.
How do you break something that expensive and then just expect that there's no penalty
for it?
You know, I truly don't know.
Do you have a follow up?
There's no huge story, but just more of a little dude.
(22:55):
We had a guy this week that broke the toilet.
Wait, what?
Shattered the toilet.
Like, we don't know.
Is he okay?
Was it like which part was shattered?
That's a great question.
So you know the back part?
He must have just slanted back.
Oh, so just the lid.
No.
(23:16):
Oh, the lid against the tank.
Yeah, that whole tank thing.
Crack to shit.
He was just like leaving him back and getting coffee.
No idea what he did or how it was possible.
Was he traveling alone?
Yes.
Who's drunk?
Why did you ask that question?
I mean, you know, people.
Rowdy.
But so you thought they were doing the nasty on the toilet?
In the bathroom.
(23:37):
Oh, in the bathroom.
And like someone fell?
Could have been.
But wait, it's not somebody else.
Living up or down?
Did the toilet?
If you're lucky.
But so the housekeeping report is they're doing stay over service and they're like,
dude, this toilet's destroyed.
He didn't report it.
No.
And they see the toilets broken and my assistant manager, we were like kind of doing a passing
torch.
(23:57):
You know, I was leaving.
She was coming in.
We there for a minute.
I'm like, oh, that's all you girl have fun with that because she's like, I can't just
accuse him of breaking the toilet.
I'm like, why don't you just start by just calling saying, Hey, this is what we noticed
in your room.
We just want to make sure you're okay.
You're not hurt.
Yeah.
And she's like, do you require medical assistance?
How that happened, bro.
And so she doesn't.
(24:18):
I'm sitting there watching and she's like, hi.
Like, you know, the housekeeping reported that the toilet, what's it called?
The tank tank.
He's like, was completely cracked and completely and we're like, we just wanted to call to
make sure you're okay.
You know, she did all that.
And he's like, I'm fine.
It was like that when I checked in.
I thought you guys knew.
So I didn't report it.
I didn't do that.
(24:39):
She's like, okay, okay.
She's like, I was just asking if you were okay.
She's like, cause yeah, we didn't see that before and that's definitely something housekeeping
reported, but you know, we're just making sure you're all right.
And you know, so, so are you going after him for, okay.
So when he checked in, there was water all over the floor from the.
Exactly.
Exactly.
(25:00):
So we're like, uh-huh, but we didn't charge him, but we were just like, okay.
And you know, it is what it is.
Is that like a common expense for broken toilet?
No, I've never seen that.
So he was going at it.
I don't know what he was doing.
He really had to go.
There's an emergency.
I've, okay, we've all had emergencies here.
I've never smashed a toilet tank.
Good God.
(25:21):
I would totally judge you if you had.
Are we judging you?
Have you?
Gwen, no.
Just the lip that goes on top.
No.
You know, in the seat.
We're talking like that back thing that you went over.
No, well the lip that goes on top of the tank.
The tank lid?
Yeah.
Like, you know, when you like sit down on a seat and it like shifts suddenly.
No, you know that.
(25:43):
Like your stomach drops out of your soul feeling and you're like, you're going to fall into
the depths of your toilet.
It cracked like the corner piece of the lid that went on because of the.
You know, you can tighten the toilet seat.
Yes.
I, yes.
Like if it shifts, you know, I didn't know that it shifted at the time.
(26:06):
You learned something.
It was an emergency.
It was a learning opportunity.
Oh, that's so funny.
So yeah, sorry that quick minute, but you reminded me of that guy.
I don't mind the tangent.
We can segue into my one funny thing this week.
Oh, I'm excited.
Well, I texted you guys all about it earlier, but I brought it home with me.
Oh my God, I want to see.
(26:27):
Oh yeah.
So in the spirit of MacLavin.
Truly.
I sent this out to my entire team.
By the way, I have to tell you.
So I walked into the hotel this morning and I walk into the front desk and I greet my
team and I looked down at the computer and I'm like, what is this?
And she's like, I've been trying to figure this out.
(26:49):
And it was this really terrible looking quote unquote ID, right?
So I picked it up.
I'll let you feel it as we pass this.
Even from the table, you just holding it, it is very flimsy.
Would you accept that even from this far away?
No, but here's the thing with this though, is that this is it.
(27:11):
Look at the back of it.
Oh, yes.
We'll get into it.
We need a description.
Our listeners need a description.
Wait, wait, wait.
Before we get there, this is the best example that I have seen to date of why we ask you
to remove your ID from your wallet.
Oh, fair.
Very fair.
But then looking at this thing, there were like half a dozen different things that immediately
(27:34):
jumped out at me.
Yes.
I love it.
So did you talk about the back?
Can we tell our listeners what it is?
Wait, wait, can you say my favorite part?
On the back of this quote unquote ID, it's all white.
You see the word Epson, like the print dick paper.
So it's literally photo paper.
It's just photo paper.
Oh, I was trying to figure out if it was like laminated, but not on the back.
(27:57):
No, it's just photo paper.
No, you know what this paper is?
This is like the first grade cut out photo that you get from school.
That's literally the paper.
Yeah, pretty much.
So this is the wallet size photo that you spend so much money on.
3297.
Of your children.
(28:18):
See, I was thinking this was a business card.
The $59 package where you get one four by six and three wallets and that's it.
Yes.
Or now you get 12 wallet size.
You're like, who?
Why do I need 12 people?
Guys, why would you need a fake ID if you're this fork and old?
Well, he's old.
Okay.
Born in 59.
(28:39):
Okay, wait, wait, wait, wait.
So I brought this home so that.
Yeah, let's break it down.
Let me have this.
I'm touching it.
Give me.
Here's the things that I love about this, though.
And I don't even know where to begin.
So the paper first and foremost, the quality of the print, secondly, is just terrible.
But the name woman's name, man's photo.
I didn't even notice that.
(29:01):
What?
I was more focused on the signature.
Well, that was another thing, but you didn't think that he looked like a Roseanne.
It's 2024.
Don't judge to your point.
Yeah.
The signature line is just like a type written font.
It's like an e-sign signature.
It's one of those like automated fonts that you e-sign with.
(29:23):
Yep.
Love the fact that states that he's five foot three has blonde hair.
Clearly.
Blonde hair.
Clearly does not have blonde hair.
This man is brunette.
He also looks taller than five three.
Yeah.
What would you say his age is?
He doesn't.
Well, 50.
Late 50s.
Well, 59.
How old are you if you're born in 59?
No, but we think that's somebody else's.
(29:44):
You'd be 65.
Oh, he's not 65.
He doesn't.
I would say 40s.
Late 40s.
I would say he looks like.
Mid to late.
Yeah.
45, 47.
Yeah, I would agree.
Yeah, not born in 1959.
No.
Anyway, just really terrible fake that somehow ended up on our front desk with no story.
What the heck?
And that's what bothered me the most.
And left it behind.
(30:05):
You didn't do a group text at front desk.
Like, guys, I need a backstory.
Yeah.
That's what bothered me the most.
I'm like, I want to know how this got here.
It was not in your pass on.
Yeah.
It was a story.
I'm done.
And they left it there.
Well, I'm maybe impressed that your front desk agent confiscated it.
That was the first question that I asked.
I'm like, was this accepted?
Maybe it fell out of someone's pocket and someone found it.
(30:30):
Possibly.
I hope it was confiscated.
That's more fun.
Maybe it worked for something and then they ditched it.
Maybe.
But like I was saying, this is the prime reason why we ask you to take a ID out of your wallet.
Because I mean, if I had this in my wallet and I just did like a real quick open my wallet,
show you kind of a thing, most people wouldn't catch it.
Yeah.
(30:51):
No, that's.
But see.
Makes me want to.
If the name matched like a reservation address match, all that jazz.
But I probably wouldn't look too closely at it.
Roseanne would have given me flags.
And then the other thing that dawned on me was not a good fake, but it's a better fake
than I could make.
So then I Googled it thinking, hmm, I want to order a fake ID for 80 bucks.
(31:12):
My fake ID looked a lot better than that.
Hang on.
Hang on.
So then I Googled it and it came up with a link to a Photoshop template that you could
download.
Oh my God.
Oh, I'm sure.
But I mean, how many times do you have to request somebody to take their ID out of their
wallet though?
Is that a normal thing?
Most of the time people hand me the ID.
Yeah.
Rarely have.
(31:33):
They already know.
They already know.
So that's why I'm.
Well, me as an ideal guest, of course I do.
It's a couple of times a day they go, do I have to take it out?
Yeah.
Sorry, blueberry.
Right?
No, I don't.
Do you know who I am?
No, that's why I'm asking for your ID.
Oh my God.
So we had one of those this week.
Do you know who I am, dude?
(31:54):
But he's like, C list, D list.
I wouldn't even call it a C or D list.
Like F and G list.
You know what I mean?
Like, I don't even know who you are.
And he seemed to think he was the bee's knees and he did not want to provide a credit card
for his reservation.
Probably has like a podcast that he thinks he's really cool about.
Ouch.
He's a voice actor that did something on something maybe once and he is like a descendant of someone
(32:17):
important, but he thought he was the bees knees.
I would not give a credit card.
So I go back to the sales manager, be like, Hey, remember that guy you were telling me
about this kind of stick?
Yeah, I'm like, he won't provide his credit card.
She's like, it's fine.
Just use the card and file.
I'm like, okay.
So we checked him in, but I'm like, nobody even knows who you are.
You're not even on the list.
Okay.
And like, if I have to check your ID, I don't know who you are.
(32:38):
But interestingly enough, yesterday we actually had someone who was legit, who is the CEO
of one of the biggest clothing retail chains, coolest guy ever gave his credit card for
ID.
His last name is the store.
And he acted like, you know, whatever, like he's just a normal guy.
Like I never would have guessed it's people who are nobody that are like, Oh, you know
(33:01):
who I am.
And then people actually are somebody they're like, pretty chill.
Yeah.
Not every time, but a lot of the time.
Okay.
So I'm like, oh, I'm not sure.
All right.
Let's hear it.
Okay.
So I know like me and Gwen are typically the positive patties.
Positive patties.
Yeah.
Yeah.
I need to be a negative Nancy against my coworkers right now.
(33:22):
You know what?
Is it safe to rant though?
It is safe to rant.
Let's hear it.
Okay.
So you guys know we deal with boat rentals.
Okay.
There's a lot of like rules that go with boat rentals as far as like charging time,
you know, do I have the staff available and we have specific rules on captains, you know,
(33:43):
we don't just hire like Joe Schmo off the street to be paid under the table by these
people.
They need to have their certificate of insurance.
We need to be named as additionally insured.
If anyone is wanting like rules to be bent.
Yeah.
I need to know about it or my GM needs to know about it because it's coming on my desk
(34:06):
and I'm iffy about it.
It's going to go to her desk or I'm going to tell you, have you gotten this approved
by so-and-so?
Yeah.
I am sick of managers just making reservations and not telling my department about it and
not getting it approved.
It has happened twice this week of people hiring Joe Schmo to drive the boats and allowing
(34:31):
so our boats are also not open to the public.
They are exclusive to resort guests and residents.
Right?
It's not, you can't go online and just book it.
You have to be affiliated.
I will sometimes bend the rule for sales groups that are in house for the day, right?
And they want a cocktail hour, happy hour on a boat.
(34:53):
Okay.
They have a house account.
They have a master account.
I can charge the billing to it.
That is a gray area that I'm totally okay with.
Again, these managers twice this week, I've been like, wait, what are you talking about?
We have a boat rental and like who, who is driving?
Wait, who set this up?
Wait, you didn't ask anyone to do this?
Well, because they just crossed over your line.
(35:14):
Like that's your territory.
Cross over all the lines.
Like it's not only my job in jeopardy, but it's your job in jeopardy and the integrity
of property in jeopardy.
Yeah.
What the F are you forking doing?
So I had one scheduled for next week, I have it handled, but I'm the bad guy to the guest
because I am the one calling and being like, yeah, that's not my bag.
(35:37):
You're like, actually, yeah, that valet kid that so and so told you would drive your boat.
Yeah, he can't drive the boat.
Oh yeah.
But they're employees.
So why can't they, they park my car.
Why can't they drive my boat?
Because it's a boat.
No, different.
Thank you.
Well, that makes sense.
Why earlier, you were like, no, I don't want the other side to book my thing.
Exactly.
(35:58):
Because they don't know the territory and crossing those lines.
Yeah.
The worst part is these are two managers that I work really, really closely with and I
have very, very high respect for it and you have officially lost it.
So they tried to bend the rules without asking you first.
Kind of like what we were talking about earlier about how hard it is to build a reputation,
how quickly you can destroy it.
(36:20):
Correct.
Yep.
That's crazy.
I'm not doing more like doing favors, but again, I am not going to put my reputation
and my department's reputation and property's reputation at risk without approval.
Look, if I have approval for it, I'll do it.
If my hands are out of it and it is approved, I will do anything you want me to.
(36:44):
But if you haven't gone through these steps that you need before it ends up on my desk,
oh no, these are booked, these are literally booked and I'm just like looking at the notes
in the reservations for ships and gigs and I'm like, wait, who booked a driver?
Who is the driver?
How many people do they have?
Oh, they need food and bath, but it hasn't been ordered yet.
(37:05):
Oh, and this is all supposed to be my responsibility.
Okay, cool.
And I'm the bad guy to the guest.
So I had to have an uncomfortable conversation with a guest today.
I said, yeah, little valet driver can't drive your boat.
No, but I can offer you a captain for $350.
Right, and that's discounted.
(37:27):
Yes, and she goes, is that the best you can do?
Unfortunately, yeah, it is, man.
So I'm the bad guy.
That's so shitty.
Yeah.
Well, my boss is like, well, I've reprimanded them, you fix it.
Okay, we'll do.
We'll do.
Thanks, boss.
I mean, I understand her position.
Yeah.
Like we're both in the middle of it and she'll come in if needed, but I'm the first line
(37:51):
of defense here.
And what type of manager was it that put this together?
It's a director that's now on vacation for the next week and won't even be in town during
the boat rental.
So I call the manager, hey, are these like guests of yours?
Like what's going on?
Oh, the concierge like booked it for me.
They have it handled.
(38:12):
Like, okay.
I think that's great, but I obviously have questions.
So then I call the concierge.
Hey, what do you know about?
Oh, well, the manager just told us to book it and we ordered to take charcuterie board
for them.
And I go, okay, well, are they staying at the hotel?
Oh, let me look really quick.
No, I go, they're not members.
So who the fork are these people?
(38:34):
Again, our boats are not available to the public.
So we have Josh Moe's renting my boats.
We have payment.
How are they going to pay?
Right?
They have no room.
They have no member charge.
So how am I going to get payment for this?
But they got approval from this other manager who has no say over.
(38:54):
No, right.
Yeah.
Right.
No, 100%.
Um, captains, but I was saying for the concierge team, they had approval from another manager.
For sure.
Um, captains.
So I'm running around in circles today, figuring this out.
These boats are supposed to go out at 430.
It's like too late to like cancel and be an a-hole.
Right?
(39:14):
So I just have to say like, f it and like figure it out and make sure they're taken care of
and make sure I get payment for the rentals.
Well, Liz, why don't you just get your captain's license problem solved?
I don't want to hold COI.
I really don't.
I want to see you in a hat.
I do too.
She looks so cute.
I'll do it for you.
I'll do it for us.
Uh, it's a conflict of interest.
(39:36):
If I did it outside of work, but I don't think I could do it elsewhere down at my current
property.
It'd be a conflict.
Yeah.
Yeah.
So long story short, I do agree with you Gwen, that that manager put a bunch of team members
in an awkward position and they just listened to a person in leadership and said, yes, of
(39:58):
course I will do this for you.
That's crazy.
So now I had to go back and try and be nice to this manager and he was like, oh my God,
this is just a shell.
Like they told me I, they had it handled.
And I said, no, no, no, no, no, no, sir.
They had it handled to the best of their abilities.
We don't do this.
I said, this is not something that we allow.
(40:18):
This is not going to happen again.
Good.
And I said, for today, we're going to say their friends of the people on the Duffy and we're
never going to speak of this again because I'm not going to ruin their experience.
And I said, how are they paying for the food and beverage?
Oh, they already, they took a credit card over the phone.
Like, okay, how are they paying for the rental?
(40:40):
Because they have to walk across property to pay with a credit card or I'm charging your
department for it.
And I put it in my closing report and I said, based on this week's events, I think we need
a refresher on both rental policies and procedures and for managers to clue us in when they bend
the rules or want approval for something that doesn't go along with our policies.
(41:03):
I love that.
I was the bitch this week.
It was me.
But I'm having to clean up their mess.
Yeah.
I'm trying to clean up my own mess.
I just got back from six weeks.
I don't need your mess too.
No.
I hate to say this, but I kind of like the feisty, fired up rich.
I know.
I love it so much.
I was so fired up and I had two associates like helping me.
(41:25):
We had to move the boats for this group to another dog.
We had to do.
No, don't even get me started.
Blankets, ice, cups, waters.
I'm going to throw it in the front of the bed.
And that's just us, not even room service stuff.
So while I was having some of these combos and figuring it out, my two associates who
are fairly new, I said, okay, team, let's go.
(41:48):
We're figuring this out.
So I'm carting them across property and trying to figure it out.
But I'm also like, pick that up, pick that up.
But I'm also introducing them like, okay, concierge, this is my team.
This is rec kid number one and number two.
They're the ones that bend over backwards and do everything you want for boat rentals.
So say, say thank you and give them little, um, incentives, little incentive, little
(42:13):
sheeps for free shit on property.
Yeah.
I just wanted to bring them over and introduce them to you so you could put a name with
a face next time you stabbed them in the back or set them up for failure.
Yeah.
True that.
So I'm sick of it.
I got to look over all of the notes for all of the boat rentals for eternity to make sure
it doesn't happen again.
I'm sorry about that.
(42:33):
So those are my a-holes of the week, my coworkers.
I love that.
Okay.
Rant over from Liz.
I know it's rare, but I love that.
I found one that you inspired me while you were talking like, oh, this reminds me of
one and I found it.
All right.
Well, let's do this.
Share that story.
Okay.
And then Gwen, can you share that, uh, review that you shared with me earlier?
(42:57):
So 100%.
Oh, I can't wait.
And we'll end the episode on that, uh, that review from the interweb.
We have to guess.
I've experienced it.
Guess the rating.
Oh, I love this.
I love that.
Yes.
Well, Miss B's got her Miss B's B of the week.
Sure.
Whatever you guys want to call it.
So basically this guest stayed with us.
She wanted to move rooms because there was a ton of condensation on her window.
(43:21):
And that happens for a multitude of reasons.
Interior?
Exterior?
Interior.
Oh.
Oh.
And we can't, she, but she was like, there's all this condensation on the window.
We didn't do this.
We didn't do this.
And she swears it wasn't her, but it's like, how many, how many people were occupying the
room?
Four.
Family of four.
Yes.
(43:41):
Four back to back showers.
You're going to have it.
Exactly.
But she was super upset.
This is a danger for mold, this and that.
We're like, okay, okay, okay.
Oh yeah.
Mold is going to happen.
And then she said she could smell mold.
Shut up.
Shut up.
She said she could smell mold.
And there's that, we're like, okay, ladies.
You guys got me like worked up and bitter.
I know.
I love it.
Oh my God.
(44:02):
You have come over to the dark side.
Right?
It happens.
So they were here two nights and they didn't say anything till their second night.
So it apparently was fine, but she wanted compensation.
So the front desk offered her a $50 food and beverage credit and free parking.
And but she said, but she still wanted more compensation.
And the front desk agent was like, we may be able to give you some points.
(44:24):
We'll have to toss the tour manager.
She can reach out to you in the morning.
Okay, fine.
So they offered her 20,000 points, 20,000 points, plus $50 food and beverage plus comp
parking.
And I would offer like five.
Seriously.
For that?
No.
And plus she was staying on points.
So the next morning I get in, she wants to talk to me and I'm like, sorry, for our
(44:45):
listeners, Bill and Gwen just gave a massive eye roll.
I think they felt it.
To both of them in unison.
Yeah.
I honestly, like, so I get in and I read the reports.
I just feel like she's scamming.
And I was like, this is how you get points to stay at hotels.
Like you're just a monster.
And so she comes up to the desk and she's with her teenage daughter and she's just like
(45:06):
going off about everything.
And I'm like, oh, I'm so sorry.
I'm sorry.
I'm like, but everything was okay your first night.
Yeah, we didn't notice anything until the second night.
Like that's really weird.
Do you guys take showers before?
And she's like, well, I don't know.
I don't know.
Fishing.
And I was like, well, this is what, you know, they've done, they've comped your parking
$25 night.
That's $50.
And they gave you a $50 food and beverage credit.
And then they gave you 20,000 points.
(45:28):
And I was like, I'm not really sure what I could do on top of that.
Just that in itself is a lot of compensation.
She's like, well, I shouldn't have to pay for my stay.
I want the entire points back for my stay.
And I was like, oh, you know, I'm sincerely sorry.
You feel that way.
I could probably give you some more points, but that's really the best I can do for you.
I was like, your first night you said was completely fine.
There was nothing wrong with your first night.
(45:49):
And then the second night you discovered the condensation and you said, but that means
the mold was there the whole time.
Like there's no mold.
We went up there.
There's no mold.
I could smell it.
And I was like, your second night was the one that you had a problem with.
And I was like, and we've given you more than enough compensation.
I can't do anything further for you.
And she kind of was like, okay, whatever, and swarms away.
And then she comes back and check out, talks to the front desk agent.
(46:11):
And I was like, yeah, I talked to the manager and I'm supposed to be getting the points
back for my stay.
And then an additional 30,000 points.
Oh, that was not what was agreed upon.
And the desk agent, she knows.
She comes back.
She's like, this V. And I was like, are you kidding me?
And I go back out there because I didn't know if she still thought I was there because
it was later during the day.
And I'm like, hi, we spoke earlier.
(46:32):
She's like, oh yeah.
And I'm like, I'm sorry if there was confusion.
I wasn't giving you points back for your stay.
And then an additional 30,000 points.
She's like, oh, but I thought that you had said and like, no, no, no, no, I told you,
you know what they done and what I could do more.
And I was like, why would we give you points back for your entire state and then pay you
to stay here?
And they went over the list.
(46:53):
We gave you the $50 food and beverage credit.
We gave you $25 off of parking per night, which is $50.
And then 20,000 points.
And then an additional 10,000 points.
Why would I pay you to stay here and then do all those things?
I was pissed.
And I said it nicer than that.
She's like, oh, I just misunderstood.
And I was like, okay, well, just so we're very clear.
No.
She didn't misunderstand anything.
(47:14):
She just to your point thought you had already left for the day.
Gwen is fuming.
She's a scam artist because she was stayed two nights on points.
And I think she was like a strawberry and like a raspberry.
And I'm like, this is how you get those points.
I'm not falling for it.
We're gonna confer the research department on this one.
(47:35):
On that note, Gwen, I think you have a guest that raiding.
So excited.
This is my favorite game.
Okay.
So here's the header.
Remember exceeded expectations.
All was great.
Except on Friday night, I was having sex with my wife.
(47:56):
Oh my God.
I thought the except was big, but I guess not.
And the neighbor complained about the noise.
The girl from the front desk Friday night knocked on our door and treated us very rudely.
She yelled at us.
In the middle of the nasty.
Oh my God.
That's all we have to presume.
(48:17):
She yelled at us that it's a family hotel exclamation points.
What does that have to do with my wife and I doing exactly what a happy married couple
do on vacation?
It was a very insensitive and rude of her to say that to us.
Oh my God.
Was this a review or a survey?
(48:39):
Survey.
Okay.
Wait, what's the difference?
One post where people can see it like on a trip site.
One is internal.
Yes.
Thank you.
A review is the external review.
What are they called?
Like the OTAs.
OTA.
Okay.
Right.
But that's a booking channel that has reviews.
(49:00):
What you think one people can see one's internal.
Okay.
Cool.
Cool.
Cool.
Cool.
Cool.
Holy crap.
So we're guessing the rating.
Wait, does it go on?
That's it.
Out of 10.
So it was rude when she told them to quiet down from doing the nasty family hotel.
So this is a family hotel.
(49:22):
You need to quiet down.
Did the associate like outright say you got a noise complaint for having sex?
You know what I know.
So it could have been a, it could have been, you said three.
The neighbor complained about the noise and the girl from the front desk on Friday night
knocked on our door and treated us very rude.
She did say positive about the staff prior.
(49:43):
That's why I didn't get a one.
This should be a review for their neighbor, not the hotel.
Yes.
The rating probably.
Yeah.
With the game.
No, Bill.
Bill, what's your rating?
I can't play.
I've already seen the answer.
Damn.
Okay.
I would have out of 10.
Yeah.
If I would have been guessing, I would have guessed right along with Miss B.
I'll go with a five.
(50:04):
10 out of 10.
What?
You're kidding.
What are you kidding?
That bed in those sheets must have been phenomenal.
It must have been some good.
Maybe they were the ones who broke the toilet.
Oh, maybe.
Wait, 10 out of 10.
10 out of 10.
Okay.
If they would have given you like a passing rating, I would have, well, that's only a
(50:24):
nine or a 10.
I mean, him and his wife must be very happily married for it to be a 10 out of 10.
They have a very happy sex life.
Good for them.
Wow.
Family.
Jealous.
That's crazy.
Maybe he's like us in the hospitality industry.
Maybe.
And he knows.
He's like, I'm still going to give him my feedback.
I'll give him a 10 out of 10 because I don't want to hurt their scores, but I want you to
know what happened.
(50:45):
Or maybe he gave a 10 out of 10 because he was delivering the goods well enough that
it caused a noise complaint from the neighbors.
Yeah, he was proud of himself.
It was an ego.
Yeah, maybe.
I mean, he did feel the need to announce it in a survey.
I was having sex with my wife.
Like deliberately.
I did it.
I did it.
No, internal.
Internal.
(51:05):
Yeah.
We'll get there.
We'll get there.
But still, regardless.
That's great.
I mean, you are responding to, I mean, like, what do you say?
No, I mean, like, from the guest perspective.
I would have had a good time.
Glad you enjoyed your stay.
Thank you for letting us know.
Thank you for letting us know.
Clearly you enjoyed your stay.
You could do it.
But you could do it.
But I mean, like, what caliber of person, like, what are they thinking where you're
(51:28):
receiving this generic email that says, follow this link and rate your stay.
And you're blatantly typing out, my wife and I were having sex.
Like, what caliber of person are you?
Okay, but like on a blue pill and excited that he could do it.
No, no, no, no.
Let me play devil's advocate here.
If I were to rewrite that, I would say like my wife and I were being intimate.
(51:54):
Exactly.
I was my wife and my neighbor.
Like, I cannot believe it was 10 out of 10.
People don't know how to do surveys.
Back to Bill's point.
Oh my God.
Maybe his wife gave him a 10 out of 10 that night.
Good job and a smack on the ass.
Yeah, maybe they get off on that.
Maybe a high five.
I don't know.
(52:14):
That note.
Well, let's take the smack in the ass and the 10 out of 10 for a sex-written review.
We are sex positive here on the TFTSI podcast.
No king shaming.
No king shaming.
No king shaming whatsoever.
But.
There is a foot out there for everybody.
Don't get me started.
Maybe that's why his wife was screaming so much.
Maybe.
(52:34):
Maybe.
Gwen, that's a callback.
You need a binge.
I'm just gonna put it on what subject.
There's a foot out there for everybody.
Oh, 100%.
Any hoosie.
Take it away, Bill.
So let's end this whole conversation on this very positive note.
Thank you so much for listening.
We appreciate you joining us.
Liz, I know I always pass the torch to you to go through our socials, but you're good
(52:57):
at it.
You own it.
Let's hear it.
Okay, so make sure to visit our website, www.tftsi.com.
If you have any comments, questions, want to be a guest on the pod, make sure to scroll
all the way down to the Contact Us box.
We are on any socials, TikTok, Instagram, Facebook, anywhere you listen to podcasts,
(53:18):
Spotify, Apple podcasts, you can even listen to us on YouTube and give us a follow on LinkedIn.
We're a big deal on LinkedIn.
Come find us.
And make sure when you are listening to the pod, make sure you leave a rating and review
for us.
We would love being your friend.
Internal or external?
I think there.
Yeah, website would be internal.
(53:39):
Oh, I forgot one.
If you have anything else to say, make sure to email us at og3.
That is og, the number three at tftsi.com.
That was amazing.
That's why you handle that.
Lawless.
I don't want to keep having me back.
Consimate professional.
(54:00):
10 out of 10.
Oh, yes, I got a rating.
But did my neighbors hear it?
No, no, let's not make an uncomfortable bill.
And on that note, we will see you again in about two weeks.
Bye.
All right.
The ravers are never even that bad.
(00:11):
Sometimes they can be.
Do you want to know who's the problem with the rave?
Happen?
The rave staff are the worst.
Oh, I thought you meant the hotel staff.
Yeah, I was really confused.
The rave staff.
So we have a staff block and then we have like attendees.
The attendees are normally good.
Like we haven't signed the waivers, but it's like the staff that just think they're
like all that bag of chips and like they're above everything.
(00:33):
They're the ones that are we smoking in the rooms.
They're the ones that have to go up and like tell them to stop.
I'm going to kick them out.
This last time though, it was really sad.
There was this girl.
She showed up at like 2am.
She was completely obliterated, like drunk as a skunk and had no phone, no wallet, nothing
somehow got here.
And she was like, are my friends here?
(00:55):
And her friends just straight up left her.
And she was giving us her friends names and we couldn't find them.
So she basically slept in the lobby.
My team was like trying to help her track her friends down, but she was just so obliterated
that they couldn't get anything from her and her friends.
And so 7 o'clock the AM team comes in and they're like, what's that girl doing like sleeping
in the lobby?
And the night owner is like, yeah, I couldn't find her friends.
(01:16):
And they're like, did you call around to other hotels?
And he's like, uh, no.
So my AM gals because they have empathy.
So they call and they're like, look, I know you can't tell me who's staying there, but
half this girl, she has no phone, no wallet, no nothing.
Her friends just like abandoned her and she seems to think she's staying at this brand.
I know you can't tell me if they're there, but maybe you could let me know if maybe I
(01:39):
should send her your guys's way if it gave the name and the friend has given it was like,
I cannot tell you whether or not that guest is staying here, but maybe she wants to come
hang out over here instead.
We're like, got it.
Thank you.
So she ended up in a random hotel.
So she happens and like didn't recognize like this isn't the lobby I walked out of earlier.
(02:02):
Convention hotels.
I finished your story and then I have a story.
I'm going to jump in.
Go.
Go.
But so the girl sat there and at least we figured out, okay, we know where her friends
are and she started to like come to more and we're like, do you want us to help like
get you a ride?
And she's like, no, it's okay.
How did she get a ride?
The front desk agents were just going to spot her and get her an Uber and take her over
there.
(02:23):
Well, yeah, cause she didn't have a phone.
She couldn't call an Uber.
She didn't have anything.
And she was young like, and the front desk agents were pissed.
They're like, what kind of fucking friends does this girl have?
They just would leave her.
They were all mad for her, but she was all like, is this fine?
So they call the hotel and they're like, can you just transfer us to a room?
And the front desk is like, yeah, yeah, yeah, yeah.
Transfer to the room and my desk agents like, Hey, and they're like, hi.
(02:46):
And they're like, are you missing someone?
And the guy's like, Oh, no.
And he's like, you're not missing a friend by the name of and said the name was like,
Oh, yeah, we are.
And he's like, yeah, she's here.
Not too good of a friend.
Do you want to come get her?
Or do you want us to send her your way?
Oh, no, no, no, it's okay.
We'll get her.
(03:06):
We'll get her.
An hour goes by, still nothing.
And I couldn't nine.
I'm like, what's going on with the girl in the lobby?
They're like her friends, like just abandoned her.
They said they're going to come pick her up.
They haven't.
And so I was piqued.
And so I call and I'm like, can you guys transfer me to that room again?
I like, yeah, I transferred.
I'm like, Hey, so are you guys coming or not?
Do I need to come drive her over there?
Oh, no, no, we're coming right now.
We're coming right now.
(03:27):
And then they came and picked her up.
But the front desk agents were like telling us, grab it like, dude, you need to get better
friends.
This isn't okay.
Like you, you need to rethink your life.
Or were they just like rave friends?
That's my desk agents asked her like, how long have you known these people?
And she's known them like a while.
Since last year's rave.
But if she was that obliterated, like no one considered like, I don't, is calling 911.
(03:52):
Like I wouldn't do that to someone.
Unless they were being disruptive or something.
Exactly.
Like she wasn't, I heard she was just kind of like sad and quiet and just sat there like
waiting for someone to come find her.
How far away was the other hotel?
Five, six miles.
It's not in the downtown area.
It's like a little.
Got it.
Cause some brand hotels are diagonally close together.
(04:13):
Correct.
Could she walk?
Was not a walk.
I did for a period of time work at a convention hotel where there was over 16 branded hotels
within a couple blocks.
Anyways, it was during a very, very, very peak convention that this person showed up
at the front desk, completely obliterated.
They're like trying to get a key to their room.
(04:33):
And so they kept showing us like the keys to the room and this, that and the other.
And we're like, we don't not hear in this specific brand.
We all have the same keys.
Yes.
But the room number, however, was not something that we had at that hotel.
Long story short.
He ends up vomiting over himself, passes out just completely like mid conversation, mid
(04:55):
everything hits the concrete and he was so drunk.
Security came over.
We got him into the wheelchair.
My Bellman, he's like, I think there's a couple of different hotels that would have
this room number.
And there was one that he had previously worked at.
So he's like, let's call them first.
He calls them, figures out, yes, this is the person that is registered to that room.
(05:19):
This Bellman literally rolled him in the wheelchair to the hotel.
No.
Oh my God.
Can you imagine just someone passed out in the wheelchair like, could you imagine being
the front desk agent at the receiving end of the hotel?
Like why are you bringing this to me?
What is walking into my hotel?
(05:41):
Not walking, rolling.
If it was B issue, just look at him and go, no, no, no, no, not today.
What?
No.
Seriously.
But no, that is a common thing, especially in these highly concentrated like convention
areas because at the end of the day, they all kind of look the same.
And when you're not really paying attention, if it's your friends room or your family's
(06:04):
room or whatever, it's just a hotel's a hotel and you walk in and I think I have a room
here.
And if it's a specific brand and you're like calling a rideshare, it's like, sure, input
brand name and the first one that might pop up.
Yep.
So, it's a ride-to-air.
100%.
But do you know what's interesting?
Our hotels are nothing alike.
That's a select service.
We're a full service.
They're small.
(06:25):
We're big, but people confuse us all the time.
Oh, way to brag.
It's the brand.
No, it's just size.
Okay, size doesn't always matter.
But people confuse us because they go, yeah, you're the B brand.
We're like, yes, but on what street?
They go this street.
Nope.
That one's by the college and we're in the downtown area.
(06:45):
So yeah, what's that?
Should we, I don't know, maybe do an intro?
Yeah, I mean, now that we're several minutes and one story, well, two stories in.
Sorry.
Welcome back to Tales From The Service Industry.
I'm your host, I'm Bill.
Tonight, we have Liz, Ms. B and Gwen joining us.
Hey, guys.
Hi, team.
Oh, hey.
So now that we've primed the whole show.
(07:07):
They heard the intro music.
Yeah, they know where they are.
You still hurting the baby?
Yeah.
Bazing.
It's a forever cough, okay?
It is.
It is.
Is that what it is?
Yeah.
Oh, I thought you were just always somewhat sick with the toddler.
You know what's funny?
Oh, the little human Petri dishes.
(07:28):
Oh, but no, I have a permanent cough because my acid reflux.
On this episode, we discussed Ms. B's past medical history.
It's just not pretty.
Cut up on yours.
Oh, we have caught up on mine.
Yeah, fair enough, fair enough.
Oh, man.
But we're back.
I'm back, guys.
I missed you.
(07:48):
And we missed you, too.
You have no idea.
How was your time away from us?
Horrible.
Don't hold back.
One thing after another.
You were lacking your weekly therapy.
I was.
So I'm very happy to be back to get my therapy and my time with my guys.
We're back on the wagon.
Yeah, yeah.
We're back on the wagon.
Well, last we spoke, we were kind of in the beginning stages of spring break.
(08:13):
We are now at the tail end of spring break.
Yep.
Yeah, I've got some stories.
Yay.
So I don't know if I mentioned the pool deck resurfacing project.
Yes.
Remind me where I left that.
The last I remember was the pool deck being cleared, the pool closed, and some dude doing
laps.
(08:33):
Oh, yeah, yeah, yeah.
I think the resident side was closed, right?
Correct.
Okay.
Yeah.
So all of the lap swimmers and the teenagers sneaking into the hot tub.
Yeah, ruined the pool deck.
Oh, yes.
So Miss B, you're really familiar with the property.
So my side of things, the pool deck was getting resurfaced one week.
The other side of the properties pool deck was getting resurfaced the following week.
(08:57):
In the middle of spring break.
I will thought this through.
I will get into this because I had this exact conversation with a guest.
So hold on to that thought.
Okay.
Was it a schedule set by the previous GM?
It was not.
Oh, I would be surprised.
That was a very fair question.
No, it was just my attempt to throw her under the bus.
(09:17):
She's always under the bus.
She's being dragged under the bus constantly.
Really?
Are you happy with that?
In Bill's eyes.
Yes.
It does make me feel a little better.
So the resident side got the resurfacing done and then we had to rain the next day.
So the combination of all the things of people sneaking the pool, the hot tub and the rain,
(09:39):
the paint didn't get a full chance to like seal and dry effectively.
So I am there in the rain and I'm like, well, let me go down to the pool deck and see how
it's doing.
And there are not bubbles, but bubbles of water underneath the layer of paint.
And in some areas it's already cracked.
(10:00):
And I could just peel the corner and I'm peeling paint away from the pool deck.
But they're starting the other side, you know, three days later, it's currently Saturday.
They're going to start that on Monday.
So I take a couple of pictures.
I reported to my general manager, Hey, just want to bring this to your attention.
I don't really know what to do here, but like we're open.
So she affords that to the director of engineering.
(10:23):
And on that Monday, they not only close the other pool down for hotel guests, they close
a portion of my pool deck down.
And that is the entire side with access to the hot tub and restrooms.
Did they tell you?
No, of course they didn't.
Come on.
Sorry, I just need clarification here.
(10:43):
Okay.
No, I was just so you just walked in Monday morning and you're like, well, what's happening?
I walked in and the receptionist is like, Hey, so the pool's closed.
I'm like, what are you talking about?
No, it's not closed.
She's like, you're like, did you read the email?
I literally said, no, no, no.
Clearly we said like Saturday we were reopened.
And she's like, well, engineering is like down there.
(11:06):
So we closed the section with the hot tub access to the restrooms and access to, you
know, my staff has, funny enough, we call it a cabana.
It's a closet, but that's where we store extra towels, like things we need for boat
rentals, the keys, the maps, ice bucket.
Like it's just our catch all for the outside area closed.
(11:28):
No access.
You mean no, no, no, and no warning.
They're actively like grinding the paint off or like sanding the paint.
So the area is closed and mind you, the other pool deck is also closed.
So it's 25% of my pool deck that is not available.
(11:48):
But to the guests, that's 75%.
Of course.
Yeah.
So the boat rentals, it's 100%.
The boat rentals, we have to walk them down like the ugly alley.
It's a longer walk.
And it's not so pretty.
They're walking past like dumpsters and construction trucks.
It's not the luxurious waterfront property.
(12:11):
You're like, where the heck are you taking me?
It might feel like you're getting kidnapped.
Don't you think?
Yeah.
And we're the only pool deck open on property and it's finally good weather.
It's spring break.
We have a bunch of, what do you call it?
Is it transient guest?
Yes.
Leisure.
Leisure transient guest.
(12:31):
Look at me.
I'm learning.
I know.
And I turned into a resort pool attendant because I feel like I'm the only one capable
of having these conversations of providing a level of service.
Yes.
Hi.
Welcome.
My name is Liz.
I'm here to assist you.
What's your name?
What's your reason of stay?
So resort guests, we're using your pool.
Yes.
(12:52):
How much has changed?
This is so crazy.
Well, yeah, we can get into that.
God.
And I am like, oh my gosh, they're expecting, you know, five star service.
I have to bring them pool towels.
I will do, I will bend over backwards for them.
But in these interactions, I also have to explain.
I'm sorry.
So we have no hot tub.
We have no restrooms on the pool deck.
(13:12):
You can't order food.
You have to order room service because we don't have pool service yet.
So yeah, let me know if you need anything.
Bye.
But this is a long spiel.
And these guests are like, thank you.
So what do you have?
Thank you, I think.
So we finally, I'm like getting through the day and a couple hours go by and I get a radio
(13:33):
call.
Liz, I need you on the pool deck right now.
You're like pool decks closed.
Okay.
Copy.
Someone's demanding a manager.
I'm like, okay, I'll be down like in a second.
And this associate comes running upstairs.
Mind you, my office is of course indoors, but on the second floor in like a corner.
So it's a bit of a walk away from the pool deck and he comes storming in and he starts
(13:58):
like, you know, when you're yelling at someone, but you're not yelling at them.
You're yelling over the situation.
Yes.
Yeah.
Like you just need to yell.
He was just yelling at me and I had to tell him like, okay, we're in a public area.
Take it down and calm down.
Do you need a breather?
He's like, these people are just obnoxious.
(14:19):
They went over the tape and we're in the hot tub and I told them to get out and they're
so upset.
There's no hot tub and they demanded to talk to a manager and they're down there mocking
me.
So you need to go down there and handle it.
No, mocking.
I have no tolerance.
So I said, okay, I will handle it.
So I go down to the pool deck, but I do it slyly.
(14:40):
I'm like, let me put around, let me pick up a couple of dishes, dirty towels to pick
up.
I'm kind of assessing the situation, figuring out who these naughty guests are.
And there's a group of rambunctious teenage boys, of course, in the pool and my back
is to them and I can hear them yelling, Oh, is that the manager?
(15:03):
Are you the manager?
And I'm just like laughing under my breath at this and I turn and I'm like, hi, how can
I help you?
And then the mom spouts out and she's like, Oh my God, are you the manager?
I, and I kneel down to her level and I'm like, my name is Liz.
Like what's going on?
And she continues to hoot and holler that she would never stay at this resort on spring
(15:29):
break all the way from 45 minutes away.
If she knew we wouldn't have a hot tub available for her.
I go, Oh my God, I'm so sorry.
So I explain the whole situation.
This is what happened.
This got done.
Then that is getting done.
This week, but you know, we had to fix a couple spots here.
(15:49):
It was unanticipated.
I'm so sorry.
I wish I could help you.
I'm hoping it opens up tomorrow.
How long is your stay?
Yeah.
And she just keeps on, keeps on, keeps on.
And how much compensation do we think she asked for?
Her entire stay comp every single night because she didn't have a hot tub.
(16:10):
I would second that, but then additional punitive.
And you need to give me all my drinks for the weekend.
Okay.
Yeah.
Plus a comp night.
Okay.
My soul is cringing first of all because I think we've all been in those situations
when it comes to pools and communication with guests.
And even though it's on our website or the other way, we didn't know.
(16:32):
So like my soul is cringing because this really is unexpected.
Yes.
Um, welcome back certificate.
That's what you think she asked for?
I think definitely a night stay or two, but definitely a welcome back.
Like she wanted her next day comped.
Yes.
Okay.
So she had two rooms for a four night stay.
(16:54):
She wanted both rooms comped the whole week for a hot tub not being available for a day.
How many days had she been there up until that point?
That I don't know.
So I don't know if her listeners know.
I have no access to that.
I have no access to resort management information.
I do my best.
(17:14):
I just jumped in and tried to like give good service.
It's also audit season.
So everyone was like, that could be an auditor.
That could be an auditor.
So in the back of my head, I'm like, any of these people, like I'm not used to this.
I could do it, but I'm not used to it.
So we're, I'm continuing to talk with her and I kindly have to tell her, I empathize
(17:34):
like your frustration with the situation.
I have no control over compensation, but I would love to pass along your information
to the front desk management team.
I hate you.
Well, it's true.
She does it.
That's all I could do.
You really don't know, but you're like a director of rec.
(17:55):
So you still have a title.
You should be empowered in the club side.
Yeah.
I work on a different side.
It's like basically it's a whole different world.
It's crazy that there are resort guests in her area because they're crazy.
It's crazy.
It's crazy.
It's not a thing normally.
No, my area is not open to resort guests.
It's only club members, but it's since their pool was worked on.
(18:15):
Okay.
But like even if you're dealing with resort members, you still have empowerment to compensate.
No, no, I don't.
But if they're experienced, like, so what are you supposed to do?
I pass it along.
The best I could do was communicate their displeasure with someone who could do something
about it.
I'm sorry.
My mind is blown right now.
I can go over my job description.
How do you not demand that?
(18:35):
No, no, no, no.
How would you not demand that though?
I don't want it.
It's actually better since when I was there.
Like we almost like we didn't know anything about club.
Club didn't know anything about us.
It was like basically like two different distances.
No, it was two different properties.
Yeah.
I fully understand the properties and like the separation of the properties.
But when it comes to that level of leadership, you should have that sort of empowerment
(18:58):
to take care of both sides.
If you're caught in the middle of any sort of guest experience, resident or not, you
should be able to take care of them.
But on the other side of things, I don't want the resort messing with my boat rentals
and the reservations because I'm particular about it.
I don't want them signing up kids for swim team.
But there's just so much.
(19:18):
There's nothing to do with taking care of them.
I'm not supposed to take care of guests.
She's not even supposed to technically talk to them.
They're not supposed to be in her world.
Yeah.
She's on a private club, members only.
So I offer to share this guest contact information with someone who could offer her whatever
compensation they deemed fit.
Yeah.
(19:38):
So, Miss B, to bring back your question, why did we choose to do it during this time?
Bill probably already knows the answer.
So when you're resurfacing a pool deck, you have to wait for it to one, not be in rainy
season.
Two, the concrete can't be so cold at night when it's curing.
And three, you don't want to be like so, so, so hot that it dries too quick.
(20:01):
And since both sides agree that, okay.
Spring break it is.
The club members use one pool.
We would just shimmy the pool that we would always have one available for everyone to
use.
And unfortunately, we had to redo some of my pool deck.
So I went along and wrote my little report email.
(20:23):
Front desk managers.
And I CC their manager and I CC my manager.
And I said, Mrs. So-and-so would love a call back.
Thank you.
Okay, let's take another guess.
What do you think the front desk manager offered her as compensation?
I hope they offered her dinner in the restaurant.
Okay.
That's not a bad guess.
(20:43):
That's what I would have done is what I'm saying.
If they, that whole thing, I've been like, look, this is what I can do for you guys.
I'll go ahead and give you and your family dinner in the restaurant tonight, but there'll
be a Jacuzzi available tomorrow.
I apologize.
Your afternoon was inconvenienced, but there'll be something available tomorrow.
Yeah.
Or like maximum pushback, one night comp.
Okay.
But keep in mind.
One night comp on one room.
Keep in mind, that's probably like 600 per room.
(21:03):
No, I know.
I know.
But I would think one night max.
So we don't know the length of stay.
Four nights per room.
Oh, four nights per room.
But how many nights they had already been there is the question mark.
I can assume since they were like baffled that we were doing any construction.
Probably their first.
They had either been there one night or checked in that day.
(21:24):
I would do one each luxury.
It's one night.
I wouldn't future compensate them and be like, Oh, well, we'll give you the remaining six
nights.
I think you guys are so generous.
She's making up a reason to like fish for compensation because we didn't have a hot
tub.
This is how we've been groomed.
This is how we literally in the middle of the conversation.
(21:46):
I thought of you guys and I was like, this fishing for compensation.
That's what they do.
So we offered $100 credit per room.
Oh, I love that.
So it was just a credit on their bill.
So I was able to leave the conversation with them pleasant with our interaction.
They weren't pleasant at that their entire stay, but they were like, thank you for coming
(22:10):
down here.
Like, you know, we appreciate it.
And then a server is walking behind them and I go, ladies, what are you drinking?
Mojitos?
Margaritas?
This next round's on me.
I just looked at the server and I was like, just call me, just call me.
This whole thing we were just talking about and the concept of fishing because of a truly
minor issue.
I mean, the hot tub is going to be back the next day.
(22:33):
You know, it's like the story that Ms. B shared about the guy that broke the TV and then disputed
the TV.
How do you break something that expensive and then just expect that there's no penalty
for it?
You know, I truly don't know.
Do you have a follow up?
There's no huge story, but just more of a little dude.
(22:55):
We had a guy this week that broke the toilet.
Wait, what?
Shattered the toilet.
Like, we don't know.
Is he okay?
Was it like which part was shattered?
That's a great question.
So you know the back part?
He must have just slanted back.
Oh, so just the lid.
No.
(23:16):
Oh, the lid against the tank.
Yeah, that whole tank thing.
Crack to shit.
He was just like leaving him back and getting coffee.
No idea what he did or how it was possible.
Was he traveling alone?
Yes.
Who's drunk?
Why did you ask that question?
I mean, you know, people.
Rowdy.
But so you thought they were doing the nasty on the toilet?
In the bathroom.
(23:37):
Oh, in the bathroom.
And like someone fell?
Could have been.
But wait, it's not somebody else.
Living up or down?
Did the toilet?
If you're lucky.
But so the housekeeping report is they're doing stay over service and they're like,
dude, this toilet's destroyed.
He didn't report it.
No.
And they see the toilets broken and my assistant manager, we were like kind of doing a passing
torch.
(23:57):
You know, I was leaving.
She was coming in.
We there for a minute.
I'm like, oh, that's all you girl have fun with that because she's like, I can't just
accuse him of breaking the toilet.
I'm like, why don't you just start by just calling saying, Hey, this is what we noticed
in your room.
We just want to make sure you're okay.
You're not hurt.
Yeah.
And she's like, do you require medical assistance?
How that happened, bro.
And so she doesn't.
(24:18):
I'm sitting there watching and she's like, hi.
Like, you know, the housekeeping reported that the toilet, what's it called?
The tank tank.
He's like, was completely cracked and completely and we're like, we just wanted to call to
make sure you're okay.
You know, she did all that.
And he's like, I'm fine.
It was like that when I checked in.
I thought you guys knew.
So I didn't report it.
I didn't do that.
(24:39):
She's like, okay, okay.
She's like, I was just asking if you were okay.
She's like, cause yeah, we didn't see that before and that's definitely something housekeeping
reported, but you know, we're just making sure you're all right.
And you know, so, so are you going after him for, okay.
So when he checked in, there was water all over the floor from the.
Exactly.
Exactly.
(25:00):
So we're like, uh-huh, but we didn't charge him, but we were just like, okay.
And you know, it is what it is.
Is that like a common expense for broken toilet?
No, I've never seen that.
So he was going at it.
I don't know what he was doing.
He really had to go.
There's an emergency.
I've, okay, we've all had emergencies here.
I've never smashed a toilet tank.
Good God.
(25:21):
I would totally judge you if you had.
Are we judging you?
Have you?
Gwen, no.
Just the lip that goes on top.
No.
You know, in the seat.
We're talking like that back thing that you went over.
No, well the lip that goes on top of the tank.
The tank lid?
Yeah.
Like, you know, when you like sit down on a seat and it like shifts suddenly.
No, you know that.
(25:43):
Like your stomach drops out of your soul feeling and you're like, you're going to fall into
the depths of your toilet.
It cracked like the corner piece of the lid that went on because of the.
You know, you can tighten the toilet seat.
Yes.
I, yes.
Like if it shifts, you know, I didn't know that it shifted at the time.
(26:06):
You learned something.
It was an emergency.
It was a learning opportunity.
Oh, that's so funny.
So yeah, sorry that quick minute, but you reminded me of that guy.
I don't mind the tangent.
We can segue into my one funny thing this week.
Oh, I'm excited.
Well, I texted you guys all about it earlier, but I brought it home with me.
Oh my God, I want to see.
(26:27):
Oh yeah.
So in the spirit of MacLavin.
Truly.
I sent this out to my entire team.
By the way, I have to tell you.
So I walked into the hotel this morning and I walk into the front desk and I greet my
team and I looked down at the computer and I'm like, what is this?
And she's like, I've been trying to figure this out.
(26:49):
And it was this really terrible looking quote unquote ID, right?
So I picked it up.
I'll let you feel it as we pass this.
Even from the table, you just holding it, it is very flimsy.
Would you accept that even from this far away?
No, but here's the thing with this though, is that this is it.
(27:11):
Look at the back of it.
Oh, yes.
We'll get into it.
We need a description.
Our listeners need a description.
Wait, wait, wait.
Before we get there, this is the best example that I have seen to date of why we ask you
to remove your ID from your wallet.
Oh, fair.
Very fair.
But then looking at this thing, there were like half a dozen different things that immediately
(27:34):
jumped out at me.
Yes.
I love it.
So did you talk about the back?
Can we tell our listeners what it is?
Wait, wait, can you say my favorite part?
On the back of this quote unquote ID, it's all white.
You see the word Epson, like the print dick paper.
So it's literally photo paper.
It's just photo paper.
Oh, I was trying to figure out if it was like laminated, but not on the back.
(27:57):
No, it's just photo paper.
No, you know what this paper is?
This is like the first grade cut out photo that you get from school.
That's literally the paper.
Yeah, pretty much.
So this is the wallet size photo that you spend so much money on.
3297.
Of your children.
(28:18):
See, I was thinking this was a business card.
The $59 package where you get one four by six and three wallets and that's it.
Yes.
Or now you get 12 wallet size.
You're like, who?
Why do I need 12 people?
Guys, why would you need a fake ID if you're this fork and old?
Well, he's old.
Okay.
Born in 59.
(28:39):
Okay, wait, wait, wait, wait.
So I brought this home so that.
Yeah, let's break it down.
Let me have this.
I'm touching it.
Give me.
Here's the things that I love about this, though.
And I don't even know where to begin.
So the paper first and foremost, the quality of the print, secondly, is just terrible.
But the name woman's name, man's photo.
I didn't even notice that.
(29:01):
What?
I was more focused on the signature.
Well, that was another thing, but you didn't think that he looked like a Roseanne.
It's 2024.
Don't judge to your point.
Yeah.
The signature line is just like a type written font.
It's like an e-sign signature.
It's one of those like automated fonts that you e-sign with.
(29:23):
Yep.
Love the fact that states that he's five foot three has blonde hair.
Clearly.
Blonde hair.
Clearly does not have blonde hair.
This man is brunette.
He also looks taller than five three.
Yeah.
What would you say his age is?
He doesn't.
Well, 50.
Late 50s.
Well, 59.
How old are you if you're born in 59?
No, but we think that's somebody else's.
(29:44):
You'd be 65.
Oh, he's not 65.
He doesn't.
I would say 40s.
Late 40s.
I would say he looks like.
Mid to late.
Yeah.
45, 47.
Yeah, I would agree.
Yeah, not born in 1959.
No.
Anyway, just really terrible fake that somehow ended up on our front desk with no story.
What the heck?
And that's what bothered me the most.
And left it behind.
(30:05):
You didn't do a group text at front desk.
Like, guys, I need a backstory.
Yeah.
That's what bothered me the most.
I'm like, I want to know how this got here.
It was not in your pass on.
Yeah.
It was a story.
I'm done.
And they left it there.
Well, I'm maybe impressed that your front desk agent confiscated it.
That was the first question that I asked.
I'm like, was this accepted?
Maybe it fell out of someone's pocket and someone found it.
(30:30):
Possibly.
I hope it was confiscated.
That's more fun.
Maybe it worked for something and then they ditched it.
Maybe.
But like I was saying, this is the prime reason why we ask you to take a ID out of your wallet.
Because I mean, if I had this in my wallet and I just did like a real quick open my wallet,
show you kind of a thing, most people wouldn't catch it.
Yeah.
(30:51):
No, that's.
But see.
Makes me want to.
If the name matched like a reservation address match, all that jazz.
But I probably wouldn't look too closely at it.
Roseanne would have given me flags.
And then the other thing that dawned on me was not a good fake, but it's a better fake
than I could make.
So then I Googled it thinking, hmm, I want to order a fake ID for 80 bucks.
(31:12):
My fake ID looked a lot better than that.
Hang on.
Hang on.
So then I Googled it and it came up with a link to a Photoshop template that you could
download.
Oh my God.
Oh, I'm sure.
But I mean, how many times do you have to request somebody to take their ID out of their
wallet though?
Is that a normal thing?
Most of the time people hand me the ID.
Yeah.
Rarely have.
(31:33):
They already know.
They already know.
So that's why I'm.
Well, me as an ideal guest, of course I do.
It's a couple of times a day they go, do I have to take it out?
Yeah.
Sorry, blueberry.
Right?
No, I don't.
Do you know who I am?
No, that's why I'm asking for your ID.
Oh my God.
So we had one of those this week.
Do you know who I am, dude?
(31:54):
But he's like, C list, D list.
I wouldn't even call it a C or D list.
Like F and G list.
You know what I mean?
Like, I don't even know who you are.
And he seemed to think he was the bee's knees and he did not want to provide a credit card
for his reservation.
Probably has like a podcast that he thinks he's really cool about.
Ouch.
He's a voice actor that did something on something maybe once and he is like a descendant of someone
(32:17):
important, but he thought he was the bees knees.
I would not give a credit card.
So I go back to the sales manager, be like, Hey, remember that guy you were telling me
about this kind of stick?
Yeah, I'm like, he won't provide his credit card.
She's like, it's fine.
Just use the card and file.
I'm like, okay.
So we checked him in, but I'm like, nobody even knows who you are.
You're not even on the list.
Okay.
And like, if I have to check your ID, I don't know who you are.
(32:38):
But interestingly enough, yesterday we actually had someone who was legit, who is the CEO
of one of the biggest clothing retail chains, coolest guy ever gave his credit card for
ID.
His last name is the store.
And he acted like, you know, whatever, like he's just a normal guy.
Like I never would have guessed it's people who are nobody that are like, Oh, you know
(33:01):
who I am.
And then people actually are somebody they're like, pretty chill.
Yeah.
Not every time, but a lot of the time.
Okay.
So I'm like, oh, I'm not sure.
All right.
Let's hear it.
Okay.
So I know like me and Gwen are typically the positive patties.
Positive patties.
Yeah.
Yeah.
I need to be a negative Nancy against my coworkers right now.
(33:22):
You know what?
Is it safe to rant though?
It is safe to rant.
Let's hear it.
Okay.
So you guys know we deal with boat rentals.
Okay.
There's a lot of like rules that go with boat rentals as far as like charging time,
you know, do I have the staff available and we have specific rules on captains, you know,
(33:43):
we don't just hire like Joe Schmo off the street to be paid under the table by these
people.
They need to have their certificate of insurance.
We need to be named as additionally insured.
If anyone is wanting like rules to be bent.
Yeah.
I need to know about it or my GM needs to know about it because it's coming on my desk
(34:06):
and I'm iffy about it.
It's going to go to her desk or I'm going to tell you, have you gotten this approved
by so-and-so?
Yeah.
I am sick of managers just making reservations and not telling my department about it and
not getting it approved.
It has happened twice this week of people hiring Joe Schmo to drive the boats and allowing
(34:31):
so our boats are also not open to the public.
They are exclusive to resort guests and residents.
Right?
It's not, you can't go online and just book it.
You have to be affiliated.
I will sometimes bend the rule for sales groups that are in house for the day, right?
And they want a cocktail hour, happy hour on a boat.
(34:53):
Okay.
They have a house account.
They have a master account.
I can charge the billing to it.
That is a gray area that I'm totally okay with.
Again, these managers twice this week, I've been like, wait, what are you talking about?
We have a boat rental and like who, who is driving?
Wait, who set this up?
Wait, you didn't ask anyone to do this?
Well, because they just crossed over your line.
(35:14):
Like that's your territory.
Cross over all the lines.
Like it's not only my job in jeopardy, but it's your job in jeopardy and the integrity
of property in jeopardy.
Yeah.
What the F are you forking doing?
So I had one scheduled for next week, I have it handled, but I'm the bad guy to the guest
because I am the one calling and being like, yeah, that's not my bag.
(35:37):
You're like, actually, yeah, that valet kid that so and so told you would drive your boat.
Yeah, he can't drive the boat.
Oh yeah.
But they're employees.
So why can't they, they park my car.
Why can't they drive my boat?
Because it's a boat.
No, different.
Thank you.
Well, that makes sense.
Why earlier, you were like, no, I don't want the other side to book my thing.
Exactly.
(35:58):
Because they don't know the territory and crossing those lines.
Yeah.
The worst part is these are two managers that I work really, really closely with and I
have very, very high respect for it and you have officially lost it.
So they tried to bend the rules without asking you first.
Kind of like what we were talking about earlier about how hard it is to build a reputation,
how quickly you can destroy it.
(36:20):
Correct.
Yep.
That's crazy.
I'm not doing more like doing favors, but again, I am not going to put my reputation
and my department's reputation and property's reputation at risk without approval.
Look, if I have approval for it, I'll do it.
If my hands are out of it and it is approved, I will do anything you want me to.
(36:44):
But if you haven't gone through these steps that you need before it ends up on my desk,
oh no, these are booked, these are literally booked and I'm just like looking at the notes
in the reservations for ships and gigs and I'm like, wait, who booked a driver?
Who is the driver?
How many people do they have?
Oh, they need food and bath, but it hasn't been ordered yet.
(37:05):
Oh, and this is all supposed to be my responsibility.
Okay, cool.
And I'm the bad guy to the guest.
So I had to have an uncomfortable conversation with a guest today.
I said, yeah, little valet driver can't drive your boat.
No, but I can offer you a captain for $350.
Right, and that's discounted.
(37:27):
Yes, and she goes, is that the best you can do?
Unfortunately, yeah, it is, man.
So I'm the bad guy.
That's so shitty.
Yeah.
Well, my boss is like, well, I've reprimanded them, you fix it.
Okay, we'll do.
We'll do.
Thanks, boss.
I mean, I understand her position.
Yeah.
Like we're both in the middle of it and she'll come in if needed, but I'm the first line
(37:51):
of defense here.
And what type of manager was it that put this together?
It's a director that's now on vacation for the next week and won't even be in town during
the boat rental.
So I call the manager, hey, are these like guests of yours?
Like what's going on?
Oh, the concierge like booked it for me.
They have it handled.
(38:12):
Like, okay.
I think that's great, but I obviously have questions.
So then I call the concierge.
Hey, what do you know about?
Oh, well, the manager just told us to book it and we ordered to take charcuterie board
for them.
And I go, okay, well, are they staying at the hotel?
Oh, let me look really quick.
No, I go, they're not members.
So who the fork are these people?
(38:34):
Again, our boats are not available to the public.
So we have Josh Moe's renting my boats.
We have payment.
How are they going to pay?
Right?
They have no room.
They have no member charge.
So how am I going to get payment for this?
But they got approval from this other manager who has no say over.
(38:54):
No, right.
Yeah.
Right.
No, 100%.
Um, captains, but I was saying for the concierge team, they had approval from another manager.
For sure.
Um, captains.
So I'm running around in circles today, figuring this out.
These boats are supposed to go out at 430.
It's like too late to like cancel and be an a-hole.
Right?
(39:14):
So I just have to say like, f it and like figure it out and make sure they're taken care of
and make sure I get payment for the rentals.
Well, Liz, why don't you just get your captain's license problem solved?
I don't want to hold COI.
I really don't.
I want to see you in a hat.
I do too.
She looks so cute.
I'll do it for you.
I'll do it for us.
Uh, it's a conflict of interest.
(39:36):
If I did it outside of work, but I don't think I could do it elsewhere down at my current
property.
It'd be a conflict.
Yeah.
Yeah.
So long story short, I do agree with you Gwen, that that manager put a bunch of team members
in an awkward position and they just listened to a person in leadership and said, yes, of
(39:58):
course I will do this for you.
That's crazy.
So now I had to go back and try and be nice to this manager and he was like, oh my God,
this is just a shell.
Like they told me I, they had it handled.
And I said, no, no, no, no, no, no, sir.
They had it handled to the best of their abilities.
We don't do this.
I said, this is not something that we allow.
(40:18):
This is not going to happen again.
Good.
And I said, for today, we're going to say their friends of the people on the Duffy and we're
never going to speak of this again because I'm not going to ruin their experience.
And I said, how are they paying for the food and beverage?
Oh, they already, they took a credit card over the phone.
Like, okay, how are they paying for the rental?
(40:40):
Because they have to walk across property to pay with a credit card or I'm charging your
department for it.
And I put it in my closing report and I said, based on this week's events, I think we need
a refresher on both rental policies and procedures and for managers to clue us in when they bend
the rules or want approval for something that doesn't go along with our policies.
(41:03):
I love that.
I was the bitch this week.
It was me.
But I'm having to clean up their mess.
Yeah.
I'm trying to clean up my own mess.
I just got back from six weeks.
I don't need your mess too.
No.
I hate to say this, but I kind of like the feisty, fired up rich.
I know.
I love it so much.
I was so fired up and I had two associates like helping me.
(41:25):
We had to move the boats for this group to another dog.
We had to do.
No, don't even get me started.
Blankets, ice, cups, waters.
I'm going to throw it in the front of the bed.
And that's just us, not even room service stuff.
So while I was having some of these combos and figuring it out, my two associates who
are fairly new, I said, okay, team, let's go.
(41:48):
We're figuring this out.
So I'm carting them across property and trying to figure it out.
But I'm also like, pick that up, pick that up.
But I'm also introducing them like, okay, concierge, this is my team.
This is rec kid number one and number two.
They're the ones that bend over backwards and do everything you want for boat rentals.
So say, say thank you and give them little, um, incentives, little incentive, little
(42:13):
sheeps for free shit on property.
Yeah.
I just wanted to bring them over and introduce them to you so you could put a name with
a face next time you stabbed them in the back or set them up for failure.
Yeah.
True that.
So I'm sick of it.
I got to look over all of the notes for all of the boat rentals for eternity to make sure
it doesn't happen again.
I'm sorry about that.
(42:33):
So those are my a-holes of the week, my coworkers.
I love that.
Okay.
Rant over from Liz.
I know it's rare, but I love that.
I found one that you inspired me while you were talking like, oh, this reminds me of
one and I found it.
All right.
Well, let's do this.
Share that story.
Okay.
And then Gwen, can you share that, uh, review that you shared with me earlier?
(42:57):
So 100%.
Oh, I can't wait.
And we'll end the episode on that, uh, that review from the interweb.
We have to guess.
I've experienced it.
Guess the rating.
Oh, I love this.
I love that.
Yes.
Well, Miss B's got her Miss B's B of the week.
Sure.
Whatever you guys want to call it.
So basically this guest stayed with us.
She wanted to move rooms because there was a ton of condensation on her window.
(43:21):
And that happens for a multitude of reasons.
Interior?
Exterior?
Interior.
Oh.
Oh.
And we can't, she, but she was like, there's all this condensation on the window.
We didn't do this.
We didn't do this.
And she swears it wasn't her, but it's like, how many, how many people were occupying the
room?
Four.
Family of four.
Yes.
(43:41):
Four back to back showers.
You're going to have it.
Exactly.
But she was super upset.
This is a danger for mold, this and that.
We're like, okay, okay, okay.
Oh yeah.
Mold is going to happen.
And then she said she could smell mold.
Shut up.
Shut up.
She said she could smell mold.
And there's that, we're like, okay, ladies.
You guys got me like worked up and bitter.
I know.
I love it.
Oh my God.
(44:02):
You have come over to the dark side.
Right?
It happens.
So they were here two nights and they didn't say anything till their second night.
So it apparently was fine, but she wanted compensation.
So the front desk offered her a $50 food and beverage credit and free parking.
And but she said, but she still wanted more compensation.
And the front desk agent was like, we may be able to give you some points.
(44:24):
We'll have to toss the tour manager.
She can reach out to you in the morning.
Okay, fine.
So they offered her 20,000 points, 20,000 points, plus $50 food and beverage plus comp
parking.
And I would offer like five.
Seriously.
For that?
No.
And plus she was staying on points.
So the next morning I get in, she wants to talk to me and I'm like, sorry, for our
(44:45):
listeners, Bill and Gwen just gave a massive eye roll.
I think they felt it.
To both of them in unison.
Yeah.
I honestly, like, so I get in and I read the reports.
I just feel like she's scamming.
And I was like, this is how you get points to stay at hotels.
Like you're just a monster.
And so she comes up to the desk and she's with her teenage daughter and she's just like
(45:06):
going off about everything.
And I'm like, oh, I'm so sorry.
I'm sorry.
I'm like, but everything was okay your first night.
Yeah, we didn't notice anything until the second night.
Like that's really weird.
Do you guys take showers before?
And she's like, well, I don't know.
I don't know.
Fishing.
And I was like, well, this is what, you know, they've done, they've comped your parking
$25 night.
That's $50.
And they gave you a $50 food and beverage credit.
And then they gave you 20,000 points.
(45:28):
And I was like, I'm not really sure what I could do on top of that.
Just that in itself is a lot of compensation.
She's like, well, I shouldn't have to pay for my stay.
I want the entire points back for my stay.
And I was like, oh, you know, I'm sincerely sorry.
You feel that way.
I could probably give you some more points, but that's really the best I can do for you.
I was like, your first night you said was completely fine.
There was nothing wrong with your first night.
(45:49):
And then the second night you discovered the condensation and you said, but that means
the mold was there the whole time.
Like there's no mold.
We went up there.
There's no mold.
I could smell it.
And I was like, your second night was the one that you had a problem with.
And I was like, and we've given you more than enough compensation.
I can't do anything further for you.
And she kind of was like, okay, whatever, and swarms away.
And then she comes back and check out, talks to the front desk agent.
(46:11):
And I was like, yeah, I talked to the manager and I'm supposed to be getting the points
back for my stay.
And then an additional 30,000 points.
Oh, that was not what was agreed upon.
And the desk agent, she knows.
She comes back.
She's like, this V. And I was like, are you kidding me?
And I go back out there because I didn't know if she still thought I was there because
it was later during the day.
And I'm like, hi, we spoke earlier.
(46:32):
She's like, oh yeah.
And I'm like, I'm sorry if there was confusion.
I wasn't giving you points back for your stay.
And then an additional 30,000 points.
She's like, oh, but I thought that you had said and like, no, no, no, no, I told you,
you know what they done and what I could do more.
And I was like, why would we give you points back for your entire state and then pay you
to stay here?
And they went over the list.
(46:53):
We gave you the $50 food and beverage credit.
We gave you $25 off of parking per night, which is $50.
And then 20,000 points.
And then an additional 10,000 points.
Why would I pay you to stay here and then do all those things?
I was pissed.
And I said it nicer than that.
She's like, oh, I just misunderstood.
And I was like, okay, well, just so we're very clear.
No.
She didn't misunderstand anything.
(47:14):
She just to your point thought you had already left for the day.
Gwen is fuming.
She's a scam artist because she was stayed two nights on points.
And I think she was like a strawberry and like a raspberry.
And I'm like, this is how you get those points.
I'm not falling for it.
We're gonna confer the research department on this one.
(47:35):
On that note, Gwen, I think you have a guest that raiding.
So excited.
This is my favorite game.
Okay.
So here's the header.
Remember exceeded expectations.
All was great.
Except on Friday night, I was having sex with my wife.
(47:56):
Oh my God.
I thought the except was big, but I guess not.
And the neighbor complained about the noise.
The girl from the front desk Friday night knocked on our door and treated us very rudely.
She yelled at us.
In the middle of the nasty.
Oh my God.
That's all we have to presume.
(48:17):
She yelled at us that it's a family hotel exclamation points.
What does that have to do with my wife and I doing exactly what a happy married couple
do on vacation?
It was a very insensitive and rude of her to say that to us.
Oh my God.
Was this a review or a survey?
(48:39):
Survey.
Okay.
Wait, what's the difference?
One post where people can see it like on a trip site.
One is internal.
Yes.
Thank you.
A review is the external review.
What are they called?
Like the OTAs.
OTA.
Okay.
Right.
But that's a booking channel that has reviews.
(49:00):
What you think one people can see one's internal.
Okay.
Cool.
Cool.
Cool.
Cool.
Cool.
Holy crap.
So we're guessing the rating.
Wait, does it go on?
That's it.
Out of 10.
So it was rude when she told them to quiet down from doing the nasty family hotel.
So this is a family hotel.
(49:22):
You need to quiet down.
Did the associate like outright say you got a noise complaint for having sex?
You know what I know.
So it could have been a, it could have been, you said three.
The neighbor complained about the noise and the girl from the front desk on Friday night
knocked on our door and treated us very rude.
She did say positive about the staff prior.
(49:43):
That's why I didn't get a one.
This should be a review for their neighbor, not the hotel.
Yes.
The rating probably.
Yeah.
With the game.
No, Bill.
Bill, what's your rating?
I can't play.
I've already seen the answer.
Damn.
Okay.
I would have out of 10.
Yeah.
If I would have been guessing, I would have guessed right along with Miss B.
I'll go with a five.
(50:04):
10 out of 10.
What?
You're kidding.
What are you kidding?
That bed in those sheets must have been phenomenal.
It must have been some good.
Maybe they were the ones who broke the toilet.
Oh, maybe.
Wait, 10 out of 10.
10 out of 10.
Okay.
If they would have given you like a passing rating, I would have, well, that's only a
(50:24):
nine or a 10.
I mean, him and his wife must be very happily married for it to be a 10 out of 10.
They have a very happy sex life.
Good for them.
Wow.
Family.
Jealous.
That's crazy.
Maybe he's like us in the hospitality industry.
Maybe.
And he knows.
He's like, I'm still going to give him my feedback.
I'll give him a 10 out of 10 because I don't want to hurt their scores, but I want you to
know what happened.
(50:45):
Or maybe he gave a 10 out of 10 because he was delivering the goods well enough that
it caused a noise complaint from the neighbors.
Yeah, he was proud of himself.
It was an ego.
Yeah, maybe.
I mean, he did feel the need to announce it in a survey.
I was having sex with my wife.
Like deliberately.
I did it.
I did it.
No, internal.
Internal.
(51:05):
Yeah.
We'll get there.
We'll get there.
But still, regardless.
That's great.
I mean, you are responding to, I mean, like, what do you say?
No, I mean, like, from the guest perspective.
I would have had a good time.
Glad you enjoyed your stay.
Thank you for letting us know.
Thank you for letting us know.
Clearly you enjoyed your stay.
You could do it.
But you could do it.
But I mean, like, what caliber of person, like, what are they thinking where you're
(51:28):
receiving this generic email that says, follow this link and rate your stay.
And you're blatantly typing out, my wife and I were having sex.
Like, what caliber of person are you?
Okay, but like on a blue pill and excited that he could do it.
No, no, no, no.
Let me play devil's advocate here.
If I were to rewrite that, I would say like my wife and I were being intimate.
(51:54):
Exactly.
I was my wife and my neighbor.
Like, I cannot believe it was 10 out of 10.
People don't know how to do surveys.
Back to Bill's point.
Oh my God.
Maybe his wife gave him a 10 out of 10 that night.
Good job and a smack on the ass.
Yeah, maybe they get off on that.
Maybe a high five.
I don't know.
(52:14):
That note.
Well, let's take the smack in the ass and the 10 out of 10 for a sex-written review.
We are sex positive here on the TFTSI podcast.
No king shaming.
No king shaming.
No king shaming whatsoever.
But.
There is a foot out there for everybody.
Don't get me started.
Maybe that's why his wife was screaming so much.
Maybe.
(52:34):
Maybe.
Gwen, that's a callback.
You need a binge.
I'm just gonna put it on what subject.
There's a foot out there for everybody.
Oh, 100%.
Any hoosie.
Take it away, Bill.
So let's end this whole conversation on this very positive note.
Thank you so much for listening.
We appreciate you joining us.
Liz, I know I always pass the torch to you to go through our socials, but you're good
(52:57):
at it.
You own it.
Let's hear it.
Okay, so make sure to visit our website, www.tftsi.com.
If you have any comments, questions, want to be a guest on the pod, make sure to scroll
all the way down to the Contact Us box.
We are on any socials, TikTok, Instagram, Facebook, anywhere you listen to podcasts,
(53:18):
Spotify, Apple podcasts, you can even listen to us on YouTube and give us a follow on LinkedIn.
We're a big deal on LinkedIn.
Come find us.
And make sure when you are listening to the pod, make sure you leave a rating and review
for us.
We would love being your friend.
Internal or external?
I think there.
Yeah, website would be internal.
(53:39):
Oh, I forgot one.
If you have anything else to say, make sure to email us at og3.
That is og, the number three at tftsi.com.
That was amazing.
That's why you handle that.
Lawless.
I don't want to keep having me back.
Consimate professional.
(54:00):
10 out of 10.
Oh, yes, I got a rating.
But did my neighbors hear it?
No, no, let's not make an uncomfortable bill.
And on that note, we will see you again in about two weeks.
Bye.
All right.
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