November 3, 2023 • 46 mins
Join hosts Bill, Liz, and Ms. B in the latest episode of Tales from the Service Industry as they dive into the fascinating world of customer service. Get ready for some jaw-dropping stories as they recount their wildest encounters with customers. From unbelievable incidents like encountering a makeshift dental clinic in a hotel room to bizarre situations where snakes have taken over hotels, this episode is packed with unbelievable experiences. As if that weren't enough, they uncover a shocking incident featuring a night manager who was caught in the act of doing something unimaginable to a guest's toes while they were asleep. Tune in to this episode for an unforgettable ride through the world of crazy customer service moments and wild hotel stories. #TalesfromtheServiceIndustry #CustomerServiceChronicles #WildHotelStories
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Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:00):
Hey guys, welcome back to another episode of Tales from the Service Industry.
(00:07):
I'm one of your favorite co-hosts, Ms. B, and with me I've got...
Oh hi, I'm Liz.
I'm the resident deviant.
And...
And I'm Bill, I'm your host.
And we are so glad to have you guys back.
Thanks for tuning in.
And sorry, it's been a little minute.
I think it's been longer than a minute.
It's been like eight weeks.
Oh my God.
(00:28):
Dang.
Sorry, guys.
It's brand audit time.
It's budget season.
It is just that time of year where we get slammed.
It's the hotel's version of the ninth gate of hell.
Yeah, yeah, yeah, yeah.
100%.
So we're all just trying to survive.
So thank you for tuning back in and coming in to hear our fun stories.
(00:49):
And I'm sure you missed our amazing voices.
So we've got some stories tonight for you and we are excited to be back.
Very much so.
Bless you.
I've got that.
Careful, there's a lung on the floor.
No.
Oh, I was also sick for a hot minute.
Oh, that's right.
Oh, yeah, you were.
I didn't have a voice for almost like two weeks.
(01:11):
Yeah, yeah, yeah.
And I was like, I'll still come on.
Well, no.
And I think I said, no, I'm not getting sick.
It's good that you guys said that because I was feeling terrible, but I sounded bad.
But the next day I was deaf.
So you guys would have gotten so sick.
And I'm glad she threw down the veto card.
OK, so Miss B, you said brand audit.
(01:33):
Did you guys get audited?
How did it go?
Yes, we got audited.
I would like to say we crushed it.
We did really well.
There's always areas of opportunity, you know, with any audit.
You learn some areas you could do a little bit better.
But overall, I'm very proud.
If that was the case, you would be a millionaire working at like a 5000 star property on a
private island.
(01:53):
So yes, room for improvement.
Yeah, because I mean, we all employ humans and a lot of the score is based on humans.
And so someone could be having an off day.
Someone could just something that slipped their mind and they missed one thing.
So you're never going to be perfect.
But if you come away with it with a pretty decent score, you should be proud and celebrate.
So yeah, my team missed a few things here and there, but overall did well.
(02:14):
So we celebrated as you should.
And apparently audit is in the air because I got audited too.
No way.
Yeah, way.
How do you do?
Drum roll again.
That's a solid score.
Yo, nice job.
I'm happy with it.
We were about four points back from like ticking into the next tier.
Amazing.
So I was very happy with the way the team performed.
(02:36):
That's awesome.
Kind of similar to your experience.
We had a few things where humans missed a specific comment, a specific recognition, that
sort of thing.
But for the most part, the team did great.
That's amazing.
I'm really happy with the team's performance.
And if you remember how your property was doing like what, 10 months ago?
Yeah.
I think you excelled.
(02:58):
Yeah.
Like there was a conversation about the flag being in jeopardy.
Yeah.
So we've gone from that.
We've gotten out of the bad kids section, the naughty list.
We're like all eyes are on you at all times.
Yes.
And we're now in a place where I'm not going to say we're comfortable, but the heat is
off.
That's good.
(03:18):
We're in that transitional period where the heat is off, but now we just kind of do our
jobs.
You need to maintain.
But exactly.
No, no.
There's plenty of areas that we can push.
We actually had a meeting today with all the department leaders to go over the audit and
see where we could have pulled more points.
Just correcting the human pieces and a couple of brand requirements, we would have been
(03:38):
in that next tier.
No way.
That's amazing.
So I'm happy.
See, but when you were saying maintaining, I agree because at least when you get to
a certain score, there's always areas you can improve, but you also don't want to slip.
So in that maintaining aspect, continuing to do practice audits and ensure we're still
hitting those points that people don't just get relaxed and be like, oh, we already passed.
So now we're good.
(03:58):
We don't have to do that anymore.
No, no, no.
They were just here a week ago.
They won't be here for another year.
Making sure you're still hitting all those points.
So I was paid a really nice compliment today.
That's kind of on those grounds.
So rare.
I know.
Well, it was an internal compliment.
It came from one of my managers.
You kind of alluded to where that hotel was about a year ago versus where it is now.
(04:21):
About a year ago, when I first got there, I was in a task force mode where I was more
of a caretaker than anything.
Decided that I liked the property and I wanted to stay.
So I did.
Well, shortly after it was official, I started making some changes and I had team members
come to me and say, hey, you're pushing too hard, too fast.
You need to slow down.
So I slowed down.
(04:42):
We still made the progress.
We still push forward.
We made great strides, but where we are right now, we should have been in six months, not
10 or 12 months down the road.
So I had to have a conversation with the team today that effective this month, we're no
longer taking it easy.
You're pushing.
We're pushing.
Yeah.
So it was kind of funny because the one team leader that made the comment that was so adamant
(05:06):
that I was pushing too hard has had the least improvement in the last year.
His department has had the least improvement.
I'm talking like he's up like four points over last year.
That's it.
And I've got departments that are up 17, 18 points over last year.
So I had to give them the analogy of, hey, so you've been going to the gym for the last
year.
(05:26):
You're working out.
And at the end of that year, you looked at the scale and you lost four pounds.
Are we doing the right thing?
Are we pushing hard enough?
Because other team members are losing 17 pounds.
Yeah.
Gain 17 points.
No.
Okay, great.
So you're going to be on your way for the last 350 odd days.
So now we're going to try my way.
We can have from now after the official one year point of me being there, we're changing
(05:50):
how we're doing things.
And now it's going to be my turn.
I like it.
I gave you the opportunity to show me that you could do it without me pushing.
You failed.
Now I'm going to show you how we push.
Yeah.
Does that mean you're not going to be painting your own doors anymore?
I would not go that far.
I don't even know what department you're referring to.
I had a I like your optimism, but no, you're still going to be out there painting your
(06:15):
own doors.
Most likely.
I think Bill likes those projects though.
Like deep down, I think you like slightly enjoy it.
A hundred percent because it's so like you out of the office kind of in the operation,
but like not so in the operation, you just sit in there painting, but I'm sure you overseen
over here things.
It's not even that sophisticated.
It's really just a matter of me stretching my legs in the afternoon, finding myself in
(06:39):
like a Zen zone where I can just kind of disconnect my brain for 20, 30 minutes, whatever it is,
do a little task that's not my normal.
And then I kind of have a fresh perspective for the last few hours of my day.
I love that.
I wish I could do it.
It's like taking a 10, but that's a manager's way of taking a 10 where you don't actually
get a break.
Right.
(06:59):
Yeah.
I'm not doing my job, but I'm still working.
Yes.
I like that.
And you're using like your hands and a different area of your brain.
Yeah.
The thing that's really good about it is more often than not, it's housekeeping that is seeing
me doing these side tasks and all of them know it's not my job.
I love that though.
They gain a whole different level of respect for you.
(07:20):
Yeah, they do.
Well, and you kind of become like a more real person.
You're not like this figurehead.
You're one of the team.
I think that that's exactly it.
So when I ask the team to do something and I say, Hey, can you do me a favor?
That's my very subtle way of saying, I need you to do this.
Yeah.
Like you're doing this.
Yeah.
Of course.
Because they know that I'm there to help them.
(07:41):
That's so awesome.
One, if they needed a favor one day, they might feel more comfortable going to you and
asking for help.
And some of them do.
I mean, I have had a houseman ask me to help him get laundry done because there was no
laundry attendant at the time.
They needed production.
They knew I know how to run a laundry.
I said, of course.
So I went down to laundry and I ran the laundry for an hour.
(08:02):
I honestly, God, I have a second lung.
I think there was a toenail in there.
It's still tickling a little, but it's mostly better.
But over the summer I had the same thing.
We were like out of pool towels and it was like, my boss kind of had the same thing.
Well, if you need towels, go figure it out.
I was like, all right, well, guess I'm going to the trenches of the basement and figuring
(08:26):
out how to run like commercial laundry.
I love it down there.
I do too.
It's so therapeutic.
It's too hot.
No, no, no, no.
When you're taking like boiling hot pool towels out of the washer and putting them in the
dryer, your hands are so soft after.
I loved it.
I do too.
But okay, so looping back, one thing that chaps my butt is when you have a leader that
(08:48):
makes a comment like, we'll just figure it out.
That always irritated me so much.
All that tells me is that that leader doesn't know what to do or doesn't want to deal with
you.
This specific leader, because I did this pretty much every weekend.
Like I would just go touch base with the laundry department, say, good morning.
How are we?
I would check our towel inventory.
(09:08):
Get them some fraps.
I love that.
I would ask them like if they needed anything, when I bring down the towels, do you have
a washer open?
If you just say, Hey, here you go.
Bye.
It could be two hours before they even like think to remember your towels are there.
But if they're like, Oh, I have this one open like, or they're like, no, no, no, I'll put
it in right now.
Like you're good.
It's again, it's equal like respect of one another.
(09:31):
That's absolutely.
And bribery go a long way.
Oh, okay.
No.
So my way, I think they think I'm pretty.
So like I talked to them.
See you got that going for you.
I don't know what it is.
I don't know if this is other hotels or if it's just mine.
My housekeeping team, it doesn't matter, male or female are obsessed with Frappuccinos.
(09:51):
They just want Frappuccinos.
Frappuccinos are the way to their heart.
Like if you could ever ask them, we actually have a Starbucks on property.
So if you ever ask them what they want, it's fraps and like there'll be certain days we
do like housekeeping discounts in the Starbucks and all they order is just a mile of fraps
and the bar team hates it because the blenders are just in overdrive.
I was going to say, Barisa's fricking hate Frappuccinos.
(10:14):
Yep.
Ooh, Frapp Friday.
Yeah.
Yeah.
So they hate that.
But if I make people a little happy, I'll go down with a few fraps and I'm everybody's
best friend.
Okay.
Good to know.
See, you make the joke about you're pretty.
That's why they work for you.
That's why I have to work hard.
I'm still in there doing the laundry.
I will do it.
Liz, I'm just teasing.
But a call back to my leader.
(10:35):
A few, few weekends, like, you know, I'm doing this.
It's a routine.
She like can't find me.
You told me to handle it.
Like busy pool day, like in the summer, like we're cranking.
She can't find me.
So she like radios for me and I have to respond.
Be like, Hey, I'm in laundry right now.
Like I'm, I'm on a towel run, but I'm literally doing laundry.
(10:59):
Did you say that?
Yeah.
I was like, Hey, I'm on a towel run, but it's going to be a minute.
Like I'm switching washer to dryer.
Like, don't expect me back in 30 seconds.
I'm going to be a solid.
If you tell me to handle it and take care of it, I'm going to do that.
But you don't get to then have it your way.
So then my boss comes and finds me.
She's like, you really are in here doing laundry.
I was like, bitch, like, yes, I am.
(11:19):
Get over here.
Help fold the towel.
She did.
Shut up.
Yeah.
She's like, as she should, but she also like speak Spanish and I do not.
So it was like, yeah.
So it was kind of nice to integrate the group because my Spanish is subpar.
So you just say, yo, way poquito.
Compañeras, yo necesito mas toallas.
I have no idea.
Muy rápido.
Let's go.
(11:40):
You need more towels.
Faster.
I need, I need towels.
Let's go faster.
I basically like conversationally, I'm like, how long, what time, how many?
Todos mas cerveza por favor.
Oh yeah, for sure.
I know that one.
I'm just going to record Bill's voice and play that in the laundry.
Don't do that.
(12:01):
My Spanish is grammatically horrible.
It just gets points across.
But honestly, when they are cranking on a big checkout day, you know how many bed sheets
and towels there are.
It's insane.
And you guys are both pretty familiar with the property.
We only have five washers, five washers and like three dryers.
(12:22):
I have three.
You have three?
We have, I think three washers, three dryers.
And we're like triple the amount of rooms as you.
I'm not complaining though.
That may.
Plus all my pool towels on a summer day, I need to be doing like.
Your pool is definitely more cranking than ours.
Eight loads of laundry.
And you've got two pools.
Yeah, three technically.
Right.
But to say you only have X number of washers and X number of dryers, I mean, if you know
(12:44):
laundry operations, that may not be a bad thing.
Oh, it's not a very good calculation though, but like how many rooms, how many linens are
in each room.
There absolutely is.
But what are the poundage of the washers?
I don't freaking know.
I've been once told a hundred.
Okay.
So a hundred pound washer is a large piece of equipment.
That's a good size washer for your property.
Like a laundry bin, like a standard hotel laundry bin.
(13:06):
I can fit one whole thing of towels in a washer.
Yeah.
Okay.
So my staff can't, but I can.
Are you filling it all the way?
Oh yeah.
You're not supposed to do that.
It depends on what you're washing.
My Eagle Lab guy said, don't do that.
Everyone at housekeeping says, fork and stuff it until you can't stuff anymore.
Oh, that's amazing.
Yeah.
But like your number of dryers, I'm presuming you have a flat iron where you run the sheets
(13:28):
and duvet covers and all that.
Oh, I don't touch it.
Yes, we do.
We do.
I don't touch it.
Yeah.
And that's why you only have three dryers because you're not drying bed linens.
They all go from the washer into the flat iron.
I always wondered that.
Yeah.
It's a steamer.
I always wondered that.
I thought it was a press.
That's what I thought.
Effectively it is.
Effectively it's a belt driven dryer that will run the sheets, the duvets, whatever
(13:50):
you're processing.
Well, you have to be there like loading it, unloading it, folding it right after where
it's a two man job.
Some of them it's more than that.
Wow.
And depending on what you're processing, it could be more than that too.
Yeah.
But like with your sheets, you have two people stretching out the sheets to feed it in.
It goes in over a hot element where it steams it dry.
Interesting.
(14:10):
And then it auto folds it and kicks the folded product out the side.
Well, we have the basic version, not the turbo version.
It doesn't fold.
It doesn't fold.
So it'll steam it and then you manually fold?
Yeah.
Okay.
Well, but regardless of your process, that's why you don't have more dryers.
As many, yeah.
Because all of your towels and whatnot will go through the dryers.
But your tablecloths, your napkins, bed linens, pillowcases, all that goes through the flat
(14:35):
iron.
Well, we do get our like tablecloths, we get those like serviced.
Oh, they go to a laundry service?
Yeah.
Okay.
So I do have a callback to what I spoke about in regards to a stretching table from last
episode.
This is the piece of equipment.
A very important piece of equipment.
(14:58):
Man.
Okay.
So it is still in the other area.
We have not moved it into the facility.
Oh, that's amazing.
But we have gotten so many complaints.
I have to do research on buying a stretching table.
You're kidding.
From a fitness equipment company.
Okay.
So this is going to be a fitness equipment piece.
But where are you going to put it?
You didn't even have space.
So we do have another fitness facility on property.
(15:19):
I'm going to move one really cool bench, if anyone cares.
It's called a fit bench.
It is a flat bench, but the sides have five, 10, 15 pound dumbbells.
So two sets of each, a slam ball and two kettlebells all on the sides of it.
And then you can lift up the top and you can adjust it into an adjustable bench.
(15:43):
And there are different carabiner attachments all over the bench.
And there are cables or stretchy bands with handles on the inside of the bench.
Once you lift it up, just the top of it opens up to an open box container.
Really cool piece of equipment.
So you pissed you're having to get rid of it.
I have two of them.
Okay.
(16:04):
So does that qualify as equipment?
Yeah, it's a fit bench.
Look, when you explained everything in that one episode about it, you were refusing to
call it a piece of equipment.
It's a table.
I believe this is what you said.
Okay, this is a table made out of two by fours, some pillow fluff and vinyl on top.
The not equipment.
The not equipment.
Yeah.
This fit bench is great.
(16:25):
The equipment.
So that is equipment.
Yeah.
Okay.
So it's the quality that makes it equipment.
I said slam ball, kettlebell, tables.
That's a lot of equipment.
So you're super disgruntled about this?
No, I am not because the other fitness facility is going to get like a really dope piece of
equipment.
I think I'm going to remodel that actually next year.
Nice.
Yeah.
Just add it to the plate.
I know a great upholsterer if you want to use the frame of that thing.
(16:47):
No, it's going to stay where it is.
And if we get an alternative more something that fits the vibe stretching table, I will
be the one to throw that into the dumpster and hopefully have it sawed in half.
What's going to say?
Is there a beach you could take it to to have a bonfire?
I would love that.
I have no vehicle to transport this conking thing.
(17:09):
I know, but one good dream.
So yeah, the people that use a fitness facility are getting what they want and we are doing
research on a stupid stretching something.
Don't know why yet.
Oh, so funny.
Something more compact though.
So funny.
Yeah.
All right.
Well, you shared an update.
I can share an update.
Oh, let's go.
(17:30):
I was talking about the guy that got upset because of the game that he was watching and
assaulted the television.
To replace it was a thousand dollars.
He went all like Hulk and smash and threw the microwave to the ground.
The remote was still intact, though.
Well, the remote blew apart, but you were able cleanly and I was able to put everything
back together.
(17:50):
And I left the room.
So we saved nineteen ninety nine on a new remote.
No, I think it was like eight bucks.
How much the replacement cost was.
But we charge him a thousand dollars.
We disputed with his credit card company and we won.
No way.
How does that work?
We had the receipts.
OK.
So I mean, we call his credit card and says this is fraud.
Yeah, basically.
(18:10):
Did he say, yeah, I broke it, but it shouldn't be that much or that wasn't me?
No, he disputed it as fraud.
But then does the credit card company like call you?
Part of the challenge was is that he didn't dispute the stay.
He just disputed the damage charge.
Oh, so amazing.
Yeah.
How do you say that the damage charge for your room was fraud?
But the stay I was there.
I just didn't do it.
(18:31):
Yeah.
It doesn't matter that they have a photograph with a parking permit with my folio number
on it.
That's where he messed up.
That's where he really messed up.
It was like that when I checked in.
Uh huh.
Man, that's amazing.
You won.
And that is so awesome.
Take everything that has your name on it.
That's good advice.
Yes.
(18:51):
Or, you know, just don't destroy a room.
That's even better advice.
Yeah, yeah, yeah.
I know.
Especially when you're, you know, a rewards member and I've got that information on you.
And now every hotel within your brand that he checks into that will come up in the notes.
Please tell me his status was suspended or something.
Oh, I don't know yet.
Oh, shut about that.
But yes, Liz, to your point.
Yes.
(19:11):
That every hotel will know he did this.
That behavior follows him.
Yes.
Yep.
Man, I know we've talked about this before, but like, do you have to add notes or no?
No, the vast majority of guests you don't add notes for.
But can you add notes while not opening a case that shows up like on their profile?
No.
You have to open a case.
Can you add notes on someone's profile without opening a case?
(19:31):
No, because their profile is going to be local in your PMS.
Which goes away.
More or less.
So it would only show up if they came back to stay at your property.
Not if it's not a case.
Not if it's not a case.
No, because the cases get linked with reservations because it's linked to their member number.
So every reservation they make with that member number, then those notes get linked with that.
(19:54):
Interesting.
So follow the balancing ball.
You only see the bad stuff?
No.
So not just that.
No, you see any conversation points that are like critical things.
Okay.
But also like cases.
So when we say opening a case, it also means like a request.
So if a guest constantly requests, you know, water bottles or towels or whatever they request,
like, because we're supposed to review cases for the incoming guests and it'll show you
(20:18):
their top requested items.
So like, I know this guy requests a water bottle every time he stays.
So I'll go put a couple of water bottles in his room.
I know this guy always requests extra towels.
I know this guy requests always foam pillows.
So it'll show their top requests.
So you know what they like and kind of can anticipate their needs.
Anticipatory service.
Proactive service.
Ding, ding, ding, ding, ding.
(20:41):
Exactly.
Or just one ding.
Just one.
It's budget season.
It is.
How's that going for y'all?
Exhausted.
Almost done.
Oh, congratulations.
Amazing.
We've got all of our top line revenue done.
We have all of our expenses done.
Now we are looking at our GOP.
Sorry, our gross operating profits.
(21:03):
What's your percentage?
What percentage do you want?
50%.
That's amazing.
I wish.
This year we're not at 50%.
How is that calculated?
So basically think about it like if a dollar comes in at the top line, what drops out at
the bottom after all expenses.
So everything.
Everything from your toilet paper to your electricity to wages to all of it.
(21:25):
So whatever that amount is that drops out the bottom from that dollar is your percentage.
So what was the acronym?
GOP.
Is that gross operating profit?
How is that different than NOI?
Net.
Yeah.
Oh, got it.
Nevermind.
It's okay.
I don't have any commas are in there.
I'm kidding.
You just had to say it out loud.
(21:46):
I was like, ah, yeah.
Well, that's just kind of how it works is you put forth your budget and what you think
your goal should be and what you want to achieve.
And then you pitch it to your corporate who pitches it to ownership and it comes back
to you either wildly different, slightly different, but at least on our end, it's always wildly
different and unachievable.
Our sales team asked the GM on their needs slash wish list, they want an entire another
(22:10):
sales person and they already have a huge sales team.
The sales team we have at this property is bigger than I've ever had at a property of
this size.
And I was like blown away how many they have and how many more they want.
Why would they want more sales people?
I don't know.
Less commission.
Yeah.
Oh, that just means that somebody else is going to be taking a piece of your pie.
(22:30):
What they should have asked for was a coordinator.
Yeah.
So you want to know what property I have my eye on?
Yes, please.
They're building it right now.
It's in San Diego.
You can't move to San Diego.
I'm just looking at it.
How would we, how would we pop?
It's not that far.
You're going to.
What?
It's not that far.
I mean, I drive like 40 minutes here.
I would just be like another 40 minutes.
(22:52):
Oh, I'm cheesy.
This is like years away guys.
They literally just broke ground.
Oh my God.
So guys, have you been like watching much of the news lately?
Unfortunately, yes.
Okay.
I have been trying to stay away from some of the darker news stories because I find it
just like eats away at my soul.
Yeah.
So I kind of sometimes seek out funnier news pieces.
Oh, okay.
(23:13):
So recently I came across a couple of stories and after a friend of mine told me to take
a peek and I don't know how to work that.
All right.
We will punch at you.
Bill gave us homework.
And boy did we find fun stuff.
Bill gave us homework and we thought it'd be a cool little segment to talk about like
(23:34):
crazy hotel stories that are in the news because it's not all about us.
We don't always see crazy stuff every single day, but someone out there does and they publish
it.
The really, really crazy stuff.
Yes.
Okay.
Before we get into the news stories, there is so much TikTok content on.
(23:55):
There are.
Especially for front desk.
I'll figure out what her handle is and share it on the next episode, but she shares crazy
front office stories, which is like checking crazy guests in.
She used to work for an amusement park brand.
And now I think she is now gone and is like doing social media full time, but her stories
are fricking gold.
(24:15):
I saw this girl on TikTok that, or, you know, I don't even know if it was, it was one of
those things.
Yeah.
And she was literally recording.
So she had her phone like down so a guest couldn't see.
Oh, it was an actual, I'm talking about a girl that does skits.
Oh, that's it.
No, this was an actual recorded conversation where you couldn't see the guys.
You could only see her.
And so, but you hear both sides of the conversation and just the wild stuff the guests asked for
(24:38):
demands and she's just like, no, that's not possible to do XYZ.
But yeah, I do find those funny where you can tell it's a more casual hotel and they're
like literally wearing a zip up hoodie and they're like, no, I can't.
No, it's midnight, sir.
There's no manager here.
Like I'm the only person here.
Okay.
So, would you like to, what fun stuff have you guys found?
(25:01):
Well, the one that I found was fairly recent.
Okay.
And by fairly, I just mean 2023 at this point.
It was like that's this year.
It's recent.
It was about a guy who was found in a hotel room with an x-ray machine, medications, anesthesia,
doing dental work on people.
What?
(25:22):
In a hotel room.
In a hotel room.
Can you imagine walking in being like, oh, where's room 120?
Oh, right this way.
And then coming out with a mouthful of gauze.
Uh huh.
Like doing actual dental procedures.
Yeah, actually doing dental procedures in the guest room with a lot of different people.
Wow.
Yeah.
And that's illegal.
Right?
Well, it's illegal on a couple of different levels because not only was he doing dentistry
(25:45):
in a hotel room, which is by no way, shape or form sterile, he also failed to bring a
medical license to the room.
That's disgusting.
What?
He wasn't actually even a dentist.
Oh my God.
So how is he finding his patients?
I don't know the answer to that.
Like ad websites.
That's what I was saying.
Hey, want to get a crown filled?
(26:06):
I got a drill.
Cheap dental work for hire.
If you need a crown, I'm your king.
Oh my God.
That was good.
Oh, but like, hi, my name is Liz.
Nice to meet you.
Jim, like, do you do this often?
Yeah.
I mean, I don't know.
You have to have folks that are in a pretty desperate straits to go to a dentist in a
(26:30):
hotel room.
Wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait,
wait.
I'm not even sure.
I'm not in a hotel room.
Where did you get that?
Can you just imagine him pushing that through the lobby?
Hi, guys.
What's going on in my room?
I don't know.
It was in the news article.
That's amazing.
I don't know the logistics.
I want to know the state.
I just imagine his like little like tray of like a Kouchermont.
Wait, wait, wait.
Well, now we have to guess what state.
(26:51):
What state do we think this happened in?
No.
I want to actually guess California.
OK, wait, wait, wait.
I'm going to guess.
Nebraska. Okay. Okay. Well the article doesn't say the state but by the city name I would think it's Connecticut
It's Danbury. Interesting. How do you know that? Yeah, cuz I know stuff. Dang man
(27:15):
You're like a freaking Snapplecap. Oh, I can't X out of my article
Okay. Wait, what was it Danbury? Yeah, you are correct. Ding ding ding ding ding ding. Look who showed up for geography class.
It's the seventh largest city in Connecticut
She's really looking into this. I know she is the research department population of let's just round up
87,000 so if you need some cheap dental work done not by the books
(27:40):
I guess food for thought for folks blue cross probably doesn't cover procedures done in the hotel room. No, I highly doubt that
Probably not. Oh
Alright guys, you want to hear the title of the news article that I found? Yes. Hotel guests
stunned to discover snakes in pool and hot tub
(28:01):
Okay
Okay, it looks like depending on the state that might not be like that far-fetched
It could be like Costa Rica or okay all good guesses where you think this might be no no, but like tropical
Yeah, tropical. We're definitely talking. Okay. Let's see what Louisiana
guests at the country and in sweets in
Germantown said they found snakes swimming in the pool and hot tub as well a slithering in a hallway
(28:27):
Over the weekend. That's weird. So Germantown
Wisconsin
Tropical not tropical at all and there are pictures
Hahahaha, hey crypto
Greece said when they were getting ready to go to swim
(28:48):
That's when she discovered snakes in the pool and hot tub area
Sure enough I go in and there's a snake in the hot tub Greece shared a video and photos of the snakes
She found with this news channel. I literally watched the snake slither under this person's door
That's disgusting
You know, I think I would rather deal with the guests that was upset that they didn't get service today than that snakes
(29:13):
Okay
Snakes it had to be snakes another question
Well, what's more disgusting to find in your hotel room or your pool or hot tub snakes or a mouse snakes?
Is worse? Yes, because I would lose my mind. Oh my god a mouse
It's like a mouse like it's just eroded like those happen. Hmm. Mm-hmm. Okay
(29:34):
Hmm, that's like a mouse to me is like a cockroach like they happen
I think I have an issue with the snake more than the mouse. Yeah
I have a very strong belief that if it has more than four or less than two legs
It has no reason to be in my immediate area
Okay, wait repeat that if it has more than four or less than two legs
Okay, it should be nowhere near me. Hey men to that spiders. Does that fall into the more than four?
(29:59):
No, so like you're not down for spider. Thank you
Oh centipede
Substantially more than four then yes, it falls into that category
Like any kind of big beetle with six legs, you're not like a ladybug ladybug
He or she bug can live outside you're talking about inside. Yeah, just not in my immediate area
(30:21):
I don't want any part what thing has two to four legs. That's an insect. None. That's why birds birds are cool
Birds are alright. I'm not gonna say they're cool birds. They're alright. Alright, Liz. What do you got? What'd you find?
Okay, so I found one and I was like I have to tell miss B and Bill about this cuz this is something you
Would do in real life. Oh gosh. Okay. So would you like the title? I do so
(30:47):
I'm just gonna give away the state because it doesn't matter
Oh, let us guess. Okay. Okay. Okay friends take over blank hotel after employees leave front desk unattended for hours
Stop, Florida. No, not Florida
So there's something went down with the employees that they like all stormed out and these group of friends
(31:10):
Like go to the state on vacation and they find like the whole lobby full of angry people
I think there was some sort of heist going on because people are like I'm getting frauded like my credit card
It's getting charged like da da da and these people are like well
We worked in hospitality at one point in time like let's get behind the desk and like start picking up the phone
(31:31):
So they're picking up the phone
Stop and listening to like all these complaints and like they figure out how to like check people into their hotel and like do
Authorizations and everything. Yeah
So then the next like employee comes to work after a couple hours and they let this like group of friends stay in a room
For free
Like I just ran your hotel for four hours
(31:52):
Yeah, and they were just like there on a good time and they ended up working at the hotel because everyone walked out
It's like if we took a vacation somewhere together as a crew
I know it would you know, it's funny
I haven't done that for like hours
but I have like gone to check into a hotel and like heard a front desk even struggling to do something and you're like
And I'm like system you got I literally was like did you do?
(32:13):
Oh
Like kind of like help them a little bit
Hit f8 then R then V exactly option down
Exactly that worked. I remember asking I'm like is you pretty new he's like, yeah, I'm like why don't why are you alone?
(32:34):
It's alright buddy, I remember my first day at work I'm in room 420 call me if you need help
But wouldn't you do that wouldn't you do that? You're gonna want to let it ring a few times. Yeah, if you saw like a front desk in distress
Or lack of any front desk staff, okay
I would step in to help them but I wouldn't run their desk for free for four hours
I think this group of friends was also like screw it. This is an experience. It's in shiggles. Nothing's accountable
(32:59):
Okay, we do it for the plot. That's true. We do it for the plot. We do it for the story
Yeah, if they didn't step in they wouldn't have that amazing story to tell afterwards. That's true. Who's one time it worked in a hotel
exactly
Yeah, I can relate that's truly how I live my life
(33:22):
Why you choose to go on certain dates, yeah, exactly. Oh
Man, yeah, that's a story for another day. I don't think my dating stories. That's a story for a different cast. Yeah
Yeah, wait, okay. So I'm still stuck on what state this is. Oh my god
Wait, let me let me review. Let me review and see and then hold on I want to guess
(33:42):
Oh, yeah, one quote is when you arrive at the hotel and there's no staff. So you now have a new job
That's so funny. Okay, we guess Florida and that wasn't it. I'm going to guess Vegas Las Vegas. No
I'm gonna go Midwest somewhere Minnesota. Mmm, you're closer
Texas no. All right, just tell us Nashville. Oh
(34:04):
City, Tennessee
Tomato tomato, yeah, whatever. Okay. Yeah, the friends were were quoted
We find ourselves in funny situations all the time
We did not expect this and then it goes on like talk about the brand and the company working to address make right any
concerns from impacted guests
(34:24):
Including the three individuals at the center of the story. Oh my god
Could you imagine that is so customer service PC of a response?
That's why I like some of these fast food companies that throw shade on each other
Oh my gosh, like the ones that are absolutely not politically correct. Oh, it's amazing. I love I
(34:45):
Follow Wendy's Twitter just for that reason really I don't have a Twitter
What is it Wendy's versus Burger King at this point? Wendy's is always picking a fight with someone. I love it
I was convinced their Twitter was like hacked or like fake forever cuz like have you seen there's people that Wendy's packing a blade
I know I but for a while
(35:06):
I thought it was fake because there are people that open these different accounts cuz I've seen the Twitter's and the tick-tock
Yes, where they say like, you know McDonald's customer service FedEx customer service and they just respond to troll people
So I thought that was it but it's real. Yeah. Yeah. Oh, man
Love it. Miss B. You got one more for us. So this one is I guess I would say it's still crazy
(35:27):
But when I first read it my immediate thought is just like no that didn't happen
Like my cynic in me and I'm like every guest says that yeah
Cuz that kind of stuff doesn't happen to us on the daily. I'm gonna read it. Okay. Okay
Hotel guest in blank suspects items were stolen while sleeping
Sleeping okay, so I'm sorry that is it is kind of Halloween season. So as a ghosty like coming in
(35:52):
So you learn yourself cynic in me who's also run housekeeping
How many times housekeepers get accused of stealing people's stuff all the time when it's literally like underneath another like belonging
I'm so when I heard that when I read this I was like, oh come on another one of these except they made it to a news article
So immediate cynic, but so let's read some more
Okay, a routine work trip turned into a nightmare when a hotel guest claims
(36:16):
He woke up to thousands of dollars of missing items
Guests as while he and his partner were sleeping
Someone gained access to his room at the blank in off the highway 94 and stole several articles of clothing as well as cash
credit cards and keys to his
Suv the guest had to get his vehicle towed from the parking lot. Oh, so it wasn't stolen
(36:39):
He said whoever came into his room was a professional making sure not to wake him and his partner
He reported the crime to the police and hotel management once he noticed something was wrong
He says he knows it could have been worse
He wasn't harmed but he's frustrated and hoping whoever's responsible is caught soon and that's it. There's no evidence
There's no backstory. No, there's no proof. There was no investigation. It just made it to a news article
(37:04):
Oh, that's why when I read it, I think it's full of bull because of my industry perspective
Or is the hotel trying to cover it up and it was like an employee
But why would someone come in steal all your stuff including your car keys and then not take your car?
Could they not find it? I don't know
How big was the parking lot?
Based on the this hotel in the city. I think it was tiny you think so like one parking lot
(37:27):
I'll just say it was some kind of in okay
But do you would you guys want to guess the state since we're on a roll? Oh, man. Give me some context
Uh, do you want me to give you this city?
If that'll help you bills better geography than I am Bismarck, North Dakota Wow, he's so good at this
I recognize the city could not tell ya
(37:48):
So yeah, that's a news article North Dakota is that
Do that again do it again, I don't know what a North Dakota
Accent sounds like but that was very Minnesota
I thought it was Canada was it Minnesota? Oh, no
Minnesota hey
This Canada a Canada, Minnesota. It's pretty close. Hey, what are you talking about?
(38:14):
Talking boot good in the boot
I'm horrible accents, but literally to me that article if I had a million guests
I feel like they would have written that article. I was gonna I was gonna say to the guest right it
It sounds like the Gus wrote it but it's in a legit news website took the incident report
Yeah, like maybe it was a really slow news week
(38:35):
They're like this guy has absolutely no evidence and says all this stuff was stolen, but let's publish it. Yeah
Alright, well, I've got one other one for you. Okay. Okay
So this one I'm not gonna give you the headline
I'll just tell you that it was a a guest in a hotel in Nashville, Tennessee had an issue with his TV
Okay, a couple of employees came to the room and they addressed the issue. Okay, pretty
(39:00):
Yeah, you know to be expected
however
The next night that guest woke up in the middle of the night to who was effectively the night manager that had assisted him the day
Before okay had come into his room in the middle of the night and woke him up by sucking on his toes
What yeah, so the guest didn't I?
(39:21):
Happen to look up at Liz across the table and the resident deviant had a very shocked look upon her face
Wasn't shocked it was opportunity
So said night manager was arrested and charged with a soul
So, yeah, so the night manager was arrested and he was charged with aggravated burglary and assault and what any burglar?
(39:46):
Well, he had a break into the room
Oh my gosh, he made bail
So yeah, the night manager got popped with a pair of felony charges and a $27,000 bond
How did he think that was gonna go down?
I maybe he don't know did he think the guy was not gonna wake up?
No, maybe he got like some kind of
Not gonna wake up. No, maybe he got like some cues when he was assisting the guests the previous day
(40:11):
Maybe he was like all this guy. I'll be into it
Well, except the article did say that this guy took it upon himself to make a key for this guest room
So it's not clearly was not invited. No, no, no, he broke it. Yeah, how was that?
I'm just I'm just so can you imagine like lifting up the covers?
Like on the end of the bed. Where's the little toe?
(40:32):
Like mmm, my other socks on?
Oh god
Okay, and the what if the guy had hobbit foot?
But the guest didn't wake up until his toe was actively getting sucked on. Yes
Oh door being open your bed sheets getting because I'm imagining that I mean hotel bed sheets are freaking tucked on the end
(40:54):
Yeah, but like I'm gonna speak from personal experience you pull him out like for me
When I go to sleep, I'm out like the world could come crashing down around me and I will not even know
Oh, yeah, I don't even wake up for earthquakes. I don't sleep a lot. I see my sleep patterns are terrible
But when I'm unconscious, I'm out. Okay, but really fast. Yeah, would you wake up?
(41:20):
Not even licking your feet touching your feet no, it'll send me through the roof
I would wake and like take them in the face. Yeah, if I've ever been in an accident
And I'm in a coma just one of you run your finger up the inside of my foot
You would freak I will I will awaken like oh
Okay, but the bed sheets are like tucked. Yeah, it would take some so you would have to like
(41:42):
Jussel that and like I'll untuck everything and then lift it and then God knows like are you wearing socks?
That's another like who wears socks to bed. I would agree with that
I've never slept with a sock on my foot and I can't imagine way to bed with a sock on you dirty deviant. I don't
It's really cold. I can't imagine what that we don't wear socks to bed. No, there's like a trickle of
(42:09):
Come on miss B, you know better than I was joking man. Okay anymore news stories
No, I got to the toe sucking one and I pressed eject on my own project
Look, there's a foot out there for everyone, but that goes a little like too far for me when it comes to
Well, there's definitely a foot out there for that night manager. Yeah, but like breaking in
(42:30):
Guys, just make sure it's a consensual foot. Okay, that's all I'm asking
Okay, so
Kind of to wrap up I may or may not have a homework assignment for the two of you. Oh
Okay, so you gave us homework and now it's my turn, okay
Okay, so I want you to because I'm assuming you both have lost and found
(42:55):
Mm-hmm. I want you guys to go to your lost and found areas and find the most
Weird out-of-pocket thing. Okay, take a photo of it any information that you can gather and
And bring it to the next episode. I think you guys are gonna be very excited cuz I already know what it is
Okay, and I'm bringing it. Okay, not the item just the photo. Oh, no, I'm bringing it you're bringing the item
(43:19):
Okay, brownie points if you actually bring the extra cred for sure
Stealing like from property
Just 12 hours, it's fine. Is it older than 90 days? No, but I don't think anyone's coming back for it. Okay
That's all we need to know
Is it a synthetic body part? I will not answer any questions. No, you're not allowed to ask follow-up
(43:45):
Okay, that is your assignment. Do you comply? Yeah, I don't think honestly
I don't think there's gonna be anything exciting on my side
But yes, I absolutely will part just bring them us or take a picture of the most interesting thing at least. Yeah
Yeah, yeah, yeah, you know what? I will do this
Even if I lose which I'm absolutely certain that I will I will see if I can dig up old lost and found photos
(44:05):
Just for brownie points. Yes. Okay. I like that that that is also perfectly fine. I'm excited about this homework assignment
Yes, but it can't be something we've previously spoken about on the podcast. Okay, okay, because we may have brought up
Occasionally like lost and found naughty items. Yes
So it can't it can't be one of those fair enough. Okay, I'm on board with the rules and I will gladly participate
(44:27):
Okay, let's do it
I'm excited and any of you listening that may or may not work in any sort of hospitality or service industry job
If you have a really funny thing that you have found in your loss and found feel free to email it to us and we
Can share it on the pod?
Absolutely. Yes, and you can reach us at og3 at
tftsi.com. Yes
(44:50):
Now and check out our website, right? Well, wait, wait, wait, let's talk about the email address first. Okay, so
rewind
So the email address og3 at tftsi.com
Replaces the original email contact, which was the ever so sleek and elegant. We don't even need to repeat it
See how fast you can say it. Yeah. No, we'll just let it die. Yeah, so it replaces an old email address
(45:16):
Now, why is it og3?
So while yes the podcast started off his mind it has grown into something more where now I really view it more as ours
It is ours. It's our baby unless it's a bill that has to be paid and then it's yours. It's mine
Daddy. Yeah, it's a bill for the bill
(45:39):
Have you had any wine tonight that is dad in the streets daddy in the sheet
Oh, so they're done that daddy's not coming back
(46:08):
Anyway og3 so anyway og3 is us
So any emails that are sent they're freely shared amongst all of us and that goes along
Piggyback with the new website, which you'll find us at tftsi.com
If you would like to submit a story you can do so there
There's a little submission form part way down the page and that will come to us as well
And just to be clear that is og and the number three. Oh, yes, that's very so og number three at
(46:33):
tftsi.com so submit your stuff. We can't wait to read it and we will see you in a couple weeks. Bye guys
Bye
Hey guys, welcome back to another episode of Tales from the Service Industry.
(00:07):
I'm one of your favorite co-hosts, Ms. B, and with me I've got...
Oh hi, I'm Liz.
I'm the resident deviant.
And...
And I'm Bill, I'm your host.
And we are so glad to have you guys back.
Thanks for tuning in.
And sorry, it's been a little minute.
I think it's been longer than a minute.
It's been like eight weeks.
Oh my God.
(00:28):
Dang.
Sorry, guys.
It's brand audit time.
It's budget season.
It is just that time of year where we get slammed.
It's the hotel's version of the ninth gate of hell.
Yeah, yeah, yeah, yeah.
100%.
So we're all just trying to survive.
So thank you for tuning back in and coming in to hear our fun stories.
(00:49):
And I'm sure you missed our amazing voices.
So we've got some stories tonight for you and we are excited to be back.
Very much so.
Bless you.
I've got that.
Careful, there's a lung on the floor.
No.
Oh, I was also sick for a hot minute.
Oh, that's right.
Oh, yeah, you were.
I didn't have a voice for almost like two weeks.
(01:11):
Yeah, yeah, yeah.
And I was like, I'll still come on.
Well, no.
And I think I said, no, I'm not getting sick.
It's good that you guys said that because I was feeling terrible, but I sounded bad.
But the next day I was deaf.
So you guys would have gotten so sick.
And I'm glad she threw down the veto card.
OK, so Miss B, you said brand audit.
(01:33):
Did you guys get audited?
How did it go?
Yes, we got audited.
I would like to say we crushed it.
We did really well.
There's always areas of opportunity, you know, with any audit.
You learn some areas you could do a little bit better.
But overall, I'm very proud.
If that was the case, you would be a millionaire working at like a 5000 star property on a
private island.
(01:53):
So yes, room for improvement.
Yeah, because I mean, we all employ humans and a lot of the score is based on humans.
And so someone could be having an off day.
Someone could just something that slipped their mind and they missed one thing.
So you're never going to be perfect.
But if you come away with it with a pretty decent score, you should be proud and celebrate.
So yeah, my team missed a few things here and there, but overall did well.
(02:14):
So we celebrated as you should.
And apparently audit is in the air because I got audited too.
No way.
Yeah, way.
How do you do?
Drum roll again.
That's a solid score.
Yo, nice job.
I'm happy with it.
We were about four points back from like ticking into the next tier.
Amazing.
So I was very happy with the way the team performed.
(02:36):
That's awesome.
Kind of similar to your experience.
We had a few things where humans missed a specific comment, a specific recognition, that
sort of thing.
But for the most part, the team did great.
That's amazing.
I'm really happy with the team's performance.
And if you remember how your property was doing like what, 10 months ago?
Yeah.
I think you excelled.
(02:58):
Yeah.
Like there was a conversation about the flag being in jeopardy.
Yeah.
So we've gone from that.
We've gotten out of the bad kids section, the naughty list.
We're like all eyes are on you at all times.
Yes.
And we're now in a place where I'm not going to say we're comfortable, but the heat is
off.
That's good.
(03:18):
We're in that transitional period where the heat is off, but now we just kind of do our
jobs.
You need to maintain.
But exactly.
No, no.
There's plenty of areas that we can push.
We actually had a meeting today with all the department leaders to go over the audit and
see where we could have pulled more points.
Just correcting the human pieces and a couple of brand requirements, we would have been
(03:38):
in that next tier.
No way.
That's amazing.
So I'm happy.
See, but when you were saying maintaining, I agree because at least when you get to
a certain score, there's always areas you can improve, but you also don't want to slip.
So in that maintaining aspect, continuing to do practice audits and ensure we're still
hitting those points that people don't just get relaxed and be like, oh, we already passed.
So now we're good.
(03:58):
We don't have to do that anymore.
No, no, no.
They were just here a week ago.
They won't be here for another year.
Making sure you're still hitting all those points.
So I was paid a really nice compliment today.
That's kind of on those grounds.
So rare.
I know.
Well, it was an internal compliment.
It came from one of my managers.
You kind of alluded to where that hotel was about a year ago versus where it is now.
(04:21):
About a year ago, when I first got there, I was in a task force mode where I was more
of a caretaker than anything.
Decided that I liked the property and I wanted to stay.
So I did.
Well, shortly after it was official, I started making some changes and I had team members
come to me and say, hey, you're pushing too hard, too fast.
You need to slow down.
So I slowed down.
(04:42):
We still made the progress.
We still push forward.
We made great strides, but where we are right now, we should have been in six months, not
10 or 12 months down the road.
So I had to have a conversation with the team today that effective this month, we're no
longer taking it easy.
You're pushing.
We're pushing.
Yeah.
So it was kind of funny because the one team leader that made the comment that was so adamant
(05:06):
that I was pushing too hard has had the least improvement in the last year.
His department has had the least improvement.
I'm talking like he's up like four points over last year.
That's it.
And I've got departments that are up 17, 18 points over last year.
So I had to give them the analogy of, hey, so you've been going to the gym for the last
year.
(05:26):
You're working out.
And at the end of that year, you looked at the scale and you lost four pounds.
Are we doing the right thing?
Are we pushing hard enough?
Because other team members are losing 17 pounds.
Yeah.
Gain 17 points.
No.
Okay, great.
So you're going to be on your way for the last 350 odd days.
So now we're going to try my way.
We can have from now after the official one year point of me being there, we're changing
(05:50):
how we're doing things.
And now it's going to be my turn.
I like it.
I gave you the opportunity to show me that you could do it without me pushing.
You failed.
Now I'm going to show you how we push.
Yeah.
Does that mean you're not going to be painting your own doors anymore?
I would not go that far.
I don't even know what department you're referring to.
I had a I like your optimism, but no, you're still going to be out there painting your
(06:15):
own doors.
Most likely.
I think Bill likes those projects though.
Like deep down, I think you like slightly enjoy it.
A hundred percent because it's so like you out of the office kind of in the operation,
but like not so in the operation, you just sit in there painting, but I'm sure you overseen
over here things.
It's not even that sophisticated.
It's really just a matter of me stretching my legs in the afternoon, finding myself in
(06:39):
like a Zen zone where I can just kind of disconnect my brain for 20, 30 minutes, whatever it is,
do a little task that's not my normal.
And then I kind of have a fresh perspective for the last few hours of my day.
I love that.
I wish I could do it.
It's like taking a 10, but that's a manager's way of taking a 10 where you don't actually
get a break.
Right.
(06:59):
Yeah.
I'm not doing my job, but I'm still working.
Yes.
I like that.
And you're using like your hands and a different area of your brain.
Yeah.
The thing that's really good about it is more often than not, it's housekeeping that is seeing
me doing these side tasks and all of them know it's not my job.
I love that though.
They gain a whole different level of respect for you.
(07:20):
Yeah, they do.
Well, and you kind of become like a more real person.
You're not like this figurehead.
You're one of the team.
I think that that's exactly it.
So when I ask the team to do something and I say, Hey, can you do me a favor?
That's my very subtle way of saying, I need you to do this.
Yeah.
Like you're doing this.
Yeah.
Of course.
Because they know that I'm there to help them.
(07:41):
That's so awesome.
One, if they needed a favor one day, they might feel more comfortable going to you and
asking for help.
And some of them do.
I mean, I have had a houseman ask me to help him get laundry done because there was no
laundry attendant at the time.
They needed production.
They knew I know how to run a laundry.
I said, of course.
So I went down to laundry and I ran the laundry for an hour.
(08:02):
I honestly, God, I have a second lung.
I think there was a toenail in there.
It's still tickling a little, but it's mostly better.
But over the summer I had the same thing.
We were like out of pool towels and it was like, my boss kind of had the same thing.
Well, if you need towels, go figure it out.
I was like, all right, well, guess I'm going to the trenches of the basement and figuring
(08:26):
out how to run like commercial laundry.
I love it down there.
I do too.
It's so therapeutic.
It's too hot.
No, no, no, no.
When you're taking like boiling hot pool towels out of the washer and putting them in the
dryer, your hands are so soft after.
I loved it.
I do too.
But okay, so looping back, one thing that chaps my butt is when you have a leader that
(08:48):
makes a comment like, we'll just figure it out.
That always irritated me so much.
All that tells me is that that leader doesn't know what to do or doesn't want to deal with
you.
This specific leader, because I did this pretty much every weekend.
Like I would just go touch base with the laundry department, say, good morning.
How are we?
I would check our towel inventory.
(09:08):
Get them some fraps.
I love that.
I would ask them like if they needed anything, when I bring down the towels, do you have
a washer open?
If you just say, Hey, here you go.
Bye.
It could be two hours before they even like think to remember your towels are there.
But if they're like, Oh, I have this one open like, or they're like, no, no, no, I'll put
it in right now.
Like you're good.
It's again, it's equal like respect of one another.
(09:31):
That's absolutely.
And bribery go a long way.
Oh, okay.
No.
So my way, I think they think I'm pretty.
So like I talked to them.
See you got that going for you.
I don't know what it is.
I don't know if this is other hotels or if it's just mine.
My housekeeping team, it doesn't matter, male or female are obsessed with Frappuccinos.
(09:51):
They just want Frappuccinos.
Frappuccinos are the way to their heart.
Like if you could ever ask them, we actually have a Starbucks on property.
So if you ever ask them what they want, it's fraps and like there'll be certain days we
do like housekeeping discounts in the Starbucks and all they order is just a mile of fraps
and the bar team hates it because the blenders are just in overdrive.
I was going to say, Barisa's fricking hate Frappuccinos.
(10:14):
Yep.
Ooh, Frapp Friday.
Yeah.
Yeah.
So they hate that.
But if I make people a little happy, I'll go down with a few fraps and I'm everybody's
best friend.
Okay.
Good to know.
See, you make the joke about you're pretty.
That's why they work for you.
That's why I have to work hard.
I'm still in there doing the laundry.
I will do it.
Liz, I'm just teasing.
But a call back to my leader.
(10:35):
A few, few weekends, like, you know, I'm doing this.
It's a routine.
She like can't find me.
You told me to handle it.
Like busy pool day, like in the summer, like we're cranking.
She can't find me.
So she like radios for me and I have to respond.
Be like, Hey, I'm in laundry right now.
Like I'm, I'm on a towel run, but I'm literally doing laundry.
(10:59):
Did you say that?
Yeah.
I was like, Hey, I'm on a towel run, but it's going to be a minute.
Like I'm switching washer to dryer.
Like, don't expect me back in 30 seconds.
I'm going to be a solid.
If you tell me to handle it and take care of it, I'm going to do that.
But you don't get to then have it your way.
So then my boss comes and finds me.
She's like, you really are in here doing laundry.
I was like, bitch, like, yes, I am.
(11:19):
Get over here.
Help fold the towel.
She did.
Shut up.
Yeah.
She's like, as she should, but she also like speak Spanish and I do not.
So it was like, yeah.
So it was kind of nice to integrate the group because my Spanish is subpar.
So you just say, yo, way poquito.
Compañeras, yo necesito mas toallas.
I have no idea.
Muy rápido.
Let's go.
(11:40):
You need more towels.
Faster.
I need, I need towels.
Let's go faster.
I basically like conversationally, I'm like, how long, what time, how many?
Todos mas cerveza por favor.
Oh yeah, for sure.
I know that one.
I'm just going to record Bill's voice and play that in the laundry.
Don't do that.
(12:01):
My Spanish is grammatically horrible.
It just gets points across.
But honestly, when they are cranking on a big checkout day, you know how many bed sheets
and towels there are.
It's insane.
And you guys are both pretty familiar with the property.
We only have five washers, five washers and like three dryers.
(12:22):
I have three.
You have three?
We have, I think three washers, three dryers.
And we're like triple the amount of rooms as you.
I'm not complaining though.
That may.
Plus all my pool towels on a summer day, I need to be doing like.
Your pool is definitely more cranking than ours.
Eight loads of laundry.
And you've got two pools.
Yeah, three technically.
Right.
But to say you only have X number of washers and X number of dryers, I mean, if you know
(12:44):
laundry operations, that may not be a bad thing.
Oh, it's not a very good calculation though, but like how many rooms, how many linens are
in each room.
There absolutely is.
But what are the poundage of the washers?
I don't freaking know.
I've been once told a hundred.
Okay.
So a hundred pound washer is a large piece of equipment.
That's a good size washer for your property.
Like a laundry bin, like a standard hotel laundry bin.
(13:06):
I can fit one whole thing of towels in a washer.
Yeah.
Okay.
So my staff can't, but I can.
Are you filling it all the way?
Oh yeah.
You're not supposed to do that.
It depends on what you're washing.
My Eagle Lab guy said, don't do that.
Everyone at housekeeping says, fork and stuff it until you can't stuff anymore.
Oh, that's amazing.
Yeah.
But like your number of dryers, I'm presuming you have a flat iron where you run the sheets
(13:28):
and duvet covers and all that.
Oh, I don't touch it.
Yes, we do.
We do.
I don't touch it.
Yeah.
And that's why you only have three dryers because you're not drying bed linens.
They all go from the washer into the flat iron.
I always wondered that.
Yeah.
It's a steamer.
I always wondered that.
I thought it was a press.
That's what I thought.
Effectively it is.
Effectively it's a belt driven dryer that will run the sheets, the duvets, whatever
(13:50):
you're processing.
Well, you have to be there like loading it, unloading it, folding it right after where
it's a two man job.
Some of them it's more than that.
Wow.
And depending on what you're processing, it could be more than that too.
Yeah.
But like with your sheets, you have two people stretching out the sheets to feed it in.
It goes in over a hot element where it steams it dry.
Interesting.
(14:10):
And then it auto folds it and kicks the folded product out the side.
Well, we have the basic version, not the turbo version.
It doesn't fold.
It doesn't fold.
So it'll steam it and then you manually fold?
Yeah.
Okay.
Well, but regardless of your process, that's why you don't have more dryers.
As many, yeah.
Because all of your towels and whatnot will go through the dryers.
But your tablecloths, your napkins, bed linens, pillowcases, all that goes through the flat
(14:35):
iron.
Well, we do get our like tablecloths, we get those like serviced.
Oh, they go to a laundry service?
Yeah.
Okay.
So I do have a callback to what I spoke about in regards to a stretching table from last
episode.
This is the piece of equipment.
A very important piece of equipment.
(14:58):
Man.
Okay.
So it is still in the other area.
We have not moved it into the facility.
Oh, that's amazing.
But we have gotten so many complaints.
I have to do research on buying a stretching table.
You're kidding.
From a fitness equipment company.
Okay.
So this is going to be a fitness equipment piece.
But where are you going to put it?
You didn't even have space.
So we do have another fitness facility on property.
(15:19):
I'm going to move one really cool bench, if anyone cares.
It's called a fit bench.
It is a flat bench, but the sides have five, 10, 15 pound dumbbells.
So two sets of each, a slam ball and two kettlebells all on the sides of it.
And then you can lift up the top and you can adjust it into an adjustable bench.
(15:43):
And there are different carabiner attachments all over the bench.
And there are cables or stretchy bands with handles on the inside of the bench.
Once you lift it up, just the top of it opens up to an open box container.
Really cool piece of equipment.
So you pissed you're having to get rid of it.
I have two of them.
Okay.
(16:04):
So does that qualify as equipment?
Yeah, it's a fit bench.
Look, when you explained everything in that one episode about it, you were refusing to
call it a piece of equipment.
It's a table.
I believe this is what you said.
Okay, this is a table made out of two by fours, some pillow fluff and vinyl on top.
The not equipment.
The not equipment.
Yeah.
This fit bench is great.
(16:25):
The equipment.
So that is equipment.
Yeah.
Okay.
So it's the quality that makes it equipment.
I said slam ball, kettlebell, tables.
That's a lot of equipment.
So you're super disgruntled about this?
No, I am not because the other fitness facility is going to get like a really dope piece of
equipment.
I think I'm going to remodel that actually next year.
Nice.
Yeah.
Just add it to the plate.
I know a great upholsterer if you want to use the frame of that thing.
(16:47):
No, it's going to stay where it is.
And if we get an alternative more something that fits the vibe stretching table, I will
be the one to throw that into the dumpster and hopefully have it sawed in half.
What's going to say?
Is there a beach you could take it to to have a bonfire?
I would love that.
I have no vehicle to transport this conking thing.
(17:09):
I know, but one good dream.
So yeah, the people that use a fitness facility are getting what they want and we are doing
research on a stupid stretching something.
Don't know why yet.
Oh, so funny.
Something more compact though.
So funny.
Yeah.
All right.
Well, you shared an update.
I can share an update.
Oh, let's go.
(17:30):
I was talking about the guy that got upset because of the game that he was watching and
assaulted the television.
To replace it was a thousand dollars.
He went all like Hulk and smash and threw the microwave to the ground.
The remote was still intact, though.
Well, the remote blew apart, but you were able cleanly and I was able to put everything
back together.
(17:50):
And I left the room.
So we saved nineteen ninety nine on a new remote.
No, I think it was like eight bucks.
How much the replacement cost was.
But we charge him a thousand dollars.
We disputed with his credit card company and we won.
No way.
How does that work?
We had the receipts.
OK.
So I mean, we call his credit card and says this is fraud.
Yeah, basically.
(18:10):
Did he say, yeah, I broke it, but it shouldn't be that much or that wasn't me?
No, he disputed it as fraud.
But then does the credit card company like call you?
Part of the challenge was is that he didn't dispute the stay.
He just disputed the damage charge.
Oh, so amazing.
Yeah.
How do you say that the damage charge for your room was fraud?
But the stay I was there.
I just didn't do it.
(18:31):
Yeah.
It doesn't matter that they have a photograph with a parking permit with my folio number
on it.
That's where he messed up.
That's where he really messed up.
It was like that when I checked in.
Uh huh.
Man, that's amazing.
You won.
And that is so awesome.
Take everything that has your name on it.
That's good advice.
Yes.
(18:51):
Or, you know, just don't destroy a room.
That's even better advice.
Yeah, yeah, yeah.
I know.
Especially when you're, you know, a rewards member and I've got that information on you.
And now every hotel within your brand that he checks into that will come up in the notes.
Please tell me his status was suspended or something.
Oh, I don't know yet.
Oh, shut about that.
But yes, Liz, to your point.
Yes.
(19:11):
That every hotel will know he did this.
That behavior follows him.
Yes.
Yep.
Man, I know we've talked about this before, but like, do you have to add notes or no?
No, the vast majority of guests you don't add notes for.
But can you add notes while not opening a case that shows up like on their profile?
No.
You have to open a case.
Can you add notes on someone's profile without opening a case?
(19:31):
No, because their profile is going to be local in your PMS.
Which goes away.
More or less.
So it would only show up if they came back to stay at your property.
Not if it's not a case.
Not if it's not a case.
No, because the cases get linked with reservations because it's linked to their member number.
So every reservation they make with that member number, then those notes get linked with that.
(19:54):
Interesting.
So follow the balancing ball.
You only see the bad stuff?
No.
So not just that.
No, you see any conversation points that are like critical things.
Okay.
But also like cases.
So when we say opening a case, it also means like a request.
So if a guest constantly requests, you know, water bottles or towels or whatever they request,
like, because we're supposed to review cases for the incoming guests and it'll show you
(20:18):
their top requested items.
So like, I know this guy requests a water bottle every time he stays.
So I'll go put a couple of water bottles in his room.
I know this guy always requests extra towels.
I know this guy requests always foam pillows.
So it'll show their top requests.
So you know what they like and kind of can anticipate their needs.
Anticipatory service.
Proactive service.
Ding, ding, ding, ding, ding.
(20:41):
Exactly.
Or just one ding.
Just one.
It's budget season.
It is.
How's that going for y'all?
Exhausted.
Almost done.
Oh, congratulations.
Amazing.
We've got all of our top line revenue done.
We have all of our expenses done.
Now we are looking at our GOP.
Sorry, our gross operating profits.
(21:03):
What's your percentage?
What percentage do you want?
50%.
That's amazing.
I wish.
This year we're not at 50%.
How is that calculated?
So basically think about it like if a dollar comes in at the top line, what drops out at
the bottom after all expenses.
So everything.
Everything from your toilet paper to your electricity to wages to all of it.
(21:25):
So whatever that amount is that drops out the bottom from that dollar is your percentage.
So what was the acronym?
GOP.
Is that gross operating profit?
How is that different than NOI?
Net.
Yeah.
Oh, got it.
Nevermind.
It's okay.
I don't have any commas are in there.
I'm kidding.
You just had to say it out loud.
(21:46):
I was like, ah, yeah.
Well, that's just kind of how it works is you put forth your budget and what you think
your goal should be and what you want to achieve.
And then you pitch it to your corporate who pitches it to ownership and it comes back
to you either wildly different, slightly different, but at least on our end, it's always wildly
different and unachievable.
Our sales team asked the GM on their needs slash wish list, they want an entire another
(22:10):
sales person and they already have a huge sales team.
The sales team we have at this property is bigger than I've ever had at a property of
this size.
And I was like blown away how many they have and how many more they want.
Why would they want more sales people?
I don't know.
Less commission.
Yeah.
Oh, that just means that somebody else is going to be taking a piece of your pie.
(22:30):
What they should have asked for was a coordinator.
Yeah.
So you want to know what property I have my eye on?
Yes, please.
They're building it right now.
It's in San Diego.
You can't move to San Diego.
I'm just looking at it.
How would we, how would we pop?
It's not that far.
You're going to.
What?
It's not that far.
I mean, I drive like 40 minutes here.
I would just be like another 40 minutes.
(22:52):
Oh, I'm cheesy.
This is like years away guys.
They literally just broke ground.
Oh my God.
So guys, have you been like watching much of the news lately?
Unfortunately, yes.
Okay.
I have been trying to stay away from some of the darker news stories because I find it
just like eats away at my soul.
Yeah.
So I kind of sometimes seek out funnier news pieces.
Oh, okay.
(23:13):
So recently I came across a couple of stories and after a friend of mine told me to take
a peek and I don't know how to work that.
All right.
We will punch at you.
Bill gave us homework.
And boy did we find fun stuff.
Bill gave us homework and we thought it'd be a cool little segment to talk about like
(23:34):
crazy hotel stories that are in the news because it's not all about us.
We don't always see crazy stuff every single day, but someone out there does and they publish
it.
The really, really crazy stuff.
Yes.
Okay.
Before we get into the news stories, there is so much TikTok content on.
(23:55):
There are.
Especially for front desk.
I'll figure out what her handle is and share it on the next episode, but she shares crazy
front office stories, which is like checking crazy guests in.
She used to work for an amusement park brand.
And now I think she is now gone and is like doing social media full time, but her stories
are fricking gold.
(24:15):
I saw this girl on TikTok that, or, you know, I don't even know if it was, it was one of
those things.
Yeah.
And she was literally recording.
So she had her phone like down so a guest couldn't see.
Oh, it was an actual, I'm talking about a girl that does skits.
Oh, that's it.
No, this was an actual recorded conversation where you couldn't see the guys.
You could only see her.
And so, but you hear both sides of the conversation and just the wild stuff the guests asked for
(24:38):
demands and she's just like, no, that's not possible to do XYZ.
But yeah, I do find those funny where you can tell it's a more casual hotel and they're
like literally wearing a zip up hoodie and they're like, no, I can't.
No, it's midnight, sir.
There's no manager here.
Like I'm the only person here.
Okay.
So, would you like to, what fun stuff have you guys found?
(25:01):
Well, the one that I found was fairly recent.
Okay.
And by fairly, I just mean 2023 at this point.
It was like that's this year.
It's recent.
It was about a guy who was found in a hotel room with an x-ray machine, medications, anesthesia,
doing dental work on people.
What?
(25:22):
In a hotel room.
In a hotel room.
Can you imagine walking in being like, oh, where's room 120?
Oh, right this way.
And then coming out with a mouthful of gauze.
Uh huh.
Like doing actual dental procedures.
Yeah, actually doing dental procedures in the guest room with a lot of different people.
Wow.
Yeah.
And that's illegal.
Right?
Well, it's illegal on a couple of different levels because not only was he doing dentistry
(25:45):
in a hotel room, which is by no way, shape or form sterile, he also failed to bring a
medical license to the room.
That's disgusting.
What?
He wasn't actually even a dentist.
Oh my God.
So how is he finding his patients?
I don't know the answer to that.
Like ad websites.
That's what I was saying.
Hey, want to get a crown filled?
(26:06):
I got a drill.
Cheap dental work for hire.
If you need a crown, I'm your king.
Oh my God.
That was good.
Oh, but like, hi, my name is Liz.
Nice to meet you.
Jim, like, do you do this often?
Yeah.
I mean, I don't know.
You have to have folks that are in a pretty desperate straits to go to a dentist in a
(26:30):
hotel room.
Wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait, wait,
wait.
I'm not even sure.
I'm not in a hotel room.
Where did you get that?
Can you just imagine him pushing that through the lobby?
Hi, guys.
What's going on in my room?
I don't know.
It was in the news article.
That's amazing.
I don't know the logistics.
I want to know the state.
I just imagine his like little like tray of like a Kouchermont.
Wait, wait, wait.
Well, now we have to guess what state.
(26:51):
What state do we think this happened in?
No.
I want to actually guess California.
OK, wait, wait, wait.
I'm going to guess.
Nebraska. Okay. Okay. Well the article doesn't say the state but by the city name I would think it's Connecticut
It's Danbury. Interesting. How do you know that? Yeah, cuz I know stuff. Dang man
(27:15):
You're like a freaking Snapplecap. Oh, I can't X out of my article
Okay. Wait, what was it Danbury? Yeah, you are correct. Ding ding ding ding ding ding. Look who showed up for geography class.
It's the seventh largest city in Connecticut
She's really looking into this. I know she is the research department population of let's just round up
87,000 so if you need some cheap dental work done not by the books
(27:40):
I guess food for thought for folks blue cross probably doesn't cover procedures done in the hotel room. No, I highly doubt that
Probably not. Oh
Alright guys, you want to hear the title of the news article that I found? Yes. Hotel guests
stunned to discover snakes in pool and hot tub
(28:01):
Okay
Okay, it looks like depending on the state that might not be like that far-fetched
It could be like Costa Rica or okay all good guesses where you think this might be no no, but like tropical
Yeah, tropical. We're definitely talking. Okay. Let's see what Louisiana
guests at the country and in sweets in
Germantown said they found snakes swimming in the pool and hot tub as well a slithering in a hallway
(28:27):
Over the weekend. That's weird. So Germantown
Wisconsin
Tropical not tropical at all and there are pictures
Hahahaha, hey crypto
Greece said when they were getting ready to go to swim
(28:48):
That's when she discovered snakes in the pool and hot tub area
Sure enough I go in and there's a snake in the hot tub Greece shared a video and photos of the snakes
She found with this news channel. I literally watched the snake slither under this person's door
That's disgusting
You know, I think I would rather deal with the guests that was upset that they didn't get service today than that snakes
(29:13):
Okay
Snakes it had to be snakes another question
Well, what's more disgusting to find in your hotel room or your pool or hot tub snakes or a mouse snakes?
Is worse? Yes, because I would lose my mind. Oh my god a mouse
It's like a mouse like it's just eroded like those happen. Hmm. Mm-hmm. Okay
(29:34):
Hmm, that's like a mouse to me is like a cockroach like they happen
I think I have an issue with the snake more than the mouse. Yeah
I have a very strong belief that if it has more than four or less than two legs
It has no reason to be in my immediate area
Okay, wait repeat that if it has more than four or less than two legs
Okay, it should be nowhere near me. Hey men to that spiders. Does that fall into the more than four?
(29:59):
No, so like you're not down for spider. Thank you
Oh centipede
Substantially more than four then yes, it falls into that category
Like any kind of big beetle with six legs, you're not like a ladybug ladybug
He or she bug can live outside you're talking about inside. Yeah, just not in my immediate area
(30:21):
I don't want any part what thing has two to four legs. That's an insect. None. That's why birds birds are cool
Birds are alright. I'm not gonna say they're cool birds. They're alright. Alright, Liz. What do you got? What'd you find?
Okay, so I found one and I was like I have to tell miss B and Bill about this cuz this is something you
Would do in real life. Oh gosh. Okay. So would you like the title? I do so
(30:47):
I'm just gonna give away the state because it doesn't matter
Oh, let us guess. Okay. Okay. Okay friends take over blank hotel after employees leave front desk unattended for hours
Stop, Florida. No, not Florida
So there's something went down with the employees that they like all stormed out and these group of friends
(31:10):
Like go to the state on vacation and they find like the whole lobby full of angry people
I think there was some sort of heist going on because people are like I'm getting frauded like my credit card
It's getting charged like da da da and these people are like well
We worked in hospitality at one point in time like let's get behind the desk and like start picking up the phone
(31:31):
So they're picking up the phone
Stop and listening to like all these complaints and like they figure out how to like check people into their hotel and like do
Authorizations and everything. Yeah
So then the next like employee comes to work after a couple hours and they let this like group of friends stay in a room
For free
Like I just ran your hotel for four hours
(31:52):
Yeah, and they were just like there on a good time and they ended up working at the hotel because everyone walked out
It's like if we took a vacation somewhere together as a crew
I know it would you know, it's funny
I haven't done that for like hours
but I have like gone to check into a hotel and like heard a front desk even struggling to do something and you're like
And I'm like system you got I literally was like did you do?
(32:13):
Oh
Like kind of like help them a little bit
Hit f8 then R then V exactly option down
Exactly that worked. I remember asking I'm like is you pretty new he's like, yeah, I'm like why don't why are you alone?
(32:34):
It's alright buddy, I remember my first day at work I'm in room 420 call me if you need help
But wouldn't you do that wouldn't you do that? You're gonna want to let it ring a few times. Yeah, if you saw like a front desk in distress
Or lack of any front desk staff, okay
I would step in to help them but I wouldn't run their desk for free for four hours
I think this group of friends was also like screw it. This is an experience. It's in shiggles. Nothing's accountable
(32:59):
Okay, we do it for the plot. That's true. We do it for the plot. We do it for the story
Yeah, if they didn't step in they wouldn't have that amazing story to tell afterwards. That's true. Who's one time it worked in a hotel
exactly
Yeah, I can relate that's truly how I live my life
(33:22):
Why you choose to go on certain dates, yeah, exactly. Oh
Man, yeah, that's a story for another day. I don't think my dating stories. That's a story for a different cast. Yeah
Yeah, wait, okay. So I'm still stuck on what state this is. Oh my god
Wait, let me let me review. Let me review and see and then hold on I want to guess
(33:42):
Oh, yeah, one quote is when you arrive at the hotel and there's no staff. So you now have a new job
That's so funny. Okay, we guess Florida and that wasn't it. I'm going to guess Vegas Las Vegas. No
I'm gonna go Midwest somewhere Minnesota. Mmm, you're closer
Texas no. All right, just tell us Nashville. Oh
(34:04):
City, Tennessee
Tomato tomato, yeah, whatever. Okay. Yeah, the friends were were quoted
We find ourselves in funny situations all the time
We did not expect this and then it goes on like talk about the brand and the company working to address make right any
concerns from impacted guests
(34:24):
Including the three individuals at the center of the story. Oh my god
Could you imagine that is so customer service PC of a response?
That's why I like some of these fast food companies that throw shade on each other
Oh my gosh, like the ones that are absolutely not politically correct. Oh, it's amazing. I love I
(34:45):
Follow Wendy's Twitter just for that reason really I don't have a Twitter
What is it Wendy's versus Burger King at this point? Wendy's is always picking a fight with someone. I love it
I was convinced their Twitter was like hacked or like fake forever cuz like have you seen there's people that Wendy's packing a blade
I know I but for a while
(35:06):
I thought it was fake because there are people that open these different accounts cuz I've seen the Twitter's and the tick-tock
Yes, where they say like, you know McDonald's customer service FedEx customer service and they just respond to troll people
So I thought that was it but it's real. Yeah. Yeah. Oh, man
Love it. Miss B. You got one more for us. So this one is I guess I would say it's still crazy
(35:27):
But when I first read it my immediate thought is just like no that didn't happen
Like my cynic in me and I'm like every guest says that yeah
Cuz that kind of stuff doesn't happen to us on the daily. I'm gonna read it. Okay. Okay
Hotel guest in blank suspects items were stolen while sleeping
Sleeping okay, so I'm sorry that is it is kind of Halloween season. So as a ghosty like coming in
(35:52):
So you learn yourself cynic in me who's also run housekeeping
How many times housekeepers get accused of stealing people's stuff all the time when it's literally like underneath another like belonging
I'm so when I heard that when I read this I was like, oh come on another one of these except they made it to a news article
So immediate cynic, but so let's read some more
Okay, a routine work trip turned into a nightmare when a hotel guest claims
(36:16):
He woke up to thousands of dollars of missing items
Guests as while he and his partner were sleeping
Someone gained access to his room at the blank in off the highway 94 and stole several articles of clothing as well as cash
credit cards and keys to his
Suv the guest had to get his vehicle towed from the parking lot. Oh, so it wasn't stolen
(36:39):
He said whoever came into his room was a professional making sure not to wake him and his partner
He reported the crime to the police and hotel management once he noticed something was wrong
He says he knows it could have been worse
He wasn't harmed but he's frustrated and hoping whoever's responsible is caught soon and that's it. There's no evidence
There's no backstory. No, there's no proof. There was no investigation. It just made it to a news article
(37:04):
Oh, that's why when I read it, I think it's full of bull because of my industry perspective
Or is the hotel trying to cover it up and it was like an employee
But why would someone come in steal all your stuff including your car keys and then not take your car?
Could they not find it? I don't know
How big was the parking lot?
Based on the this hotel in the city. I think it was tiny you think so like one parking lot
(37:27):
I'll just say it was some kind of in okay
But do you would you guys want to guess the state since we're on a roll? Oh, man. Give me some context
Uh, do you want me to give you this city?
If that'll help you bills better geography than I am Bismarck, North Dakota Wow, he's so good at this
I recognize the city could not tell ya
(37:48):
So yeah, that's a news article North Dakota is that
Do that again do it again, I don't know what a North Dakota
Accent sounds like but that was very Minnesota
I thought it was Canada was it Minnesota? Oh, no
Minnesota hey
This Canada a Canada, Minnesota. It's pretty close. Hey, what are you talking about?
(38:14):
Talking boot good in the boot
I'm horrible accents, but literally to me that article if I had a million guests
I feel like they would have written that article. I was gonna I was gonna say to the guest right it
It sounds like the Gus wrote it but it's in a legit news website took the incident report
Yeah, like maybe it was a really slow news week
(38:35):
They're like this guy has absolutely no evidence and says all this stuff was stolen, but let's publish it. Yeah
Alright, well, I've got one other one for you. Okay. Okay
So this one I'm not gonna give you the headline
I'll just tell you that it was a a guest in a hotel in Nashville, Tennessee had an issue with his TV
Okay, a couple of employees came to the room and they addressed the issue. Okay, pretty
(39:00):
Yeah, you know to be expected
however
The next night that guest woke up in the middle of the night to who was effectively the night manager that had assisted him the day
Before okay had come into his room in the middle of the night and woke him up by sucking on his toes
What yeah, so the guest didn't I?
(39:21):
Happen to look up at Liz across the table and the resident deviant had a very shocked look upon her face
Wasn't shocked it was opportunity
So said night manager was arrested and charged with a soul
So, yeah, so the night manager was arrested and he was charged with aggravated burglary and assault and what any burglar?
(39:46):
Well, he had a break into the room
Oh my gosh, he made bail
So yeah, the night manager got popped with a pair of felony charges and a $27,000 bond
How did he think that was gonna go down?
I maybe he don't know did he think the guy was not gonna wake up?
No, maybe he got like some kind of
Not gonna wake up. No, maybe he got like some cues when he was assisting the guests the previous day
(40:11):
Maybe he was like all this guy. I'll be into it
Well, except the article did say that this guy took it upon himself to make a key for this guest room
So it's not clearly was not invited. No, no, no, he broke it. Yeah, how was that?
I'm just I'm just so can you imagine like lifting up the covers?
Like on the end of the bed. Where's the little toe?
(40:32):
Like mmm, my other socks on?
Oh god
Okay, and the what if the guy had hobbit foot?
But the guest didn't wake up until his toe was actively getting sucked on. Yes
Oh door being open your bed sheets getting because I'm imagining that I mean hotel bed sheets are freaking tucked on the end
(40:54):
Yeah, but like I'm gonna speak from personal experience you pull him out like for me
When I go to sleep, I'm out like the world could come crashing down around me and I will not even know
Oh, yeah, I don't even wake up for earthquakes. I don't sleep a lot. I see my sleep patterns are terrible
But when I'm unconscious, I'm out. Okay, but really fast. Yeah, would you wake up?
(41:20):
Not even licking your feet touching your feet no, it'll send me through the roof
I would wake and like take them in the face. Yeah, if I've ever been in an accident
And I'm in a coma just one of you run your finger up the inside of my foot
You would freak I will I will awaken like oh
Okay, but the bed sheets are like tucked. Yeah, it would take some so you would have to like
(41:42):
Jussel that and like I'll untuck everything and then lift it and then God knows like are you wearing socks?
That's another like who wears socks to bed. I would agree with that
I've never slept with a sock on my foot and I can't imagine way to bed with a sock on you dirty deviant. I don't
It's really cold. I can't imagine what that we don't wear socks to bed. No, there's like a trickle of
(42:09):
Come on miss B, you know better than I was joking man. Okay anymore news stories
No, I got to the toe sucking one and I pressed eject on my own project
Look, there's a foot out there for everyone, but that goes a little like too far for me when it comes to
Well, there's definitely a foot out there for that night manager. Yeah, but like breaking in
(42:30):
Guys, just make sure it's a consensual foot. Okay, that's all I'm asking
Okay, so
Kind of to wrap up I may or may not have a homework assignment for the two of you. Oh
Okay, so you gave us homework and now it's my turn, okay
Okay, so I want you to because I'm assuming you both have lost and found
(42:55):
Mm-hmm. I want you guys to go to your lost and found areas and find the most
Weird out-of-pocket thing. Okay, take a photo of it any information that you can gather and
And bring it to the next episode. I think you guys are gonna be very excited cuz I already know what it is
Okay, and I'm bringing it. Okay, not the item just the photo. Oh, no, I'm bringing it you're bringing the item
(43:19):
Okay, brownie points if you actually bring the extra cred for sure
Stealing like from property
Just 12 hours, it's fine. Is it older than 90 days? No, but I don't think anyone's coming back for it. Okay
That's all we need to know
Is it a synthetic body part? I will not answer any questions. No, you're not allowed to ask follow-up
(43:45):
Okay, that is your assignment. Do you comply? Yeah, I don't think honestly
I don't think there's gonna be anything exciting on my side
But yes, I absolutely will part just bring them us or take a picture of the most interesting thing at least. Yeah
Yeah, yeah, yeah, you know what? I will do this
Even if I lose which I'm absolutely certain that I will I will see if I can dig up old lost and found photos
(44:05):
Just for brownie points. Yes. Okay. I like that that that is also perfectly fine. I'm excited about this homework assignment
Yes, but it can't be something we've previously spoken about on the podcast. Okay, okay, because we may have brought up
Occasionally like lost and found naughty items. Yes
So it can't it can't be one of those fair enough. Okay, I'm on board with the rules and I will gladly participate
(44:27):
Okay, let's do it
I'm excited and any of you listening that may or may not work in any sort of hospitality or service industry job
If you have a really funny thing that you have found in your loss and found feel free to email it to us and we
Can share it on the pod?
Absolutely. Yes, and you can reach us at og3 at
tftsi.com. Yes
(44:50):
Now and check out our website, right? Well, wait, wait, wait, let's talk about the email address first. Okay, so
rewind
So the email address og3 at tftsi.com
Replaces the original email contact, which was the ever so sleek and elegant. We don't even need to repeat it
See how fast you can say it. Yeah. No, we'll just let it die. Yeah, so it replaces an old email address
(45:16):
Now, why is it og3?
So while yes the podcast started off his mind it has grown into something more where now I really view it more as ours
It is ours. It's our baby unless it's a bill that has to be paid and then it's yours. It's mine
Daddy. Yeah, it's a bill for the bill
(45:39):
Have you had any wine tonight that is dad in the streets daddy in the sheet
Oh, so they're done that daddy's not coming back
(46:08):
Anyway og3 so anyway og3 is us
So any emails that are sent they're freely shared amongst all of us and that goes along
Piggyback with the new website, which you'll find us at tftsi.com
If you would like to submit a story you can do so there
There's a little submission form part way down the page and that will come to us as well
And just to be clear that is og and the number three. Oh, yes, that's very so og number three at
(46:33):
tftsi.com so submit your stuff. We can't wait to read it and we will see you in a couple weeks. Bye guys
Bye
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