Unpopular Opinions

Welcome to Tales From The Service Industry, the podcast where we share all the juicy and hilarious stories from our time working in the service industry. In this episode, join your hosts Bill, Liz, and Ms. B as they dish out some wild tales from the last couple of weeks.Buckle up and grab a glass of your favorite red as we cover a variety of customer interactions, from guests causing room damages to those who threaten to "get ghetto." But that's not all, we'll also be discussing a guest who freely shares his opinion on the leader of the Third Reich, smuggled pets, irate guests, and entitled customers who demand room upgrades.With our witty banter and insider knowledge, we'll have you laughing and cringing along with us as we relive these outrageous moments. Whether you've worked in the service industry or just love a good story, this episode is not to be missed.So tune in and join us for an entertaining and wild ride through the world of hotel hospitality. Tales From The Service Industry, where the truth is stranger than fiction. #TFTSI #Talesfromtheserviceindustry #customerservice #FrontDesk #hotel #hotels #guestservice #complaint #fyp #podcast #podcasts #hotpodcast #karen #housekeeping

Episode Transcript

(00:00):
Let's get the party started.

(00:02):
All right.
The party's already here.
Well, when you showed up, it is.
Woohoo.
All right, so welcome back to Tales from the Service Industry,
the podcast that we sit around and complain about people
and their stupid behavior at hotels.
Yeah.
I'm your host, I'm Bill.
Tonight we have Liz with us.
Hi, team.
And Ms. B.
Hey, guys.
What up?

(00:23):
Hi, I'm Liz.
Hi, I'm Liz.
I'm Liz.
I'm Liz.
I'm Liz.
What up?
I feel like we always do this.
There's like so much lead up and chit chat, and then we actually.
Do you're in the headlight moment?
Press record and we're like, oh, what do we do now?
Exactly.
Oh, we get out of practice too.
We do.
And that's actually kind of the reason why there's been a little bit of a gap in posting

(00:48):
episodes.
Sorry.
Yeah, we apologize.
But unfortunately, well, or fortunately for all those that are in the hotel business,
it's budget season.
And if you are in the hotel business, you know what I'm talking about.
Budget health is what I like to call it.
Yeah, pretty much.
So wave one of budgets is done.
So little break.
Let's record.
Yes, we are.

(01:09):
Do we want to be honest with the listeners about the episode that will not ever come
to be published?
It's really never going to see the letter day.
We had an OOPS guys.
We had a great idea and it just did not come through like we thought it would.
None of it's salvageable.
No, okay.
Well, just be you were there, but you were not there.
I was getting tattooed.
Okay.
So, so let's let's lay down the premise before I give the answer.

(01:33):
Okay.
So a few months back, we had an episode with Chelsea Dagger, our tattoo artist friend.
It was a great interview.
Love having her here.
And it sparked the idea of, Hey, what if we did a remote podcast from the tattoo studio?
Like how fun would that be?
Right.
And it would be a lot of fun.
So you hear this like hum of the tattoo gun, like in the background and little tidbits

(01:57):
of convos, you hear the background noise of just hustle and bustle of the tattoo studio.
The wincing of Ms. B as she gets stabbed thousands of times a minute by little needle.
That definitely did occur.
Well, I think our origin idea did not include Ms. B getting tattooed.
It just came to fruition because you got tattooed.
Right.
Right.

(02:18):
The timing worked out that it was Ms. B getting tattooed.
So, you know, we broke down the studio, we packed it up, we took it to the tattoo studio,
we got everything set up, Ms. B got on the table, the tattoo guns started going and
we realized it's not as controllable as the TFTSI studio.
It's very true.
All that other wonderful stuff.

(02:39):
And I was not prepared for it.
And the results showed that I was not prepared for it.
Even at the time of recording, you and I were like looking at each other like, Oh my God,
what are we doing?
This, this ain't right.
Oh yeah.
Cause I couldn't even hear anything.
So I have no idea what it even sounded like.
Yeah.
No, it was terrible.
So it threw out the whole thing.
I fiddled with everything and about the halfway through.

(03:01):
Yes.
We got kind of the settings down where it needed to be and it started to sound okay.
And then we hit the max on the file record and the thing shut off.
I actually forgot about that until just now.
Yeah.
And then the doc that I brought from my laptop failed.
Oh my God.
I couldn't even transfer and clear off the card to basically go back and try and do a

(03:22):
read intro.
Oh my God.
We had no idea where it maxed out either.
No.
I think we were kind of like, all right, let's take like a potty break.
Let's give Miss B like a stretch break from her pain.
And we're like, Oh crap, we're not recording anything.
Yeah.
Oh my God.
That's funny.
I wonder how many times I said it's spicy.
Well, even Chelsea a couple of times was like, uh, it's gonna, it's gonna get spicy.

(03:45):
It's gonna get spicy.
Yeah.
And then you could hear you be like, who?
Like, which is sort of wins and pay.
You try not to make noise into the mic, like moving my mouth away.
There were a couple of times you sounded like a jet engine winding up.
Cause you know, it's funny.

(04:06):
Like most tattoos I've gotten, I don't even like wints.
Like I talk the whole time.
One time I sing and listen to music and stuff.
This is the spiciest spot I've ever gotten.
Well, I also think it was like the needle type or whatever she was using on some areas too.
Yeah.
And that is sensitive skin.
I know.
Go figure.
Don't regret it one bit, but recording during it was a little challenging for all of us.

(04:28):
I have to give it to Chelsea.
We were all like in the weeds.
I could clearly tell it wasn't going good at all.
And then Chelsea would come and like lean over like to the mic as she's tattooing you
and just spit like absolute magic of words and like so thoughtful and so eloquent.

(04:49):
And make something you'll never hear.
How is she like, we'll have to have her back.
We have to.
Yes.
I like the way her brain works.
Me too.
Yeah.
So any Hoosie, if you want to give Chelsea a follow, it's Chelsea dagger underscore tattoos.
Oh, but what else has been going on with you guys other than budget season and a holes and B holes and a lot of dumb, diddy, dumb, dumps.

(05:11):
Yeah, man.
Biggest problem we've been having lately is that sense that policies don't apply to you
and no responsibility to be taken on your part.
Of course.
Had a guy that what is this week and a half ago that I don't know what his deal was.
I don't know if he was watching a game that didn't go the right way or whatever, but he chucked the remote at the TV six, six times.

(05:32):
Six times.
Yeah.
That's not even like a mistake.
That's so bad.
So you might be sitting there going, well, how do you know it was six times?
Six things in the six spider web shattered things in the flat screen.
Do you know what day of the week it was?
Yes.
Paging the research department.
Well, I'm just really curious if it was like on a football game day.

(05:53):
Maybe it was that Jets game that what's his face like ended his career in one game.
Are you talking about?
Oh my gosh.
Why am I blanking now?
It's what everyone's talking about.
I'm not good at sports though.
Is it the Achilles?
Yes.
That one.
Oh, it was on the Jets, right?
Aaron Rogers.
Maybe it was that game.
Where's the bell?
I need a ding, ding, ding.
Yeah.
Career for plays at the first game of the season.

(06:16):
And the only reason I know any of this because I don't watch any sports is just reels and
TikTok and Instagram.
Oh, it actually pulls up on your social media.
That's interesting.
Yeah, because it's just a trending.
Yeah.
I don't follow any sports.
It was a Monday.
So Monday night football.
Monday night football.
Sunday game.
Sunday game.
Sorry.
It was, it was God.
It was almost a month ago.
Holy smokes.

(06:37):
So Shatter's the TV.
We charged him.
Guess what we get today?
A dispute.
A dispute.
That's hilarious.
But I'm sure you have photos.
I do have photos.
In fact, I have two.
One of just the TV and then one of the TV with his parking permit that he left behind
that shows his folio number on it.
Oh, what a dumbass.
The folio number matches the receipt that is going to be sent to the credit card company.

(07:00):
Please don't tell me he won.
We haven't completed it yet.
Got an A hole.
That's not possible.
Okay, so here's the thing and this is why I'm sure why he's disputing it.
We charged him a thousand dollars.
TVs are expensive.
But do you know why TVs are expensive?
All the programming and stuff that has to be done to make it a TV that's unique to that
room.
No, it's the hardware that allows it to interface with the hotel's movie system.

(07:24):
So it's called a Pro idiom TV.
If we didn't have a movie system and all of that, I could run down and get one for a couple
hundred bucks.
Holy smokes.
I'm gonna get a Wal-Mart and get a 70 inch TV for 500 bucks now.
But a 55 inch TV that's Pro idiom for the hotel is 900 bucks.
Wow.
Plus, he got pissed off.

(07:44):
He pulled the microwave out of the cabinet, threw it to the floor.
This guy's insane.
Yeah, I don't know.
Whatever.
So yeah, we charged him a thousand bucks.
900 for the TV and 100 bucks for the microwave.
He sounds about right.
Is the remote okay?
Okay.
Well, you laughed.
But your question actually is legit because the remote exploded.

(08:05):
Yeah.
Of course it did.
That's what was my thought.
When we went into the room, the...
You just see pieces of plastic like strewn about the room.
I give kudos to this little remote that could because so the battery compartment was open.
The bottom half of the shell was off.
The top half was off.
The little rubbery thing for the key pad inserts was...
Wow.

(08:26):
This whole remote was in like eight different pieces.
So I'm standing there as we're talking about the damage to the room and I'm kind of putting
everything back together and I'm snapping it together.
Damn thing works.
And it doesn't even look like it.
It doesn't look damaged at all.
So we're not charging for the remote.
But I wonder...
That's insane.
Okay, okay, okay.
But let's like put ourselves in his shoes for a minute.
I wonder first, you know, bad call, bad play, throws the remote.

(08:49):
Does the remote like stick?
At what point did the remote go into eight pieces or did it come piece by piece and like
each throw?
It was so interesting.
One little piece came off.
It's possible.
I don't know.
It's possible.
We finally did the remote to say like, I'm done.
I'm going to break.
Oh, we have photos.
Yeah.
Of course I got receipts.
Oh my God.
That's insane.

(09:10):
I cannot.
It's not like it's not like he could have been upset, thrown the remote, kept watching
the game.
The first hit would have destroyed the...
Well, that is clearly...
This is literally a toddler in adult form that was never taught how to be an adult.
Like just this is the toddler temper tantrum now 40 years later.
Yes.
You know, unfortunately he's also a rewards member.

(09:33):
Of course he is.
What?
Middle tier?
No.
Top tier?
No.
Second from the top.
Like second from the bottom.
Yeah.
Yeah.
Okay.
That's what I thought.
I wanted tier status.
That's insane.
And I love the parking pass so much.
Oh, that's amazing.
No, I don't know why it gives me so much joy.
Like seeing points or you know, whatever.

(09:55):
Yeah.
I mean, I don't know if it's like as crazy of a story, but we had a room that we had
to put it out of order.
Oh, I just realized.
I'm sorry.
Cardinal rule.
So you wouldn't have noticed it by the folio number.
I did.
That's a walk-in folio number.
Oh, of course it is.
Walk-ins are always, they're always the trash.
They're the ones.
No.

(10:15):
Who walks into a hotel and says, hey, do you have a room?
You'd be surprised.
You'd be surprised.
They're always the troublemakers.
And a lot of them just want to, for a couple of hours.
And watch a game.
But the worst ones though are the walk-ins from the same city you live in.
Yes.
So our actual director of accounting wanted to charge a higher incidental hold for any

(10:36):
area codes within X amount of miles.
And I was like, that's a great idea, but I can't execute that.
Up the rate for everybody.
I know.
Like we've talked about that before.
It's that, you know, hotels will charge 50 bucks for an incidental fee per day.
What can you replace for 50 bucks in the room?
Nothing.
It's like a remote, but that little remote was stronger than everything else in the room.

(10:58):
So funny.
I think you can buy your own remotes if the remotes last like that.
Dang.
But I mean, like, you know, so the guy comes in and he trashes the microwave and the TV.
So I've got a $50 hold.
That does mean nothing.
Nothing.
That's so insane.
In reality, the hold would be at least one night room and tax.
Like, you know, almost like you do with rent when you're renting a place.

(11:21):
Yeah.
You pay first and last.
You rent the room for one night, so your incidental hold is one night.
And then first and last.
Start this petition because I'm all for it.
All right.
Get us a change petition on there.
What's your current property?
75.
What was your previous property?
150.
I mean, that's more than that.
And then my property before that was 100.
See, it's up to the individual property.

(11:42):
But if you have frequent guests at a, you know, your hotel, how much flak are you going
to get from people like returning?
Oh, well, okay.
No, it's the return.
The first time I was here, it was $50.
Why is it 100?
We haven't heard that before.
Oh, true.
You're kind of used to it, I guess.
Yeah.
Plus on top of that, you know, we get those folks that they've traveled the world and
they've never been charged an incidental fee.

(12:03):
I made a tick talk about that.
I spend 200 nights a year in a hotel and I have never been charged an incidental.
No, I think you have about 200 times.
You just don't know it.
You just don't know it.
Said the same thing.
And part of the problem with the incidentals is that so many people use debit cards now.
You take away their cash.
Yeah, guys, don't use a debit card at a hotel when you're checking in.

(12:24):
No.
If you really, really want to use it, use it at check out.
So I had a guy this last weekend who, fun fact, we are not a pet friendly hotel.
Hey, neither are we.
We've never been a pet friendly hotel.
It says on the website, it says, like, there's nothing out there that says we've ever or
will ever be pet friendly.
And this guy checks in, he does not let anyone know that he has a dog.

(12:47):
Never does.
I don't really doubt about it because the guests near him call and complain.
Of course he was in one of our best rooms, one of our corner suites with a balcony.
The dog barks a lot, gets lots of complaints.
The front desk agent, you know, calls up and says, you know, sir, we're not a pet friendly
hotel.
He's like, oh, I didn't know.
She's like, and also you never disclosed you had a pet at check in.

(13:08):
And he's like, oh, well, I do.
And she's like, well, we're not pet friendly.
He's like, well, the dog's not going anywhere.
And she's like, okay, well, I'm charging you a hundred and fifty dollar fee.
And he's like, okay, I'm gonna check out tomorrow.
So then the next day comes at Sunday and he checks out in the room, reeks of like wet
dog.
Like, I don't know what was going on.
It just smelled so bad of like dog and like bad dog.

(13:30):
So not just like, you know, your dog was just in the room and left.
There's not really like a note into that, but like, I don't know if maybe they like
bathed it and it rolled around on everything.
Like, I don't know what they did.
To be clear, it wasn't like pee or poop smell.
No, it best to be described as like just dog.
Like, like, like he bathed his dog in hot garbage.
Yeah.

(13:50):
And like, we don't have carpet.
They didn't see any pee or poo anywhere, but it just reeked.
No carpet.
Dog.
Yeah.
So I would imagine like, okay, yeah, for how long was this day?
One night.
How is that possible?
But like, yeah, room smelled like that.
So we didn't get it either.
We're like, cause I mean, we still have couches.
We have other fixtures that can like hold the smell.
And like maybe it went potty out on the balcony, but basically we had to call in a third party

(14:14):
company to come and spray it cause they also noticed there was like bugs and stuff.
So they weren't safe.
They were.
Oh my God.
So that room has been out of order.
We just got it back today.
And today is Thursday, Wednesday.
Wednesday.
Today is Wednesday.
So it's been out of order since Sunday.
So the company came, treated it.
It had to be deep clean.
So it's been out since then.
So they were charging additional hundred dollars for a cleaning fee that did not cover.

(14:36):
See that, that's the stuff that frustrates me is that people look at it and go, oh, so
what's the big deal?
The big deal is you checked out on Sunday, which means I couldn't sell the room Sunday
night, Monday night, Tuesday night, and we just have it treated on Wednesday.
So I don't get it back until Thursday.
I should be charging you lost revenue.
Yeah, we should.
And the guy was like, why did you guys charge me 250?

(14:56):
And I was like, well, one, you brought a dog that wasn't disclosed.
And he's like, yeah, I knew about the 150.
It was like, yeah.
And then when you left the room required extra cleaning due to the smell of dog.
And I said, so that was a hundred dollar cleaning fee.
And we had to bring in a third party company.
He got so pissed and was like yelling, telling me how he's a rewards member, how this is
ridiculous that you guys can't do that.

(15:17):
It was like, sir, we are not a pet friendly hotel.
And he's like, well, whatever, I'm just going to write a bad review and I'm just not going
to deal with you anymore.
They said, okay, I'm sorry.
You feel that way.
But you're not sorry.
And I'm like, I'm not sorry for charging you because you brought a dog that you didn't
disclose in the reservation, but I'm sorry that you were so upset by it.
I said, so I do that.

(15:38):
Did you file a case against him?
No, I was so busy today.
And I was just like, dude, you brought a dog.
You didn't disclose it.
And then he made a, all right.
Okay.
Okay.
Okay.
Okay.
Okay.
Okay.
Okay.
Okay.
Okay.
Okay.

(15:59):
Okay.
Okay.
Okay.
Okay.
Okay.
Okay.
Okay.
Okay.
Okay.
Okay.
Okay.
Okay, okay.
Okay.
Okay, okay.
Alright.
Okay.
Okay.
Okay.
And then we have to bend over to what prospector had Ajax pulled at his customer and, uh

(16:36):
made a delivery car today.
But I will say we did not end the summer without a holiday weekend story.
Oh, I'm excited.
So as you guys know, I opened the brand new fitness center.
Well, no, actually, the last time we talked about the fitness center,
Oh boy.
you were not open yet.

(16:57):
Oh, we opened.
Yay!
Yay!
The last time we talked, you were fighting the fight over getting trash cans that they wouldn't get you on Cap X.
Yeah, they didn't.
Bastards.
But the new trash cans look beautiful.
They're nice and stainless steel and I polish them like once a week.

(17:18):
That's so cute.
Every single drop of sweat that is like not on the treadmill, like belt, but the side.
Oh, on the frame.
On the frame.
I see a drip of sweat like dried.
I'm like, I have to clean it.
I have to clean it.
I thought that would make a better noise.
So yeah, we're not only like cleaning the equipment for sanitary reasons, obviously,

(17:39):
we want to get all the stupid germs and sweat off the seats, the touch points, all of that.
No, I'm having them like dust the frame and like keep it looking new as long as possible.
The shroud where like the weight stack is like inside encapsulated.
I love it.
It is so freaking cool.
I got to say, I built a really, really dope fitness center.

(18:00):
And I assume you have all those old farts who miss the old junk.
Don't even get me started.
There's always those.
So okay, when you're where's the old treadmill that is by the window is my favorite.
I like the way it squeaked and rocked and seemed like it was going to explode.
So there is one.
People are calling it a piece of equipment, but you can't call it a piece of equipment.

(18:22):
It is a stretching table.
So it's the size of a double bed.
Okay.
And it is a table.
The legs are I kid you not two by fours.
And it is just a padded top with like a vinyl like I should take a picture of it.
It is an ugly monstrosity of a thing.
And the people are calling it a that piece of equipment was just fantastic.

(18:45):
I'm sure it was like so expensive.
It needs to be in the fitness facility.
And I'm like, uh, yeah, thank you for bringing that to my attention.
I'm hearing you.
No, but we're still looking.
We're still looking at final touches.
And to be honest, I'm not sure if that table will quite fit in the facility and maintain
our ADA compliance.

(19:06):
Well, you can just move this whole, you know, room around this whole room around.
And I'm like, no, we meticulously designed this facility for certain exercises to be
in certain areas.
It flows.
And the thing is,
Go structure it home on your bed.
Crazy person.
God freaking awful.
Okay.
No, we're not eliminating the table.
I'm just not putting it in the fitness center.

(19:27):
I'm putting it in the basketball court, which is 20 feet away from the fitness.
Shut up.
So you still like left it?
Yes.
That's so funny.
So many complaints about this.
I kid you not.
And one, one woman was like, well, that is just unacceptable.
And I said, for you to walk 20 feet to the basketball court, literally said that to her.
She goes, well, yes, that is such an inconvenience.

(19:49):
I was like, well, I'm sorry you feel that way.
So she will.
Well, first of all, she had a conversation with my employee about it.
My employee was like, Liz, I need your help.
Like she will not stop about this table.
So I go to her and I'm starting to have the conversation in the fitness center with like
other people present, other team members present.
It's an uncomfortable combo.
And then she like gets on a recumbent bike and she doesn't like me telling her no.

(20:13):
So she purposely asking questions about this recumbent bike.
Granted, I've had the equipment like a week and a half.
I'm not an expert at everything.
Like I'm, I'm still getting to learn to getting trained on this stuff is like, this is how
you turn it on.
This is how you make a custom workout.
This is how you like log in.
Yeah.
This is how you log in a Netflix, not, well, what does this button do?
What does this button do?
Where is this?
Where is this?

(20:34):
Where is this?
Well, the old screen looked like this.
And I'm like, lady, what do you want the screen to look like?
Well, I don't know.
I'm like, okay, well, what about this?
And she's like, no, I don't like that.
Okay.
Well, what about this?
No, I don't like that.
And she goes, stop touching it.
Stop touching it.
I'll figure it out.
Okay, fine. So then she goes to like our admin office, like complain and says, I want the
manager to call me about the interaction I just had.

(20:57):
So I get an email saying, Hey, you know, this member, she had like a conversation in the
fitness center today and she wants you to call her.
It was me.
She wants to complain about her conversation with me to you to me.
That's amazing.
How did that go?
So I call her the next day.
And I'm like, I understand you wanted to follow up phone call in our conversation from yesterday.

(21:18):
And she goes, well, not from you said, Oh, I understand you wanted the manager of the
department to like give you a call.
She goes, well, what do you do?
Well, I'm filling your request.
And I say, I run the department, ma'am.
So any information I told you yesterday is pretty damn accurate.
You're not talking to a 17 year old wiping down fitness equipment.

(21:43):
Oh, that's amazing.
So then she goes, well, who do you, who's your boss?
My boss is Mrs. So-and-So general manager.
Well, I need her to call me.
So bill, you'll like this because I had my bosses back in this moment.
Well, you know, she is out of office today.
I'm not quite sure when she will return.
Fair.

(22:04):
And I am not sure what her schedule is like the coming days when she does return.
So is there anything I can like help you with in this moment?
No, I really want her to call me.
Okay.
So the next day when I see my boss, I go, yeah, Mrs.
So-and-So wants you to call her.
She goes, who is it?
And we like look him up and she's like, yeah, I'm not calling her.
She wants to talk to me.

(22:25):
She can walk in here and talk to me.
That's funny.
So does no one follow it up with her?
I called her again.
Well, no, I see her every freaking day.
Oh, yeah.
Four o'clock on the dot.
Did you tell her to be the capacity on the message?
No, because she avoids me now and it's so satisfying.
But the stretching table is a big topic.
We have like two more cardio pieces on the way to like finish up the facility.

(22:49):
We have a lot more training to do.
It's a brand brand new.
It's totally different than the old facility.
So it's just reiterating the expectations to the staff.
Okay.
I'm trying not to let the negative outweigh the positive.
Yeah.
Change is hard.
It is.
And we didn't build the facility for, you know, we've been accused of only building
it for men or only building it for young people or, you know, you didn't put live TVs.

(23:13):
What am I supposed to do when I'm running on the treadmill?
And I think like you're supposed to run like, I'm sorry, you can watch Ina garden when you're
sitting at home on your couch.
You don't need to watch it while you're on a treadmill.
Tune in on the streaming thingies.
You tried telling like an 85 year old that, but it's so funny for me to say like, well,
you can log into like your Netflix or Hulu, your YouTube TV.

(23:35):
And they're like, I don't know what that is.
I do have a group of guys hooked on playing solitaire on the treadmills in the morning
when they walk.
Can you imagine playing solitaire and like dragging a card across the screen while like
walking on a treadmill?
That is so weird.
There is definitely more positive feedback, but the negative feedback is so loud.
Way is on me.

(23:56):
Yep.
We get that especially in hotels.
It's, you know, you could have, I would say like 98% of your guests are happy and enjoy
their experience, but that 2% is so loud, so obnoxious.
Yeah, but okay.
So build on that.
How many rooms do you have at your hotel?
369.
Okay.
So just for ease of math in my brain at this time of night in budget season, let's just

(24:19):
call it 300.
Okay.
I like that better.
So you got 2% of your guests are potentially pains in the ass.
Yeah.
That still leaves you with six jerks that you have to deal with every single day.
Oh, so it's probably less than two.
But yeah.
So it's like, what percentage did you say?
I said 6% or 2% 2% of 300 would be six.
See, he's in budget season.
He's good.

(24:40):
Oh, I literally did the math or you just go two times three equals six.
I don't know where the comma is.
So I'm going to have to decimal point.
Research and math department.
Okay.
Fair enough.
So I'm at a little smaller hotel.
So I get to deal with two jerks a day more or less.
My favorite.
And this is the both you ladies will appreciate this one.

(25:02):
So don't even quote me on the timetable here since I was so wrong on the bus at TV.
That was almost a month ago.
I thought it was like a week ago.
But recently I had this woman that was causing a bunch of problems.
She was in one room, which weirdly enough was directly next to my office.
Weird.
Oh my God.
And I like you can knock on the wall and it would be her room.

(25:23):
Yeah, exactly.
It was common wall between my office and that guest room.
The entire day I hear nothing but music bumping.
And then I hear arguing loud enough that I could clearly discern through the wall what was going on.
Okay.
So what did I do?
I recorded it.
Oh, because I was going to have to go have a conversation with this woman.

(25:44):
So I recorded like 20 seconds of hearing the yelling and the profanity and everything else coming through my office wall.
So that when I went and talked to her, I could have a conversation with her and be like, look, this is unacceptable.
I'm hearing this through a wall.
Yeah.
So had a conversation with her.
You got to dial it down.
If you are going to continue like this, I'm going to ask you to leave.
Good.

(26:05):
They dial it down.
So they stay that night.
The next morning they want a room transfer because they wanted two Queens instead of a king.
So we transform to another room.
We go in to go clean the room.
There's dog hair everywhere.
It looks like they've been there for a week and a half, not 24 hours.
Wow.
So I go to the next room, have a conversation with her.
What's going on with the pet hair, blah, blah, blah, blah, blah.

(26:26):
There's no dog in the room.
I don't have a pet, et cetera, et cetera.
Well, I have a photograph of the chair in the room and it's covered in dog hair.
So if you can explain to me how this photo of your room is not pet hair, then I'm okay with that, but I need you to explain it to me.
Oh, gosh.
She's like, oh, well, you know what?

(26:48):
You can see that I don't like hair at all.
Look at my husband.
He's just shaking his head and she like starts going off and it's profanity after profanity.
It's like this attitude of you can't talk to me.
You don't know me kind of a thing.
So I'm like, you know, let's just bring it down.
I'm trying to have a conversation with you.
I'm trying to understand what's going on because this is what I'm seeing.
You're telling me you don't have a pet, but I'm seeing pet hair.

(27:11):
We found dog kibble in the room too.
Oh my gosh.
I don't understand how what you're telling me fits what I've seen myself
Based on your behavior of the yelling the profanity the dog hair etc
I don't feel you're being straight with me. No, not at all. So I kind of laid out on the line
She's like, you know, I'm sorry. We'll we'll be good

(27:32):
But where's the dog?
Exactly, where's the dog, right? I wait one question. Yeah, she transferred rooms without anyone seeing a dog yet
We never saw an animal never saw an animal period
But when she checked out of the second room dog hair as well, but none of us saw an animal
Were you at her room when you were having this conversation?

(27:52):
Yeah, when she came to the door
She did one of those like barely open it and squeeze through exactly so she had a pet. I know she had a pet
And it's in a bag. Yeah, go on. Yeah. Anyway, so as I'm talking to her
She's swearing quite a bit and I at one point I told her look I said we're having a conversation
Can we drop the profanity? I said, you know, you're in the hallway
Other people can hear there's families here. Let's just clean it up. She looks me and she goes. Oh, you know what?

(28:16):
I get ghetto
I'm like, well, I'm not sure how that really correlates with our conversation. I'm just asking you to stop dropping F bombs every other word
Mm-hmm. Oh, I'm sorry. I just get ghetto. That's how I am. I just get ghetto
Okay, fine. So next day she goes to check out we've charged her the pet fee
I told her we were gonna charge her a pet fee. She agreed to the pet fee

(28:37):
She said she was gonna charge her sister because somehow now they don't have a dog
But you know, oh, it must have been my sister bringing her cat kind of a thing
And she yeah, I don't know I don't understand it all myself
So the next morning I'm down in the back office and I hear this woman at the front desk and she's going off at my front desk
Supervisor. Oh, no
What do you think she's disputing the pet fee?

(28:59):
He did not he or she did not take it off. Did they know they did not but here's the boat got to him in time
Yes, I did actually I'm standing there listening and I hear a very different story
Than what we talked about the day before. Oh, her sister was no longer involved. I know that's a shock to all of you
That the story was not consistent. So being the guy that I am I walk out there now

(29:22):
I'm not tiny by any means I stand right in front of the woman. I'm right next to my supervisor
She is continuing on and on and on about the conversation. I spoke to your GM yesterday and you're like hi
No, so I'm just standing there like Joe Schmoe. Yeah, right go on
Yeah, I'm just letting her talk and she keeps going on about I talked to your GM yesterday

(29:44):
And he said such and such I talked to your GM and he said this I talked to your GM and he didn't tell me that blah blah blah
And it dawned on me at that moment. She had no idea who I was
No, despite having stood in the hallway with her and had legitimately a good 10 to 15 minute conversation with this woman
She had no clue who I was she was trying to be a bully

(30:05):
She was she was definitively elevating the temperature. The profanity was coming out
She was getting really pissy with my front desk supervisor and I finally just stepped in and I said ma'am
Do you have any idea who I am and she just kind of looked at me and I said because we spoke yesterday for a good 10 minutes
Yeah, I said you do realize I'm the GM

(30:26):
The one that you're referencing things to my supervisor that were not said yesterday and were not covered yesterday
And she just looked at me for a heartbeat and you could see that like
Yeah, she got her hand caught in the cookie jar right at that point here comes the profanity
Of course comes the ghetto. Yeah, and she starts getting belligerent now a few episodes back

(30:50):
I made the comment that when people are in the wrong they go through three steps three stages
It's the belligerent. You don't know who I am then it's the oh take pity on me
I'm in a really tough spot blah blah blah blah and then it's straight crazy
So when she realized that she was getting nowhere and now she got her hand caught in the cookie jar the belligerence came out
Yeah, she starts swearing at me blah blah blah blah

(31:13):
I looked her square on the eye and the same thing that she said to me the day before I said straight to her and I said look
I don't want to get ghetto with you
What I had had enough of this woman it was look not the most professional thing
It was warranted in this situation

(31:34):
Good, but the thing that was interesting is that one of the guys that was with her that had been sitting down
Heard me say that looks over and I'm like, oh snap this guy's gonna get involved
Yeah, he did get involved, but it was not what I expected. He stood up. He walked over and he goes
What's going on and she looks at me? She looks at him and she starts getting all amped up again
Oh my god, he looks at her and says why don't you go sit down? I'll take care of

(31:59):
Now this guy looks like full of Otto. I mean he's facial tattoos big neck tattoos. All right. All right
I'm like, oh things are gonna go south and
After she walked away. He's like hey man. Look, I'm so sorry. I love it. She gets ghetto
Yeah, pretty much and it was absolutely not what I had expected from this gentleman. Oh

(32:22):
Yeah, he and I talked he's like look man the pet fee cleaning fee whatever leave it on there. It's all good
We'll take care of it. Wow
Problem wrapped up in 20 seconds
They left the whole diet tribe at the front desk from this woman
Which I mean before I stepped out there had been going on for at least 10 or 15 minutes Wow over in 60 seconds
Man love that. Well, I don't I don't care what like gender roles you're like playing like man or woman

(32:48):
I don't think it's okay for anyone to talk to the front desk like that
No, it's like a significant other or like a friend to just like sit back and watch that happen and not step in and be
Yeah, we had a freaking dog
It doesn't matter the situation like you went into this either fully knowing this hotel is not dog friendly
And I'm bringing a dog or guess what even if they are pet friendly and you bring a dog and you make a mess

(33:11):
You're gonna be responsible for cleaning up after that mess. Even if it's a service animal. Yeah, yeah your service animal peas in my carpet
I'm charging you. Yeah, yeah, that's legal sure
It's just like if a person peas on the carpet you charge them. No, we'll charge you no matter what he is pee
I don't think I told you so, you know, we always share like the stupid stories from the hotel industry, right?

(33:31):
I don't think I told you this but a couple of weekends ago
I took my kids to a donut shop and this guy walks in he buys donuts
Okay, doesn't doughnuts. So what you do, right? That's that you're in the right place for that
The woman at the register tells him it's gonna be like 1450 or something like that. Sounds about right. He hands her a $50 bill
She kindly says to him sir. I'm sorry. We cannot accept a 50. We only accept bills

(33:53):
$20 or lower. Yeah, okay, the guy loses his shit
Starts yelling at her about donut. I come here all the time
You're telling me you won't take my money and just be littling this girl that's working the counter
She was probably like 18 19 like she was that's young in the work
Rips into her the woman that's working with her comes over tries to explain it to him points to the sign tape to the

(34:18):
Yeah, sir, do you not have a credit card? No, I don't have a credit card
I just have cash in my phone and I'm thinking to myself you have a credit card on your phone, huh?
Yeah, I should introduce you to miss B who?
Only pays apple so he's just being a jerk to these two women to the point that I almost stood up and paid for his damn

(34:40):
Donuts just to make him leave. Yeah, I just want you to shut up. Here's 14 bucks. Yeah, and that was the thought that went through my head
I sat there deliberating going God is it worth because you're ruining like a
Breakfast with your family, but at the same time. I don't want to jerk like that to get money
I probably go up to and say dude go to a different donut shop then the
Thought I'm alone the thought that I had was I was gonna just step up put my apple pay to it pay for it and just look at

(35:03):
Them and go that's $14 and 50 cents for you being a bitch
Yeah
Or okay, here's another like situation. I had my littles with me
Yeah, yeah, like if I had like a couple 20s like wouldn't you be like hey?
Do you want me to just like break your 50 for you?
Not the younger girl, but the other woman that was working with her
You know what she did she went into her purse and she was able to break change out of her personal money the guy got his way

(35:28):
He got his his donuts. He got his change. He walks out. He didn't even say thank you
Oh, and he also threw out the whole you know, I'm never coming here again. Please. Please don't yeah, exactly
Reward us with that. That'd be amazing. Who goes with donut shop with a $50 bill. I know
You know most of their transactions are probably like two three bucks exactly
They don't have a bunch of 20s like to just hand you right and when he was walking out the younger girl says sir

(35:54):
I'm sorry that we had the issue. Thank you. Hope we see you soon
Yeah, and the guy just ignored her and just grumpily walked out
So after they had left and we were done we were getting ready to leave
I actually walked up to the counter and said to the woman that broke the change. I said hey you handle that amazing
Yeah, I said, I'm sorry. He didn't say anything, but I'm gonna say good job because you went further

(36:15):
Above and beyond that I would have for him. Yeah, I mean it
But eat rocks. I would have just told him look if you don't want the donuts you can leave or go to a bank
I would I would personally sign. I would rather have thrown a dozen donuts away than make that guy happy. Absolutely
Same here
Unfortunately, and I still don't understand why it is that people think that just because there's the saying about the customer is always

(36:39):
Right that you can do anything you want to do you can be a punk and you're in the right
You're not well, I think that phrase comes from like in this service industry
Like we want the customer to be happy and have you know a good pleasant experience with us
So we're gonna try and achieve that goal, but you don't just get to be an a-hole
So I actually have like two that literally just happened that are just along those lines

(37:02):
But I was doing a hotel mod shift in the evening on a weekend
I get those like maybe once a month
So I am the entire hotel manager on duty and it's usually a Friday and a Saturday night. I love those shifts so much
Tell us how much you know the worst
But I do them and I get lots of fun stories out of them

(37:24):
And this was on a Saturday night and I had to be back Sunday morning to open
Well, I came in at nine so
But technically it's like seven opening for me is five. Ew gross. Yeah, but so but I was there till after midnight
so I'm in the back doing something and

(37:45):
My front desk agent comes back and is like in tears
And I'm like Anna what happened and she's like can you go talk to those people out there?
They are just horrible and I was just like of course like what happened and she's like they're demanding an upgrade and keep in mind
It's like nine ten o'clock at night on a Saturday pretty much all rooms are in you have no upgrades to get out

(38:09):
It's like the handful we have left. That's all we got and
She's like they're demanding an upgrade to you know one of our our high floor balcony rooms that we have exactly
Three of and they think there's just one sitting unoccupied. Oh, okay, and I was like well, they're just being mean to you
Like what did they say? She's like well, I told them and she's like it was really nice

(38:31):
She's like I told them that there wasn't any available that I could try to give them this instead
And they're just like no no no they kept arguing with me and saying do you know how many times we've stayed here?
We've never gotten it and the husband came up and put his finger in her face and pointed at her and was like if you know if
You worked for me you be fired by now
And then that was the point where she just turned and walked away and came to the back

(38:55):
And so I was pissed and I went up there
And I'm like and it was the wife there and the husband you could just see him kind of like stalking pacing in the background
And I was like hi there. How can I help you today? And she's like we want an upgrade to X suite
I was like, oh, okay. Well, um, it's not available
It's Saturday night. We're a couple rooms away from being sold out. You guys booked a

(39:18):
standard king and as X status
You are eligible to an upgrade upon availability on the day of arrival
And the upgrade I have available is going to be a concierge level room, which means I've got you a room up on the top floor
We've set it aside for you. It's ready to go. Well, that's not acceptable. I want a suite
I said well considering you're staying with us for five nights. There was no sweet

(39:42):
Day of that was available for five nights and I and she kept pushing and pushing and would not let it go
And I was like, okay
If you're absolutely set on getting that sweet what I can do is I can put you in a two queen suite
That I have available tonight for one night tomorrow
You can move to this other suite and then on the last night you could stay in we don't have any sweet

(40:03):
So the last three nights you can stay in a concierge. I'm not moving rooms that many times
I said, okay, then that's gonna take us back to our first option of you going into the concierge room that you got
Comparative upgrade to well, that's just ridiculous
And she keeps going off and I was like ma'am. She's like I saw it was available online
I was like maybe for one night, but now it's not well, that's ridiculous. It said so online

(40:25):
And I was like, no it didn't because it's not there. It's not available. So there's no there's no numbers there
That says well, this is just and I said look you just went around it around and around around
And eventually they took the keys and they stopped off and she's like, what's your name?
I was like, I miss B and she's like, I don't appreciate you're treating us like this
And I said ma'am we're treating you with nothing but respect and I said unlike what I could say for your interactions with my associate

(40:49):
I was like, what do you mean? I said, did your husband not say to my associate if you were working for me
You'd be fired by now and she's like, yeah
And I said you don't think that was inappropriate to say well, it's just ridiculous
We stayed here this many times never got I'm like, okay
Well anyways, that was not appropriate to say to one of my team members
We don't appreciate that and let's get back to the actual problem at hand without insulting anyone and then so she found that very

(41:14):
upsetting she opened a case with the hotel brand against me. She didn't mention the associate and just went on about who she didn't get the
Suite that she saw was available even though they didn't you know pay for it and book it and it wasn't available
But besides that and then says I proceeded to lecture her and gave terrible customer service
I was like seriously and I am the property responder for all these cases

(41:40):
So it's me that has to write back to her about you and so I ignored the she said about me
And I'm just like I am so sorry you weren't able to get the suite that you so desired
Next time you're in the local area and looking to stay at her property
I do recommend if you there's a room that you have your heart set on you book it you book it because if you're waiting for
Complementary upgrade. There's a day of base upon availability that exact suite you wanted

(42:03):
There's three of them and they're almost always booked. So I just informed the guest
Yes, and then she's like literally went on to insult me in my mind
You're a terrible manager this this and that and I wrote a response
So many good responses back to this guest. I never sent them not worth it
You just done with them not worth it because like it just does nothing like I responded out of obligation for the brand

(42:24):
I showed my response I attached it to the case and I said I responded to her but they didn't require a respond back
Not another one and the thing is like no matter what I said. It's not cuz gonna win
No, lady that is not at all. What happened?
What's the probability of getting that upgrade say if you were maybe staying for one night?
It's better, but not on a Saturday night when we're near capacity like you you got a book that stand on a random Tuesday

(42:50):
See and you're far too kind because for me if you're requesting a comp upgrade and I don't have it
I don't have it. I'm not gonna play a game where you can have this room tonight
We'll transfer you to this room tomorrow. You can have this no the room that I book you in
That's the one you're gonna get because every single time I have to transfer you I have to clean that room like a departure

(43:12):
Well, the thing is it cost me money what I have done it. I knew she wasn't gonna
You're here for five nights, I'll show you on the screen every single one I can move you to every single night
I know you're not gonna do it. I know and deliberately make it difficult exactly so then the choice
No, no, no, no, Miss B. Just wanted the satisfaction of her being like

(43:34):
I guess I'll take the room you booked me in. Yeah
Oh
And then when I was like, okay
So if you want to do that one sweet for tonight, then we'll change you tomorrow
This is the sweet by the way. It was an accessible sweet on the fourth floor
And it was the only one that wasn't booked because nobody wants it and she's like no
I want something on the top floor and I said ma'am. This is the only unoccupied suite

(43:55):
Do you want me to go up and kick someone out?
I know I would they wouldn't want you to it was just crazy
So then there was that lady and that was this last weekend, right? So today I'm in my office
And I'm slam just trying to get things done my associate comes in there. She's like, oh miss B
Like yes, she's like I have this guy on the phone. He's the worst and that sounds just like her

(44:18):
he is X tier which is the highest tier as it gets and
He wants the executive suite and he checks in today and he's like demanding it and I keep telling him
It's not available and he's not listening. So he asked to speak to my manager
I said, okay more than happy to talk to him. So I let him sit on hold a little bit
It's my MO get to marinate. I do some shadow boxes. Maybe a little stretching

(44:43):
All right, let's do this. Let's do this. So how I get on these calls is I pretend like I know absolutely nothing
Oh, I love doing that. Yeah, so I have got favorite. I pretend like I have zero information. I have no idea who you even are
There's just a call there
So I answer it. I'm like, I thank you for calling blah blah. This is miss B. How can I assist you today?
So I'm mr. Ken. I'm coming today. I'm X level and I want an executive suite. It's like, oh, okay, excellent

(45:10):
I was like, let me log into my system real quick. How's your take on so far?
You know just making conversation
Not logged in already
Exactly. I'm already logged in like just go like this. Just just sit you like sit and marinate and get more pissy
And make you wait a little bit more and then I say, okay, I'm like, okay now pulling up inventory

(45:31):
And what was your last name again? Can you spell it? Okay? And you said you wanted what an executive suite?
He's like, yeah, I'm like, okay. I'm like, huh. I'm not seeing anything. Hold on. Let me keep looking. Hmm keep typing
But you're not anything there. Oh the keyboard, you know
You can just go like this and you kind of like the clicky noises because I have little nails
So I make little clicky noises, but I'm not actually clicking any buttons and I just keep going

(45:54):
Hmm, you're just on the bottom of your keyboard essentially and I'm just making it seem like oh
I don't see anything that you said you saw it was available and he's like, no, it's just that that's the room
I want like, oh, okay. Yeah, because I mean I've looked everywhere. I don't I don't see that room available
And he's like, oh well the last girl said it wasn't available either
But you know, I just I am this level and I'm like, oh, I'm so sorry sir

(46:18):
I was like but I compliment upgrades are based upon same-day availability
You know like the day of checking if it's available rather than happy to but if I don't have it
I can't I can't make it appear and he's like well, that's I you guys need to give me a suite XYZ XYZ
And I go okay. I was like, well, let me go ahead
I'm gonna look through all my arrivals and I'm gonna see if there's anyone that's in a suite that maybe like, you know

(46:40):
Booked it on accident or if there's some kind of error. So just bear with me while I look through all my arrivals
So then I think I'd be on hold for 15 minutes. Oh, no, I didn't let him get old
I just kept him there and then kept
clicking like hmm not that one
Not that one
And I played that game for a while and just made him kept waiting made him kept waiting my associate comes back and she

(47:04):
Looks in kind of like
And I just keep doing it. I'm like, okay
Can you imagine? So where are you coming from? Can you imagine? You're just seeing Miss B
Just having the girl look my associate just thought I was nuts was looking at me like are you nuts or you an evil genius?
And I'm just like doing it and so after a while I was like letting him fester on the phone
Listen to you fake tap your nails because he already got the real answer, but he wants the drama

(47:28):
So let's do this. You to really search for it and look for it and make sure you're right
Exactly and I delivered it which it just says that on the first screen like oh not available
Yes, but you don't believe me you think I'm lying to you
So I'll make you wait longer for the same answer
Do you think we can search through a computer and find something that like
Miraculously a frickin appears doesn't exist

(47:49):
That's why I'm doing that people cancel multiple reservations for the same like days
Consentatively that it will magically appear and I don't think that's gonna happen in a seven minute phone call
No, no, so I keep doing it that and then like every like couple seconds. Okay. Here's my other one. Yeah, it looks like they're all booked
I was like, but hold on I

(48:09):
Can check my two queen junior suites. I'll check all the arrivals for that
See if anybody was booked by mistake. How do you book by a mistake? I just said that because I'm like, what do you think?
Okay, like I
Find but for our listeners they might like if they happen to be that grumpy Gary that one day and you know
You ask for a manager and they're doing this on the phone

(48:31):
We're gonna we're gonna mess with you
And I think these are some taglines to be like they really don't have it available
We really don't give up. Well, I really don't and I think this is where we throw in the footnote of just don't be this guy
Yeah, so I did that and then I did it for a whole nother room type
So I had a gentleman who stays with us frequently who's a top tier member that gets that guaranteed late checkout

(48:57):
The best never leaves at the time of his checkout. It's always like 30 40
minutes after
After his late checkout like a super late check out like to the point where
Can you sell the room the following night? No, no
Occasionally he leaves so late that we can't sell the room that night because that I'm not gonna hold my staff for

(49:19):
God knows how long of overtime just to clean the room after he leaves karma found him
Where to karma find him at my hotel
So he came in one day wanting to check in to his particular favorite sweet
And we've only got two one of which is occupied by a long-term person and this other one
Okay. Yeah person checking out was the same tier here

(49:44):
Love that another late checkout on a late checkout
So they were supposed to leave but you have no time for them to leave and clean it and be ready for them
Correct because the guy that is the pita the pain in the ass
Is in my lobby at like 2 30 in the afternoon
Where's my check in because I'm ex level and when I explained to him that

(50:06):
Coincidentally a guest of the same level is in the room that you're requesting the complimentary upgrade to
That has a late check out of such and such. I'm not gonna be able to turn that room. Yeah. Yeah, so I'm sorry
It's not available today and he lost his ish. I
Stay here all the time. I am ex level blah blah blah blah blah blah blah

(50:26):
Do you kind of be real with him and be like you do this I did shite to us all the time
I did I pulled him I pulled him to the side and I said look I fully understand what your level is
I fully understand that you stay here frequently
I would hope that you also fully understand that we have this similar conversation on the opposite side of this coin with

(50:47):
you every day
He was
Love it. He stormed off good. Yeah karma. He stayed somewhere else didn't stay in your hotel
No, he apparently he ended up coming back later that night and just took a regular room
Regular room for us regular petty people

(51:10):
And I don't I don't like having those conversations. I really don't it's like I mean
I know that we sit here
We job out the stupid stuff that goes on and I'll I'll share the stupid stuff that I'll say to people
I don't get off on it. It doesn't make me happy at all. No in the moment. I'm stressed out. I'm angry
I'm like miserable talking about it later is funny, but in that moment you're like, yes

(51:31):
Oh, this sucks like even that lady I was talking about that I was literally shaking. I was so upset
So I get what you're saying
There's a little part of me that feels like a little piece of me dies every time I have to deal with someone at that particular level
They're like taking away your soul little chunk by chunk like we were saying earlier
Yeah, it's a small percentage of the guests that we deal with every day that act like that
But at the end of the year I've dealt with what 300 a holes

(51:55):
Yeah, it's like I don't like coming home angry every day. I know people just need to be nicer to people
Can you imagine having the same clientele walk through your doors and be a holes every single day?
You go to work because that is my life
That's she hers our long-term guests
That's all of our lives

(52:16):
That's why people like really ask like why do you like being like in a property like yours?
I'm like well, I like seeing the same people every single day lies, but I but you know on the positive side you do you genuinely
Some of them get to know these people and they get to know you and you know in turn
They have genuine interest in your career and your life and your extra curriculars, and then there's just a holes

(52:39):
Yeah, but you know don't check out you got to be careful about getting to know some of your guests too well
There's a line. I try to keep it on the down low where my office is located because I have course
You'll get people knocking on it. I do have people
Not like that's the worst I have what looks like a guest room door that exits into a corridor and
Couple of these long-term difficult challenging guests have seen me exit that door

(53:03):
So they put two and two together they come up with the fact that that must be our office
So yeah, I'll get these little knocks on the door periodically
So this one guy crack the door and be like can I help you know you've had funds on you never hear it
I have a people so there are times that I just don't answer the tour
Yeah, 100% I wouldn't be like I'm so sorry you stopped by I've been on conference calls all day

(53:24):
Anyway, so this one long-term guest he catches me we're talking and
Conversation got a little too real and we started talking about other things and he kind of got into politics
No, no as bad as you think it is it gets worse. Oh god, so he gets on this whole thing about politics
Oh, God, I'm scared. Sorry. You should be he says, you know

(53:47):
I've got some opinions that are not all that popular
And I said well considering I'm at work and we're sharing conversations about politics if you feel that way
I would recommend you don't bring it up
He goes yeah, but you know, I'm gonna do it anyway. Yeah, he goes. Yeah, but
Seriously, he goes I feel strongly about this one. Oh, I know I said, okay

(54:11):
I said, you know, go ahead share your opinion. He goes, you know Hitler had some crazy ideas
And I looked at him he goes, but he was kind of on base about certain things
This is miss beat I thought we were gonna go somewhere totally different with that. Yeah, I know so I
Was not prepared for him to be
No, 100% serious to the conversation continue. How was his mustache?

(54:36):
Fine
Oh
Yeah, so at that point I was just like look Bob I I'm tapping out of this conversation
No, no, no, I didn't and I looked at him and I said look, you know
Like I said before you shared your views on the leader of the Third Reich

(55:00):
You know, I'm at work that political conversations not acceptable political. That's like I said and then you went and you
Went a level way
Where I thought you were going so that this was gonna, you know make America great again, not yeah
So I'm like I'm not getting involved in this one
So you can have your opinions, but you need to take those opinions elsewhere

(55:28):
Yeah, my brain would be like what all day long did that really happen? Well like the guy that
I don't did I share the story about the guy that was talking to my front desk agent and out of the blue
Looks at her and goes you're one of those left-wing libtard communists. Yeah
You did tell us about that

(55:48):
I mean at what point at what point has it become acceptable in our society to just be that
Insulting to people and think that you're in the right. I don't get it. I don't either. I don't I sometimes my staff gets stuck
You know in those conversations quite often
I'm sure and you know leaving into next year. It's just gonna be absolutely non-stop

(56:11):
So sometimes they're like what do I do and they're not even like fake a phone call fake a page
Some of them are barely even like 18. They don't really know what they're talking about
So I just go you gotta do something you gotta they're too uncomfortable to say that sometimes
I'm like sometimes you just gotta feed their ego and just nod and let them talk
Well, sometimes doesn't doesn't matter if you agree or disagree with them. Just oh

(56:36):
Sometimes but you know what I would recommend
Especially for like the young ins that don't have that work history to be able to kind of guide the convo guide and move the conversation
Come up with a bailout phrase. Just one. Oh my god. My boss is calling me. No, not the boat's on fire
No, not like that
But like you know like Liz if you were to walk by Sally and Sally's in over her head

(56:59):
No, having her be able to say like, you know, hey boss, there's a problem with the 1200 model treadmill or something
Just whatever just something random second. You're like a safe word like pineapple, but in your work speak
Yeah, exactly, but something to get them out of the room and I can be like, oh, what's up?
And they're like nah, I just need to do escape that conversation
But it's something that like you can recognize and say you know, give me a hand with that

(57:21):
Yeah, or you know what? Let me take over for you here. You go take care of that
Some of my staff does this when they know they're gonna be interacting with a guest that is elderly
And they may not have a lot of companionship in their lives
Oh, no, that's a long conversation and the conversations are just so mundane and so long that I have gotten mad at them being like

(57:44):
Miss B, where have where have you been? I sent you on task one two three and you've been gone for 45 minutes
Yeah, and my team goes. Oh, sorry Tim caught me like in the hallway
Tim caught me like down folding towels and I just couldn't leave it is so bad with I would say
Four members that they will text me or radio me Liz. I am going to X area

(58:11):
X person might be there. Can you radio me in three minutes?
I'm happy that
Because it's saving me time I'm figuring out what they're doing or where they are
Yeah, they're trying to get stuff done and there might even be like a timeline
My favorite though is when you have a situation that's like that that they're not pre prepping you to bail them out

(58:33):
But you see them like from a distance talking to that person that the one that you know is gonna gobble up all their time
And you can just grab the radio and be like
Liz to Sally
So Sally go ahead Sally. I need you at the docks as quickly as possible ASAP
Okay, great. I'll be right there
The other thing that you do like for the radio is you could have a fake radio code so you could be like an escape code

(58:57):
Kind of so 1041
Can't pick up the radio and be like oh Liz no, I have to initiate it. Yeah, so, you know, it's like hey Sally
We have a code 22 at the dock
But it's total BS and they're like, oh copy
So cup 22 is like do you need to be rescued right right and if they reply back, you know copy?
I'll be right there. Then you're like, ah sweet. Yeah

(59:19):
That's funny. Yeah, that's good. I'm gonna bring that up do it a couple of my leaders tomorrow
It's help just randomly just randomly. We got a code 22 with dogs
Do we do we have a code 22 and someone could be like oh no, I'm on a towel run or like oh copy that
I'll be right there. Like you know, which situation is which exactly that's so funny
Yeah, my teenage very young impressionable staff. They hate it when they forget their sunglasses in their car

(59:47):
Yeah, it's a bad day
Yeah, I've gotten the question a couple times a boss. Do you have any extra sunglasses in your desk?
I forgot mine and seriously I kid you not numerous times. I have team members be like now boss
There's gonna be some mommies here
Oh, let's let's let's move away from hotel stories for a second. Oh, I'm excited. It's a podcast related thing

(01:00:12):
If you were to go to TF TSI comm you will find a website website
Let's do it. Let's do it. I'm so excited. So you said TF TSI
I tell us from the service industry. Oh my god, it's beautiful. It's there

(01:00:37):
Pictures on the front page. No, but we've got episodes. Oh, you could check out for featured podcasts
Oh my god guys, this is so cool. And when you could just from this page, you can hit follow
Oh my gosh, you can so if you click the follow that takes you actually to our YouTube channel so you can follow

(01:00:57):
But the thing that I like the most about it is that there's a right there right there
Oh this section connect with us. That is right. Oh, and you can put in your name email phone number
You can connect with the og3. I like this button. This is are you interested in being on the podcast?
Oh my god, so guys you could go onto this website tftsi.com

(01:01:18):
Super easy super simple and you can write to us. That's right far easier than our terrible email address
I
Love this
So that form if you would like to submit a story you can submit a story from there
If you want to be on the podcast we can certainly discuss that you don't actually have to join us in the TF TSI studio

(01:01:41):
We have a way of patching in a phone call
So if you have a story and you want to share it with us go to TF TSI comm scroll down to connect with us
Enter your story hits and they're so easy guys. We made it super easy for you and it's beautiful if I could say so
That's right now additionally. We will have a new email address here

(01:02:05):
And as much as it pains me because it's such an amazing email address of tales from the service industry at gmail.com
That is gonna go away
Okay, so as of this recording I am one week from my one year published anniversary

(01:02:29):
So I'm probably like just in about a year of my first recording
J. Yeah, it's like this is your birthday song. It's not very long. Hey
Yeah
You've been a podcaster for a almost a full year that's wild something I've always wanted to do

(01:02:49):
It's been a dream and you've made my dream a reality come true because of all the little people
horrible stories
In the grief stories no, it's because you is because you were invited to a therapy session that you actually connected with
Exactly recorded therapy recorded there my weekly recorded therapy exactly my confidential therapy that goes out to the world

(01:03:18):
It's a very accurate sentence. Yeah
True that's kind of creepy scary ain't it? Yeah, it is and I love it
Yeah, love every moment of this people from all around the world have heard about Liz. Oh, do we want to check on check on our like listener
ships from
Listening from the far the far flung we haven't done that in a while. Yeah

(01:03:38):
Yeah, let me
All right, so some of our far flung listeners. We have few from Germany a couple Swiss
Love it lots of Dutch are okay. How cool
We're international our friends in Holland are apparently spreading the word. I love this
Quite a few folks from England Leeds Manchester Liverpool London

(01:04:02):
Okay, big cities England's my thing. I mean, I love you guys in Holland and everywhere too, but never been to those
another listener in
Romania nice
Egypt Rio de Janeiro. All right, that is a new one
Yeah, actually, there's a few in in Brazil

(01:04:23):
Argentina and again in the Philippines. I love it. We're happy to have you guys and then there's a few in New Zealand
I love it. Welcome to the pod fam and then quite a few within the US and
Again our friend in Wichita, Kansas. Oh, okay
Love you. No our friend from Wichita

(01:04:45):
Can you please go to our website and please just submit anything in our contact form and just say hello?
I'm your friend from Kansas exactly, please
Please so let's go out on the high note. Okay. Thank you for listening. We appreciate the support
Liz thank you so much for being our resident
Thank you for having me for exactly one year. I know well 51 weeks. Okay, okay, don't I

(01:05:10):
I gotta keep you in check. I know I know but anyway, thank you. You're so welcome
I love that you love that you're part of the show and miss B. Thank you so much for being here as well
Thank you happen also for being a part of the show that
Yes, and I never will and on that note we will be back in a couple weeks
Bye bye guys

(01:05:33):
Have a new podcast.net