Last night shift today...everything was smooth except for one...I "quarelled" with a guest...When taking over shift earlier, Helmi told me he quarelled with one too...haha
What happened was this guest came in at around 0220hrs on 11 June. In hotel's terms , it is still considered 10 June as the system has not ran...plus checkin time is at 1400hrs.
Changed the arrival date and verified with guest his departure date. He said he will be leaving later at 1500hrs so it is a day-use rate, half of the rate he was booked for...That was not to be the case. I informed him politely. He adamantly wanted half of the room rate...all the reasons came in..Gld member, big account, connection with big people etc etc
I still stood my ground. He asked to see the manager...that was the cue...its been a while since I need to use that phrase..."I AM the Manager!"
Of course, guest was still adamant and threatened to cancel his future reservations and complain to his connections...go ahead lah...still polite, I told him I respect his decision...anyway, he did check in..he has no future reservations...what's there to cancel....such audacity, still dare to lie..crap...
Anyway, I'm paid to handle such disturbances...used to it...but kinda frustrated at times...it irks me sometimes that they fail to see their "stupidity"
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2 comments:
there are all types of people on this earth... all types of customers/guests... service line staff just gotta be used to it... we're paid to be 'tortured'
LIAH! i miss using that phrase! *sighs* juz like how i miss all u peeps.... :~(
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