Hit Below The Belt

    Hospitality

"In the contemporary West, hospitality is rarely a matter of protection and survival, and is more associated with etiquette andentertainment. However, it still involves showing respect for one’s guests, providing for their needs, and treating them as equals. Cultures and subcultures vary in the extent to which one is expected to show hospitality to strangers, as opposed to personal friends or members of one’s in-group."   –Wikipedia

 I have been in the hospitality industry for the past 8 years and while I was once new to it I feel like now I am well seasoned and sufficient at my job. Customer service jobs is no ride in the park either. It is not difficult to run the computer programs, or to handle money, answer phones, make copies, or any other job duty requirements. Dealing with people, HUNDREDS of different types of people is a whole other game though. This job requires me to not only be friendly but to know absolutely everything there is to know when a guests needs you. All with a smile on your face and a “my pleasure” in your voice. 
 
  I take great pride in knowing that I am warm and friendly with every guest, even the more trying ones. This company does not just hire any Joe Blow from the street, as their selection and hiring process is tedious and very in depth. I mean it takes WEEKS to get hired on. You could join the military and be half way done with boot camp before one would have their first day at my hotel. They hire people who they feel will go above and beyond the call of duty to make each an every guest feel welcomed to our property and be a team player with all the departments. We have won the J.D. Power (1st pace) Award the past 6 years IN A ROW. No easy feat….but honestly that’s just how good we are. And it’s genuine, not forced or trained. 
 
  So I take personal offense when a survey comes in and it’s blasting me because I followed company procedures and the guest didn’t like it. Basically what it boiled down to was they were due to stay with us Saturday and Sunday night (of last weekend) and check out Monday morning. Well, they lost a late afternoon baseball game Sunday and wanted to check out at like 7:00 pm and not be charged for Sunday and check out was 11:00 am. Housekeeping left hours before so it’s not like we could clean the room and resell it…and they didn’t ask in the morning if they could have a LATE check out….After I explained (apologetically) to the guest why I could not honor their request he seemed a bit disappointed but understanding of the explanation. Nice about it even. 
 
  Today a survey comes in (71/100) and although he did not mention my name he put the date and time he spoke with the desk clerk regarding his complaint. Looks like it was Your’s Truly.
 
Survey question: “Why do you feel the friendliness of the front desk staff was less than you expected?”
Guest: I really don’t know, but here are some possible reasons: 1. Lack of training 2. Lack of experience 3. General lack of ability
Survey question: “Why do you feel the value for the price you paid was less than expected?”
Guest: If an employee is below par, then it reduces the value of the experience substantially.
 
  What a punch in the gut. I receive TONS of surveys every month and usually they are scored 90 or above regarding me at the front desk. I know I shouldn’t let this survey get to me. I know what kind of employee I am and how dedicated I am to doing a good job. I also know that I am friendly and helpful towards the customers. I know I shouldn’t take it personally. But how can I not when he is trashing my character? Throwing my work ethic right under the bus. Of course management doesn’t make a big deal every time a 100 comes in with my name on it, but a 71 comes in and the world ends. “Hanna what happened with this guest? Why would they say this about you?”    Oi. “Obviously Mr. GM I am a horribly uncooperative desk clerk who should be punished. I‘m ill-trained, inexperienced and way under par. Why did you ever hire me?” Eye roll…No that was not really my answer…Instead I sincerely apologized and explained to him what went down. 
 
 Because they’re obviously a douche bag who didn’t get out of paying for their second night? He knew what the answer was going to be before I even asked. He said it “never hurt to ask and make sure.” What gets me EVEN MORE is that my GM sends the man an e-mail back apologizing about me and refunded him his second night anyway.  The guest gets to trash me AND get his money back. Grrrr
 
 People never consider the consequences  that their words have. I have been both mad at myself for receiving a bad score and mad at the guest who gave it to me. It brings down the property’s average and interferes with bonuses and that affects more than just me. What’s worse is the company doesn’t really care about your side of the story as the customer is always right…
Sigh. 
 
And my feelings are hurt. I feel like some random man off the street gets to put down my character and I can’t even defend myself. 
 
I know people like that are out there…and it comes with the job. 
 
But it still ruined my day. =( 
 
Under par…..fucker. Would it be bad Karma if I wished him a horribly painful stubbed toe or something?
 
I think I’d be willing to chance it.