Tonight, I had the worst guests I think I've ever served. This is due to a combination of things they did/said, and then culminating in the absolute worst thing I've ever seen done by a guest.
The guests were a couple and were middle-aged.
They started off by not listening to me, which I just find rude...
(The woman began...)
She had been drinking port all night and had been mixing it with coke. I'd been giving her the port in port glasses, which she'd been tipping into a tall glass. However, for some bizarre reason, port was incredibly popular tonight. This meant that by their third round, I had run out of port glasses.
"Are you going to mix it?"
"No, just on it's own" (damn, I was hoping to just give it to her in a tall glass).
"Sorry, I'll just need a minute so I can go find another port glass."
She looks at me like I'm stupid, and says "Don't bother, put it in any glass. I'm just gonna mix it" - I'm beginning to dislike them
They went on to yell at me...
(It was now the man's turn...)
"I'd like... blah blah blah"
"Sorry, just so you know, because of the hour I can't take cash or card payments. I can only charge to the room and to do that I'll need to see the identification that reception gave you when you checked in"
"It's 5 to!" - (I checked my watch. My manager has emptied my till 4 minutes earlier than he should have)
"I'm terribly sorry, there's nothing I can do. My manager has already emptied my till and taken it offline."
"YOU ARE PICKING THE WRONG PERSON TO ARGUE WITH!"
"Yes, Sir, as are you. I haven't done anything. The manager has taken my till, I can't do anything. If you like, I can get the manager and you can speak to him."
"NO! I'M GOING TO YELL AT YOU!" - I'm past dislike, I now hate these guests
They then showed what kind of people they really were...
I had been serving them for several hours, and had noticed a strange egg-shaped object on the table in front of them. When I went to clear glasses, I got a better look at it. It looked kind of like a baby monitor. When I cleared glasses a second time, I got an even better look and was able to read it. It WAS a baby monitor.
I went and checked with reception - There are no guests staying in the hotel with babies
I then went and listened to their conversation - They were definitely not guests at the hotel, but they lived locally.
So, in summary, they have gone out to have a drink, have decided to pay extortionate hotel prices for these drinks, and have taken out a baby monitor instead of paying for a babysitter!
What happens if the baby starts crying? How long will it take them to get home and find out what's wrong?!
When I told my flatmate about this, she asked what happens if someone attacks the baby? - Unlikely, but taken to extremes, yes! What does happen if someone attacks the baby?!
I looked up the baby monitor on the Internet when I got home to find out it's range. Even if they lived next door to the hotel, there's no way it would work.
In my opinion, people like this should not be allowed to raise children.
I'd really like feedback on this, so if you're reading please do post a comment. Am I overreacting?
Additionally, I read a similar post on 'Barista Brat's' blog. I can't believe I read her post and then had this happen so soon after.
Friday, May 4, 2007
Thursday, May 3, 2007
My Time Out of Uniform
Inspired by 'Al's' post on his blog 'Life On A Roll of Film' about being recognised outside of work, I decided to write about my time out of uniform.
When at work, I dress VERY smartly. The uniform is incredibly formal and neat. Outside of work, I dress much more simply. However, during one night's stay at the hotel people spend on average between 2-3 hours in the bar. This means that I do not have to be seen in my uniform for people to recognise me. They've spent several hours either talking to me and/or being in close proximity to me! - Though, occasionally they will have been so drunk that they cannot remember this, and if I greet them in the street they look a bit puzzled.
If someone is very drunk, and I refuse to serve them, they tend to yell at me - This doesn't bother me
If someone realises I don't care about being yelled at, and I'm not going to change my mind about serving them, they will occasionally ask to see my manager - This also doesn't bother me
If someone yells at me, asks to see my manager, and he also tells them they're too drunk to be served and if they don't calm down he'll escort them out of the hotel, people tend to get the message and go to bed - This makes me happy
If I then see the guest in town the next day, and they're sober, I cross the street and hope they don't see me - At work, I'm paid for the privilege of being yelled at by drunken idiots. In my personal time, I just don't need it.
Thankfully, most guests are sensible enough to realise this, and having sobered up can see I was just doing my job. Some are so ashamed about their behaviour the night before, they'll cross the road before I can and avoid me. Some just scowl at me.
However, there can be positives to being recognised outside of work. I wandered into a restaurant with my flatmate and bumped into an American couple who stay at the hotel frequently and spend most of their time in the bar, usually chatting to me quite extensively. They bought me lunch!
Another couple went out of their way to invite me out with them, asking me while I was working what days I was free and where I'd like to go. Again, free meal! - Bearing in mind I once spent a week living off 8p basics noodles from Sainsbury's to save money, a free meal is a godsend...
When at work, I dress VERY smartly. The uniform is incredibly formal and neat. Outside of work, I dress much more simply. However, during one night's stay at the hotel people spend on average between 2-3 hours in the bar. This means that I do not have to be seen in my uniform for people to recognise me. They've spent several hours either talking to me and/or being in close proximity to me! - Though, occasionally they will have been so drunk that they cannot remember this, and if I greet them in the street they look a bit puzzled.
If someone is very drunk, and I refuse to serve them, they tend to yell at me - This doesn't bother me
If someone realises I don't care about being yelled at, and I'm not going to change my mind about serving them, they will occasionally ask to see my manager - This also doesn't bother me
If someone yells at me, asks to see my manager, and he also tells them they're too drunk to be served and if they don't calm down he'll escort them out of the hotel, people tend to get the message and go to bed - This makes me happy
If I then see the guest in town the next day, and they're sober, I cross the street and hope they don't see me - At work, I'm paid for the privilege of being yelled at by drunken idiots. In my personal time, I just don't need it.
Thankfully, most guests are sensible enough to realise this, and having sobered up can see I was just doing my job. Some are so ashamed about their behaviour the night before, they'll cross the road before I can and avoid me. Some just scowl at me.
However, there can be positives to being recognised outside of work. I wandered into a restaurant with my flatmate and bumped into an American couple who stay at the hotel frequently and spend most of their time in the bar, usually chatting to me quite extensively. They bought me lunch!
Another couple went out of their way to invite me out with them, asking me while I was working what days I was free and where I'd like to go. Again, free meal! - Bearing in mind I once spent a week living off 8p basics noodles from Sainsbury's to save money, a free meal is a godsend...
Tuesday, May 1, 2007
My Games
On certain days, you can expect to serve virtually no guests. Sundays are typically dead, and Mondays are usually fairly quiet as well (in my post 'My Night of Boredom', I mentioned I'd spent 6 hours on bar and served no one. That was a Sunday night). It is a challenge to keep myself entertained on these nights. This is largely due to a sign in the staff area that says "Staff are not allowed to play games and/or read on bar!"
With that in mind, these are the games I play!
Builder - The idea is to construct furniture out of whatever you can find on bar - usually corks and toothpicks
Origami - Self explanatory, though I can only make a 'crane' and a 'hopping frog'
Monkey - Get guests to mimic you as often as you can, without them realising - This is actually fairly simple, as long as it's done casually. For example, it is easy to make guests call me, Sir, and thank me for my service. I've also found that guests will often repeat the greeting you aim at them; 'Good Evening' results in 'Good Evening' even if said at 9am, and some will even go so far as to mirror 'How'do!'
Story - Make up criminal back stories for guests drinking in the bar (this is taken from the pub scene in 'Shaun of the Dead') - Unfortunately, requires 2 players
Tiddly-Drinks - Put two drinks that will be identical, and involve adding soda water, next to each other on the bar. After adding the spirits, attempt to 'leapfrog' one measure to the other's glass using a high pressure burst from the soda syphon - Can get messy; should only be played with an amiable guest
And my most recent addition,
Anagram - Pick a wine at random off the wine list and jumble its letters. Then see how many words you can make from that selection
e.g. Clarendon
Alone Cad Can Cane Caned Canoe Canned Car Care Cared Clad Clan Clean Clear Clone Cloned Coal Cod Code Con Cone Conned Cord Core Crane Dale Dance Dancer Dane Dare Deal Den Don Done Lad Laden Lance Land Lane Lead Led Lend Lone Lord Lore Near Nod Node Nor Ocean Ode Once Oracle Oral Ore Race Raced Ran Read Real Red Rod Rode Role
(If I have missed any, please feel free to add them!)
With that in mind, these are the games I play!
Builder - The idea is to construct furniture out of whatever you can find on bar - usually corks and toothpicks
Origami - Self explanatory, though I can only make a 'crane' and a 'hopping frog'
Monkey - Get guests to mimic you as often as you can, without them realising - This is actually fairly simple, as long as it's done casually. For example, it is easy to make guests call me, Sir, and thank me for my service. I've also found that guests will often repeat the greeting you aim at them; 'Good Evening' results in 'Good Evening' even if said at 9am, and some will even go so far as to mirror 'How'do!'
Story - Make up criminal back stories for guests drinking in the bar (this is taken from the pub scene in 'Shaun of the Dead') - Unfortunately, requires 2 players
Tiddly-Drinks - Put two drinks that will be identical, and involve adding soda water, next to each other on the bar. After adding the spirits, attempt to 'leapfrog' one measure to the other's glass using a high pressure burst from the soda syphon - Can get messy; should only be played with an amiable guest
And my most recent addition,
Anagram - Pick a wine at random off the wine list and jumble its letters. Then see how many words you can make from that selection
e.g. Clarendon
Alone Cad Can Cane Caned Canoe Canned Car Care Cared Clad Clan Clean Clear Clone Cloned Coal Cod Code Con Cone Conned Cord Core Crane Dale Dance Dancer Dane Dare Deal Den Don Done Lad Laden Lance Land Lane Lead Led Lend Lone Lord Lore Near Nod Node Nor Ocean Ode Once Oracle Oral Ore Race Raced Ran Read Real Red Rod Rode Role
(If I have missed any, please feel free to add them!)
My Clocking Off Routine
Skimming through people's blogs, I came across 'Tesco Sales Assistant's and read her most recent post. I got to the third paragraph, and noticed the bit about recognising the regulars/regular types. What particularly caught my eye was, "I know pretty much... who the weirdos are". The word, 'weirdos', made me think of how I end my night after a shift at the hotel.
My Clocking Off Routine
Having handed over my duties to the night manager and put my time card through the clock, 'officially' clocking off, I head home. When I get home, I analyse my fridge and inevitably remind myself that both my flatmate and I are useless at planning ahead. Whenever we go shopping, we only ever buy enough food for that evening (I have tried desperately to break this habit, but to no avail).
I am now left with 2 choices:
1) Attempt to make something out of whatever leftovers/canned food I can find
2) Drive to the only store open at this time - bearing in mind I finish on average between 2 and 4am, this limits my options significantly
When taking into account that I can go without food for the evening, but I cannot go without a large drink (settles me nicely after dealing with irritating customers, and also helps me sleep), if there is plenty of food but no alcohol, option 1 gets dismissed instantly.
Option 2 underway, I will head to Tesco.
I am usually so tired when I finish my shift, I have not bothered to change out of my uniform. As a hotel barman, I am VERY smartly dressed by bar standards (I once got asked by a check-out girl if I was on my way to a dinner party).
Whilst I can cook, again my tiredness will get the best of me. This means that I will always buy simple meals, as well as my alcohol.
However, as I can never shop ahead, I visit Tesco about 4 times a week... always between 2 and 4am.
In summary, I am a very smartly dressed young man, who buys simple meals and alcohol, comes in 4 times a week, always at ungodly hours.
The night shift staff have now come to recognise me and we exchange pleasantries. One night when I came in, the security guard remarked I was in later than usual, and I explained my occupation and its variable hours.
"Ah!" he exclaimed. "THAT explains it!" Word got around quickly, and now everyone asks me how my shift on bar was.
I think I may be a Tesco weirdo...
My Clocking Off Routine
Having handed over my duties to the night manager and put my time card through the clock, 'officially' clocking off, I head home. When I get home, I analyse my fridge and inevitably remind myself that both my flatmate and I are useless at planning ahead. Whenever we go shopping, we only ever buy enough food for that evening (I have tried desperately to break this habit, but to no avail).
I am now left with 2 choices:
1) Attempt to make something out of whatever leftovers/canned food I can find
2) Drive to the only store open at this time - bearing in mind I finish on average between 2 and 4am, this limits my options significantly
When taking into account that I can go without food for the evening, but I cannot go without a large drink (settles me nicely after dealing with irritating customers, and also helps me sleep), if there is plenty of food but no alcohol, option 1 gets dismissed instantly.
Option 2 underway, I will head to Tesco.
I am usually so tired when I finish my shift, I have not bothered to change out of my uniform. As a hotel barman, I am VERY smartly dressed by bar standards (I once got asked by a check-out girl if I was on my way to a dinner party).
Whilst I can cook, again my tiredness will get the best of me. This means that I will always buy simple meals, as well as my alcohol.
However, as I can never shop ahead, I visit Tesco about 4 times a week... always between 2 and 4am.
In summary, I am a very smartly dressed young man, who buys simple meals and alcohol, comes in 4 times a week, always at ungodly hours.
The night shift staff have now come to recognise me and we exchange pleasantries. One night when I came in, the security guard remarked I was in later than usual, and I explained my occupation and its variable hours.
"Ah!" he exclaimed. "THAT explains it!" Word got around quickly, and now everyone asks me how my shift on bar was.
I think I may be a Tesco weirdo...
Saturday, April 28, 2007
My Closing Time
First off, I'd like to apologise to 'Pizza Hut Team Member'. He received a negative comment to one of his posts and defended himself. However, I think the negative remark may actually have been directed at the comment I had posted, so I felt I should explain in more detail.
Closing Time.
As mentioned in one of my first posts, we don't have one at the hotel. However, after a certain time, if it's quiet enough, the night manager will relieve me and I can go home. This means locking up the bar and putting the shutters down. This is the usual closing procedure. There is another closing time though, and that is when both the night manager and I have had enough.
Times when I've had enough:
1) When the people left in the bar are so drunk, it would not just be illegal, but also irresponsible to serve them
2) When the people left in the bar are being incredibly rude - insulting me every time I try to serve them, yelling insults at me when I'm trying to get on with other parts of my job, etc.
3) When I'm having things thrown at me - I have to try very hard to keep my cool at this. In my opinion, this should never happen
And, one I feel bad about as the guests in the bar have done nothing wrong,
4) When we have a busy day following and if I don't start cleaning glasses as fast as I can we won't have any - it's always embarrassing serving whiskey in a wine glass
In my comment on 'Pizza Hut Team Members' post, I was referring to putting the shutters down in front of guests during 'Times 2&3'. I did not make this clear, and I should have. With that in mind...
It is immensely satisfying putting the shutters down in front of guests who are irritating.
Additionally, if you lose customers through doing this, they are generally the type of customer you want to lose.
Closing Time.
As mentioned in one of my first posts, we don't have one at the hotel. However, after a certain time, if it's quiet enough, the night manager will relieve me and I can go home. This means locking up the bar and putting the shutters down. This is the usual closing procedure. There is another closing time though, and that is when both the night manager and I have had enough.
Times when I've had enough:
1) When the people left in the bar are so drunk, it would not just be illegal, but also irresponsible to serve them
2) When the people left in the bar are being incredibly rude - insulting me every time I try to serve them, yelling insults at me when I'm trying to get on with other parts of my job, etc.
3) When I'm having things thrown at me - I have to try very hard to keep my cool at this. In my opinion, this should never happen
And, one I feel bad about as the guests in the bar have done nothing wrong,
4) When we have a busy day following and if I don't start cleaning glasses as fast as I can we won't have any - it's always embarrassing serving whiskey in a wine glass
In my comment on 'Pizza Hut Team Members' post, I was referring to putting the shutters down in front of guests during 'Times 2&3'. I did not make this clear, and I should have. With that in mind...
It is immensely satisfying putting the shutters down in front of guests who are irritating.
Additionally, if you lose customers through doing this, they are generally the type of customer you want to lose.
Friday, April 27, 2007
My Coupon
I read 'Lobster Boy's' blog recently, and it set me thinking about coupons.
In theory, I have nothing against coupons. I can understand the marketing strategy behind them. I quite enjoy using them as I like getting products at a cheaper price than they would otherwise be. I don't even mind taking them, assuming the person understands the coupon and isn't going to argue with me about what it entitles them to. As far as tips go, in my experience coupon-users tip less than other guests. I think this is because they are only in the hotel because they're getting something for free, so will be looking to spend as little as possible. A tip is not necessary, therefore not given.
What does annoy me, is when a guest hands me a coupon, and I have absolutely no idea what it is. This is not because the guest has scribbled on it, or made notes, or covered it in some sticky substance. This is because the clever person in marketing who arranged for the coupons to be distributed, didn't feel that the people who would actually have to deal with them should be told about them.
I have never once been told about a coupon promotion currently running. Thankfully, I don't receive coupons very often. However, every time I have I have had to smile politely to the guest, and then excuse myself, either ducking into the back room to look the card over and attempt to work out their bill myself or running to reception to demand someone explain it to me.
Reception staff are not told either.
If neither of us can work it out, reception will then call our marketing department and request an explanation. We'll be told we're idiots, but after an unnecessary amount of verbal abuse we we will eventually have the promotion explained to us. I then have to walk back to the bar, apologise to the customers for keeping them waiting, and prepare their bill for them. Once they have left, I can assess the bar and see just how far behind I now am due to the time it's taken me to give one guest a bill. If it's the evening not a problem, but during a lunch time rush a 5 minute delay could later cost me 20 minutes of catch-up.
Conclusion:
Coupons = Good
Marketing Staff = Idiots
In theory, I have nothing against coupons. I can understand the marketing strategy behind them. I quite enjoy using them as I like getting products at a cheaper price than they would otherwise be. I don't even mind taking them, assuming the person understands the coupon and isn't going to argue with me about what it entitles them to. As far as tips go, in my experience coupon-users tip less than other guests. I think this is because they are only in the hotel because they're getting something for free, so will be looking to spend as little as possible. A tip is not necessary, therefore not given.
What does annoy me, is when a guest hands me a coupon, and I have absolutely no idea what it is. This is not because the guest has scribbled on it, or made notes, or covered it in some sticky substance. This is because the clever person in marketing who arranged for the coupons to be distributed, didn't feel that the people who would actually have to deal with them should be told about them.
I have never once been told about a coupon promotion currently running. Thankfully, I don't receive coupons very often. However, every time I have I have had to smile politely to the guest, and then excuse myself, either ducking into the back room to look the card over and attempt to work out their bill myself or running to reception to demand someone explain it to me.
Reception staff are not told either.
If neither of us can work it out, reception will then call our marketing department and request an explanation. We'll be told we're idiots, but after an unnecessary amount of verbal abuse we we will eventually have the promotion explained to us. I then have to walk back to the bar, apologise to the customers for keeping them waiting, and prepare their bill for them. Once they have left, I can assess the bar and see just how far behind I now am due to the time it's taken me to give one guest a bill. If it's the evening not a problem, but during a lunch time rush a 5 minute delay could later cost me 20 minutes of catch-up.
Conclusion:
Coupons = Good
Marketing Staff = Idiots
Wednesday, April 25, 2007
My Night of Fear
A guest once came in and was sitting at the bar, telling me about her hotel back in Dublin. She was the front office manager, and one morning had been called to a room by a housekeeper because the lady was 'sleeping' and she couldn't wake her up. The lady had been dead for several hours.
The night manager told me that in the time he's worked at the hotel he can recall two deaths, one of which he was on duty during.
My night of fear was the result of one elderly guest.
He'd come in early in the day and had ordered a pint of bitter from me. He was a typical 'gent' as I like to think of them. At a guess, I'd say he was in his 70s, spoke politely, and if asked would tell you all about his life, including as many pointless details as he could remember.
At the end of the night, I noticed he was sitting in one of the corners, and was very, very still. Having called out to him to ask him if he wanted another drink, and receiving no reply, I walked over to his table. Bending down to eye level, I reached forward and gripped his shoulder. He woke up with a start, and took a swing at me.
The night manager has since taught me the 'sleeper' procedure.
'Sleepers' are people who may have died in the bar, but it is much more likely they're just asleep.
Step 1) Call out to the guest
Step 2) Make a loud noise nearby the guest
Step 3) Reach out and grip the guest by the shoulder.
When carrying out 'Step 3', stand behind the guest. Most sleepers will wake up suddenly, and some will strike out as they do. They are however, much less likely to strike out behind them. In addition, grip them tightly by the shoulder. This stops them from leaping up and potentially knocking over a table.
Most sleepers are elderly. This I find particularly irritating, because they are the ones most likely to actually be dead.
I'm beginning to hate the elderly.
The night manager told me that in the time he's worked at the hotel he can recall two deaths, one of which he was on duty during.
My night of fear was the result of one elderly guest.
He'd come in early in the day and had ordered a pint of bitter from me. He was a typical 'gent' as I like to think of them. At a guess, I'd say he was in his 70s, spoke politely, and if asked would tell you all about his life, including as many pointless details as he could remember.
At the end of the night, I noticed he was sitting in one of the corners, and was very, very still. Having called out to him to ask him if he wanted another drink, and receiving no reply, I walked over to his table. Bending down to eye level, I reached forward and gripped his shoulder. He woke up with a start, and took a swing at me.
The night manager has since taught me the 'sleeper' procedure.
'Sleepers' are people who may have died in the bar, but it is much more likely they're just asleep.
Step 1) Call out to the guest
Step 2) Make a loud noise nearby the guest
Step 3) Reach out and grip the guest by the shoulder.
When carrying out 'Step 3', stand behind the guest. Most sleepers will wake up suddenly, and some will strike out as they do. They are however, much less likely to strike out behind them. In addition, grip them tightly by the shoulder. This stops them from leaping up and potentially knocking over a table.
Most sleepers are elderly. This I find particularly irritating, because they are the ones most likely to actually be dead.
I'm beginning to hate the elderly.
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