It's the type of guest who has been a pain all night, isn't listening to what you're saying, and just won't accept that this isn't how things are done.
It's a time when you are playing it by the book because you know it will be difficult and you don't want management to have any reason to question your actions.
It's the type of supervisor who will bend over backwards because they don't want someone raising their voice to them...
...and will then scarper so you're left dealing with the guest for the rest of the night, who will think you don't know how to do your job and will make the next few hours of your shift hell.
I used to have this happen all the time when I worked on the bar. The guest refuses to acknowledge what you're saying, won't accept they're wrong and you're just doing you're job. The supervisor then makes them think they're right (THIS IS DANGEROUS), and that you're an idiot who doesn't know the procedures and policies of the hotel as well as they do, leaving you to deal with the consequences.
On the plus side if the guest continues to be a pain, you can go and see the supervisor's supervisor and tell him exactly what you think of the supervisor and why.
Irritatingly, on nights I now have to deal with an absent supervisor, courtesy of hotel guest relations and a 24hr telephone hotline.
Now, the guest who is being a chore can ring a guest relations operator who will bend over backless regardless of the problem, and duly ring me to tell me to do whatever the guest wants. Complimentary goods run rampant.
Don't get me wrong, I don't usually play things completely by the book. It is a GUARANTEED way to irritate people who would overwise be quite easy to get along with. However, there are some people you just cannot do this with...
...and at times like this you just have to remotely disconnect the phone in their room.
Saturday, March 1, 2008
Sunday, February 17, 2008
My Valentine's Day
Joy of joys, I had the dubious privilege of working this Valentine's Day.
On a personal level, I'm not too bothered by this. My girlfriend told me she didn't want to take it too seriously and so didn't want a large fuss. This was clearly a lie, but by working Valentine's Day I managed to juggle my days off to match hers so she's happy (because now I can make a bigger fuss over it).
On a professional level, I don't like working Valentine's Day. And here's why;-
Men
a) No matter how sexy your partner thinks you are, I really don't want to see you at reception wearing just a bathrobe - Because she's wrong
b) If you insist on having drinks in the bar before retiring to your room for the main event of the evening, WAIT TILL YOU GET TO THE ROOM!! - It's difficult to keep a straight face whilst being told by an elderly couple that someone is getting 'frisky' in the bar
c) If you insist on hiring someone for the night, I don't want to become involved in your little games - Telling me that someone will come to the front desk and ask for T-Rex is just wrong
Women
a) All of the above - Why do you let him behave this way?!
b) If you're going to get in a fight with your partner, please don't sit in reception crying - Sit in the bar, hopefully it will make everyone else go to bed
c) Please try to maintain a civil volume - Enjoying yourself is one thing, waking up the rooms on either side is another
Sexist and stereotypical I know, but the results don't lie...
On a personal level, I'm not too bothered by this. My girlfriend told me she didn't want to take it too seriously and so didn't want a large fuss. This was clearly a lie, but by working Valentine's Day I managed to juggle my days off to match hers so she's happy (because now I can make a bigger fuss over it).
On a professional level, I don't like working Valentine's Day. And here's why;-
Men
a) No matter how sexy your partner thinks you are, I really don't want to see you at reception wearing just a bathrobe - Because she's wrong
b) If you insist on having drinks in the bar before retiring to your room for the main event of the evening, WAIT TILL YOU GET TO THE ROOM!! - It's difficult to keep a straight face whilst being told by an elderly couple that someone is getting 'frisky' in the bar
c) If you insist on hiring someone for the night, I don't want to become involved in your little games - Telling me that someone will come to the front desk and ask for T-Rex is just wrong
Women
a) All of the above - Why do you let him behave this way?!
b) If you're going to get in a fight with your partner, please don't sit in reception crying - Sit in the bar, hopefully it will make everyone else go to bed
c) Please try to maintain a civil volume - Enjoying yourself is one thing, waking up the rooms on either side is another
Sexist and stereotypical I know, but the results don't lie...
Friday, February 8, 2008
My Interview II
A while ago I wrote about carrying out interviews for new staff. Having now searched for and found a new job, I thought I would share my view of the flipside - Going to interviews.
a) If I am underqualified for the position, why bother calling me for an interview? Surely you could have gathered this from my CV.
b) I don't care if you don't call me to let me know if I got the position or not, unless you specifically said you would. Touch irritating.
c) I don't really mind where the interview takes place, however I think it a little inappropriate to do it in the bar when some old man is celebrating his 80th birthday and there are children running around screaming their heads off.
And my personal favourite.
d) If I have driven 45 minutes to come to this interview, I would appreciate it if you asked me more than 2 questions (one of which was, "Is there anything you'd like to ask me?")!
I have never before had an interview that lasted 3 minutes (and that was dragged out whilst I finished my tea).
I then had to drive back through rush hour, so it works out as;-
Interview Time - 3 Minutes
Driving Time - 1 Hour 55 Minutes
I was not amused.
a) If I am underqualified for the position, why bother calling me for an interview? Surely you could have gathered this from my CV.
b) I don't care if you don't call me to let me know if I got the position or not, unless you specifically said you would. Touch irritating.
c) I don't really mind where the interview takes place, however I think it a little inappropriate to do it in the bar when some old man is celebrating his 80th birthday and there are children running around screaming their heads off.
And my personal favourite.
d) If I have driven 45 minutes to come to this interview, I would appreciate it if you asked me more than 2 questions (one of which was, "Is there anything you'd like to ask me?")!
I have never before had an interview that lasted 3 minutes (and that was dragged out whilst I finished my tea).
I then had to drive back through rush hour, so it works out as;-
Interview Time - 3 Minutes
Driving Time - 1 Hour 55 Minutes
I was not amused.
Thursday, January 31, 2008
My Secret
Ah bless, word has filtered back to me about a little incident at my previous hotel.
Apparantly, at around 3am, my replacement received a page telling him that someone was at the front door. When he opened it, 2 very skimpily dressed young women rushed in. They were chatting excitedly, until one of them looked at him and said;-
"Wait, you're not D! Where's D?!"
I would like to say there is a tawdry story to go behind this, but unfortunately there's not. The 2 women were friends of mine from university who would come in from time to time after parties to use the cigarette machine.
That said, I see no reason to explain this to the hotel. I'd rather let them use their imagination on this. Keep it my little secret...
Apparantly, at around 3am, my replacement received a page telling him that someone was at the front door. When he opened it, 2 very skimpily dressed young women rushed in. They were chatting excitedly, until one of them looked at him and said;-
"Wait, you're not D! Where's D?!"
I would like to say there is a tawdry story to go behind this, but unfortunately there's not. The 2 women were friends of mine from university who would come in from time to time after parties to use the cigarette machine.
That said, I see no reason to explain this to the hotel. I'd rather let them use their imagination on this. Keep it my little secret...
Saturday, January 26, 2008
My Absence
Ah, a prolonged absence, I know.
I'd like to say I've been busy. I have been on holiday, and I have been taking exams as part of my university course. However, this does not mean that I have been busy. In truth, I have been remarkably... UN-busy. You see...
I quit.
I quit my job at the hotel and due to 'anonymity's sake' have to leave posts somewhat haphazard to protect myself.
Oh well, I will post about my new job soon. Be warned, I will be working nights again, so it will be much the same... Drunken idiots, sleep deprivation, creatures of the night, etc.
See you soon!
Oh, that reminds me, I need to pick up my stuff from the hotel. I think I left some garlic and stakes in the office...
I'd like to say I've been busy. I have been on holiday, and I have been taking exams as part of my university course. However, this does not mean that I have been busy. In truth, I have been remarkably... UN-busy. You see...
I quit.
I quit my job at the hotel and due to 'anonymity's sake' have to leave posts somewhat haphazard to protect myself.
Oh well, I will post about my new job soon. Be warned, I will be working nights again, so it will be much the same... Drunken idiots, sleep deprivation, creatures of the night, etc.
See you soon!
Oh, that reminds me, I need to pick up my stuff from the hotel. I think I left some garlic and stakes in the office...
Monday, December 10, 2007
My Face
Another hard week at the hotel. Weddings everywhere, and not a bag of change in sight. Silly reception manager...
There's a saying going round the hotel that you can tell how long someone has worked there by looking at their face. The more bags under the eyes, crows feet, and stress lines on the forehead, the longer the term of service.
One of the bar staff informed me that I look like a zombie. I scare him when I appear in the hallways or behind the bar - It helps that I wear mostly black and walk VERY quietly.
Go figure.
There's a saying going round the hotel that you can tell how long someone has worked there by looking at their face. The more bags under the eyes, crows feet, and stress lines on the forehead, the longer the term of service.
One of the bar staff informed me that I look like a zombie. I scare him when I appear in the hallways or behind the bar - It helps that I wear mostly black and walk VERY quietly.
Go figure.
Saturday, December 1, 2007
My Misunderstanding
Wow! It's been a long time since I've posted, but I have returned from my holiday!
The most useful phrase I learnt whilst being away, was the Hungarian for "I don't understand". Strangely appropriate therefore, that when I return to work I witness the funniest misunderstanding I've seen in quite some time.
2 receptionists are due on duty as we have a lot of check-outs, but one of them has called in sick. As a result, I am staying on for a couple of hours just to cover the peak departure time and relieve some of the pressure from the remaining receptionist.
I have just finished up on reception, and am in the lobby telling a guest who has just checked out that her taxi has arrived. The morning duty manager, who has only just arrived on shift and has not been informed of our sick receptionist or my continued presence, walks over and says, jokingly I might add;-
"What are you still doing here? Go home!"
The guest I am speaking with turns and looks at her appalled, till I address the guest with;-
"Oh, don't worry, she's speaking to me, not you!"
I don't think I will ever forget the look of embarrassment on our duty manager's face as she realised what she had just done. Priceless.
P.S. Hungary was lovely, people all very nice, but bloody freezing!
The most useful phrase I learnt whilst being away, was the Hungarian for "I don't understand". Strangely appropriate therefore, that when I return to work I witness the funniest misunderstanding I've seen in quite some time.
2 receptionists are due on duty as we have a lot of check-outs, but one of them has called in sick. As a result, I am staying on for a couple of hours just to cover the peak departure time and relieve some of the pressure from the remaining receptionist.
I have just finished up on reception, and am in the lobby telling a guest who has just checked out that her taxi has arrived. The morning duty manager, who has only just arrived on shift and has not been informed of our sick receptionist or my continued presence, walks over and says, jokingly I might add;-
"What are you still doing here? Go home!"
The guest I am speaking with turns and looks at her appalled, till I address the guest with;-
"Oh, don't worry, she's speaking to me, not you!"
I don't think I will ever forget the look of embarrassment on our duty manager's face as she realised what she had just done. Priceless.
P.S. Hungary was lovely, people all very nice, but bloody freezing!
Wednesday, November 7, 2007
My Tiredness
Apologies for the lack of posts, but as the title of this post suggests, I've just been really tired. My sleep pattern has gone completely out of the window, and whenever I do manage to get to sleep, it's really erratic.
Let me explain;-
I usually finish my shift around 8am, go home, and go to sleep. I wake around 1-2pm, and get up. This way I can actually do something with my day, and I have a vague semblance of a social life. I then return to my bed between 7 and 8pm, and sleep till 10:30pm. I get up, shower, and dash to work in time for my 11pm shift start (got to love being male - it only takes me 8 minutes to get fully dressed and ready. My female flatmate on the other hand has to get up an hour and a half before her shift to be able to prepare).
Recently however, I have finished my shift at 8am, gone home, and not been able to sleep. I eventually drift off around 10am, and sleep till 3pm. This is just late enough, that when I try to sleep again around 8pm, I cannot. However, it does make me nice and tired for my shift. When I finish the shift though, it's the same story. I cannot sleep.
On the plus side, I have a few days holiday coming up and should be able to recharge. I hear Hungary is nice this time of year, and I'm currently learning some phrases to help me chat to women (might as well try).
Till then, I suppose I'll just have to get used to being exhausted, and hope I don't fall asleep on shift.
That said, is it a problem if the only manager/employee present at the hotel during the night is asleep?
Let me explain;-
I usually finish my shift around 8am, go home, and go to sleep. I wake around 1-2pm, and get up. This way I can actually do something with my day, and I have a vague semblance of a social life. I then return to my bed between 7 and 8pm, and sleep till 10:30pm. I get up, shower, and dash to work in time for my 11pm shift start (got to love being male - it only takes me 8 minutes to get fully dressed and ready. My female flatmate on the other hand has to get up an hour and a half before her shift to be able to prepare).
Recently however, I have finished my shift at 8am, gone home, and not been able to sleep. I eventually drift off around 10am, and sleep till 3pm. This is just late enough, that when I try to sleep again around 8pm, I cannot. However, it does make me nice and tired for my shift. When I finish the shift though, it's the same story. I cannot sleep.
On the plus side, I have a few days holiday coming up and should be able to recharge. I hear Hungary is nice this time of year, and I'm currently learning some phrases to help me chat to women (might as well try).
Till then, I suppose I'll just have to get used to being exhausted, and hope I don't fall asleep on shift.
That said, is it a problem if the only manager/employee present at the hotel during the night is asleep?
Monday, October 29, 2007
My Daylight Savings
Congratulations to everyone who enjoyed their weekend, and particularly loved that extra hour that they could spend in bed! Or alternatively, were able to stay up partying for even longer! What a fantastic invention 'Daylight Savings' is!
However, amidst your celebrations, spare a thought for us night workers. People like myself and the 'Night Warden'. People who, instead of having an extra hour in bed or partying, spent an extra hour AT WORK.
My job is irritating enough, without having to spend an extra hour at it!
A colleague at the hotel told me not to worry, that in 6 months time I'll have a shift shortened by an hour as 'Daylight Savings' comes round again.
True, however I'm betting that based on sod's law, this will occur on a day when I really need time to catch up with all my work!
Anyway, mock if you will, but bear in mind one thing....
WE ARE THE PEOPLE WHO WATCH OVER YOU WHILE YOU SLEEP
However, amidst your celebrations, spare a thought for us night workers. People like myself and the 'Night Warden'. People who, instead of having an extra hour in bed or partying, spent an extra hour AT WORK.
My job is irritating enough, without having to spend an extra hour at it!
A colleague at the hotel told me not to worry, that in 6 months time I'll have a shift shortened by an hour as 'Daylight Savings' comes round again.
True, however I'm betting that based on sod's law, this will occur on a day when I really need time to catch up with all my work!
Anyway, mock if you will, but bear in mind one thing....
WE ARE THE PEOPLE WHO WATCH OVER YOU WHILE YOU SLEEP
Thursday, October 25, 2007
My Sleepwalkers
Interesting article in the Telegraph today about hotels and 'Sleepwalkers'. Apparantly hotel staff are being given specific training on how to handle sleepwalking guests. Most noticeably, naked, sleepwalking guests.
I seem to recall I've touched on this in the past, but I really can't face going back through my posts to find out which one it was in!
Anyway, I thought I'd recount the training I received from the former night manager on what to do upon finding a naked sleepwalker/naked 'hallway sleeper'.
1) Go to the nearest housekeeping closet, and fetch a set of towels - Do this before waking the guest (minimises embarrassment on their part)
2) If they are lying down, cover them with the towels - Again, this minimises embarrassment (unfortunately, if they are walking, there's not a lot you can do!)
3) Attempt to wake them by making a loud noise close to their head - This ties into the 'dead' wake-up procedure (it's not uncommon for a guest to take a swing at you as they wake)
4) Establish whether or not the guest is drunk - This is usually quite obvious
5) Check your Guest Sheet, and find out which room the guest is staying in - If you're not carrying your Guest Sheet, YOU'RE AN IDIOT!
6) Let the guest into their room with the master key - Again, if you're not carrying the master key, YOU'RE AN IDIOT!
Finally, some general points:-
a) KEEP A STRAIGHT FACE
b) AVOID STARING AT THEIR... AREAS
c) WISH THEM A GOOD NIGHT
and, finally, finally
d) WASH YOUR HANDS!! - Who knows where the guest may have been....
I seem to recall I've touched on this in the past, but I really can't face going back through my posts to find out which one it was in!
Anyway, I thought I'd recount the training I received from the former night manager on what to do upon finding a naked sleepwalker/naked 'hallway sleeper'.
1) Go to the nearest housekeeping closet, and fetch a set of towels - Do this before waking the guest (minimises embarrassment on their part)
2) If they are lying down, cover them with the towels - Again, this minimises embarrassment (unfortunately, if they are walking, there's not a lot you can do!)
3) Attempt to wake them by making a loud noise close to their head - This ties into the 'dead' wake-up procedure (it's not uncommon for a guest to take a swing at you as they wake)
4) Establish whether or not the guest is drunk - This is usually quite obvious
5) Check your Guest Sheet, and find out which room the guest is staying in - If you're not carrying your Guest Sheet, YOU'RE AN IDIOT!
6) Let the guest into their room with the master key - Again, if you're not carrying the master key, YOU'RE AN IDIOT!
Finally, some general points:-
a) KEEP A STRAIGHT FACE
b) AVOID STARING AT THEIR... AREAS
c) WISH THEM A GOOD NIGHT
and, finally, finally
d) WASH YOUR HANDS!! - Who knows where the guest may have been....
Saturday, October 20, 2007
My CV and Interview Advice
In the Independant recently, there was a supplement about how to write a good CV, and what to do when turning up to an interview. Having now conducted more interviews than I've actually been invited to, and read CVs more times than I have updated mine, I think I am now qualified to cast an opinion on the issue.
With that in mind, here are my top tips for when you decide to update your CV, or for when you have an interview:-
a) CV - Only put down what is relevant - I know you've always wanted a career in the music/film/catering industry, and only want a job as a stop-gap to earn money and keep the wolves from the door, but please, don't actually put it down in writing - My advice? Write 2 CVs, one aimed towards your dream profession, and one for everyone else. When hiring a night auditor, I really don't care that you've been playing piano since you were 12 and have been a roady at 'V Festival' for the past 3 years.
b) CV - It sounds obvious, I know, but please, include your actual phone number - I'm not so desperate to hire you that I'm going to scour the yellow pages.
c) CV - Include at least one reference. It doesn't fill me with confidence that you have no one to vouch for you - Oh, additionally, when you are requested for a reference as a result, do not give a fax number - On top of being useless, it just makes me think you don't know how the phone works.
d) CV - Do not try to be cute or wacky, especially when applying for a position in management. Yes, it's very clever that you've managed to include on your CV a digitised coffee ring, imported into photoshop and layered over the top, however, it looks so unprofessional I actually had to study it for a good 5 minutes because I couldn't believe someone would really think it beneficial
e) Interview - Always arrive before the interview is scheduled. I would recommend 5 minutes at least. Strangely, if someone turns up ON TIME, I'm vaguely disappointed already.
f) Interview - On the note of punctuality, if you are running late, call the interviewer ahead of time and inform them. I can actually forgive being 30 minutes late for an interview, ASSUMING YOU RING AHEAD AND GIVE ME A REASON.
g) Interview - I know that if you decide you don't want the job, there is no point turning up to the interview. I understand this. I also realise that at this point it doesn't matter what the interviewer's opinion of you is. However, as a note of courtesy, INFORM THEM YOU AREN'T GOING TO TURN UP! I have wasted 2 full days because of this - (I know that an interview only takes on average between 30 minutes and an hour, but I work nights. The fact that I've woken up mid-day has already screwed with my sleep pattern and internal clock)
h) Interview - Dress appropriately, especially if you are applying for a position in management. I don't necessarily expect a tie, but please.... PLEASE.... JEANS*$%#! In what sense is this a good idea?!
i) Interview - I know we've only spoken on the phone for a few minutes, I know we've only been sat down for a little while, and I know I've only told you my name twice, but a word of advice... REMEMBER IT! Especially as I'M WEARING A NAME BADGE!!
j) Interview - Never refer to me as DUDE. Or GUY. Or MATE. I shouldn't have to explain why...
k) Interview - Just a few general points to round off. Do not appear:-
1) Nervous
2) Bored - Yawning? Checking your watch? Never a good sign!
3) Fidgety
4) Horny - No matter how confident you are, WINKING at me, is not going to make me want to hire you!
5) Sleepy - I know I'm not fascinating to talk to, but falling asleep in your chair... Do you think it makes you seem more employable?
I apologise for the slight 'rant', but I am getting really close to the end of my tether. I have no staff and am currently working every night because no one is qualified to cover. I think I need a holiday... or a sabbatical... or to be institutionalised...
With that in mind, here are my top tips for when you decide to update your CV, or for when you have an interview:-
a) CV - Only put down what is relevant - I know you've always wanted a career in the music/film/catering industry, and only want a job as a stop-gap to earn money and keep the wolves from the door, but please, don't actually put it down in writing - My advice? Write 2 CVs, one aimed towards your dream profession, and one for everyone else. When hiring a night auditor, I really don't care that you've been playing piano since you were 12 and have been a roady at 'V Festival' for the past 3 years.
b) CV - It sounds obvious, I know, but please, include your actual phone number - I'm not so desperate to hire you that I'm going to scour the yellow pages.
c) CV - Include at least one reference. It doesn't fill me with confidence that you have no one to vouch for you - Oh, additionally, when you are requested for a reference as a result, do not give a fax number - On top of being useless, it just makes me think you don't know how the phone works.
d) CV - Do not try to be cute or wacky, especially when applying for a position in management. Yes, it's very clever that you've managed to include on your CV a digitised coffee ring, imported into photoshop and layered over the top, however, it looks so unprofessional I actually had to study it for a good 5 minutes because I couldn't believe someone would really think it beneficial
e) Interview - Always arrive before the interview is scheduled. I would recommend 5 minutes at least. Strangely, if someone turns up ON TIME, I'm vaguely disappointed already.
f) Interview - On the note of punctuality, if you are running late, call the interviewer ahead of time and inform them. I can actually forgive being 30 minutes late for an interview, ASSUMING YOU RING AHEAD AND GIVE ME A REASON.
g) Interview - I know that if you decide you don't want the job, there is no point turning up to the interview. I understand this. I also realise that at this point it doesn't matter what the interviewer's opinion of you is. However, as a note of courtesy, INFORM THEM YOU AREN'T GOING TO TURN UP! I have wasted 2 full days because of this - (I know that an interview only takes on average between 30 minutes and an hour, but I work nights. The fact that I've woken up mid-day has already screwed with my sleep pattern and internal clock)
h) Interview - Dress appropriately, especially if you are applying for a position in management. I don't necessarily expect a tie, but please.... PLEASE.... JEANS*$%#! In what sense is this a good idea?!
i) Interview - I know we've only spoken on the phone for a few minutes, I know we've only been sat down for a little while, and I know I've only told you my name twice, but a word of advice... REMEMBER IT! Especially as I'M WEARING A NAME BADGE!!
j) Interview - Never refer to me as DUDE. Or GUY. Or MATE. I shouldn't have to explain why...
k) Interview - Just a few general points to round off. Do not appear:-
1) Nervous
2) Bored - Yawning? Checking your watch? Never a good sign!
3) Fidgety
4) Horny - No matter how confident you are, WINKING at me, is not going to make me want to hire you!
5) Sleepy - I know I'm not fascinating to talk to, but falling asleep in your chair... Do you think it makes you seem more employable?
I apologise for the slight 'rant', but I am getting really close to the end of my tether. I have no staff and am currently working every night because no one is qualified to cover. I think I need a holiday... or a sabbatical... or to be institutionalised...
Monday, October 15, 2007
My Interview
Unhappily, the night team is short staffed at the moment and it falls to me to interview and hire new staff.
Why 'unhappily'? Ask yourself this:-
What kind of people do you think APPLY for night work?
I have interviewed almost a dozen people. They ranged from:-
a) A Hungarian who could barely say yes or no
b) A Slovakian whose previous jobs had only lasted a maximum of 2 months
c) A German who turned up 30 minutes late despite living opposite the hotel
d) A South African who asked me if it was possible to work only 2 nights a week instead of 5
e) An Englishman (who I hired), who worked 4 shifts and then handed in his notice saying the work was too physically demanding
f) A Spaniard who turned up wearing scruffy jeans and a T-shirt (sorry, it's just not that impressive when applying for a position in management)
And I think the creme de la creme:-
g) A French woman, who told me that she saw dead people
Seriously?!? Is this an accurate representation of the current workforce available?
I'd like to hear from anyone else who has had some interesting ones...
Why 'unhappily'? Ask yourself this:-
What kind of people do you think APPLY for night work?
I have interviewed almost a dozen people. They ranged from:-
a) A Hungarian who could barely say yes or no
b) A Slovakian whose previous jobs had only lasted a maximum of 2 months
c) A German who turned up 30 minutes late despite living opposite the hotel
d) A South African who asked me if it was possible to work only 2 nights a week instead of 5
e) An Englishman (who I hired), who worked 4 shifts and then handed in his notice saying the work was too physically demanding
f) A Spaniard who turned up wearing scruffy jeans and a T-shirt (sorry, it's just not that impressive when applying for a position in management)
And I think the creme de la creme:-
g) A French woman, who told me that she saw dead people
Seriously?!? Is this an accurate representation of the current workforce available?
I'd like to hear from anyone else who has had some interesting ones...
Wednesday, October 10, 2007
My Pager
I think I'm harboring a growing sense of resentment towards my pager.
Let me explain, as I am the duty manager at night and there are usually no other staff members around, I am given 'THE NIGHT PAGER'.
The Night Pager will go off if the doorbell is rung.
And if someone calls the hotel externally.
And if someone rings reception internally.
And if someone calls the night phone.
And if I'm covering the bar.
And if I'm dealing with a difficult guest.
And if I'm taking luggage to a guest's room.
And if I'm doing a security walk-round and am on the other side of the building.
And if I'm preparing/delivering room service.
And if I'm asleep.
And if I'm really not in the mood.
Okay, so it's only the first 4, but regardless it's a massive pain in the arse.
Anyway, I've come to the conclusion that it is in fact alive, and intelligent. It waits, and then chooses the most inappropriate time, so I end up running the length of the hotel.
It's crowning achievement was a couple of weeks ago, when during a wedding night, within the space of an hour, it went off 6 TIMES!
Each time, when I was on the other side of the hotel! And the final time, when I was breaking up a fight!!
I might have to take it apart, just to show it who's boss...
Let me explain, as I am the duty manager at night and there are usually no other staff members around, I am given 'THE NIGHT PAGER'.
The Night Pager will go off if the doorbell is rung.
And if someone calls the hotel externally.
And if someone rings reception internally.
And if someone calls the night phone.
And if I'm covering the bar.
And if I'm dealing with a difficult guest.
And if I'm taking luggage to a guest's room.
And if I'm doing a security walk-round and am on the other side of the building.
And if I'm preparing/delivering room service.
And if I'm asleep.
And if I'm really not in the mood.
Okay, so it's only the first 4, but regardless it's a massive pain in the arse.
Anyway, I've come to the conclusion that it is in fact alive, and intelligent. It waits, and then chooses the most inappropriate time, so I end up running the length of the hotel.
It's crowning achievement was a couple of weeks ago, when during a wedding night, within the space of an hour, it went off 6 TIMES!
Each time, when I was on the other side of the hotel! And the final time, when I was breaking up a fight!!
I might have to take it apart, just to show it who's boss...
Saturday, October 6, 2007
My Abandonment Issues
On Al's blog 'Life On A Roll Of Film', he posted about scratchcards, and in the comments what was abandoned at kiosks was expanded - I think aggressiveadmin, who blogs on 'Working at Food Place', came up with the most disgusting item left at a kiosk...
Anyway, I thought I'd post about the things that either get handed in to me, or that I find whilst walking round the hotel at night.
On one wedding night, I had handed in to me:-
1) A scarf
2) A mobile phone
3) A purse
4) A dinner jacket
5) A bow tie
6) A bunch of flowers
7) A tiara
And,
8) A shoe...
A shoe. How do you lose A shoe?! Both shoes, yes. But surely you'd notice if you lost A shoe!
However, the strangest thing I've found, was whilst I was checking the ladies' toilets at the end of the night.
In one of the cubicles was a pair of panties. A 'used' pair or panties... and a price tag.
Now, from what I can gather, someone has gone shopping and bought a pair of panties. They have then gone to the ladies bathroom, put them on, entertained themselves, and then taken them off and left them there for someone to find...
Some people have strange fetishes...
Any other theories that would explain this?
Anyway, I thought I'd post about the things that either get handed in to me, or that I find whilst walking round the hotel at night.
On one wedding night, I had handed in to me:-
1) A scarf
2) A mobile phone
3) A purse
4) A dinner jacket
5) A bow tie
6) A bunch of flowers
7) A tiara
And,
8) A shoe...
A shoe. How do you lose A shoe?! Both shoes, yes. But surely you'd notice if you lost A shoe!
However, the strangest thing I've found, was whilst I was checking the ladies' toilets at the end of the night.
In one of the cubicles was a pair of panties. A 'used' pair or panties... and a price tag.
Now, from what I can gather, someone has gone shopping and bought a pair of panties. They have then gone to the ladies bathroom, put them on, entertained themselves, and then taken them off and left them there for someone to find...
Some people have strange fetishes...
Any other theories that would explain this?
Tuesday, October 2, 2007
My Falls
Flicking through blogs, I came across Pizza Hut Team Member's post on clumsiness and general falls while at work.
My personal experience from working at the hotel is that the kitchen floor is LETHAL. What little grip I manage to get on it whilst wearing my walking-shoes is instantly negated by the inevitable puddle left for me by the kitchen porter.
Usually, when I feel myself begin to slip, I can either 'ride-it-out' or grab onto one of the metal counters to steady myself. However, this was not the case recently...
I have to go to the kitchen to prepare a room service tray, and as I scavenge the area I place my foot in a patch of oil put on the floor from the deep-fat fryer, and left there by the kitchen porter when he cleaned. As I feel my foot begin to skate out from under me, I reach out to steady myself on the nearest counter... which proves to be a mistake.
The counter itself is 'quite warm', so I let go VERY quickly and allow myself to instead land on my arse on the kitchen floor. I rest here for a little while, before gingerly picking myself up, dusting myself off, and walking very carefully to the end of the counter. When I get there, I reach up, and turn the hot plate off...
Ow, in a word.
My personal experience from working at the hotel is that the kitchen floor is LETHAL. What little grip I manage to get on it whilst wearing my walking-shoes is instantly negated by the inevitable puddle left for me by the kitchen porter.
Usually, when I feel myself begin to slip, I can either 'ride-it-out' or grab onto one of the metal counters to steady myself. However, this was not the case recently...
I have to go to the kitchen to prepare a room service tray, and as I scavenge the area I place my foot in a patch of oil put on the floor from the deep-fat fryer, and left there by the kitchen porter when he cleaned. As I feel my foot begin to skate out from under me, I reach out to steady myself on the nearest counter... which proves to be a mistake.
The counter itself is 'quite warm', so I let go VERY quickly and allow myself to instead land on my arse on the kitchen floor. I rest here for a little while, before gingerly picking myself up, dusting myself off, and walking very carefully to the end of the counter. When I get there, I reach up, and turn the hot plate off...
Ow, in a word.
Wednesday, September 26, 2007
My Racist
****BE WARNED, THIS POST CONTAINS SOME DIRECT QUOTES THAT ARE OFFENSIVE AND GRAPHIC****
A few days ago, I actually managed to meet a man who made me ashamed to be British.
This guy was a member of the armed forces, and over the course of the night had got chatting with some American businessmen - These particular businessmen stay with us for months at a time and as a result the staff of the hotel are very friendly with them and quite informal. I've been out to dinner with them a few times and I can't count how many times we've gone to the pub together.
As the bar was dead, and I had nothing to do for a while, the Americans threw a chair at me and told me to sit down and join the conversation...
This conversation continued till 5am, with the armed forces guy getting more and more drunk until I eventually had to escort him to his room.
However, before the drunken lead-off, I had to listen to him debate immigration, taxes, political correctness, Iraq, and Bush with the Americans - The Americans hate conversations like this as every drunk English guy feels the need to have it with them. Additionally, they end up defending issues they wouldn't back in the US because they think if they don't it means they're not defending their country.
About halfway through the conversation, the English guy comes on to immigration, and says that this country has gone to shit. The reason this country has apparently gone to shit is that we let everyone else in. The country isn't British anymore. We let all these f*ing sp*des and p*kis in, and now we're nothing. All they do is leech off benefits and commit crime.
He went on to say that everyone knows this, even the f*ing government, but we're so f*ing scared of being un-PC, that no one will do anything. The government just looks the other way as these f*ing n*ggers and p*kis get away with it. He summarised this point by saying that Britain is looking for a new motto currently, and despite popular demand the government won't accept "There's no black in the Union Jack!"
He followed up with "If it were up to me, I'd kill the lot of them. Just BANG! Bullet in the head of each of them."
Then charmingly, "Take this guy (pointing at me); an average English guy. He'll agree with me!"
................
Entertainingly, he finished by saying immigrants were the reason he doesn't live in Britain anymore; he has a house in Portugal... So surely, he's an immigrant?
It worries me that this guy is travelling round the world, representing my country, and giving people the impression that we're all a bunch of violent racists...
Sunday, September 23, 2007
My Overbooking
You know you're in for a great night when you come on shift and are greeted by the duty receptionist saying:-
'Evening! Welcome to Hell!'
This particular sentiment was brought about through our reservations department accidentally dropping us in it.
The story goes that at 9am when the duty reservationist came in, she loaded up our availability sheets for the day and found that we'd taken a few too many reservations... 7 to be precise. Now, unless we can magically conjure up an additional 7 rooms, we need to get rid of 7 bookings. Throughout the course of the day, they had managed to bring this down to 1, but 1 is still a problem.
When I came on shift we still had 3 arrivals to come, with only 2 rooms available. I had a brief chat with the duty manager, who explained that they'd called another hotel which had 3 rooms available, but the rate was £189. This is a touch expensive, and if we send a guest to them we will have to pay the difference. If we book the room, and a guest doesn't show up, we would have to pay regardless. I decided that, based on the hour, hopefully one of our arrivals would be a no-show and we'd chance it. On average we get about 10 no-shows a week, so this seemed possible...
Irritatingly, they all turned up. Even more annoyingly, when I rang the other hotel to let them know that we would indeed be needing one of their rooms, I was informed that they were full.
This, was a lie.
I know this was a lie because we had spoken to them just an hour before and the hotel is in such a remote location that they aren't going to get 3 walk-ins in that space of time.
To add to my mood, finding out that they were 'full' took me 10 minutes because the night manager at the hotel is apparently French, and her English is awful.
To further my frustration, I called 3 other hotels before I finally found one that wasn't 'full' and by this point had spoken to a French night manager, an Indian, a Spaniard, and possibly a Pole. Don't misunderstand, I have absolutely nothing against foreigners coming to work in this country. However, I find it infuriating when people are in positions that require a high level of English speaking ability, and all I can get out of them is 'Sorry', 'Yes', and 'No'. My guest in the mean time has had to wait half an hour whilst I struggle through these conversations.
Anyway, to cut a long story short I eventually found my guest a room in another hotel, and arranged for the remainder of their stay at our hotel to be in our best suite. This seemed to appease them and they complimented and gave a good review to me when checking-out. The hotel itself got a complaint for causing the problem in the first place, but it could be worse...
For example, one day we were 13 overbooked...
'Evening! Welcome to Hell!'
This particular sentiment was brought about through our reservations department accidentally dropping us in it.
The story goes that at 9am when the duty reservationist came in, she loaded up our availability sheets for the day and found that we'd taken a few too many reservations... 7 to be precise. Now, unless we can magically conjure up an additional 7 rooms, we need to get rid of 7 bookings. Throughout the course of the day, they had managed to bring this down to 1, but 1 is still a problem.
When I came on shift we still had 3 arrivals to come, with only 2 rooms available. I had a brief chat with the duty manager, who explained that they'd called another hotel which had 3 rooms available, but the rate was £189. This is a touch expensive, and if we send a guest to them we will have to pay the difference. If we book the room, and a guest doesn't show up, we would have to pay regardless. I decided that, based on the hour, hopefully one of our arrivals would be a no-show and we'd chance it. On average we get about 10 no-shows a week, so this seemed possible...
Irritatingly, they all turned up. Even more annoyingly, when I rang the other hotel to let them know that we would indeed be needing one of their rooms, I was informed that they were full.
This, was a lie.
I know this was a lie because we had spoken to them just an hour before and the hotel is in such a remote location that they aren't going to get 3 walk-ins in that space of time.
To add to my mood, finding out that they were 'full' took me 10 minutes because the night manager at the hotel is apparently French, and her English is awful.
To further my frustration, I called 3 other hotels before I finally found one that wasn't 'full' and by this point had spoken to a French night manager, an Indian, a Spaniard, and possibly a Pole. Don't misunderstand, I have absolutely nothing against foreigners coming to work in this country. However, I find it infuriating when people are in positions that require a high level of English speaking ability, and all I can get out of them is 'Sorry', 'Yes', and 'No'. My guest in the mean time has had to wait half an hour whilst I struggle through these conversations.
Anyway, to cut a long story short I eventually found my guest a room in another hotel, and arranged for the remainder of their stay at our hotel to be in our best suite. This seemed to appease them and they complimented and gave a good review to me when checking-out. The hotel itself got a complaint for causing the problem in the first place, but it could be worse...
For example, one day we were 13 overbooked...
My Nights
I'm curious to see how other people are affected by working night shifts. This is mainly because the head receptionist told me the other day that:-
'You look like a shell of who you were. I've seen nights destroy 4 young men already; you're the 5th.'
A touch bleak, but a lovely sentiment. I'd like to think it's just because I'm tired when she sees me in the morning, combined with the fact that I'm overworked as we're understaffed, and a touch stressed as I've spent most of my night correcting the reception manager's work as she's... well, an idiot.
Anyway, I'd be interested in reading other night worker's blogs if anyone knows any. I've had a brief look and couldn't find any.
The only one I know is 'The Night Warden', but I'd like a range...
'You look like a shell of who you were. I've seen nights destroy 4 young men already; you're the 5th.'
A touch bleak, but a lovely sentiment. I'd like to think it's just because I'm tired when she sees me in the morning, combined with the fact that I'm overworked as we're understaffed, and a touch stressed as I've spent most of my night correcting the reception manager's work as she's... well, an idiot.
Anyway, I'd be interested in reading other night worker's blogs if anyone knows any. I've had a brief look and couldn't find any.
The only one I know is 'The Night Warden', but I'd like a range...
Wednesday, September 19, 2007
My Bomb Threat
During the nights, I basically have the hotel to myself. This gives me time to raid the kitchen, watch a DVD, play on my PSP, or even take a quick nap. It also gives me time to poke around reception and see what random things are there - Conveniently, this is how I now own a PSP. I found it in the night team's desk, so I assume it was one of the previous night manager's. I put it back each night just in case someone comes to collect it, but I'm fairly sure it's now mine.
This is also how I found the 'Bomb Threat Action File'...
The 'Bomb Threat Action File' basically tells me exactly what to do if someone calls in a bomb threat. Encouragingly, this file was caked in dust, the paper inside is yellowing, and it looks like it was typed up on a typewriter. The pages look like they were photocopied on a very poor machine, and some are so dark/fuzzy that I can barely read them.
Anyway, from reading the 'Bomb Threat Action File', I have drawn out what I feel to be the most important points:-
a) Do not hang up on the caller
b) Call the police as soon as the caller disconnects
c) When evacuating guests, do not mention the word 'Bomb'
d) Stay calm
Thank God I have the file! Otherwise I may hang up on someone trying to tell me about a bomb they've left in the building, not bother calling the police, tell all the guests there's a bomb, and then whilst they're running around panicking, panic as well!
This must be the idiot's guide to handling bomb threats. That said, if I ever get one (highly unlikely) I'm sure I'll be glad I have it...
This is also how I found the 'Bomb Threat Action File'...
The 'Bomb Threat Action File' basically tells me exactly what to do if someone calls in a bomb threat. Encouragingly, this file was caked in dust, the paper inside is yellowing, and it looks like it was typed up on a typewriter. The pages look like they were photocopied on a very poor machine, and some are so dark/fuzzy that I can barely read them.
Anyway, from reading the 'Bomb Threat Action File', I have drawn out what I feel to be the most important points:-
a) Do not hang up on the caller
b) Call the police as soon as the caller disconnects
c) When evacuating guests, do not mention the word 'Bomb'
d) Stay calm
Thank God I have the file! Otherwise I may hang up on someone trying to tell me about a bomb they've left in the building, not bother calling the police, tell all the guests there's a bomb, and then whilst they're running around panicking, panic as well!
This must be the idiot's guide to handling bomb threats. That said, if I ever get one (highly unlikely) I'm sure I'll be glad I have it...
Tuesday, September 18, 2007
My New Challenge
I've been thinking about the biggest difference between my old job as Late Shift Barman, and my new job as Night Manager.
Really, everything has changed. I rarely have to go behind the bar now, I work almost completely behind reception. My duties no longer revolve around drinks, instead focusing much more heavily on accounts, revenue, arrivals, and guest services. Guest services encompasses tasks such as arranging taxis, making sandwiches, and handling any complaints that arise over the course of the evening.
However, I think the biggest difference is accountability...
On the bar, I was safe in the knowledge that as long as I did my job and ensured guests obeyed the rules of the hotel, I was covered. If a guest complained that it was unreasonable for me to ask them not to dance on a table, I could refer them to the senior manager on shift.
Now, I AM the senior manager on shift. This means that whatever I decide is what is acceptable... at least until the morning when if the guest wants to complain they can speak to another manager.
This has the benefit that when guests speak to me they know that, at least for the time being, there is no one above me and what I decide is the final word. Pleasantly, this means that guests argue with me less than they used to.
I say less, because I still get drunk/jerk guests who demand to see my manager - I've been asked at 4am to get the General Manager as the guest doesn't like my answer... I'm not going to wake up the General Manager and call him in to work at 4am for anything short of a bomb threat, and even then I probably wouldn't bother - Sounds harsh/lazy, but what exactly is he going to do that I'm not?
However, on the downside, I am now much more accountable for my mistakes. Anything I do wrong, in terms of handling guest complaints, can't really be rectified until the morning... At which point I get it in the neck.
I think the phrase, With responsibility comes empowerment, but also fear, sums it up in a round-a-bout sort of way...
Anyway, apologies for the somewhat dull post, but I think it's necessary to mention this point as it's the most important aspect of my new job...
Really, everything has changed. I rarely have to go behind the bar now, I work almost completely behind reception. My duties no longer revolve around drinks, instead focusing much more heavily on accounts, revenue, arrivals, and guest services. Guest services encompasses tasks such as arranging taxis, making sandwiches, and handling any complaints that arise over the course of the evening.
However, I think the biggest difference is accountability...
On the bar, I was safe in the knowledge that as long as I did my job and ensured guests obeyed the rules of the hotel, I was covered. If a guest complained that it was unreasonable for me to ask them not to dance on a table, I could refer them to the senior manager on shift.
Now, I AM the senior manager on shift. This means that whatever I decide is what is acceptable... at least until the morning when if the guest wants to complain they can speak to another manager.
This has the benefit that when guests speak to me they know that, at least for the time being, there is no one above me and what I decide is the final word. Pleasantly, this means that guests argue with me less than they used to.
I say less, because I still get drunk/jerk guests who demand to see my manager - I've been asked at 4am to get the General Manager as the guest doesn't like my answer... I'm not going to wake up the General Manager and call him in to work at 4am for anything short of a bomb threat, and even then I probably wouldn't bother - Sounds harsh/lazy, but what exactly is he going to do that I'm not?
However, on the downside, I am now much more accountable for my mistakes. Anything I do wrong, in terms of handling guest complaints, can't really be rectified until the morning... At which point I get it in the neck.
I think the phrase, With responsibility comes empowerment, but also fear, sums it up in a round-a-bout sort of way...
Anyway, apologies for the somewhat dull post, but I think it's necessary to mention this point as it's the most important aspect of my new job...
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