9:30 I love that the Manager was shocked that the employee stood up for themselves. It's a good lesson on how you shouldn't throw someone under the bus if you're not willing to go down with them.
The manager has absolutely no excuse on that last one. Just imagine being that guest that had paid for a suite, possibly with multiple other friends and family members, and being told by the manager that you'd have to move into a room way smaller than the one you paid for because some spoiled brat decided that he's like to sit in your room. Yáll should've gotten security to kick that guy out of the suite and perhaps even call the police for tresspassing, and then ban that brat from your hotel. And that pating guest has all the right to sue this hotel as well.
I understand the frustration and I’d be upset if someone didn’t get out of my reserved room either. The last example was great at explaining the decision making behind it. How can we make this work while preventing escalation? (Front desk > manager > GM > HQ > PR) What level of severity is this? (Life and death, complaints, spilled milk.) If this is a common situation and not an emergency, it would not be the best use of law enforcement’s time to visit hotels frequently to remove uncooperative guests.
Also, if internal security were to kick someone out of their room (and an elite member), the likely outcome is making a scene at the hotel, the outraged elite member would continue to escalate their to HQ, then PR will need to make a statement and potentially provide some compensation for the unfavorable experience. Not the best outcome. This is why the GM opted for the solution in the example.
I have had all of these happen to me in my time as a hotel employee. Except when someone put food in the safe they did not tell anyone and let it go bad until they left.
The only problem is that if you put the blame on the front desk manager (publicly), the front desk worker will eventually pay for it. One way or another. Egos are easy to bruise.
It's nice to have them in the proper order. I enjoy these skits when they pop up in my shorts, but i never get them in order! i'm glad there are these compilations!
Do hotels have the ability to cut water and electricity on specific rooms? Don't call them, they'll call you for room transfer. Guests doesn't want nonfunctional rooms. 😆😆😆😆😆
If you want more material, I have one from me where I went to meet family at a hotel in a local city.... yeah I went to the wrong hotel.... it wasn't even the same chain...(I was sure my family said they booked at this hotel) I didn't make a scene even when they were having trouble finding me on the system. Once I found out I apologised so many times while laughing. I had a chuckle at the reception of the correct hotel. My family never let me forget that one. 😂
I love your skits! You are such a good actress:) PS I want to see a follow-up video on how the 'manager' handled downgrading the client. Should be interesting!
one of my things about my current job is we really don't serve the public, but sometimes we come into contact with them and I'm free to be as rude as I want with no consequences. It's the dream.
She is a very good actor, tone of voice and facial expressions are excellent. Also attractive face and imaginative personality need to take talent too next level e.g t.v shows!
The "I was here first" people annoy the hell out of me. Get them all the time in food service. I've been on 45 minute cook times and informed a walk-in that their food would be almost an hour. Dealt with the anger, got their order, then almost immediately had a carry-out walk in. Give the carry-out their food and turn around to be immediately confronted with "How come they got their food right away? I was here first"
That just reminded me of an infamous story in germany. So basically on his way home someone spotted a microwave at the side of the road and put it in his trunk since he thought "hey even if it is broken i am handy I can probably repair it". A few hours later he got a visit from the police. Turns out this was not a microwave, it was a radar trap with camera to catch people speeding, and it had a GPS in case someone would steal it. Dude if you can´t tell apart a radar trap from a microwave I kinda doubt you could repair a microwave.
The one thing I have learnt is always, always have physical evidence of things. If a client calls you, send them a follow-up email outlining the conversation you had with them. So, in this case, have the elite member sign a contract saying they would move in 2 days, with the manager and the employee as witness. Done! Physical evidence
9:44 Another German saying: If you make a really big mistake, we say "scheiße bauen" (literally "building sh*t") In this case, we would extend that: sometimes you have to eat the sh*t you build. I think that fits here.
Jessica I am glad to say that I have never been one of these super elite, and as far as I know I have never caused any problem like these and hope that I never do.
I have a dollar that says the manager will tell the downgraded guest they had to take a suite out of service due to flooding or something. Meanwhile, she’ll be wondering if she can sell her children if it meant that a suite guest was a no-show.
Did he bring one from home? Yeah no? Is it yes he did or is it no he didn't? This is such precise and concise language I don't know how we ever got along without this until the last 5 years or so.
As a "super elite high status member" of a hotel chain you still need to respect what the team members can and can't do. Besides, do you really want your profile (discussed superbly by Jess in a separate video) to show that you're an entitled brat?
If I were the downgraded guest in that last skit, I would be more than willing to be the one to personally remove Ms. Clark from the suite that I had reserved.
Great skit! Could you add different customer accents (eg Texas, Bronx, French, British, Aussie, Kiwi, etc). It would be hilarious. Get more wigs and fake mustaches and beards.
Regarding the skit where the woman refused to leave her upgraded room after 2 nights (as she promised) for a regular room; couldn't the hotel at least take away the woman's "super elite status" after she finally leaves the hotel on the 5th day? She doesn't deserve to keep it, as she technically broke the contract.
There should be a Three Strikes rule in hospitality... prospective guest cops an attitude 3 times = reservation (if any) canceled and the guest is told to go elsewhere. Nobody gets paid enough to deal with entitlement. Also, I sincerely hope that the Manager in the last skit was fired and blacklisted from the industry... throwing the desk agent under the bus for a decision *she* made is a reprehensible attempt to cover her ass.
I don’t stay in hotels often, I am not a highly super rewards member. But I know exactly how hotels system works. 😂😂😂😂 call me crazy, but why are so many just entitled?? I always prefer to give less problems to the hotel staff and still be courteous.
Manager needs to be fired. Guests booking should've been changed to 2 separate bookings to reflect the room change, and guest should sign a copy to show she accepts the terms and understands she WILL be moving rooms. As she'd then be breaking the terms she agreed to and signed to accept, she can now be trespassed. Problem solved...
If I paid for a suit and got downgraded I’d be on the phone with corporate unless the manager got me a suit at a better hotel and comped me for all or most of my stay I would be livid. Even then I still might file the complaint noting they did make it right only after I complained.
@@_andrewviaOriginal here was referencing the person who's getting downgraded because the manager F'd up. Who will be rightly angry. The person in the suite who insisted on the upgrade? May they be removed from the rewards program entirely upon checkout... and may the manager be forced to deliver the news by the general manager. (Yeah, right, like that's going to happen.)
My mind goes to if I was that person who had to get downgraded it would be something along the lines of this. Cool, a few choices then... I'll stay in the standard room and not complain if A) I get a voucher for the hotel or resort restaurants for the difference plus a $75 "inconvenience fee" or B) I get a refund for the difference, and a minimum discount on my next stay of half a room night+tax (for a suite not standard room since that is what I booked)
@@kristoffer6747 you’re easier than I would’ve been. I probably would’ve expected the stay to be free or at least free until they can get me into the room I paid for.
