The aforementioned, long awaited post =)
So there I am, lounging behind the desk as the clock creeps misgivingly towards the 11th hour. My pineapples on farmville being harvested, I have used more precious minutes planting tomatoes and aloe vera (a 12 hour harvest time!!). Then I remember.
I haven't assigned rooms yet for tomorrow! Special requests get assigned ahead of time, like those who want a quieter room. One arrival, a "Ms. Sharpe" wants one such. I use my judgement and assign her streetside in the main building as opposed to poolside in our axillary wing. We have a train, and many people find it easier to deal with street noise (a relatively quiet street) than the Freight 419 coming RIGHT THROUGH their ROOM at 3:30 in the morning. Also, the main building for some reason just feels more *upscale*.
The day dawns bright and early---ish (1:30pm) and I crawl out of bed and dash to work. In due time, Ms. Sharpe checks in. 5 minutes after she leaves for her room, she comes back....and she's not happy.
I shall recount:
Sharpe: I asked for a quiet room...mine is on the street!
Me: Well Ma'am, we have no more rooms in this building facing pool side; though if you're willing to move to the other wing...(I do NOT mention the train. No way.)
Sharpe: Oh, I'll take that.
She leaves, and I cross my fingers waiting for her to come back up. You see, this had happened once before. A couple and their child were first placed in the larger building, requested a room change, got it it, and then came back:
Them: That room isn't as nice as the first one you put us in
Me: (resolutely NOT saying "I know, dingbat, that's why I didn't put you out there, or, alternately, **insert title here**) Yes sir, the auxiliary wing is not yet fully renovated
Them: Well....we'd like to move back...
Me: **pointed, wall-eyed stare**
Them: **keep looking at me...a definite sheepish cast to their wistful expressions** We didn't realize there was a difference between the two buildings...we've never been out there before..
Me: I don't normally do this...but I suppose I could make an exception (they stay here a lot)
Them: Thank you so much! We really appreciate it! (you'd better...)
So you see...I could see the way this could go. I put her in a good room, she decides to move. After moving, she decides that the original pasture was greener after all.
Well nuh uh. Not going to do it. Nope. I put my foot down. Sink my heels in. In fact, I've already decided on options for what I will say if she comes back;
C) If you won't trust me to do my job, don't blame me when you screw yourself
D) I'm very sorry ma'am...but someone requested room XXXX; it is no longer available.
Keeping the sucky economy in mind, I realistically decide on answer D. Even though answer D was "less than completely truthful". To make myself feel better, I probably would have just gone with "I'm sorry Ma'am, but Room XXX is no longer available" and just leave out the reasons.
I mean honestly folks, this is my job. I am paid money for this job. The money I am paid is contingent on the fact that when the guest asks for a nice, quiet room, it is my job to know what the best room fitting that criterion may be. If you decide that you truly know better than I, well then--depending on my mood--why shouldn't I let you try?
And what? That didn't work out for you?
I'm so terribly sorry, but I did do my best by you. And, of course, I'm even more sorry that the room in question was taken by the couple after you that did trust me to do my job.
Next post: I Don't Want to Screw You, But I Will if You Make Me (pt. 2)