From December, 2010:
The hotel manager in this story gets a Retail Balls Award for their swift and supportive action in dealing with a homophobic asshole customer:
It's Dan and I'm back at the Front Desk. I had left the hotel to lease apartments because the hotel is a good half-hour away and this leasing job was right out my front door (literally...I was leasing apartments in my own apartment complex). Because of the wonderful training I had in how to lease apartments I became frustrated to the point of tears (I have anxiety attacks when I don't know what I'm doing...wonderful when what I'm doing is my only source of income, right?)
Anyhoo, my FOM gave me my job back and let me tell you...I appreciate this job so much more just because I know what I'm doing and I'm good at it.
Back to the story at hand...I got called a fag at work, RHU. I'll be honest, it's the first time in my 21 years of life that it was said with such hate and to my face.
I've had it said behind my back once before, but when I turned around and said "Excuse me, what did you say?" the douche-tard shut his vomit-hole.
When this happened, I was so taken aback. Our hotel has a policy that requires people checking in to provide their credit card and picture ID. When Mr. H came up to me, he told me he didn't have his card, but asked if we could charge to the one that was on file. (We only do that for the highest tier of our loyalty program. He was the bottom tier.)
Me: Sorry, I would need to have the card to I can swipe it.
Mr.H: Well if my girlfriend comes and gives you her card, can you just charge the one that's on file?
Me: No, I'm sorry it doesn't work that way.
He goes away and gets on his phone, so I continue to play Freecell on my computer because it's the only game that isn't blocked (and it's awesome). He comes up again maybe half an hour later with his girlfriend to check in.
Mr.H: So I called THEM and they charged my card for the room and they said all I had to do was show my ID.
I assume by "Them" he meant Schmilton, so I check the reservation, and instead of "Guarantee by Credit Card" his reservation noted "Full-Prepayment" which solved half of his problem and caused all of mine. See, even if the room is prepaid we still need a credit card for incidentals (room service, phone, etc;).
Me: Okay it looks like the room has been payed for, I'll just need a credit card for incidentals.
Mr.H: Did you not listen to me? I already payed for the room, they told me all I needed to do was show my ID.
Me: I agree that the room was paid for, but I still need a card for incidental charges.
Mr.H: Listen to what I'm saying. I don't have a credit card on me, is there a manager here I can speak to?
Me: I'm the only one here to assist you at the moment, and that doesn't change the fact that our hotel's policy is to collect a credit card upon check in.
Mr.H: So what do you want me to do?
Me (at this point, I'm shaking from frustration): I want you to come back with either a credit card or cash to leave as a deposit.
Mr.H: Fuck you, fag!
At this point, he picks up his bags and storms out with his ugly girlfriend in tow.
It was the only come-back I could think of at the time. I honestly wanted to incite him to come back because then I would get the pleasure of calling the police to escort him off property and issue a no-trespass warrant. Alas, the only thing I could do at that point was call my FOM who went livid.
FOM: OMG I CAN'T BELIEVE HIM I WANT YOU TO CALL SCHMILTON AND HAVE HIM BANNED FROM OUR HOTEL OMGZORS RAAAAWR!
I <3 her. I ended up calling the loyalty program's Guest Assistance hotline and had them mark in his profile about being abusive to hotel staff, that way people are aware. And my FOM get's the task of sending him a letter telling him he is no longer welcome back on property, lol.
So yeah, pretty intense moment. All I want to say is that I love my job even more because my manager will go to the ends of the earth for me and the rest of the team =D
read more Retail Balls Awards Tales here
read more Hotel Hell stories here