For my cake day post I will share one of my favorite stories. I had only been working as a front desk agent for a few months and had not dealt with anyone completely losing their mind yet.
A man from Denmark and his family were staying with us for five nights. On the second day of their stay he came to the front desk to let us know that the refrigerator in his room had stopped working. A maintenance request was made and later that morning one of our engineers fixed the refrigerator for them while the family was out sight seeing. The next morning the guest comes down to the front desk screaming that he does not like being lied to! After figuring out that the guest found the refrigerator was not working again another maintenance request was made. The guest insisted that he be in the room while the men worked on the fridge so that they would actually work on it an not just lie to his face. As it happens the refrigerator needed a part that had to be ordered. We were sold out so there were no optional rooms to offer the family. When I told him the refrigerator would not be fixed and that we would not be able to change their room until the next morning the man fully exploded. He began screaming that his daughter was an AUTIST (autistic) and that she had to have special food! He had come all the way from Denmark...FOR THIS?!?? I offered for him to put his groceries in our employee room fridge but this was not acceptable. He kept pacing in front of the desk in our lobby shouting "this is BIG PROBLEM!!!!" Over and over again. Finally he demanded that I leave the front desk, go to the store, and buy him a new refrigerator for his room. I, of course, told him this was not possible....so he began flipping me off with both hands. He was purple, shakey and veins were popping out on his forehead. I waited for a second and had to ask him--why are you flipping me off? BECAUSE YOU REPRESENT HOTEL!!!!!!
Submitted September 03, 2015 at 11:19AM by Rebekula http://ift.tt/1JAf7od TalesFromTheFrontDesk
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