1. I read an article a while back about a hotel chain trying a new method of conflict resolution: allowing guests to decide the appropriate course of action. I deal with asshats, so naturally I think that would be a horrible idea.
Today I got to put that theory to test when a lovely young couple complained that they found cigarette butts in their non-smoking room. I was horrified (and angry at my stupid housekeepers for this unnecessary oversight). Off the bat, I offered them a discount on their room. They weren't interested. Instead, the lady asked that I give her parents a discount on a future stay because they will be making many trips for her mother's chemotherapy.
What a novel fucking concept! Normally I like to take care of discounts on the spot because it gives a sense of good will on the business's part, but I was more than willing to jump on this offer because 1) it was exactly what the guest wanted to rectify the situation and 2) I pretty much guaranteed their future business. Victory.
2. Some people are way too giving with personal information. I had one guy tell me all about how he keeps track of his finances, and another lady shared the details of her period cramps with me. Neither of these conversations were initiated on my part.
3. I love being the good news fairy when it comes to things like tax exemption refunds, and for the first time this year (HOLLER AT YA, 2012) I got to be the good news fairy! I put my accounting skills to use, shuffled around a few numbers, and I surprised a guest with a $92 bill (note: she was expecting to have to pay close to $260). It's always a blast when I get to see people's reactions to my explanation of the tax exempt law, but this one blew me away.
I have had everything from entitlement, tears, people falling to their knees while praising the "DEAR LORD JEEEEZUSS" (seriously, that happened) during my tax exempt speech; needless to say, I thought I had seen it all. The lady I dealt with today was calm and polite, but did nothing out of the ordinary until she was halfway out of the lobby. Before she left, she stopped to ask me if I would like anything from the gas station. She suggested chips or flavored coffee, she wanted to get me a treat for "helping her out." It was so sweet and sincere I almost gagged.
4. This chick skipped into the lobby (seriously, she was fuckin skipping) SANS SHOES. I dig the barefoot movement, but even with my nerve damaged feet I wouldn't go shoeless in this weather. Turns out, she lost her shoes... she asked if I had any extra laying around that she could have. Seriously.
5. It's 10:41. I am officially over 50% done with this day.
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