Any Hoosie? You want to get us going?
Sure. Welcome back to Tales from the Service Industry. I'm your host, I'm Bill.
I'm here tonight with Liz. Hi team.
Ms. B. Hey guys.
And joining us for the first time, Dylan. Hi everybody.
So Dylan, thank you for joining us since this is your first time with us.
If you could share just a little bit about your history,
kind of work experience and how you found yourself in the service industry.
Yeah, so I'm Dylan and I've been working in the service industry for about five years.
Five years too long.
And I would say that it's kind of something I like to do.
I kind of like talking to people and I realize that it's not a bad place for me.
So it's kind of something I've stuck to. So room for growth.
Nice.
I think if you talk to most anybody in the industry, it's kind of that sort of experience.
You don't plan to get into the service industry.
You just kind of find yourself there.
And then most of us that have been there for a while have just kind of found
that we're good at it. It feels right and fits right.
We become lifers.
Yeah.
It's got to stick it out.
Mm-hmm.
You try other jobs too and you realize that you always want to come back to what you'd like to do.
So yeah, it's kind of what I've realized.
So you find your niche niche niche niche niche.
OK.
But to our listeners, Dylan is a very, very special guest this evening
because we actually work together.
What? Yes.
Somehow, some way.
Yeah, that's amazing.
And he was with the department before I started at the property
and he decided to come back after working with me for a summer.
So.
Oh, that's sweet.
I think this is our third summer working together.
Yeah, it feels like 10, but.
Third would be the accurate number.
I love it. That's fun.
Is that 10 years because of the industry or 10 years working with Liz?
Just with Liz.
OK.
Thank you. Thank you.
You have aged me too. OK.
I was going to say, I think that means that you feel like family.
OK, that's how I took it.
That would be a good way to describe it. OK.
I'm like the annoying like older sister.
Yeah, I could totally see that.
You're like the older sister he never had and never wanted.
It's like you will not believe what I just did.
It's like, well, do I want to know?
Yes.
No, you literally would say that to me like, hey, boss.
I effed up and like, OK, what do I have to know?
Yeah, sometimes it's better if I don't know.
It's I'm pretending I'm not listening, but go.
Yes.
Legit. So fun.
So what's your favorite part about working in your area of the hospitality industry?
I would say just dealing with the same people all the time
and kind of building relationships with the people that come into our place.
I've become good friends with a lot of them.
I've had good connections with a lot of them.
Hopefully next year, ask them for a few jobs.
Nice.
So I think that's probably my favorite part,
playing golf with some of the people we get to take care of.
Oh, that's so cool.
It's been fun. I've definitely liked it.
Definitely enjoy it.
I definitely just building relationships with the people that come into the workplace.
I'd say that's my favorite part.
I love that.
And you've gotten to play golf with them.
Yeah, they've taken me out to like their country clubs and I play golf with them.
That's sick.
Me and my brother.
So it's definitely been a it's been fun.
Nice. Oh, yeah.
His brother is also an associate of the department
and keeps choosing to come back and work for Liz.
Don't know why.
It's a family business.
That's awesome. For a period of time, there was probably,
I don't know, a group of like 10 of you.
There were more siblings than there were people, not siblings.
Oh, gosh, it's all going to like the same high school with siblings the same ages.
So every time like I would get a resume.
Oh, so and so high school, I'd be like, Dylan, do you know this kid?
And he'd be like, yeah, don't hire them.
They're lazy.
That's so funny.
So I hadn't I hadn't inside school before even like pre-screening, interviewing.
So I didn't waste my time.
That's the best when you can do that.
I've had several jobs where they either didn't ask or, you know, look at the resume.
OK, even in my industry, you see that they worked ex hotel before.
Know your employees at least have an idea of where they were before.
People have like not asked me and then hired someone.
I'm like, why didn't you ask me?
I could tell you X, Y, Z. That's not true.
That's not true.
And then I've had the same vice versa where I hired someone.
They're like, you know, I came from that property.
What am I? Oh, my gosh.
So it's awesome when you can actually have goes back to that whole giant industry, small world.
Yeah. Do you want to hear a funny one?
I saw on a like interview today. Sure. Yes.
So an applicant comes in and a manager is doing the pre-screening and they ask,
why do you think you're a good fit for this job?
I want to say it was a bus or a host.
OK, typical question. Hostess.
And this woman says, well, I know I'm really pretty and I know I'll get repeat customers
if you hire me and I help them.
Like I was for sure a host, but like for sure.
I know I'm really pretty, so you should hire me.
Well, think of all the other hosts that have probably worked there before.
And that's they would have answered probably the same way.
It's still got my job.
Probably, probably.
Let me guess. Blonde, blue eyed.
I can imagine. I didn't even see her, though.
They had a type.
See, I couldn't do that. That's why we have a podcast.
What do you always say? You have a voice for radio.
No, I don't say that.
You do have a voice for radio.
I say I have a face for radio.
Oh, well, you do have a voice, too.
It sounds good.
Oh, thank you.
Like butter dropping off a hot skillet.
Oh, yes.
Insert sound effect here.
Baby.
Well, anyway, sorry, we got a little sidetracked.
We do that.
This is also the table of ADD and ADD support.
I'm glad I can be on this side.
Yes.
Well, it's balancing the corners.
I'm an ally, I guess.
Yes, I would definitely agree with that.
So in your line of work,
have you seen some kind of fun and crazy things?
I would say one of the best things that we get to do
is deal with people that I've been drinking.
Oh, yeah, I'll always give you a story or two.
So you get people that are just
belligerently asking people for their number or...
Oh, yeah.
I'm like, dude, she's my coworker.
She's 19. You're 25. Leave her alone.
Oh, my gosh.
She doesn't want to give you her number.
And you definitely just deal with the people
that have been over-served
or are really, really confident
after they've had a few beers.
So I would say that's definitely some funny stories
we've dealt with.
Dang, yeah.
And annoying.
Very annoying while you're working.
And you look back, you know, like, that was kind of funny.
That's so funny.
Especially if you have to, like,
clean up after them, like, on a boat rental.
Oh, yeah.
It's a work rental.
You know what you should do
is when they ask for her number,
give them Liz's office number.
Oh, that'd be so funny.
You'd have to know it.
Well, yeah.
Don't you have business cards?
They don't want my number.
They're not taking whatever I give them.
Tell your female associates
this is the number you give out every time they ask.
My number?
Why would I do that?
Because then it goes to their boss.
Oh, hey.
You've reached the department of.
Beep.
Oh, shh.
Hang up.
I guess.
You know what that is?
There's all those rejection phone numbers.
Oh, yeah.
Those funny ones that like.
Like the one that just is Chewbacca.
Literally.
Can you reenact it?
Oh.
That was pretty good.
Thank you.
I wasn't sure that I was going to go.
Man, that's only on our first class.
But I can't agree.
Like there have been times where female associates are like,
Liz, can you help me?
Like these guys were annoying when I like launched their boat
rental.
Can you just stand there like when the boat comes back
and just make sure they're not.
Be present.
Jerks to me.
And that's the funny thing about the service industry, too,
is you can't just be like, dude, F off.
Like I don't want to give you this.
But you have to be like, oh, I'm working or oh, I have a boyfriend.
Like you can't really just be like, you're not cute.
Like leave me alone.
You know what's sad?
It's always you want to say pretty or cute girls.
But I had a guy that fell into this too.
At our hotel, we worked together.
We had a very attractive young man who had a very strong
southern accent.
Oh, women ate that up.
Middle-aged white women.
I was just, boom.
I was going to say it's either like women hitting on younger guys.
Oh, 50 plus and few drinks.
And you're like, oh my gosh, I do not want to go talk to her.
Yes, it's so true.
But at my current job, I have this one girl who she's sweet,
but she's mostly spicy.
And the guys eat that up.
And so she is very just dismissive.
She will say exactly what she's trying to do.
Like you need to leave.
You're bothering me.
And they're just like, oh, I love you.
Will you marry me?
And they never.
I would also say that.
Yeah, right?
They never leave her alone.
And there was this one guy who we had a sports team in house.
And he was a referee.
Was this for a college sport or a kids sport?
Was he a referee for the gymnastics competition?
No, no, no, no, no, no, not that one.
I want to say it was college.
OK.
But he was a referee and I was referee shirt.
He was not cute.
OK.
I don't mean to be mean, but he wasn't cute.
He would not leave the desk and he would not leave her alone.
And we all in the back kind of thought it was hilarious.
But I went up there.
You're back there watching the cameras.
Literally laughing like, OK, we should go probably save her now.
But he would not leave her alone.
He's like, OK, I'm roughing this game.
Will you come?
And she's like, no.
She's like, that doesn't sound fun.
And he's like, oh, come on.
And it's like they think it's like a game then.
And she's like, no, I'm not interested.
And at some point it's like, OK, dude, you got to go.
Like she's the only desk agent you need to leave.
But it's like they take advantage of the fact
that they have to be nice and they can't leave.
She can't leave.
And be cordial.
Yes.
Even if it's sassy, she's still being cordial.
Because if she wasn't at the job,
those earrings would be out by now.
When a lot of times when these associates like get a manager
involved or like get security involved,
the people that are like doing the harassing are like, oh,
you ratted me out.
You tattled on me.
Like you got the big boss here.
I was just eating it like, ah.
It's just even more annoying.
Like, OK, bye.
Leave.
Get out.
I usually like turn it so it's on me.
And I just say, look, your presence here is annoying me.
So you got to go.
Like go back up to your room.
What are you doing?
Yeah.
Get your whistle and go ref that game.
You know.
Oh, man.
Yeah.
Men and women can be the worst.
You don't take a hint.
No, middle-aged women, man.
Oh, aggressive.
Have a middle-aged woman ever flirted with you in the workplace?
Yeah.
She gave me $50 after she inappropriately touched me.
That's a salt.
White wine is not a good combination for some of these girls.
Yeah, that brings out the cougar in them.
No, I think it's a white wine or like a rosé.
But just booze and travel.
Vacation vibes, too.
Yeah, true.
You get near water, have a bathing suit on,
and a drink in your hand.
Done.
Oh, what's this poor kid going to say to me?
That's so sad.
I'll just give him 50 bucks.
Yeah, exactly.
I was stoked.
Made my day.
Oh, that's horrible.
As a boss, like I'm laughing, but no, I would have flipped out.
It happens way too much.
The ones that I feel the most sorry for
are the associates that go to the rooms.
Yeah.
So room servers, room attendants.
Bellman.
Shoot.
Constant.
Remember that guy at the hotel that we worked at,
the platinum dude that chased the two room attendants
into the linen room?
Yes.
They were terrified.
Oh, yeah.
I had to go confront that guy.
Wait, I'm sorry.
What?
Room attendant went to go clean the room,
and the guest in the room, the guy,
I guess, took kind of a hankering to the room attendant.
Well, he answered the door in his birthday suit.
Well, I was going to get to that.
Yeah.
You ruined Bill's punchline.
No, no, that's OK.
That's OK.
The room attendants were having none of it,
and they wanted to leave, and he chased them down the hallway
into the linen room.
I'm sorry.
He was naked, running down a hotel hallway.
I don't remember if he was naked at that point.
Or really tiny, Chonis.
He was wearing tidy whiteies.
I mean, he was smuggling plums at that point.
And I think I remember he chased them because he was trying
to get them to service his room, and he didn't want them to leave.
While he was in it.
In his tones.
Yeah.
It was weird.
That's so odd.
And what was even weirder is that his wife was there.
She was into it.
Maybe.
There are people like that.
Maybe.
What's the phrase?
Pineapple.
OK.
Upside down pineapple.
Yes.
Sure, sure.
But what is our phrase on this podcast?
We don't think shame.
But I mean, if it's harassing, I do shame.
Yes, because everyone present, regardless of the number,
it might surprise you.
Ooh.
Should consent.
Needs to be in agreement.
The invitation?
Sure.
As soon as you get turned down, that's where it ends.
That's never where it ends.
Well, no, he chased them down the hallway in his tones.
Yeah.
And then when I confronted him, it was one of those things
where he was denying everything.
But then at the same time, he was also confirming things.
Just talking in absolute circles.
I mean, I was in my underwear.
I wasn't naked.
But then you just confirmed that you answered the door
on your undies.
I was just trying to get them to clean my room.
I didn't chase them.
I just followed them, trying to get them to clean my room.
But you just acknowledged that you chased them down the hall
into the linen room.
Well, I wasn't trying to chase them.
But you were.
But you actually did.
You left the room in your tonase and you followed them.
Like, take the rejection and just close the door.
So would that be taken the R?
Yeah.
To take the R.
Take the R.
So have you had to take the R much?
Recently, yeah.
Really?
Well, if the Cougars are chasing him,
it's more about him giving the rejection, not taking the rejection.
That's true.
Cougars usually aren't before today.
Because, you know, sand, sun and Pinot Grigio.
I mean, it's not my favorite combo, but I believe it.
Sand, sun and of course light.
I'll take you.
I thought it was the banquets.
OK, I love a yellow belly.
OK, I do.
But of course light.
You agree.
Of course light for sure.
How many of course lights did you drink today?
Two.
Wow.
Melo day.
Yeah, just some golf.
Love it.
Yeah, if you look at me, I'm not about sun.
So, sand and a drink in the shade.
I think you and I both burn by moonlight.
Yeah, we do.
I glow in the dark.
OK, so Miss B.
Yes.
Do you have an A-hole or a B-hole of the week?
Yeah, I always do.
Multiple?
I don't know.
I'm sorry guys, I always do.
I was waiting for this.
Right?
So, this happened yesterday.
It was really fun.
So, as you guys know, I have grown in my career.
I used to shy from chaos and confrontation.
And now I'm like, let's do this.
Unless I get pumped.
I'm like, yes.
So, I...
Now that you're in a big box hotel,
you got all these nerves.
So great.
So, yeah, I had morning meeting today.
Like, everyone was laughing and be like, you know,
Miss B, she's security.
She's the hotel manager.
She's...
Because I am whatever I need to be.
Somebody comes up and says,
I want to speak to the hotel manager.
I'll be like speaking.
How can I help you?
Do you spin around real quick?
Oh, yeah.
You've seen that, right?
Yeah.
So, my boss actually, like,
brought up an example this morning.
Just like, does anyone here watch I Love Lucy?
And I was like, no.
But apparently there's a scene where they were checking to a hotel.
And someone's like, oh, you better be careful.
You parked there.
The sheriff likes to come by here.
And they're like, no, I think we'll be okay.
We're the only people here.
And he like goes down and puts on the sheriff hat.
And he comes back up and then he turns into the Bellman.
So, yeah, that's me.
Your boss told this story in a meeting?
Yes.
And so they were all talking about getting me a security hat
and a police badge.
Different hats.
And say, I do it all.
You wear all the hats.
Yeah, I do it.
This week's just been dead before the holiday.
Dead.
And I'm at my desk just like watching the time being like,
I'm getting out of here.
I'm so jealous.
What the hell?
I know.
I'm in a different market now.
Watching the clock.
Yes.
Like, clearly.
It was so dead.
And I was like, I'm getting out of here at 4.15.
I had staff, the front desk is in there twiddling their thumbs.
The operator, the phone's not ringing.
And my supervisor is already there for the PM shift.
Why am I even here?
Did you leave?
I'm getting there.
Oh, OK.
So at 4.15, I'm about ready to go.
Excuse-moi.
And then the phone rang.
The answer is it.
And he loves to answer on speaker for some reason.
And the person's like, yeah, my card was just used there.
And I'm not there.
So I'm trying to figure out who's using my card.
And he's like, are you sure it's this hotel?
Because then he starts talking.
I'm like, dude, he's calling this hotel.
He obviously knows it's this hotel.
I'm like, hey, Jerry, just put it on hold.
I'll handle it.
Oh, OK.
Jerry puts it on hold.
I answer.
He'd be like, hi.
Couldn't help it.
Over here.
And you said your credit card was just used at this hotel.
And he's like, yeah, I just got an alert that it was used there.
And I live in New Jersey.
I was like, OK.
Do you mind like hanging tight so I can find out who this is?
He's like, yeah, I want to know who this is.
Like, let's do it.
So I pull up my program.
You can put in the last four of the credit card and dates.
And it'll tell you exactly where the cards used how much.
OK, I was going to say this is not a public platform.
No, no, no.
It's like hotel management.
OK.
So I put in the last four, put in the date and the amount.
And it pops up and I find the reservation it's associated with
that just checked in today.
And I, you know, I can't avoid guest information.
But I was like, so you for sure don't have a reservation at this hotel.
And he's like, absolutely not.
I'm like, and you didn't check into a room today.
He's like, absolutely not.
And I said, OK, so what I would like to do if you're open to this,
I would like to call the police, but I need you on the line
because there has to be a beat.
There has to be a victim or they won't do anything about it.
He's like, let's do it.
Like he was stoked.
And I was like, all right.
So I figured out how to three way call on my phone.
We call the police department with the three of us and I give them all
the information about the hotel.
He gives them all their information about his card when it was used.
And we basically tell the operator and like gather here right now.
So if you send a police officer, we will be happy to introduce you.
And the lady wasn't like the operator wasn't super enthused as I was.
She's like, OK, well, we're really busy.
So I'm not sure when they'll get out there.
But you know, when they get out there, we'll definitely see what we could do.
Like, OK, well, thanks.
We hang up in the meantime.
You literally have someone stealing a credit card staying in this room.
Yeah.
And I was not going to tell the guest anything until the police were there
because everyone's like, are we going to go kick them out?
Like, no, I want them in handcuffs.
I don't want to tell them at all what's going on.
They're like, oh, so I hang up with the police.
I was on the phone with the guy.
I was like, don't worry, we'll get them.
And he's like, thank you so much.
Thank you for taking this seriously.
I'm like, oh, no, I thrive off this.
So thank you.
I don't think I would mess with you honestly.
I'm going to feisty.
I am feisty.
So then now you are.
I know I am now.
Well, I had my wings clipped at my previous property a year ago.
You had baby chickling wings because I got them clipped and clipped and clipped
and smushed and smushed and smushed.
I was a worm here.
They let me run my show.
They let me do what I'm supposed to do and be the manager supposed to be.
Oh, my God.
This is because your current GM doesn't have like a Napoleon complex.
I know it's amazing.
But anyway, so I get off phone.
This guy, I'm like, don't worry.
We're going to handle it.
And I immediately call the director of finance because on this site, it said that the card
was keyed and I was like, how's it possible?
We have a chip and pin machine.
They can't key it in.
So I knew the pattern.
No, keyed means like they typed in the credit card number.
Oh, manually punched it in.
And I'm like, there's no way we don't.
It's a chip and pin machine.
It wouldn't do that.
So I call the director of finance.
She's like, no, I've been telling you, I keep seeing that.
I think people are keying in credit cards and I'm like, how's that possible?
She's like, we need to test it out.
You know, it shouldn't even do that by the associate or by the person.
For the person.
My associates aren't touching it.
But like the guest is, yeah, punching in their card.
And so, how exactly?
So I tell her, I was like, how do we get video footage?
She's like, I'm already on it.
Look at your phone.
Whoa.
So while we were talking, she was able to get on the camera, send me the clip.
And I was like, how did you, like it was so fast.
I'd sent her the reservation and the name.
She pulled up the check-in time, pulled up the camera for that exact time
and had a video of the check-in.
I was like, you're amazing.
She's on it.
She's on it, but she only gets like that when it involves like money and we can like do something about it.
No, no, she was wearing her security hat at the time.
Obviously.
Yes.
She wasn't wearing her finance hat.
She was wearing the security hat.
Hello.
Exactly.
So she had her security hat on.
She sends me the video and I'm like, you're amazing.
She's like, let me know what happens.
They better be arrested.
I was like, oh, I will make it happen.
And so I have my video and I'm like, oh, this is great.
And I assumed it was going to be hours before the police arrived.
So I was like, oh, I can't believe I'm going to have to toss pass this off to someone else.
I'm not going to be the one to deal with it.
You want to deal with it.
Of course I do.
She wants to see it like unfold in front of her eyes.
I would too.
And be like, I got you.
That would be a good TikTok.
I, I, you probably.
But what I tell everyone else is, oh, I just, you know, I don't want to be the one to place a burden in somebody else's lap.
I want to see it from start to finish.
I don't, I don't want to burn you.
That's how you play it off.
You're like, I want to see the juice happen.
Exactly.
So I, so I'm like sitting there.
I'm like, I wonder when they're going to come.
It was like maybe 10 minutes since we hung up the phone and my front has seen it come back.
The police are here for you.
I'm like, oh, that was so fast.
So I run out there.
I've got, you know, my documents and I got everything.
I've got my keys and you're like, let's go to the room.
Let's go.
Here's your evidence.
Let's get them.
So I walk out.
They said, okay, here's the situation.
This is the complainant.
This is, huh?
Here is the screenshot of the reservation with the check in time.
Here's the video of that exact check in time here in the video.
You can see her typing in the credit card number and the guys, there's a second party guy slips his hand in and then he starts helping
typing in the credit card number.
Meanwhile, they'd positioned the credit card reader to be conveniently behind the monitor, but like really slyly and slowly.
So the associates just like, doot, doot, doot, doot, doot.
Okay.
Nice to meet you.
She's looking up, talking to them and, but she's not seeing the credit card reader just slide.
Kind of moving.
No way.
And then they, then like still make taining eye contact cause she asked for credit card and photo ID.
You see her take both, look at them, verify, hand them back.
She goes to like pretend to put it in and then is typing like shiesty.
And so the agent did not see it.
And we can't get mad at her.
It's with shiesty.
So at that time also, did you show the cops your badge and like your badge number and everything?
Of course.
I whipped out my credentials.
I was like, okay, cool.
I'm real.
And they're like, okay, calm down.
I am miss B first name, miss last name, B let's get on it.
But no, first name is middle name boss.
Oh, yes.
I stand corrected.
Amen to that.
Okay.
So I literally show them everything, all the evidence and I'm like, okay, so are we going up to the room?
And they're like, well, are they in the room?
And I said, yeah, they checked in a couple of hours ago.
So probably they're like, can you confirm?
I said, of course I can.
I'd be delighted.
And I said that with that big smile.
I was like, of course I can.
So we go into the back, I bring the cops back, I call the room and they answer and I'm like, hi there.
This is miss B from the front desk.
I just wanted to make sure is your guys sink backing up at all?
And they're like, oh no, I don't think so.
I was like, okay, I was just calling because a couple rooms, their sinks had backed up and I just want to make sure it hadn't affected you.
He's like, well, let me check.
Can I put you on speaker?
And I said, of course you can.
Puts it on speaker.
So now we hear him, we hear the girlfriend in the room, we can kind of make out how many people are in that room.
He goes and he's like, no, the sink is not backing up.
I'm like, oh, perfect.
Thank you for letting me know.
Have a great day.
And then you just hang out to like pull that out.
He just whipped it.
You just, it just, you don't get all these hats without knowing that.
Yes.
I just went pick up, came up with a spiel.
So then I look at the cops and said, they're in there.
Let's go.
They're like, okay.
So I lead them to elevator.
I'm pressing the buttons.
I'm like, okay.
So you do, and they're like, okay, can we have your keys?
We got this.
I was like, no, I should probably go with you.
And they're like, no, no, you're okay.
We'll meet you downstairs.
And I'm like, oh, I'm meeting this.
This is me.
I'm kicking down the door.
Okay.
I am lead investigator in this.
Yes.
This is my case.
You will not take over my jurisdiction.
I am the sergeant right now.
Right.
This is my house.
I'm sorry.
This is the eighth floor.
That's, uh, that's my beat.
Right.
I wish I was like that.
But so I give them my keys and I give them to them and they round the corner.
But I may have, can I, can I interrupt really?
Yeah.
Okay.
So where do we think the story ends?
I have a few ideas, but I'm going to want it.
Yeah.
I just want, no, I don't want to jump ahead.
Oh, come on.
Give me a guess.
Miss people.
You don't want to ruin it.
No, I don't ruin it.
Fine.
Man.
We'll see.
I got an idea.
Okay.
Just go with the flow.
Plug it in your brain and see if you're right.
So I give them my keys and I let them round the corner and I'm like, I feel like a child being made to go back to the lobby.
I hit the bottom, like the down button and then I'm waiting and the elevator opens.
I'm like, I'm not going to get in.
Good girl.
I let the doors close and then I just listen and I hear them knock multiple times.
Like they open the door.
I'm like, yeah, this is a police.
We need to come in and then I hear the door shut and then I stop hearing anything.
So I was like, I should probably go down before I like, you know, I can't go put a cop to the door.
Oh, I thought you would.
Oh, I would love to.
But I was like, I can't hear anything.
I'll go down and so I go down there, but I swear not even five minutes later.
I just got down to the front desk.
I was talking to the agents.
Down come the cops with the man and the woman in handcuffs.
All right.
Yes.
So they've got them.
I was like, oh, yay.
So I go over there to meet them.
I'm like, do you guys want me to send you the videos?
We'll come talk to you later.
Like, oh, okay.
So they go put them in the police car and I'm like, yeah.
And I'm like almost doing my little dance on the lobby and my GM's like sticking your head out, like looking at me like I'm nuts.
She's like, what the, what?
I'm like, you see that?
I got them arrested.
And she's like, I know you look like the worst day of their lives and you're
so stoked.
Yeah.
No one gets pulled by it.
That's on my watch.
You know what I just realized?
What?
With the number of people we've had arrested over the years, we should get like a little handcuff stickers.
Yes.
Like every time, every time just put just put one on the door, you know, like old fighter pilots, how they'd put the victory on their plane.
Why don't you iron it on my blazer?
You all, I'm sure have a back area with some sort of board with notices for the staff.
You should just dedicate one little corner.
With handcuffs, stickers, this month's arrests.
Oh my God.
That'd be amazing.
Day since last arrest.
I want that one.
That's amazing.
Like day since last injury.
Oh my God.
The injury you want a high number, arrest, like get a low number or miss these not doing her job.
So, so they go out in handcuffs and I'm like sitting there like a kitty little child in the lobby waiting for the police to come back.
They take their sweet time and they finally come back in because they could probably see me pacing waiting.
And I'm like, okay, so you want me to email you these videos?
What do you want me to do?
And he's like, yeah, email them.
So I'm sitting there talking to him.
Another cop comes over and I'm like, and I do want you guys to know, I didn't notice this before, but in the video,
she's typing in the credit card number, but he slips his hand under and then he starts typing in the credit card number two.
And the other cop looks at the other cop and he's like, so are we looking at a two perp?
And the guy's like, no, no, no, no, we're not doing that.
Again, the documents, I get the videos and they go, okay, thank you.
You know, if we need anything else, we'll be in touch.
And I said, okay, I think that's the end.
They leave.
They let the guy go.
Does that on any of your guys' punch card, what you thought was going to happen?
No, my question is, who was the registered guest?
Female.
Oh, okay.
So the female was the registered guest, but the guy was with her and he did type in the credit card.
He helped her, but I, she presented it to the friend desk agent.
She presented her real card.
Oh, and so basically I figured it out later.
One cop was looking at the other cop being like, are we resting too?
Because it's a two perp thing.
And the other cop just looked annoyed as hell.
Like that was the biggest inconvenience.
It was like, no, we're just doing one.
Like if we have to take anyone, we're only taking one.
I feel like if the person that called you guys wasn't on so, so on top of it, they could have got away with it.
Well, the most of the time they do.
Yeah.
Because most of the time people do not call and report it.
They just go, uh, my card stolen and they cancel it and get their money back.
That's what I would do.
But if you actually call sometimes, you know, especially at a hotel, they're probably still there.
Well, and that's the hard part with credit card fraud.
Is that for the most part it is recognized as a crime after it's committed.
So people are gone.
I mean, like the county that we live in and that I work in, if the DA doesn't have video of the actual fraudulent behavior,
they're not even going to prosecute credit card fraud.
Wow.
I mean, the only way you can get them hooked easily is to do exactly that, get them caught in the room.
Yeah.
And I had the video and everything, but I was really shocked.
They let the guy go and I'm not because I mean, to Liz's point, you know, if the woman is the one that's
registered to the room and she handed over the card, she showed her ID, she's establishing that that is her.
She's establishing that she's responsible for the room.
Unfortunately, she's also responsible for the crime at that point.
Okay.
I thought of it like, you know, two people committing a crime to should get taken out back and whooped.
Something to that effect.
Street justice.
Yeah.
So I was driving home there like, you're not going to believe it.
The guy came back in, they let him go and he's asking for the room key to go get his vape pen.
That's all he wanted out of the room.
By standard, he has to provide an ID that matches the name on the account.
Right?
Right.
But whenever I do this, I pull a bill move when they are leaving.
I let them know and please do us the favor of telling all your little criminal friends that don't fly here.
Yeah.
We know what to look for.
Do not come past the word around.
We don't want you or your friends.
I didn't know what to expect from your story, but that was pretty good.
Just a Wednesday and my neck of the woods.
My favorite don't come back here and spread the word to your friend story was at our hotel that we worked at having to have that conversation with a prostitute.
There was a B problem.
Yeah.
Subsection B.
Not a BB problem.
A B problem.
Yeah.
Gotcha.
Now the look on her face was priceless too.
Because I gave her the speech that something along the lines of, you know, we're a corporate hotel where people come to do business but not your kind of business.
So you need to spread the word amongst your friends that you do not come to this hotel.
We know what to look for.
We know how to handle it.
You will be treated differently the next time.
Love it.
Maybe with handcuffs.
And not the kind you like.
Yeah.
Not the furry ones.
So is that story how you guys thought it was going to turn out?
No.
Might be better.
I actually thought that both of them were going to get let off.
Really?
That's what I was thinking too.
Oh my God.
I would have been so pissed.
Yeah.
What a waste of your afternoon.
I had a similar experience about a month and a half ago.
We got a call saying that their account had been accessed and that it was at our hotel.
And there were two people in the room.
We called the cops.
The cops went and interviewed them and the cops didn't do anything.
Wow.
Did they boot them?
They booted them but they didn't arrest them.
They didn't cite them.
Nothing.
Just like you got to go.
Just get out.
Do something.
I guess you have to ride a lion in a hotel lobby to get arrested.
No.
Not even then.
That wouldn't even.
You got to try to punch a cop.
Very true.
No.
Do you want to know how I was?
What did you think was going to happen?
I thought the guy on the phone like originally was somehow involved.
Same.
That is so funny you say that because that is what my mother thought when I told that story.
Like I for sure thought like oh this guy's on the phone like calling a complaint.
He just wants like free room.
It credited.
He's in the room.
I seriously thought.
Yup.
So I was going to ask you when you were like yeah go check the sink.
Oh can I put you on speaker?
Sure.
I wanted to be like do you recognize the voice?
Oh.
He was just personally invested in justice.
I love that for him.
Me too.
And I loved it for me.
And he's like we are two of the similar souls.
I was like yes we are sir.
And he called back this morning.
Does he know it went?
That was my follow up question.
You called him back.
He called because he told me I'll be calling tomorrow if that's all right to follow up
to see how it went.
I was like yeah go for it.
So this guy's like heck yeah miss B you got people arrested like thank you.
Yeah he's like so how'd it go?
What happened?
And I told him everything.
He's like that's so awesome.
I'm like right justice.
Sounds like you guys could be best friends.
We probably could.
The last time that happened to me I went to a sushi restaurant not far from here.
And like I don't like giving up my card if I can't see it.
Wait the last time.
When they take it to the back.
Heck no.
The last time that your credit card.
Got compromised.
Okay.
Gave my credit card to the server.
Sir this is declined.
No no no no no.
Bill was settled.
I got home like I don't know 20 minutes later.
And I got an alert on my phone that I had charges.
Yeah.
I use Apple Pay religiously.
Same.
Just for that exact reason.
That was the only time I'd given up my card in months.
Mm-hmm.
I called the sushi restaurant.
I said hey I was just there half an hour ago.
Paid my bill.
Gave up my card.
Server disappeared.
Now I've got charges on my card.
Did they take it seriously?
No.
Of course they didn't.
The woman that answered the phone ripped me a new A-hole the size of Texas.
You're kidding.
Mm-mm.
Because she claimed that I was accusing her staff unfairly.
I'm like how am I accusing you?
I'm simply saying I was there half an hour ago.
I paid my charges and now I've got these false charges on my account.
It's the only time I've given up my card.
What were the charges like for?
Like where?
It was all online retailers.
Yeah.
So something you could do like in the back.
Oh yeah.
Of a restaurant.
Easily.
Because all they have to do is you know what they're going to pay.
Snap a picture.
Yeah.
Credit card.
Done.
They had stuff loaded into that cart waiting for someone.
Or a skimmer.
Yeah.
You must have just looked rich at that moment like this guy's got money.
No.
He won't care.
Card will go through for some clothes.
Yeah.
You were profiled.
No, but I think that's less than all of our listeners.
Like if something like this happens to one of your credit cards,
if it's a business like this, you can call the business.
Wow.
So Dylan.
So Dylan, tell us about your experience.
Oh yeah, let's circle back that way.
I was going to say though, I do hate when they take my card to the back.
No, it's sketchy as hell.
Because I was in Europe for like four months and they always make you pay like at the table.
They bring over to the reader.
You tap your card and it's done.
But in general, I hate when they take my cards.
Yeah, that's why I literally, I don't care wallet anymore.
It's all Apple Pay.
You don't take Apple Pay.
I don't shop there.
Okay.
No, you're you sometimes are in a bind when you don't bring your wallet places because
I don't bring my wallet.
I only Apple Pay 99% of places.
You go to like a bar.
You have to take your card.
I hate that.
No, Miss B just tries to get drinks paid for.
I usually am successful.
I literally went out.
That's the reason I don't go to the bar.
And I'm in the background being like, Oh, Miss B, just give me a course.
The funny thing is you just have to have hot friends and I have a few hot friends and
they mingle with guys and they get me drinks.
That was my Saturday.
See, I have hot friends.
The people that buy them drinks never buy them for their friend in the back.
Oh, I go.
I'm sorry.
Are you going to be giving her a friend one too?
I need four.
She literally does in there like awkward like, Oh, well, and Miss B is like, No, if you want
to buy me a drink, you buy them a drink too.
And if you want to continue talking to us, you buy us a drink.
Pretty much.
I need to try.
I need to try that.
And I'm literally just in the back being like, I don't want to talk to it.
Literally just want to course like bottle, please.
Not draft.
No, she's all like, course.
She knows the drill.
That is the go to.
And I'm like, cool.
Got my bottle by and you're still talking to the people.
I'm friendly though.
I'll let them conversate with me.
Okay.
Anyway, Dylan.
A D D.
It's easy.
I'm sorry.
Okay, so you not only have recreation hospitality experience, you most recently have food and
beverage experience.
Can you tell us a little bit about that?
Yeah.
Um, one of the hardest things to do is being in college and also have a job.
Yeah.
I worked at a bagel store.
Oh, cool.
And I would go there at six in the morning on Saturday and Sunday morning after being
out all night.
Imagine after like big fraternity parties like hosted like at your house and you got
to wake up at five AM to bagel.
Oh, did you?
Did you bike?
No, I would drive.
You would drive.
Okay.
That might be a little questionable.
Yeah.
Sometimes better than others, but I would drive.
Oh my God.
But it was fairly close.
Yeah.
Very close.
And it was awful.
Like it was so early people that get bagels at six in the morning are not normal people.
No.
And it was just not exist.
No, they don't really.
And it's also like, I feel like it's so funny to me that when you're serving someone or
they're coming to you, people that give you their money are in a bad mood towards what
you're doing.
And you're like, sir, your money is in my pocket.
Why are you treating me like this?
And that's something I've never understood about food industry.
Like, why are you mean to the people that are making the food you're putting in your
body, dude?
Yeah.
It's so interesting to me.
And it's like, dude, it's really early for you and me.
Like we're all in the same boat.
You don't want to be here.
I don't want to be here.
So just be nice.
But the customer is there like by choice.
Yeah.
Like you chose to come here in a bad mood and you take it out on us.
We're making your food, dude.
So are you literally in the back with like bagel dough, making the bagels?
I didn't bake.
I didn't bake bagels.
I just put the bagels together.
So if you ordered like a sandwich, bacon, egg, and cheese, I was making that at six
in the morning.
And that is why I love my job now.
Very appreciative of it for you.
Love being not in food and beverage, not making grumpy people bagels.
Correct.
At six in the morning.
You're just kicking children out of a hot tub and getting screamed at for it and hit
on by Cougars.
Yeah.
That's the perks.
But I would say the food and beverage industry is very challenging to work in.
And I would say it's something I probably wouldn't want to do again.
Yeah.
I'd rather deal with people than deal with people and food.
Yeah.
Then deal with people and food.
So like serving bartending out of the question.
Busting.
I would say bartending would be fun, but I can see how people would hate it.
You're constantly dealing with the main target market that you don't want to have to deal
with.
Like you're dealing with drunk and cutting people off and getting yelled at or hit on.
Imagine it gets late and it's two and you're like, dude.
And looking at a dude annoyed because he has to buy four girl's drinks.
Yeah.
Because Miss B is there.
I would just say bartending would be very tough.
We need to add bar manager to the list of guests that we want.
We they would have some stories.
So we have a wish list of like different guests to bring on.
What's on the list?
Well, number one was tattoo artist.
Oh yeah.
Tattoo artist was on there.
Got that.
Fly to tenant is a big one.
Yeah.
Bartender, honestly bartender for like the wild goose type and also, but also bartender
for like an A is type.
So like very, very different vibes.
Yes.
So we want kind of the dive bar and then the upscale.
Esthetician.
Oh, that'd be great.
That waxes.
What is that?
That waxes.
No, it's an S and S T is like they don't do that either.
Yeah.
They do waxing, but also like facials.
I know, but I was trying to make a fancy word, but I want to talk to the people who wax all
the areas get some funny stories.
Wax the who has all of it.
Like I'm sure there's been a guy that came in and asked for certain things wax that
that's becoming very popular right now.
By the way, that's kind of fell with like that.
Esthetician.
Would she have a B hole of the week?
Yeah.
I thought you would like that.
What about a C hole?
Oh, man, that doesn't sound like fun.
Yeah, it was the worst job ever.
I'm not going to lie.
I would enjoy it for a little bit just because I get to eat bagels and get really fat for
bagels a day.
Oh, I cheese them or full on sandwich.
Well, I do, I do like a cream cheese bagel, like seven and sandwich at nine.
So you have bagel allowance.
What was your routine?
Well, I could do whatever I want.
I don't really care.
I mean, we throw away so many bagels at the end of the day that they don't really care,
but I would say I would start with like a chocolate chip bagel, cream cheese and then
just normal cream cheese.
Yeah, we have a bunch.
No strawberry.
No.
Chocolate chip bagel, strawberry.
And then I'd kind of get into like a breakfast sandwich and then when I'd leave, I'd make
a lunch sandwich.
So they really didn't, they're pretty cool.
How long are these shifts?
I might sign up.
Just kidding.
Six to 12.
Oh, you're getting four bagels in six hours.
Coffee, smoothies.
I was going to ask coffee.
Oh, that's the only reason I would still go.
Yeah.
If I get up, there's coffee there.
Okay.
So question in the fall when you go back to school, they think I'm coming back.
Okay.
Are you going to come back?
I don't know.
I need bagel place.
Are you looking for something new?
No, the bagel place.
He's not back to school.
I don't know.
Bagel place, bagel place.
Um, they're going to be a senior.
It's got to finish.
They think I'm coming back, but I also got another job that I'm going to be doing.
So I'm going to be doing, um, refereeing the school sports.
Can you do me a favor when you do that?
Don't hit on the girls at the front desk.
Leave the front desk alone.
He's not going to stay in the hotel.
Yeah.
You never know.
Are you talking about refereeing your school's like recreation sports?
Interim real sports.
That sounds like fun.
Oh, super fun.
I've done it too for a while.
So I want to run around and whistle at people.
Yeah.
You don't know the rules.
Doesn't mean she can't run around and whistle at people.
Yeah.
When I was security in the lobby during our last.
I was going to say you definitely had a whistle.
I asked for one.
I asked for it.
Do you need a whistle?
I asked for a whistle and a megaphone.
I was megaphone was.
Yes.
Ms. B, you do not need a megaphone.
You're loud as it is.
I didn't.
I was effective.
Half the time on a, half the time on a picky need a microphone.
I know.
We turned on your volume every episode.
So it was like cut out the mics up so loud.
Okay.
What about, um, like a taser or a mace or a flashlight?
Do you need a flashlight flashlight make you look fancy?
Yeah.
What's going on in here?
Now what you need one of the sticks.
A knife stitch.
Yes.
It's, is it a baton?
It's a baton.
Baton.
Absolutely.
I'm sorry.
Do we need to get you a security belt for all of your accoustre mâles?
Yes, please.
Absolutely.
But no, I had a friend that had a taser, like one of those, you know, pink ones
and you see the light news trip like on the top.
She needs a badge.
I do need a badge and we've talked about that.
Uh, I don't have a taser because I'm afraid I would taste myself.
I wouldn't put it past you.
100%.
And Dylan just met you.
And he's died in a face.
Exactly.
I'm a hundred percent certain I would somehow accidentally taste myself.
Okay.
Wait, let's circle back.
Not about that life.
Yes.
Go on.
So Dylan.
Your staff would hear a bzz followed by a scream followed by a thump on the floor.
Yes.
And then her dog would just be like licking your face turn away from her back.
Yes.
True that.
Okay.
Anyway, any who's he Dylan favorite thing about either the bagel shop or working in hospitality.
Please don't say Liz, but go on.
That was not what I was thinking.
Oh, thank God.
Okay.
That's the least favorite.
That was my next question, but there's the answer.
Oh, I think it was like favorite.
No, I was okay.
I think we're doing your positive thing.
Yeah.
And then I was how much wine have we had?
I don't know.
What are we on glass two, three, one.
One.
Please.
It's been a week guys.
Okay.
Dylan between the bagel shop and working in hospitality in our current apartment.
What is like your favorite thing you have to do have experienced?
Um, I would just say kind of like making people satisfied.
Like actually someone being like, wow, thank you for your service.
You did a really good job.
Oh, wow.
It kind of just makes you feel like it's worth it.
You're like, Oh, damn, I actually helped that person.
They're, they're happy.
Like that was cool.
And then getting tips.
Oh, for sure.
Yes.
Like getting to like doing something for someone and then being like, wow, you did awesome.
Thank you for your help.
Here's a bill.
Yeah.
$20.
Yeah.
Not a bill bill like not 120.
Wait, did you ever have a bagel thrown at you?
No.
Coffee.
I'm not that bad at making them.
That's funny.
I don't know why I was trying to think it's like the crazy that happened to bagel shop.
Maybe you told me that we had a lady come in and obviously we have a menu with all the
prices and she wanted three bagels and she wanted to freeze them to save, but just totally
understandable.
And then she was like, why are these bagels 250?
And it's like, Oh, well, we sell bagels.
Like if you want a plain bagel, go to the grocery store.
She's like, well, this is ridiculous.
I'm never coming back here again.
I can't believe that you can charge this for a bagel.
We're like, the prices right there.
We didn't ask you to come.
Like, I also don't set the prices.
If I set the prices, I'm not working the register.
Like believe me.
So it's just crazy to me that people come places and then complain about where they
can't like you chose it.
You chose to come here and you're actively complaining about it.
So that's something like you can leave.
Like no one's begging for your 750.
Like we don't like I do not need your money.
I'm collected right now.
I'm getting paid the same.
Believe me.
I don't.
Yeah.
So I was like the one big thing that I was like, I can't believe that lady just complained
about how much a bagel was.
She came here.
Like she put in her phone bagel shop and drove there and then complained about what she got.
I can't say I've ever gone to a bagel shop and it been least two bucks.
You're paying for the cream cheese.
You're paying for the bagel.
Like, I mean, it's not.
I would say 250 is almost like kind of cheap.
Yeah.
Well, she got them like.
I've been to some bougie places.
They're like five, six bucks.
Just slice.
Like uncut just the way it was in the display in a bag and she was like, I can't believe
you guys sell these for 250.
We're like, well.
It's a bagel shop.
But coming from experience because I know the difference between a grocery store bagel
and a bagel shop bagel.
I am that person.
Our bagels are fire.
I am that person to go into that bagel shop and say I want a dozen here.
Are there like ones I want?
I want them cut and not toasted and not nothing because yeah, I'm going to freeze them.
Yeah.
A lot of bagel shops will be like, oh, here's a baker's dozen for the same like prices,
whatever.
But I am that person and there is a difference and it is pricey.
Yeah.
And yes, please.
I want everything is pricey.
Yeah.
I want the smear too.
Give me the smear.
You leave the house that's pricey, but you're choosing where to go and spend your money.
But you have to be ready to drop at least $20.
Yeah.
Probably for what?
25 for like a dozen for like a dozen.
$19.
Oh, that was the price.
Look at that.
You know, 20 bucks.
But no, I went to a new bushy place in town that like has bagels and I got a bagel and cream
cheese.
I want to say it was like 650 for just a bagel and cream cheese.
Isn't that unbelievable?
Yeah.
But it's delicious.
I'm actually like a bagel, cream cheese and a coffee like Miss B. I know you don't drink coffee,
but like I got my tea.
Liz needs her freaking latte is that's at least $10.
Yeah.
I have to have my iced tea to swish and swirl and judge people.
So you can't go anywhere for less than $10.
But you're not going to a shop.
You can't even go to McDonald's for less than $10.
Last time I went to McDonald's.
You know, you know where you can go?
Meal, side and drink for under $10.
Where in and out?
True.
Oh, that's it.
It's better than McDonald's.
That's real food.
Okay.
Dylan, what would be so would serving bagels to be your least favorite thing about working
in hospitality or if it's different, what would be your least favorite thing?
I would say telling somebody the rules and them not liking the rules.
It's like, well, I'm really sorry.
I actually don't make them.
I just have to pull them.
No, you can't just bring all of your friends here.
That's not how this works.
You have to pay for your friends.
Oh, well, why is that?
Because this is private because this is not how it goes.
Well, who can I speak to?
Dude, this is how it works.
Like, I don't understand why you're so confused.
Isn't it a private club that requires paying members month to month?
Like, bro, you pay for a membership.
The reason you have to pay for your membership is because we don't allow everybody in.
The reason it's not overrun by people is because we do this.
Do you want to come to this club?
The reason your membership is valuable is because we keep it exclusive.
Yes.
Wow.
Return on investment, integrity of your membership.
So do you want all the other members doing this too so you can't even get in the pool
because it's packed?
No.
OK.
That same person probably complains at some point about other people bringing their friends.
They of course they do.
100%.
And they complain about the price of their burger in the restaurant and every little
tiki-taki thing on their member statement.
Oh my God.
Or like, oh, well, it used to be this way.
Dude, everything used to be different.
Yeah.
You know, you used to be able to get like a gallon of gas for like 50 cents.
I don't know.
I'm not that old.
But I'll even take $3, please.
I say that's a runner up to worse parts about like the industry is like enforcing the rules.
And oh, well, it didn't used to be like that.
It's like, well, things changed.
Like it's not going to always just be the same way.
You never get tempted to be like, yeah, same, you know, things changed.
I've changed.
Yeah.
I've changed.
And you know, like that haircut used to be in style.
It's not anymore.
Like maybe you should go, dude.
Talking to a guest.
Yeah.
Because you know those old dudes and those weird ass hair.
A lot of jail.
Yes.
And I'm like, bro, just stop.
I could run my car on the amount of oil that's in your hair.
Oh, but I definitely agree with Dylan.
Like even me as the director of the department, they're like, well, why?
Why is this rule?
I'm like, I don't know.
I run the department and I didn't make the rule.
I might not even agree with the rule, but I like my job.
So please follow it and get your damn kids out of the hot tub, please.
Or pay your guest fees.
So my story is about one of my associates getting accosted by a guest.
But before I dive into them, have you had anything like that?
Yes, I have.
There was a time when one of the guests at our hotel was with his family and he
has maybe a kid that's three, maybe a kid that's five.
And he came up to two of us and he's like, have you guys seen my Zins?
I know you stole them.
Zins?
Zins.
They're like nicotine pouches.
Oh.
Have you seen them?
I know you have them.
We're like, dude, we don't have your Zins.
Like I'm so sorry.
He accused you of stealing them.
Yes.
First, he thought we stole them.
Like he left them somewhere.
Yeah.
They're right on the table.
I know you guys picked them up and we're like, dude, we didn't take them.
We would tell you he didn't.
It then proceeded into like, well, if you find them, I'll give you 20 bucks.
How much do Zins cost?
Eight dollars.
Okay.
I'll give you 20 bucks to find my eight dollar thing as in.
He's with his family.
He's with his wife and his three year old and five year old.
Are they all standing there during this conversation?
Pretty much like 10 feet away and he's like, I'm scolding like, yo, I know you have them.
Dude, we don't.
Anyway, 10 minutes later, guys, like I really need nicotine.
I know one of you has a vape.
Give me it.
And we're like, dude, no, I don't have a vape.
I knew my buddy did, but I'm like, I don't have a vape, dude.
I'm sorry.
And I just look at my friend.
He goes, nah, man, we don't have one.
Sorry.
And the guy the rest of the day was just like so upset, like pacing around the pool, like
looking under towels for his little tips.
Just fiending for nicotine.
Like literally, I'm like, dude, you are with your family.
You're 40.
This is pathetic.
Really sad.
Watching this happen.
I'm like, you're with your kids, bro.
Swim with them.
That is so sad.
It was pretty sad.
Be a dad right now.
Like getting the freaking pool.
Figure it out, dude.
Put on a patch.
Whatever you got to do.
Honestly, but that's also what we deal with.
It's like these people just thinking they can just ask us for anything.
For anything in your pockets.
Yeah.
That's your property.
And it was like, I know.
The shirt on your back.
I know you have it.
We're like, dude, we don't have.
Why would we pay my sentence?
Give me my sentence back.
Yeah.
Why would we pay my sentence back?
Yeah, yeah.
Oh my God.
I worked at this hotel where some guy left his class ring in the room and he
accused all the staff of stealing it and the housekeepers was just adamant we stole
his flip and class ring.
And it's like, nobody wants your class ring.
Okay.
I don't care how valuable you think it is.
It's ugly.
Well, how is that worth to like, let's just say hypothetically someone picked it up
and you go to like pawn it.
How much is that worth?
What do you think?
20 bucks?
If that I don't know if they would take it.
Exactly.
Nobody wants your flipping class ring.
No one's going to buy it from a pawn shop.
Who's going to steal your zins that are worth $8 a pop?
Dude, you can go to the gas station across the street.
My God.
You don't have them.
I mean, shit, if you've just got money to burn and you're at a club or a hotel or whatever.
Um, I'm sorry.
Have you heard of Door Dash?
Yeah.
Go puff.
You're get the things where you get the things delivered.
Like, come on.
Yeah.
Well, I mean, we loop back to this pretty much every episode.
This is the stuff we deal with.
I mean, it's stuff that we shouldn't have to deal with that we deal with.
So speaking of which.
Oh, you had a story.
Yeah.
Of which people fiending for nicotine or stuff and there shouldn't have to deal with.
This should we still have to deal with an accusations against someone and someone treating
a coworker poorly on the lines of, you know, having to deal with we shouldn't have to accusations
being made and all that fun stuff.
I had this lady who I was in my office, my amount of business and one of my associates
comes up to me and was like, dude, you need to go out to the front desk.
Like this lady is ripping into my manager, the person that works for me.
So beneath me.
And she's just not getting through to her.
And I honestly think you need to step in.
And I was like, yeah, absolutely.
And as I'm like getting up and she's like, and so you should know right now, she's out
there accusing her of being racist.
Oh, lovely.
Let's do this.
Thanks for that background.
Yes.
Thank you for that.
So I kind of go out with a little bit of fire because I'm like, this is bullsh**t.
And I go out there and I see them like my manager is trying to stay calm, trying to explain
to this woman what's going on and what the deal is.
And she's just not having it and won't let her say anything.
So I go out there and I said, okay, so this conversation that's happening right now is
going to stop.
Mary, you could go ahead and step to the back.
I will take over.
And Mary was like, you got it goes to the back.
And I said, okay, so I couldn't help it over here.
A few important details.
And she's like, well, I'm so glad you came out.
I'm like, okay.
Anyways, number one, you called my associate racist.
Can you explain to me why you think my associate is racist?
Yeah.
She is telling me that the lounge is closed on Fridays and Saturday nights and it wasn't
like that before.
So I think she's saying that because I am insert race here.
And I was like, well, first off, she's not racist, but two, the lounges always closed
on Fridays and Saturday nights.
I said, it's just open Sunday to Thursday night.
And it has always been since as long as I've worked here and since before that now it wasn't
I came was here seven minutes.
I said, okay, you came here 10 years ago.
Sure.
And to the point of things changed, policies, rules change, management changes, and they
put different policies in place.
I have no idea what your experience was at this said hotel umpteen years ago.
Yes.
Even if that is true, what you're saying that doesn't make her racist.
And they said an accusation like that is offensive.
And I said, and it will not be tolerated this facility.
You have two options.
You're going to calm down.
You're going to speak to me like a reasonable adult option.
And we will try to sort this out or option two.
You could stay at another hotel.
And she said, are you kicking me out?
And I said, I'm sorry.
And if anything of what I said, did you hear that out of your two options?
Yeah.
So it sounds like you're kicking me out.
I said, at no point did I ever say you had to leave.
I said, you have the option to leave.
Should you choose not to stay here?
I will gladly help you find alternative accommodations.
And she's like, well, and I don't appreciate your attitude.
You're being rude.
And I said, no, I'm not.
I said, I am trying to help you, but despite what you say, the lounge will not be open
on Friday, Saturday night.
And that does not make my associate racist.
And we're not opening the lounge for you.
And actually, I just pulled up your reservation while we were talking right now and I couldn't
help but notice you booked through a third party prepaid and added your rewards number
after the fact.
You are not entitled to your benefits.
And that actually violates the terms and conditions of your membership.
If you'd like, I can print those out right now.
If you'd like to review.
No, no, no.
I don't need to review it.
That's ridiculous.
You guys have never enforced that before.
I said, I am so sorry for that.
I assure you, we will not make that mistake again.
Because we're going to put notes on your name for every single reservation.
I assure you, we will not make that mistake again.
And that may have been a training issue on my part, but you will not be receiving lounge
access now as you are not eligible for it.
Well, you've done it before.
Again, I will train those associates who may have let you have it before, but that will
not happen again.
I assure you.
So at your specific hotel, lounge access is for like certain rewards members.
Many brands have this.
They have like a lounge for their elite members.
Insert tier here is for specific tier levels, but not your basic tiers.
Get that straight.
But for those elite members, and it says in the terms and conditions, you have to book
through a qualifying rate.
A qualifying rate can mean a many number of things, but at our brand, it means you are
through the website, the hotel directly.
You're not on, you know, friends and family rate.
You're not pre-paying through an expedient price line, insert third party here.
You don't get your benefits if you book through that.
So what this guest did, booked through a third party, received confirmation from third party,
from your brand, additional confirmation.
No, they then inserted.
So like at what point did they insert their rewards?
They come to check in and they say, Oh, I'm an insert membership level here.
You need to add my rewards number to your reservation.
I was assertive.
I laid out her options for her and I tried to be as accommodating as possible to which
she ended up saying, well, you can't kick me out.
And I said, and that's absolutely fine.
Anything I could do to make your stay more comfortable, please feel free to let me know,
but we do have to abide by our brand's policies and we will be doing that.
So feel free to let me know if you have any, so what, what option did she take?
She stormed off and then maybe 10 minutes later, she dropped her keys and says, I'm
going somewhere else.
Option B.
Okay.
I hope you have a wonderful rest of your day.
Actually, that would be a variation of hidden option C.
It's always hidden option C that they actually take.
Yeah.
Well, they can't let you win.
They can't pick what you offer.
No, but she did want to tell me when she was leaving.
And by the way, I know Mr. Insert owner CEO, whatever, like, Oh, don't you love that?
I know Mr. Whoever and they will be hearing about this.
I said, great.
Feel free to give them my name.
Here's my card.
Have a great day.
She leaves and I'm like fire.
So I immediately go into the back and I open a case with my brand for, I actually opened
two different cases.
Number one for violating the terms and conditions of her membership.
And then I insert proof here and say what she stated.
And then I opened a case for her being aggressive and inappropriate with staff members, accusing
them being a racist, this and that and inserted quotes like to two different cases, sent them
off.
Well, her reward status be like, we never really get told what the outcome is.
And I doubt it.
They're probably lenient, but I'll put a few things on our record.
You do your due diligence.
I do.
Oh, but here's where that is a benefit.
So even if they don't put on quote, do anything to the guest, it establishes the behavior pattern
the patterns.
Yeah.
Cause I'm sure we're not the only hotel she's done this.
No.
And those, those notes stay on the account regardless of where she goes in the world with that
brand.
On her name and her rewards number.
Yeah.
So like, I've got the guests at the hotel that I'm at right now.
We're not a pet friendly hotel, but we identified that they had a dog in the room.
We called the guest in the room.
No answer.
Dogs barking, barking, barking, barking.
Guest doesn't answer the phone.
We call their cell number on the account.
No answer.
No, they answered.
Oh, they're not at the hotel.
They are not at the hotel.
Shocking.
But they claim that that dog is a service animal.
Does that matter to your brand?
It does because service analysts are ADA protected.
But you need proof.
You need proof for you.
You can't ask that.
No, no, no.
I'm sorry.
Yeah.
So, so here's the thing.
When a guest has a dog that they claim as a service animal, you can only ask two questions.
Right, right, right.
Is this a service animal?
Yes.
What service is it trained to provide?
What service has been trained to perform exactly in stereo.
Yeah.
But the key point for any service animal is the fact that it is there to provide a service.
So it should never be alone.
I'll leave your side.
Exactly.
So when we call.
Will you tell them?
It helps me sleep at night.
No, so that would be an emotional support animal.
That's not protected by ADA.
Dylan and I get that constantly.
Yeah, people are dicks.
Yeah, they are.
Do you have any fun stories where people weren't dicks and maybe, you know, we're fun or?
Yeah.
I mean, like I said, I've had some good experiences where I've seen people like outside of the
workplace where I've been like met up with them or like gone to play golf with them.
So like there's people you can kind of like, like I'm friends with some of the people that
I see at work at this point and like friends with their kids through them.
So you get to know the people too, which is so fun.
That's my favorite part.
And like, I only work in the summers now.
So I'll come back and I'll see someone.
I'm like, dude, you grew like four inches, dude.
And I'm like, oh yeah, like how was your season, dude?
Like talking to him about like like a little 17 year old.
That's so cute.
Hey, where'd you decide to go to college next year?
So some of the stuff like that is definitely some of the good experiences you get out of
it.
So would you say most of the interactions that you have and deal with are mostly?
Mostly positive.
I would say positive and mostly families.
And then older people.
Well, I say this all the time, like 95% of our clientele and our interactions are positive.
Very much so.
That's amazing.
It's the 5% that ruin it for everybody.
That make it feel like 20%.
Are those 5% normally like older individuals or the families?
Both.
Okay.
Older individuals and then like families complaining about what the kids can't do.
It's like, dude, your kid's eight.
He's causing problems.
So funny.
He can't be live unattended all over property.
Like he can't just run around with no shoes and no shirt all over the place.
That makes sense.
What doesn't make sense?
In the restaurant?
Wild.
It sounds like there's a mix of people who were there for a good time, but also there
were families.
Have you ever had any kind of like inappropriate situations that maybe weren't meant for families
that you've had to deal with?
Yeah, I've had a situation where it was late when I was probably 7.30 and our properties
like right on the water.
So we have a water slide.
Ooh, fun.
No, we hate that water slide.
Oh, sorry.
Usually for five to 14 year olds.
There was a group of people that had been drinking and they pulled their boat up onto
the water slide.
And two of the girls thought it'd be fun to take their tops off.
Oh, on a children's water slide.
Yep.
Five to 14.
And mind you, family friendly property.
Oh my gosh.
7.30 middle of summer, very light out.
Oh my gosh.
Lot to drink.
And they took their tops off and proceeded to go down the slide maybe five or six times.
Wait, at no point.
Nobody stopped them and said.
I was the one that told them to stop and I said nothing.
So wait, wait, wait, wait, at this point.
So for all of the listeners, Liz was not this property at this time.
So I was not the one telling Dylan to do anything.
I enforced nothing.
Oh my God.
That's hilarious.
But did a supervisor tell you, hey, go figure that out?
We had no supervisor at the time.
It was like too late in the day.
Enjoy yourselves.
It was late.
It was two hours past the time any supervisor had been there.
Oh my God.
So you were like, this is my job to do something about it and I'm just not going to do it.
I'm just going to sit here.
So I'm guessing it was a good view and look at titties.
I was close.
Okay.
Were you on the gang way?
Like or on the beach?
I was by the boats.
You were, you were on the dock.
Correct.
Looking at the slide.
Correct.
So for the listeners, that's about 20 feet.
Oh my God.
I would say.
Our coworker, a dock attendant was on the other side, maybe 15 feet away.
No less than that.
So y'all are getting a good show.
No, based on the knowledge of the property and the employee, he was no more than like
eight feet away at the time.
All right.
So you guys were close.
Were any children watching this?
No.
Okay.
Well, that's good.
Too late.
It was past our bedtime.
Just me.
Oh my God.
Private show.
Oh my God.
Just you, the dock attendant and two topless women.
And their boat.
Nice.
Were their husbands present?
Like driving them?
There were two guys egging them on.
I wouldn't say they were their husbands.
Were they big boats?
No.
Oh, I like big boats and I cannot lie.
Pretty boats.
Nice.
Pretty boats.
Okay.
That's cool.
Sorry Dylan.
That's a tag back to previous episode, but I was teeing it up for both of that.
Actually, no.
Previous episode that's not yet released, but at the time of you listening right now that
is released.
Yes.
Thank you.
You just broke my brain on that one.
But I'm correct.
Yes, you are.
Yeah.
You got there.
Those are some of the perks though.
Oh man.
Some of the perky.
The nice parts.
Well, like in our clientele, basically like 75% of women have boob jobs, right?
You are in that area.
Like when you say Dylan, a good amount.
I'd say like 63%.
That's so funny.
Super accurate.
Well, on that note, let's wrap this up here.
Bill, do you want to take us out?
No, you take us out.
Me?
Yes.
I love it when you end the show.
Well, Dylan, thank you, thank you, thank you so much for coming on the show.
We really appreciate it and you are a fantastic guest.
Yeah.
Thanks for having me guys.
Super fun.
Miss B, always great to have you.
Happy to be here.
Bill, thank you so much for everything you do and thank you for hosting us.
You are welcome.
And on that note, thank you for listening.
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