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Welcome back to Tales from the Service Industry. I'm your host, I'm Bill. With me on the mics

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tonight, we have Ms. B. Hey guys!

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Liz, our resident deviant. Hey team.

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Gwen, welcome back. Hello! How we doing?

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It's been a week. It's only Tuesday.

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And I'm over it. Over it.

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And it's only Tuesday. It's only Tuesday. I cannot believe that.

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Unfortunately, it's still January, even though our listeners will be hearing this at a later

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point in time. Because we're still currently in between seasons.

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Yeah, even to make it more mixed up is that it felt like summer today.

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It was hot! Talking about between seasons.

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The last couple days. Yeah.

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But it's supposed to rain like crazy this weekend.

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Over an inch. Yeah, some are saying a couple inches.

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With suspected flooding in some areas. A couple inches can make quite a difference.

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Always. Especially on a weekend.

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Are we still talking about rain? Of course we are.

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Okay! Making it rain something.

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For, it's good for the environment. We need rain in our state.

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We too. Okay.

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I love rain. Anyway, Ms. B. is so immature.

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I am. I didn't know it's just been a long week.

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Like my brain, it's just all a mess. I'm just, I'm holding it together.

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Well, you have been handed a horrible last couple weeks.

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I have. This has been like one of the hardest couple weeks slash now nearly a month of my

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career. I think we kind of touched on this last time.

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Like my whole hotel is falling apart and all the systems going down and all the issues.

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All the IT problems. Yeah.

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They've gotten worse. They have.

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They got worse before they got better. Like all the phones stopped working.

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Everything that could work stopped working. And so we were in the dark for a couple days

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and they brought some systems back online, but it was like one computer and then it was

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two, one in the back, one in the front. And there are a lot of guests who have been like

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really patient and kind and like understanding to an extent.

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And then so they're not anymore. Yes.

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Like I specifically remembered this group of guys that checked in. There were six guys

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and one guy reserved it for all of them. So all under his name and they're like, oh, we

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want to change our method of payments and this and that. We're like, well, nothing works.

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So you're going to have to do that later. And so this week I'm dealing with the fact

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that all of the rooms were charged to his card because the systems didn't come back

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online while he was there. And he's just all pissy.

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Have you heard of Venmo or Zell? I know. Like you're grown ass adults.

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But it's, they're just all bitching. Why were six guys staying at your hotel?

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We're a business hotel. Yeah. Okay. Yeah. No, they're just lame. Right.

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So then he can expense that out. Exactly. They were very pissy because they

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weren't all getting rewards. They all had their own rewards and there was under somebody

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else's name and so yeah, they were just grown adults during a time of tantrum. We're like,

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how long was their stay? Two, three. You can give up two, three nights for your fricking

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rewards that you really do anything to not to these people.

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It's so cute that you think. Yeah. Give it up. It's no, they don't. No, they

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don't. That's so many points that you're actually not paying for because you're expensing it

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because it's a business trip. Yeah. Yeah. Yeah. They actually didn't pay for it. Yeah.

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But they will argue that. Oh my God. Yeah. So speaking of grown adult men during temper

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tantrums. But that is what we've talked about. Things

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guests can do differently to kind of change the situation, especially like in this instance,

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suck it up and forget about your rewards points. That is how you rectify the situation and

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you are a nice kind of guest. No, they'll just throw a temper tantrum.

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And then when I have a difficult time giving them what they want, they go to the next level

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and then the next level we tell them like, look, I don't give you your points. Just show

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them this receipt. I was just going to say they can fix it on the back end. Exactly.

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There's ways to fix it. They just want it done. It just takes them extra time.

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So speaking of grown adult men during temper tantrums, I had another one of those because

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of all my systems and everything going down. This was this weekend. I had the pleasure

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of working the PM shift for Hotel MoD and it was a pretty uneventful shift for the most

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part, which is always a sign. And I probably thought that to myself, which is why it happened.

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So I'm behind the front desk doing my thing and one of the bartenders comes over. She's

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like, can you help me? I need help dealing with this man. And I'm like, Oh, what happened?

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It's like a grown adult as throwing a temper tantrum because he can't charge to his room.

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And I'm like, yeah, I mean, I'll explain it to him. But again, with all our systems being

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down or room charges were down, the bar had like a standalone system that could take credit

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cards or cash. The interface to like charging to the rooms wasn't working yet. And so she

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was just really upset. He's like, yeah, he's freaking out about it. And he told me he's

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going to call the police on me. Police? If I don't let him charge his room. I'm like,

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are you kidding? She's like, Nope. I'm like, Oh, that's gonna be great. So I go over there

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and it's a guy and he's sitting on the couch with his cocktails and next to another guy.

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And I'm like, Hi gentlemen. Oh, I heard that we were a little frustrated over here. What's

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going on? And I said it different than that, but still similarly. I thought you were being

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serious. Like, okay, go on. I mean, a little bit serious. Okay. I said something that was

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mildly condescending, but in that situation, I think you were valid to be semi condescending.

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No, but I, you couldn't tell by the look on my face. I was like, I heard we were a little

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upset about something over here. What's going on? And there was so much genuine concern

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on my face. And he's like, yeah, this bartender won't let me charge to my room. I am a blah,

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blah, blah, blueberry elite. And I stay in hotels all the time. I know you can do it.

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And I was like, Oh, okay. I totally understand how frustrating that is. But right now I'm

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sure you checked in in the last day or so, right? It's a guy. I'm like, did you remember

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how we checked you in on a piece of paper when we gave you emergency keys? Yeah. I'm

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like, you notice how we couldn't run your credit card? Yeah. I'm like, that system is

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down. So there's not a way to charge it to your room when we can't even check you in

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in the actual system. We have to do it in a manual process. I know you guys are able

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to, you're just saying that. I said, sir, just, I want you to hear me out for a second.

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Why would we say that if we could do it? I said, what do we have to gain from not allowing

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you to charge to your room? And I like, wait. And then he keeps arguing. Well, no, I know

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you can do it because I don't know. I'm like, is that because of all the hotels you've worked

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in? Oh, you did not say that. I didn't might've slipped. It was a late Saturday night. It

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was a long week. And always goes over so well. It's done some, it's done some response. No,

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it's just, I know you can do it. You can just get into the computer, do it in the back.

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I was like, sir, we couldn't even check you in and make you keys. I said, we have to use

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a binder with pre-made keys. The system is not up. I promise you, I'm not lying to you.

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I said, wait, there's nothing for us to gain by not allowing you to charge to your realm.

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There's nothing. No, all you are doing is opening yourselves to loss. Yeah. And I'm

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like trying to explain this to him, but it will not go through his head no matter how

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hard I try. And I'm like, okay. I was like, look, I can see this conversation, you know,

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we're not really moving in a positive direction. So I said, this is what I'll do for you. I'll

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go ahead and take care of your two drinks. And then if you have any other drinks, you'll

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just have to pay for those with a card or cash because you didn't know you couldn't

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charge it to your room. So I'll take care of these for you. Just know any future drinks.

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You'll just have to pay for it with card cash. She's like, well, I'm not going to do that.

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And I was like, okay, then you don't have to drink anymore. But still I'll take care

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of these drinks. Very sorry you're frustrated, but there's nothing else we can do. I know

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there's something you can do. And I was like, okay, well, why don't you guys go ahead and

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have a good night? I'm gonna head back to the desk, but let me know if you have any

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other questions. Was he fishing for points? I don't know what the hell he was fishing

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for. Sounds like he just wants to fight. He literally, that was the vibe I was getting

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like, he didn't bring up calling the cops to you. No, he did not say the cops thing

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to me. But he did say he's like, I want you to call your GM right now. And I was like,

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sir, it's Saturday night. She's, she's not available. And he's like, yes, she is. I want

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you to call her right now. And now at this time, I'm just getting really frustrated.

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I said, yeah, I'm not going to do that. And he's like, why not? I said, cause she's not

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here and she is not available. Cause he did say, I want you to call him. She will call

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you Monday. Well, that's not going to work. She needs to call me first thing in the morning.

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And I said, yeah, that's, that's not going to happen. But why don't you gentlemen have

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a lovely night, enjoy those drinks on me and then go ahead and use your car to purchase

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any more drinks. And then you try to talk. And I just turned around and walked away.

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I'm done. I walked away like, Nope, we're done. Yeah. I was so pissed. That's like the

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woman that was arguing with me one morning. And every time I was trying to explain to

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her why we were doing what we were doing, she kept looping back to the same statement

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again and again and again. And that was, well, we'll just have to agree to disagree. Oh,

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I hate that. And after like the third time of trying to help her and explain the situation,

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clear up any confusion, just not having it. I looked her in the eye and I said, ma'am,

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like you mentioned earlier, we may just have to agree to disagree. And I walked away. Yeah.

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And it was the most satisfying thing. Satisfying at the same time. You just want to like punch

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things and ring somebody's neck. Yeah. That was in there too. Yeah. I do have a question

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though. What? You have emergency backup keys and a binder. We do. Like room assigned keys

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that you. Every hotel has them. Pre-made in the case of this kind of emergency that you

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can't make keys. Usually. No way. Yeah. So what they're referred to is a fail safe key.

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When you check into your hotel and your account gets checked in and they generate a key for

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you, it's encoded with your stay information, your date of arrival, departure, room number,

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et cetera. So electronically your key is telling the lock that it's good from X time on X date

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to X time on X date. Right. Fail safe keys don't have that. Or good 24 seven three six

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five. Well, fail safe keys have a trigger feature. So they have no start date and no

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pre-programmed end date. Infinite. Correct. Now why I say no pre-programmed is that they

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are pre-programmed to expire from the first day of use. So and the hotel determines what

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that time frame is. Twelve hours, 24. Well, yeah. So like when I've put together fail

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safe keys for hotels, I go off of what our average length of stay is. So if my average

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length of stay is four point seven nights, then I would create all of those fail safes

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for five nights. Okay. You create them in a series. So you would have series one, two,

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three, however many fail safe series your brand or your management company would recommend

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or require. So for me, I've always generated two. So two sets. And you have to use them

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in sequence or at least the systems that I've worked with. You'd have to create them in

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series. So if you started with, you know, binder one, you go binder one to binder, whatever.

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You don't want to start at the high number because that'll jack up your keys. So in your

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case, Ms. B, how are you dealing with like expiration of these keys? For most of ours,

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is it an honor system? Are you hoping to get them back? Our hotel is almost always full.

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So there's always usually someone checking in after when you make a new key for the lock,

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it does deactivate the previous programming. So like somebody is like, do no one's not

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going to work anymore. And I know that because we accidentally did that. We made someone

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once the keys were up, they had one of these fail safe keys and we made them a new key

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because when the system came back up, you had a new key and the other key stopped working.

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But anyways, these fail safe keys, we usually call them emergency keys and our emergency

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key binder. They don't look like the hotels keys. They try to make them look different.

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So they stand out. Yeah. So I worked at a property, we had SpongeBob fail safe keys.

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Yeah. So all the keys in the binder were SpongeBob and Patrick. I mean, I might want to keep

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that, right? But it's like we can easily identify them because they don't look like all the

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others like, ah, there's a SpongeBob. That's our key. So the hotel I'm at, we have these

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binders. Yes. Where are they kept? Probably with security. They're either with security

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or your director of front office. And I usually have it hidden somewhere because you don't

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want them. They're an emergency location. Like you're with your action plans. Yeah.

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I have no idea. There's a lot of training that goes into emergency planning. Yeah. And

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not to be a stickler, but there is a difference between an emergency key and a fail safe.

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There is. Yes. So you use your fail safes in the event of an emergency power outage.

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Great example. Right. System shut down like you're going through. Great example. Emergency

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keys are encoded differently. Okay. Is that why mine stopped working when the next lock

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hit? No. So with emergency keys, they will typically have an override built into it for

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security features like your dead bolts. Oh, those are like true E keys. Yeah. Oh, then

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no, mine's probably a fail safe key or whatever. It's a binder. It would be a fail safe. It's

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a binder. There's fancy ones that will override your deadlock to the day. Well, I knew that

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because I know director of engineering has that, but nobody else. So sorry, I'm like

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stuck on this. This is like so interesting to me. But like, well, it's the safety nerd,

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right? Yes. Safety committee. Okay. Like housekeeping and like front office have these like master

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fobs that just open any hotel room or not necessarily. No. Depending on their level.

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Yes. But lots of hotels will do different things because you guys have worked at really

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large properties. You can tell like housekeepers have to sign out certain keys. Okay. They're

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working because that's their block of rooms that they are cleaning. Yeah. There's programming

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that's being done. Like, yeah. Is that is that what you do when you're opening the day

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and housekeeping? Yeah, you're signing keys and all that. Okay. I'm learning a lot. I

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like breaking the house. That was my favorite. What do you call it? Breaking the house. Breaking

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the house. Yeah. Breaking it down. Kind of. We're gonna down and open. Well, what you're

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doing is figuring out what rooms are going to be cleaned that day. Right. Yeah. And who's

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going to do it and how long is it going to take them? And when do they need to take their

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lunch break? All of that good stuff. I would love that job. It's fun. I would really like

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that. It's a big old puzzle. Yes. It's a lot of projects and puzzles and just, oh, but

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I think I could do it like once every two weeks, not every day. You start to get into

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it. If you want to come in at 6 a.m. sure. Is that when the housekeeping manager? I never

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got in at 6. I know. I don't believe the hype. I would I could break the house in like 15

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minutes. I'd get there. My girls would come in at like 8. So I get there like 7 15 7 30.

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You got to work that early. Yes. It's back to my housekeeping days. I know. It's not

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me anymore. Miss B is lucky if she's there like 8 50. No, 8 59. I got told this morning

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I was late. Like actually I was here at 8 59. So I wasn't like where were you at 8 59 walking

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into the back office. A stand up was about to start. Like you're late. I'm actually not

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on clock in. What's the phrase? I'm sorry. If you're on time, you're late. Right now

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I'm running that hotel. So fire me. Just kidding. I'm totally kidding. Speaking of shitty weeks

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and continuing the thing at associate issues and Liz you'd said you know how many people

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just want to walk out and quit. Yeah. You know with all my IT issues. Yeah. My night

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out or walked out and quit. Shut up. The one that trained you. Yeah. My full time night

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out or just walked out forking quit with all these issues. He was just like nah I'm good.

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And this is going to sound bad because you know we're all just getting by at this point.

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But so literally the system was down. This was day three and you know all of us are just

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trying to get by. But that day was getting better. We had one computer up on day three.

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One. How many phones? None still. That was until day four. So Bruna comes in that night

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and was like everything's still down. My supervisor was like yeah. He's like well you know IT's

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here. They're working on it. We have one computer up. And he was trying to explain to him like

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what was going on. What the plan was. And he just was like no no I'm done. I'm done.

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I can't do this anymore. I quit. Effective immediately. And then like slammed the door

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walked out. Everyone was like what. Wait he didn't like sit down and talk with you. No.

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So this was like he was coming in for a shift. I'm assuming at like 10 p.m. 11 p.m. Yeah.

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And he just walked out. And the team was just stunned. And then they tried to call me like

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crazy and they know. It's 11 p.m. I'm asleep so they gotta call me at least 100 times.

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So finally I wake up. They're like uh Bruna just walked out. I'm like what. And they're

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like he just said I quit. Effective immediately. And walked out. And I was like oh my god.

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And then we had to figure out someone to get in there. Did he like. Did you talk to Bruna?

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Yeah did you. Did you follow up with an email. Is he okay? Yeah I gave it a day. You just

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call him hey Bruna. No I just wanted to. Just checking in. I sent him something. I was just

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like hey um you doing okay. I was like I heard what happened. I just wanted to touch base

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and make sure you're okay. That seemed really out of character for you. Out of character.

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I hope you're doing all right. Let me know if there's anything that I can do. And then

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he sent me like a tirade of a rant. And I was like oh okay. So he was holding on to

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it. He was just all. Designed effective two days ago. And I was like okay. I did want

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to give you a day if you. You know I don't want you to make a decision out of impulse

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that you know that could hurt your you know livelihood and well being. So I did want to

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give you a minute to think about it. And I said if you. Okay it's a full time night auditor.

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I know. Full time night auditor. Full time night auditor. But I was like you're just

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trying to reel him back in. And I was like you know if you want to take a minute to think

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about it all of us would understand it's been a really frustrating week for everyone. All

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of our emotions are really high. And he was like yeah I appreciate that. I'm going to

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think about it. I was like okay. No worries. Just we'll touch base in a day or so. And

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he's like okay sounds good. 24 hours please. Yeah right. And so 24 hours later I was literally

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going to text him say how are you feeling. He was just like yeah I think it's just too

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much for me. I was like okay. Have a good life. So he quit. Effective immediately. And

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all of us have been saying that since. It started in the front office because the front

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Tuscanians were there when he did it. And they're like what the. Something would come

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up like super dumb and inconvenient. They're like that's it. I quit. Effective immediately.

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And they storm out. And then. I'm not going to lie I would do it. We've all been doing

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it now and I did it. And then the GM heard it. She's like oh my god is that what he said.

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And I'm like yeah that's what he said. And all the managers are doing it. If I were your

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GM I would immediately pull the footage. And like I want to see this. He said that but

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it was in the back where there was no camera. So he was in the back office. The front Tuscanians

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around that time they kind of congregate in the back. They're eating and talking. Go on.

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And so they're like you just like they're making their talks. Right. Seriously. Effective

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immediately. Effective immediately. And he stormed out the back not towards the cameras.

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I was like oh my god dang it. That's a shame. Put a blade that'll move for the rest of our

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lives. Yeah but you know what though I want to get a t-shirt made in Bruno's honor. Yeah

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I do too. Long sleeve pod logo on the front and the back and then down the sleeve it'll

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just say effective immediately. Yes. Yup. Oh my god. I got it. Literally. Science studio

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is going to get to work. And it's yeah now everyone's just saying that. Like I think

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this actually wasn't this week. That was middle of last week so it's now just a thing. But

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so I was saying this to Miss B like I think if he really wanted to keep the route of night

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auditor he could find another job in a day. Yeah. Yeah. Yeah. Absolutely. He'll have no

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problem finding another job. But in fairness in my market jobs are a hot commodity. It

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is very easy for me to hire. Oh. I've already filled the position. Whoa. Really? I opened

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my night on it position Saturday night when I officially got the confirmation he wasn't

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coming back. I had 128 applications by morning. How many with experience? Better question.

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Very much better question. Not as many. Three. Yup. But I had someone reach. You got a train?

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No. No. You got to at least have hotel experience for a night. What is it to roll the night

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over? Is that the correct term? It is very complicated at full service properties especially

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when they make them do all the accounting stuff. Look at Liz taking notes. I'm proud

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of myself. My thing always was when I was looking for a night auditor is like who can

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I trust to be in this hotel while I'm sleeping? Yeah. And they're the manager on duty. Yeah.

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And to not call me every night. That's true. I mean that's part of it. While I am sleeping.

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That's part of it. Burn up in flames. So you filled the position. Yup. I offered it today.

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So Bruno number two. Bruno or Bruna? Bruno. Oh okay. He's way overqualified. He moved

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to the area from Hawaii. Why would you move back? Such a nice guy. He's been a security

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supervisor which we need. Would you move from Hawaii to Miss B's hotel location? No. If

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he knew what it was probably not. I didn't know what it was. You didn't move from Hawaii.

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Oh moved from Hawaii. Well the island you're landlocked. Cost of living. Cost of living

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were cheaper here. Inland yeah. On the mainland. Oh the mainland. Don't fool yourself. Not

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here. Not right here. Not the inland. I actually did ask him in his interview why he moved

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from Hawaii. And he's like to be closer with family. He is a younger brother he takes care

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of and he needs help and he's now living with the aunts. No. Oh so he wants to do the thing

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during the day and then work at night. Yeah. Do the family thing. Yeah. And he's not like

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when I say young brother he's gonna go to college this year. I remember my college days.

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You're taking care of a younger brother. No you don't. Yeah. No I don't. Who does? Yeah

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right. Liz be honest. Liz remembers everything in college. And anyways yes it's been a fun

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month guys. Like I said my brain is scrambled eggs. Or is it fried eggs? I just feel like

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it's all mushed together in a mushy. Are they mashed potatoes? Yeah that too. Well earlier

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she said a bag of worms. Bag of worms. Is your brain a bag of worms? She does tend to

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mix her metaphors. I do. Yeah. For me? That's normal Ms. B. So where are we drawing that

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line? Totally. Before or after the comma. I mean your brain is brilliant in other ways

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but you can't figure out the difference between a thousand and ten thousand. It's the words,

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numbers, math. I don't math. What about decimals? I know what a decimal is. On this note did

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I tell you they make fun of me in accounting now but they've also stolen my word. It's

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probably not a good thing. I use math like a verb. Like I was down there doing something

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she asked me a question like oh no no no I don't math. And she looked at me and then

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laughed and now the other accountant that's down there she's like oh yeah she says that

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all the time now. She's like hold on let me math. Hold on I gotta like. Let me math. And

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now they. That's a thing. That's a front office thing. See my accounting team like loves me.

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Must be nice. They always hate front office. I really impressed my director of finance

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the other day when I was talking about. So we did have a. If you could feel my face right

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now. I know there's so much fire from this side. We did have a Duffy incident. I don't

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know if I shared that. The one that nearly caught on fire? No. They ran into a dock.

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But the sun was in their eyes. It was like right at sunset. Is that an excuse when you

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drive? No. It's not an excuse for the boat. Dumbass. But there was like bumpers. Yeah

302
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the damage. We're like five miles an hour. We've actually ran into one before. Yeah.

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Oh I think they were going full throttle. I was gonna say it takes some force. So I

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think it was a really full boat. There was ten people. Like there was a lot of distractions

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and I think they were docking and dining. It's very popular in our area. And they ran

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into a wooden dock which doesn't have the rubber guards like new manufactured docks

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do. But they came back to property and like fessed up to it immediately and pointed and

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they're like we bumped into the dock. It was fiberglass damage. It was a pretty easy fix.

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$1,900. Oh just an easy fix. Yeah it was pretty cheap. Good lord. They didn't hoot and holl.

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They said oh my god yeah get it quoted. You know we'll pay for the damages. No problem.

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They paid $1,900. Yeah beautiful. I miss that area. That is an amazing guest though. Amazing.

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Member or guest? They were members. There we go. They were members. There's a difference.

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They also live in the area. Like very close in the area. Got it. And the rent is astronomical.

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So like their cost of living is through the roof. So $1,900 is no. Chunk change. It's

315
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like going to dinner for them. Sofa money. Yeah. But my director of finance like I put

316
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through the damage charge and submitted the invoice all at once and da da da. And she

317
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was like okay we're going to change the GL of your PO so it doesn't hit your expenses

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because it's a wash because we're charging the member for it. And I'm like oh yeah what

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GL are you coding it to? And she set a number and I was like wait wait wait that's on the

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balance sheet right? So it doesn't hit the P&L and it washes out. She literally looks

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at me and she goes I'm so proud of you right now. You listened. That was amazing. I listened.

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And I like went to everyone in accounting and I just impressed her. You just mathed

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in accounting. I just mathed to the director of finance. No I don't know how that works.

324
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Oh my god. There was numbers involved. You just need your finance codes. I'm so proud

325
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of you. Right? I'm so proud of you. It is scary and overwhelming when you look at it.

326
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Balance sheets are no fun. Auditing balance sheets are even worse. Yeah. No. I don't math.

327
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Oh I was so bad. No numbers for me. And then they tried because I was over budget because

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the PO still like hit my line but you know it's obviously not a month end. They haven't

329
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moved it over yet. The assistant director of finance I submitted a PO and she goes you're

330
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over budget for the month. I go I'm actually not. Look at this PO. It is going to the balance

331
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sheet. So I have $1900 to play with. On that note who wants to hear about another A-hole?

332
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Only belt. Only belt. Only belt. Only belt. Only belt. Only belt. Only belt. Only belt.

333
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I'm the only one here. Oh you're going to appreciate this one. It's not a long one.

334
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It's a short one but it's enough to make you like want to punch someone. It's my everyday.

335
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Everyday. Multiple times day. So my front desk agent. Sweet young thing. Bless her heart.

336
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Bless her heart. Hasn't been on the job super long. Bless her heart. The southern way of

337
00:27:32,960 --> 00:27:38,520
saying it does. Oh she's so green. Wants to do a great job. Always smiling. Always sweet.

338
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Bless her heart. Still has a soul. You know one of those. And this. Still believes people

339
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are good. Yes. So cute. Did you just say that still believes that people are good? Yeah.

340
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That goes away. Give it time. Your hotel will knock the new offer in no time. I know. I've

341
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just want to protect her sweet little innocence but yeah. So this guy comes up you know the

342
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highest level of blueberry there was. So he comes up it's like nine in the morning and

343
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he's like yeah I want to check into a room and she's like I'm so sorry we don't have

344
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any rooms ready. I can go ahead and put you on the wait list. I'll get your phone number

345
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and give you a call as soon as I'm available. He's like no. I am the top blueberry. I need

346
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to check in now. I'm the bluest blueberry there is. Yeah. The blueberry elites. Blueberry

347
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elites. And she's like uh the rooms. I'm like you know your brain breaks a little bit. I'm

348
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like he must not have heard me. She's like oh I'm so sorry but I don't have a room ready

349
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right now. What I can do is and repeats the options. He's like yeah I don't I don't think

350
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you understand. Where's your manager? And she's like uh okay. Comes against me. She's like

351
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she's all confused. She's like I told him but he doesn't believe me. I was like okay

352
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I'll talk to him honey. He doesn't believe me. She's so sweet. She's so darn sweet. It's

353
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like it's sad. He thinks I'm a liar. I know. So I go out there and I'm like oh I can't

354
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wait for you. Bless her heart. I said hi sir. How can I help you today? He's like I'm trying

355
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to check in and she will not check me into a room. I'm like oh so that's because we don't

356
00:29:10,920 --> 00:29:16,800
have any rooms ready. It's 9 a.m. We were sold out last night which means we're still

357
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waiting for checkout time for guests to leave. Well this is ridiculous. I know how this works.

358
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He's like I know you have rooms that you didn't use last night. You weren't. And he's trying

359
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to tell me what happened in my hotel last night. I'm like oh really? I'm like no sir

360
00:29:31,000 --> 00:29:36,040
we really were sold out last night. I don't have any rooms. I was like what I can do is

361
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the very first room that becomes available regardless of what type of room it is I can

362
00:29:40,800 --> 00:29:45,240
give you a call and get you checked in. Well no I want a high floor. Handicapped. No you're

363
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gonna get handicapped double queens on the second floor sir. Exactly what's gonna happen

364
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there. Overlooking the loading dock and the dumpster. Yes. But I was like I can call you

365
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the first room regardless of room type right? He's like no no no. I want a king high floor.

366
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I'm like well you're gonna have to wait for those elite guests to check out of those rooms.

367
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And they could have late checkouts. With their elite blueberry checkouts. Yep. Even though

368
00:30:06,640 --> 00:30:11,720
they're raspberries they're guaranteed a 3pm checkout. Yeah. And so I'm trying to explain

369
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all this and he just has to just have to like he just will not accept his answer and he

370
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just gets all frustrated and walks away and I'm like okay bye. And he leaves and I'm like

371
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sounds great. I go back to work. Did we even get like his information? No wait list. No

372
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he stormed off. Nope. I see where this is going. No name. Nothing. I don't even know

373
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who this dude is. To like pull up your reservation. No. Make sure you had one for the day. If

374
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I'm reading the situation right we're about 30 seconds from a phone call. No. Oh he didn't

375
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know of any case? Is that what you're getting at? Uh huh. Nope. So the girl comes back out.

376
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I go back and do my thing. Not even 10 minutes later she comes back. She's like he's back.

377
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I'm like okay. She's like he wants to talk to you. And I was like you got it. I go out

378
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there and I'm like hi there. Uh were you coming back to give us your phone number and so we

379
00:30:58,040 --> 00:31:01,640
can pre-register your reservation? He's like no I want to check in. And I'm like there's

380
00:31:01,640 --> 00:31:05,440
something broken with this man. There's something broken with this man. And I was like okay.

381
00:31:05,440 --> 00:31:09,720
And he's like I went up and I was on the eighth floor and I saw the housekeeper come out of

382
00:31:09,720 --> 00:31:15,520
room 802. That room is clean and I know it is. You can check me in. And I was like oh

383
00:31:15,520 --> 00:31:21,800
okay. Well in my system it's not clean yet so I can't check you into that room. I said

384
00:31:21,800 --> 00:31:26,160
but I can put your name on the wait list. Get your phone number and give you a call

385
00:31:26,160 --> 00:31:30,560
back. No no no. I was up on the eighth floor. I was looking. She came out of that room.

386
00:31:30,560 --> 00:31:34,920
It's clean. I thought that happened. But you have no idea. It could be clean because of

387
00:31:34,920 --> 00:31:40,080
a stay over. Ding ding ding. And they're very clean people that keep their luggage in the

388
00:31:40,080 --> 00:31:43,680
closet. And also you think I'm just going to take your word for it? Oh yeah. I'm just

389
00:31:43,680 --> 00:31:48,920
going to check in. More importantly. You said oh no the housekeeper finished that room.

390
00:31:48,920 --> 00:31:54,120
In my system it's dirty. Well and I don't know if we've talked about this on the pod

391
00:31:54,120 --> 00:31:59,240
yet but the rooms need to be inspected. Second inspection. Ding ding ding. So the housekeeper

392
00:31:59,240 --> 00:32:03,640
cleans it. Yeah but you don't know when a lead or a supervisor or a manager is going

393
00:32:03,640 --> 00:32:08,520
to get to that room to inspect it and then mark it clean. Yes but also and I actually

394
00:32:08,520 --> 00:32:12,640
told this to the guest because again his little brain was breaking. I had to be like sir I'm

395
00:32:12,640 --> 00:32:17,320
sure you saw what you saw and it looked clean. I said but there are many circumstances I'm

396
00:32:17,320 --> 00:32:22,080
not aware of. Number one it doesn't show as clean in my system so I can't check you in.

397
00:32:22,080 --> 00:32:25,520
That can be for a variety of reasons. One it can be a stay over guest. They could have

398
00:32:25,520 --> 00:32:28,560
their belongings in the closet. Maybe you peeked in and you didn't see it because their belongings

399
00:32:28,560 --> 00:32:32,320
were in the closet because the housekeeper just cleaned it. And I said most of my housekeepers

400
00:32:32,320 --> 00:32:34,560
don't speak English so you could have asked her is it clean and she would have been like

401
00:32:34,560 --> 00:32:38,320
yeah because she cleaned it. Yeah very true. It doesn't mean it's vacant. I was like I

402
00:32:38,320 --> 00:32:40,640
haven't talked to her. I haven't talked to the housekeeping supervisor or the manager.

403
00:32:40,640 --> 00:32:44,320
I don't know. Maybe an engineering issue. What is the H? Ding ding ding. You know what

404
00:32:44,320 --> 00:32:49,160
this is going. I literally told him and I said okay and then let's say it is vacant.

405
00:32:49,160 --> 00:32:52,520
I said I don't know if there's something wrong with that room. I don't know if there's something

406
00:32:52,520 --> 00:32:56,060
wrong with them. There's a reason why it's not passed in my system. I said it could have

407
00:32:56,060 --> 00:33:00,040
an AC issue. It could have a TV out. I said we have no idea what's wrong with that room

408
00:33:00,040 --> 00:33:03,280
and the reason why it's not passed. I said so I am sorry I can't check into that room

409
00:33:03,280 --> 00:33:09,200
but until it is clean in my system I can't check you into it. She could have not had

410
00:33:09,200 --> 00:33:13,760
enough towels to fully replenish it and she's gonna come back later. There's so many things.

411
00:33:13,760 --> 00:33:17,520
So many things. The guests do not understand that just because the housekeeper comes out

412
00:33:17,520 --> 00:33:22,320
doesn't mean the room's perfect and ready to go. No. Soap. A pillow. Name a thing. Someone

413
00:33:22,320 --> 00:33:26,960
could have stolen a pillow. The stupid dispensers that are like mandated now and you have to

414
00:33:26,960 --> 00:33:30,640
have the stupid wall dispensers. The window curtain could be ripped. You know the worst

415
00:33:30,640 --> 00:33:35,140
part about that is is that they've changed the spec twice already. Oh bastards. How do

416
00:33:35,140 --> 00:33:41,120
you change a wall mounted thing? You have to buy all new brackets for the brand new

417
00:33:41,120 --> 00:33:44,920
product. Well if I remember correctly the brackets weren't the best in the first place.

418
00:33:44,920 --> 00:33:48,600
Yeah well you know what that's boo on them then. Yeah. Because. Don't roll it out if

419
00:33:48,600 --> 00:33:51,920
it's not ready. Well not only that but then look at all the different properties that

420
00:33:51,920 --> 00:33:57,200
had to shoulder the expense of their bad design in the first place. True that. And then we've

421
00:33:57,200 --> 00:34:04,040
lost points during audits because we had a mix of the new and the old product because

422
00:34:04,040 --> 00:34:08,280
they didn't have enough of the new product to supply all the hotels from previous bad

423
00:34:08,280 --> 00:34:13,440
products. That's not going to go on our balance sheet. That's going to hit our P&L. Sounds

424
00:34:13,440 --> 00:34:19,560
like a CapEx issue to me but sure. Yeah that would be. Oh my hotel doesn't have CapEx.

425
00:34:19,560 --> 00:34:24,120
The owner doesn't believe in that. So it all hits our budget. What? No you have to have

426
00:34:24,120 --> 00:34:29,880
a slush fund. Oh you think. Well no you have to. You have to. Yeah yeah yeah. Again I am

427
00:34:29,880 --> 00:34:35,560
telling you we don't and it drives the GM crazy and she never makes her bonus because

428
00:34:35,560 --> 00:34:41,200
she is always out of line from her budget because he doesn't believe in having a CapEx

429
00:34:41,200 --> 00:34:44,200
thing so everything hits. He's like no no no just have it hit the budget for like the

430
00:34:44,200 --> 00:34:48,800
month. Like just spur of the moment. We need to spend 50 grand. Yeah so it just hits the

431
00:34:48,800 --> 00:34:52,840
budget and we're like over like 15,000 for the month. I mean everything at my property

432
00:34:52,840 --> 00:35:00,320
over like 1500 can be CapEx. We don't have. 1500 is not a lot of money. I'm going to have

433
00:35:00,320 --> 00:35:02,640
to bring my manager on here sometime so you guys can talk to her and confirm. I swear

434
00:35:02,640 --> 00:35:06,480
to god I'm not lying that's not a thing. We have been trying to get her on. I know. One

435
00:35:06,480 --> 00:35:12,080
day. We'll have to follow up. Maybe I'll send her flowers. When you're in the hospital.

436
00:35:12,080 --> 00:35:17,560
Yes. I'll send her flowers. Flowers you didn't send me. Now you owe me. No you're a manager

437
00:35:17,560 --> 00:35:23,960
not mine. Who is this B? I'll sign it. I'll sign it Liz, Ms. B, Bill. She would know.

438
00:35:23,960 --> 00:35:27,800
She's cool. Should we do that? I like that. Is that a good expense for the pod? Do we

439
00:35:27,800 --> 00:35:32,600
have a line for that? I was going to say where's our line for that? We have no operational

440
00:35:32,600 --> 00:35:37,520
budget for that. We can go over the non-existent budget. Can we pay it with our wine budget?

441
00:35:37,520 --> 00:35:42,320
Oh yeah. Pay it in wine? Oh yeah. Great idea. We're agreeing to this. No no no we have a

442
00:35:42,320 --> 00:35:47,720
wine budget. That's the only line item we actually have yes. Good times guys. We got

443
00:35:47,720 --> 00:35:52,680
off the rails this episode. Any who's he? We kind of wandered. It's been a long year

444
00:35:52,680 --> 00:35:59,080
and we're only 30 days in. Damn. Long year. I can't even say we're a month in yet. I

445
00:35:59,080 --> 00:36:05,560
know. Can't wait for 2025. I know 2025 is going to be our year. No no. It's still early

446
00:36:05,560 --> 00:36:12,680
enough to make 2024 our year. Maybe. It started off so colossally just a cluster. I'm sorry.

447
00:36:12,680 --> 00:36:19,200
Didn't you guys make vision boards? No. You didn't? I am a full time mother, full time

448
00:36:19,200 --> 00:36:24,480
employee manager. I don't have time for that. Gwen, you made a vision board? Of course you

449
00:36:24,480 --> 00:36:31,120
did. Yes. Would you like to share what's on your vision board? Well I decided this year

450
00:36:31,120 --> 00:36:36,600
instead of trying to do the whole like you know. Resolutions. Yes. I went with resolutions

451
00:36:36,600 --> 00:36:40,000
it's easier you just write it down. And then you throw it away. And then you throw it away.

452
00:36:40,000 --> 00:36:44,280
Then you forget about it. That's the thing. I like to set goals for myself through the

453
00:36:44,280 --> 00:36:50,320
year of like who do I want to be by the end of this year. I just wanted to read a lot.

454
00:36:50,320 --> 00:36:55,320
No I love that so much. I just want to make it. Survive. It's a little bit more attainable.

455
00:36:55,320 --> 00:37:00,400
Pay my bills. If you set the goal that I'm going to go to the gym you know three times

456
00:37:00,400 --> 00:37:03,760
a week and then you miss the first one are you really going to go back to the gym? So

457
00:37:03,760 --> 00:37:10,760
you're saying I am very into tangible goals. Yes. Okay going to the gym is great. No no

458
00:37:10,760 --> 00:37:14,840
no no. How are you going to achieve that? How are you going to achieve going to the

459
00:37:14,840 --> 00:37:20,440
gym? These are smart goals. It's measurable like the acronym. Yes. I learned this in college

460
00:37:20,440 --> 00:37:26,400
playing water polo. And not setting yourself to a specific deadline. I want to lose 30

461
00:37:26,400 --> 00:37:32,880
in a deadline. And read 40 books. 40? Geez. I'm going to crush my goal. My goal is 12.

462
00:37:32,880 --> 00:37:38,520
I've read five books and they weren't tiny. I've read two. So far this year? Yeah. I'm

463
00:37:38,520 --> 00:37:44,640
on book six. Miss B and I'm 58% of books six and it's like that thick. Miss B that's what

464
00:37:44,640 --> 00:37:50,440
I do in my free time. Good for you. So we have Goodreads right? You guys know what Goodreads

465
00:37:50,440 --> 00:37:56,480
does? Yes. I made you get the app. We're on it. You did. And I started a book that you're

466
00:37:56,480 --> 00:38:02,640
not on yet so it's okay. She liked that I finished a book and she liked that I started

467
00:38:02,640 --> 00:38:08,600
a book. I was cheering you on. Do you get my notifications on Goodreads? Of course I

468
00:38:08,600 --> 00:38:14,640
do. That's what you do. You encourage your friends to keep going. I'm on book six. That's

469
00:38:14,640 --> 00:38:19,240
impressive. No I do it in an unhealthy way. I stayed up till 3am last night reading and

470
00:38:19,240 --> 00:38:23,240
then I had to get up at seven. It was 1.30 the night before. I know it went till three.

471
00:38:23,240 --> 00:38:28,840
It got worse. I mean it could be worse. You could not be reading until three o'clock in

472
00:38:28,840 --> 00:38:32,160
the morning. Or you could just not sleep. I just obsessively do things. I can't do anything

473
00:38:32,160 --> 00:38:39,200
kind of add. Like yes so I was up till three in the morning. One, two, three. Sorry. So

474
00:38:39,200 --> 00:38:42,760
yeah I was up till three in the goddamn morning when I had to get up at seven. So I was dead

475
00:38:42,760 --> 00:38:49,080
all day today. Okay what else is on your vision board? Yes visions. My face is in the middle

476
00:38:49,080 --> 00:38:54,220
of her vision board. Just blown up right in the center. You need another story. I can

477
00:38:54,220 --> 00:38:59,920
share my a-hole of the week. Yes. My favorite segment. I know I love this segment. Am I

478
00:38:59,920 --> 00:39:08,840
involved? No you were not involved. You were the b-hole of that's the next story. Yes.

479
00:39:08,840 --> 00:39:14,720
It's Ms. B's b-hole of the week. Any whoosie. It's my a-hole of the week. So I had this

480
00:39:14,720 --> 00:39:22,160
guy that checked in 20 days ago. Damn. A week ago he wanted to extend. I had the full conversation

481
00:39:22,160 --> 00:39:27,480
with him about extend up until maximum of 28 nights that he got to go. Yep. Explain

482
00:39:27,480 --> 00:39:30,720
that whole thing to him. He didn't want to do that. He just wanted to extend for one

483
00:39:30,720 --> 00:39:36,720
more week. I said great I will extend you. As of today it's his 22nd day. Okay. So we've

484
00:39:36,720 --> 00:39:41,760
got time right? Okay. So he was supposed to check out today. He didn't. Yeah supposed

485
00:39:41,760 --> 00:39:46,360
to is the operative word there. About 1230 I get a call that this guy has not left the

486
00:39:46,360 --> 00:39:53,120
room yet. Oh no. Now this guy has quite a bit of stuff. He has a dog that is a service

487
00:39:53,120 --> 00:39:57,800
animal. Oh god don't get me started. Quote unquote. I feel that it's both legitimate

488
00:39:57,800 --> 00:40:04,520
and completely bogus. The dog barks incessantly. Not a service animal. But the dog is not alone.

489
00:40:04,520 --> 00:40:09,040
So he's just in the room listening to a dog bark? Yeah. There's a lot of behavior that

490
00:40:09,040 --> 00:40:14,640
is questionable about the whole legitimacy of said service animal. But where I'm going

491
00:40:14,640 --> 00:40:18,320
with this is the conversation that I had with him. So I had explained to him that yes I

492
00:40:18,320 --> 00:40:22,080
can put you through until next Tuesday. He's like I'm going to be leaving. Great. No problem.

493
00:40:22,080 --> 00:40:27,800
Checkout time is noon. Got it. 1230 this afternoon said guy has not checked out. He won't answer

494
00:40:27,800 --> 00:40:32,200
the phone. He won't come to the door. Team is calling. Team is calling. Team is calling.

495
00:40:32,200 --> 00:40:37,080
He's dead. No, no. Well that was a con. This B. No you have to do. I'm sorry. That's where

496
00:40:37,080 --> 00:40:42,440
my brain goes. Legitimately that was my concern. So that's what we did. So one of the front

497
00:40:42,440 --> 00:40:46,360
desk agents went with one of the housekeeping people to do a welfare check and to talk to

498
00:40:46,360 --> 00:40:51,160
this guy. So he actually answers the door at that point. He says oh well I need at least

499
00:40:51,160 --> 00:40:56,360
a half an hour to get my stuff together. What time is it by now? At this point it was about

500
00:40:56,360 --> 00:41:03,880
two o'clock. So front desk agent says I'll give you until three. We'll give you one hour

501
00:41:03,880 --> 00:41:08,040
to gather your things. Generous. They give him a one hour extension to gather all of

502
00:41:08,040 --> 00:41:13,240
his stuff. At 330 I get a phone call. Said guy still has not checked out. I said are

503
00:41:13,240 --> 00:41:17,320
you there at the room right now? Front desk agent says yes. Great. I'll be right there.

504
00:41:17,320 --> 00:41:21,880
So I hussle down. The big dog's coming in. Let's go. The guest has the door to the room

505
00:41:21,880 --> 00:41:27,280
open and as I come around the corner and I look in his room he hasn't packed anything.

506
00:41:27,280 --> 00:41:33,000
Like nothing. What have you been doing for hours? Exactly. Well so he said that. Not

507
00:41:33,000 --> 00:41:37,800
planning on leaving. Well he said that his dog had knocked over his medication and that

508
00:41:37,800 --> 00:41:42,200
he's been picking up medication off the floor for the last hour. That is a weird excuse.

509
00:41:42,200 --> 00:41:46,240
Yeah so I ended up having a conversation with this guy and he starts talking to me about

510
00:41:46,240 --> 00:41:52,500
how he is on. You name it. Pretty much. I mean he started listing drugs that were all

511
00:41:52,500 --> 00:41:57,760
for psychiatric reasons. Another red flag. So we're going down the rabbit hole of excuses

512
00:41:57,760 --> 00:42:02,400
from him as to why he hasn't been able to get his stuff together and he's offering all

513
00:42:02,400 --> 00:42:07,600
of these things that are of a very personal nature. I hate when people do that. I do too.

514
00:42:07,600 --> 00:42:11,840
It's none of my business. Stop trying to make it my business. 100% not my business. It's

515
00:42:11,840 --> 00:42:17,400
completely irrelevant to the situation. So he's giving me all these excuses and I said

516
00:42:17,400 --> 00:42:22,240
look, at this point in the day we really only have two choices. My favorite part of Bill

517
00:42:22,240 --> 00:42:29,160
right here. Hang on this is a little bit modified because there was a little kindness here.

518
00:42:29,160 --> 00:42:33,320
So I told him I said look, either you can get your things together and you can leave

519
00:42:33,320 --> 00:42:37,860
and I'm going to charge you or I'm going to charge you, you can stay until tomorrow and

520
00:42:37,860 --> 00:42:41,880
you can check out at noon. And he goes, well, I think that would probably be best. I said

521
00:42:41,880 --> 00:42:46,080
yes, I would agree that that would be best because as I'm looking at this room, I'm like

522
00:42:46,080 --> 00:42:50,320
there is no way in hell that we're going to be able to flip this room. And sell it that

523
00:42:50,320 --> 00:42:54,880
night. I cannot even flip this room and sell it tomorrow. Oh man. Worse than Christmas

524
00:42:54,880 --> 00:43:00,320
tree lady dang. So you're thinking noon tomorrow. He's not leaving. There's a slight chance.

525
00:43:00,320 --> 00:43:04,280
At least we gathered revenue. Right. So I'm like at least I can secure the revenue for

526
00:43:04,280 --> 00:43:09,200
tonight. And I don't have to worry about passing off to any of my PM people the fact that this

527
00:43:09,200 --> 00:43:13,040
guy is going to be a potential problem. Yeah, I'm here. We'll kind of squelch it now. So

528
00:43:13,040 --> 00:43:18,200
I said to him, I can extend you tonight. Departure time is 12 noon tomorrow. He goes, oh, I really

529
00:43:18,200 --> 00:43:23,320
appreciate that. I said, well, here's my concern. My team made contact with you three hours

530
00:43:23,320 --> 00:43:27,880
ago and you have done nothing to move forward with getting your belongings packed to leave

531
00:43:27,880 --> 00:43:33,080
today. So what I need you to do is take this opportunity and the next 20 hours and get

532
00:43:33,080 --> 00:43:38,560
all of your things together because at 12.01 PM tomorrow, if you are still here, I will

533
00:43:38,560 --> 00:43:43,120
be back. And so will the police department. You will be leaving tomorrow regardless. He's

534
00:43:43,120 --> 00:43:48,200
like, oh, he's like, you're such a nice guy. And I'm like, shove it up here. Sorry. I'm

535
00:43:48,200 --> 00:43:53,520
like, you're right. I am a nice guy. He goes, but I know that nice guys have a boundary

536
00:43:53,520 --> 00:43:59,560
and then they become always said that I did not. He did. And I said, well, I wouldn't

537
00:43:59,560 --> 00:44:05,480
say that I'll be my back at noon. I said, but I will have a boundary at noon. So we

538
00:44:05,480 --> 00:44:09,160
will see what happens. Oh, God, I can't wait to hear what happened in the moment story.

539
00:44:09,160 --> 00:44:14,480
Yeah. So right now we're in the option A and option B part, right? Let's see what option

540
00:44:14,480 --> 00:44:18,840
C chooses. I was talking to my brother on my way home and I even brought up the fact

541
00:44:18,840 --> 00:44:23,640
that I'm curious to see if he's going to pull a hidden option C. Sometimes that surprises

542
00:44:23,640 --> 00:44:28,640
you what that even is. Is it the staircase option? Where you push him down the staircase?

543
00:44:28,640 --> 00:44:33,120
Where they leave out the staircase where there's no cameras. Oh no, he's already on the first

544
00:44:33,120 --> 00:44:37,040
floor. So I'm just so excited how this is going to go. Maybe we should go around the

545
00:44:37,040 --> 00:44:41,320
room and guess how we think this is going to end. Well, we could because this is in

546
00:44:41,320 --> 00:44:46,400
the moment. Yeah. Okay. Gwen, how do you think this is going to end? He's going to dip out.

547
00:44:46,400 --> 00:44:50,760
You think without paying? Is that even possible at this point? Nope. His account is secured.

548
00:44:50,760 --> 00:44:54,920
I've got plenty of authorization. Credit card has gone through no problem. I've got plenty

549
00:44:54,920 --> 00:44:59,960
of authorization on him. Okay. Okay. He's either going to dip out, no contact, which

550
00:44:59,960 --> 00:45:04,280
is going to leave you questioning all day or you're going to be left with a dog. Oh,

551
00:45:04,280 --> 00:45:08,800
that's a good guess. Good guess. Okay, wait, what kind of dog? You're not getting another

552
00:45:08,800 --> 00:45:16,360
dog. Can we help support? I'm not getting a podcast dog. I do not know what breed it

553
00:45:16,360 --> 00:45:21,720
is. I would call it a mutt. Small, medium, large? Medium size. You don't need another

554
00:45:21,720 --> 00:45:27,680
dog. I know, like under 40. No, I'd say probably right at 40. Too big. Too big. All right,

555
00:45:27,680 --> 00:45:33,720
my turn. I bet good money that at noon he will still be in that room with an amazing

556
00:45:33,720 --> 00:45:39,320
excuse of why he could not get his stuff packed. I'm so sorry. I was going to get my stuff

557
00:45:39,320 --> 00:45:43,280
out, but you're not going to believe what happened. This happened. This happened. My

558
00:45:43,280 --> 00:45:48,720
mom died. My dog died. All these people died. The rain started pouring down. I have all

559
00:45:48,720 --> 00:45:52,680
these amazing excuses. You're such a nice guy. Can you just give me 30 more minutes?

560
00:45:52,680 --> 00:45:55,760
Wait, it's been 30 minutes. Oh, can you give me another hour? Oh, please don't call the

561
00:45:55,760 --> 00:46:00,360
cops. You don't know what I've been through. That's what my money is on. Okay. I had a

562
00:46:00,360 --> 00:46:07,000
follow up question, but I kind of forgot it. Was it about the dog? Oh, no, no, no, no.

563
00:46:07,000 --> 00:46:13,520
What kind of belongings are in the room? So just clothes. Crap. A plethora of crap. Just

564
00:46:13,520 --> 00:46:19,400
random stuff. Yeah. There's bags and clothes and shoes and there's just stuff. Okay. I

565
00:46:19,400 --> 00:46:26,640
think he might leave by 2 p.m. I don't think he's leaving at noon. With the police coming?

566
00:46:26,640 --> 00:46:30,840
Is Bill going to call the police? Yeah, of course he is. Bill sticks to his word. Hello.

567
00:46:30,840 --> 00:46:34,800
I give people opportunity, but I hold them accountable. Are they going to be there right

568
00:46:34,800 --> 00:46:39,640
at 12? The cops? No. It'll take them a few hours to get there. I'll be lucky if they

569
00:46:39,640 --> 00:46:44,400
don't get there at 4. I'm saying 2 p.m. But I think you're going to be left with a lot

570
00:46:44,400 --> 00:46:50,640
of left belongings. Oh, 100%. That was never a question. I think he will leave your hotel

571
00:46:50,640 --> 00:46:55,920
at some point tomorrow. But not by noon. Not by noon. Sorry. We're thinking similar. But

572
00:46:55,920 --> 00:47:01,000
I think you will be left with a lot of random belongings. Yeah. Or a registered vehicle.

573
00:47:01,000 --> 00:47:09,240
Yes. But is he in the right mental state to load up all of his crapola and put it in said

574
00:47:09,240 --> 00:47:13,960
vehicle? I don't think so. Okay. So here's my slant on it. I think he actually will make

575
00:47:13,960 --> 00:47:18,960
good on it and be out at noon. Interesting. You just got that vibe. You just took our

576
00:47:18,960 --> 00:47:24,120
because he complimented you. He called you nice. No, it's because I didn't leave him

577
00:47:24,120 --> 00:47:27,800
any maneuvering room when I talked to him because he was telling me about how he had

578
00:47:27,800 --> 00:47:36,440
all these woes from his personal life to like his medical status. All the things. Yes. All

579
00:47:36,440 --> 00:47:41,840
the things that we always hear that we never need to know. And while I was empathetic,

580
00:47:41,840 --> 00:47:48,040
you were empathetic, but in a dry way. Well, so I explained to him that while I understood

581
00:47:48,040 --> 00:47:53,080
all of his trials and tribulations, you have until noon, you have until noon. And I explained

582
00:47:53,080 --> 00:47:57,520
him very clearly, look, what you are telling me that you need is not what this facility

583
00:47:57,520 --> 00:48:03,640
is. We are, we are an accommodations facility you need. And I repeated back to him the things

584
00:48:03,640 --> 00:48:08,240
that he had said that is not you. Yeah, you need x, y, z. We are not equipped to handle

585
00:48:08,240 --> 00:48:14,040
your needs. Exactly. We are not the facility for you. So if you need to extend, you are

586
00:48:14,040 --> 00:48:18,040
more than welcome to check into one of those facilities, but you will be leaving this hotel

587
00:48:18,040 --> 00:48:26,440
tomorrow at noon. So you have how long of a stay can you have? 28 days. Is that industry

588
00:48:26,440 --> 00:48:33,000
standard? Yes. So the law is 30 days. 30. So after 30 days, you become a resident. And

589
00:48:33,000 --> 00:48:36,760
then we have to go through the eviction process to the courts. Yes, you have to go through

590
00:48:36,760 --> 00:48:42,940
the legal process. So as I like to explain it to guests, the law says you have 30 days,

591
00:48:42,940 --> 00:48:47,320
people will interpret 30 days as a month. My problem with that is that every month of

592
00:48:47,320 --> 00:48:52,480
the year has a different number of days. So to make it clean and easy, we operate off

593
00:48:52,480 --> 00:48:58,380
of weeks because there's four weeks in a month. That's 28 days. Okay, amazing. If you operate

594
00:48:58,380 --> 00:49:03,600
off of 28 days and you have a situation like this guy today, you've got a wee bit of wiggle

595
00:49:03,600 --> 00:49:08,160
room a little buffer to make things work. And then you can force them out as opposed

596
00:49:08,160 --> 00:49:15,080
to 30 days. Yeah, yeah, because that has happened. But okay, hypothetically, could he leave for

597
00:49:15,080 --> 00:49:20,360
one night and come back? Yes. Yeah, that is actually the requirement. You have to just

598
00:49:20,360 --> 00:49:23,480
have to check out when they're a new set. You can go sleep in your car for a night but

599
00:49:23,480 --> 00:49:28,840
you can't be in this hotel checked in. Okay, okay. Hypothetically, hypothetically, okay.

600
00:49:28,840 --> 00:49:33,880
You can do a late checkout. Let's say 2pm. You're checking out of the hotel, you have

601
00:49:33,880 --> 00:49:40,880
technically vacated. Checking in at 4pm. No, for a different room. Or you literally need

602
00:49:40,880 --> 00:49:46,480
to do one night leave. You have to be gone from the property, all belongings, 24 hours.

603
00:49:46,480 --> 00:49:52,040
Is it 24 hours or a night stay? For the night auditor to roll over the night. Technically,

604
00:49:52,040 --> 00:49:56,640
right? You know what I'm putting down. Yeah. We're kind of getting into semantics though,

605
00:49:56,640 --> 00:50:01,760
because even if you are a top tier blueberry and you have a four o'clock checkout, your

606
00:50:01,760 --> 00:50:05,720
check in time the following day is going to be four o'clock. You're still going to be

607
00:50:05,720 --> 00:50:11,000
gone for 24 hours. True that. But what if you have rooms available? No. I'm going to

608
00:50:11,000 --> 00:50:15,880
hold you to it. Just ask. And that's what the bull. And just ask. And hope the desk

609
00:50:15,880 --> 00:50:23,280
executes. But hypothetically, you could have a late checkout at what time? Depends on your

610
00:50:23,280 --> 00:50:30,000
level of blueberry. Just mid level, high level, whatever. So like a boysenberry or raspberry?

611
00:50:30,000 --> 00:50:35,480
Sure. So like a two o'clock checkout? Alright, let's say two o'clock. But the following day

612
00:50:35,480 --> 00:50:41,480
you try and do what Miss B's guest did and show up at 9 a.m. I'm not going to check you

613
00:50:41,480 --> 00:50:50,160
in. Could you hypothetically have rooms ready to check in at an a.m. time? Of course, but

614
00:50:50,160 --> 00:50:55,920
we're not going to do it. Very hypothetically. Hypothetically. And it probably won't be what

615
00:50:55,920 --> 00:51:01,080
you want. 1 p.m. It's going to be a double queen accessible by the elevator on the second

616
00:51:01,080 --> 00:51:05,720
floor. Sure, sure, sure. Somebody smoked in previously. But I just want a room. I don't

617
00:51:05,720 --> 00:51:08,920
care what room, what room type. We're not going to do it. You've been saying. I'm saying

618
00:51:08,920 --> 00:51:12,760
what if you had a day off? I'm not going to do it. Why wouldn't you do it? Because I don't

619
00:51:12,760 --> 00:51:15,240
trust this guy. You're going to wake up four. You are being an elite blueberry. I am playing

620
00:51:15,240 --> 00:51:20,240
devil's advocate. You are being an elite blueberry. You are. You're gaming right now. I would

621
00:51:20,240 --> 00:51:26,840
never do this. She's like a top tier blueberry at heart. Do you really think I am? No. That's

622
00:51:26,840 --> 00:51:32,920
technically gaming. Not at all. I'm an ideal guest. She actually is. She's better than

623
00:51:32,920 --> 00:51:41,080
me. You have a husband and kids. Of course I'm better. No, no, no, no, no. But in a hotel

624
00:51:41,080 --> 00:51:49,400
room. Let's be clear. Well, she is a mom and it's going to be cleaner. Yeah. Well, OK.

625
00:51:49,400 --> 00:51:55,160
I've also worked in a hotel. Like I put everything together. Oh, I always break down my room.

626
00:51:55,160 --> 00:51:59,120
I break down my room so I make it easy for them. I always strip it. Break down. What

627
00:51:59,120 --> 00:52:04,600
is this? How do you break down the room? You always strip your room. I have never. I've

628
00:52:04,600 --> 00:52:08,800
never technically worked in a hotel or in housekeeping, front office. Nothing. You need

629
00:52:08,800 --> 00:52:12,600
a housekeeping shift. You tell your housekeeping manager, I need to learn what you guys do

630
00:52:12,600 --> 00:52:18,080
and do a shift to understand. What is OK? You're a housekeeper. You walk into a room.

631
00:52:18,080 --> 00:52:23,320
What is the ideal status of that room to make your job easy? Stripped. Linen is off the

632
00:52:23,320 --> 00:52:28,200
bed off the bed. Yes. Yeah. I don't know if they do separate loads, sheets and towels.

633
00:52:28,200 --> 00:52:34,160
I wash it all together. No, I swear. We wash it all together. No, my hotel does it separate.

634
00:52:34,160 --> 00:52:38,920
Oh, no, you're right. OK, where's trash trash? Like I like to compile it if I can't put it

635
00:52:38,920 --> 00:52:43,680
all into one bag. Yeah, I at least put all the receptacles together and again by the

636
00:52:43,680 --> 00:52:48,720
door. I at least she is right. I forgot I used to have to separate fucking towels. I

637
00:52:48,720 --> 00:52:53,920
at least put all of the trash in the trash bins. If you can compile it all. Yeah, that's

638
00:52:53,920 --> 00:52:57,880
great. I mean, there's a bathroom trash and there's a room trash, but at least I'm putting

639
00:52:57,880 --> 00:53:01,760
the trash in the trash. Yes. My thing, too, part of the reason besides with one of making

640
00:53:01,760 --> 00:53:06,240
the housekeeper's lives easier for doing this, I'm also double checking my stuff in it. You

641
00:53:06,240 --> 00:53:09,400
know what I mean? So I'm like by stripping all this and doing all this and making sure

642
00:53:09,400 --> 00:53:14,240
there's no socks floating around, those tiny little kid socks that like just hide like

643
00:53:14,240 --> 00:53:19,440
I'm checking for my stuff. Yeah. Let's talk about toiletries. If I used it, should I just

644
00:53:19,440 --> 00:53:23,960
take it? Yes. Yes. We will throw it away. Take it out of the room or put it in the trash.

645
00:53:23,960 --> 00:53:27,560
Yes, please. Don't wrap it up. Don't leave it so they're like not looking at it like

646
00:53:27,560 --> 00:53:32,440
did they open it? Did they not? And we can help. Did I take a little dollop of lotion?

647
00:53:32,440 --> 00:53:37,040
If there's any question, it gets thrown away. Well, also, we don't use reusable ones anymore.

648
00:53:37,040 --> 00:53:41,400
Like, you know, you're thinking that's not a thing anymore in the showers. No, but like

649
00:53:41,400 --> 00:53:46,560
you replenish the pumps. Yes, the pumps. But we're talking like little single disposals.

650
00:53:46,560 --> 00:53:49,640
That's not a thing anymore. We should just throw those in the trash. Yeah. Regardless.

651
00:53:49,640 --> 00:53:53,960
Or take them with you. Oh, I take them. Please. I've got a tiny ass bar of soap. I have a

652
00:53:53,960 --> 00:53:59,400
stockpile of them. It's the lotions. I'm a lotion hoarder. See, at our hotel, we can't

653
00:53:59,400 --> 00:54:04,240
have those out. So you have to special request that. Lotion? Yeah, because it's a single

654
00:54:04,240 --> 00:54:09,480
use disposable item. You can't have that. So basically, you're not even supposed to order

655
00:54:09,480 --> 00:54:13,320
them. But we secretly do. And it's just upon request. I remember growing up, we stayed

656
00:54:13,320 --> 00:54:20,400
in a lot of hotels for sports events. My mom would take everything. We had a specific basket

657
00:54:20,400 --> 00:54:28,920
in the guest room with these hotel toiletries. I remember going in and scooping out my preferred

658
00:54:28,920 --> 00:54:33,920
brand of like shampoo. I'm sorry. No hotels ever had hotel air conditioner good enough

659
00:54:33,920 --> 00:54:40,480
for my hair. I was a child. I was a child with chlorine soaked hair. Okay. You guys

660
00:54:40,480 --> 00:54:44,400
don't know what I look like. I have to use very special shampoos and conditioners for

661
00:54:44,400 --> 00:54:51,280
this main curly girls. Okay, that's you fro. We need some special stuff to moisturize it.

662
00:54:51,280 --> 00:54:57,880
But imagine you're at one of the mill use a bar so like a water polo tournament. I just

663
00:54:57,880 --> 00:55:02,680
wanted to get clean and put my like hair in a messy bun. You go have fun with that poor

664
00:55:02,680 --> 00:55:08,280
excuse for shampoo. It was really good for pool decks. Okay, like to the locker rooms

665
00:55:08,280 --> 00:55:13,840
to the like public pool deck showers, you know, I was there with my hotel shampoo. And

666
00:55:13,840 --> 00:55:18,120
like one thing was good for me and like one teammate I would share. And then I throw it

667
00:55:18,120 --> 00:55:21,960
away. Yeah, whenever I travel to hotels, I bring all my own stuff, my own face soap,

668
00:55:21,960 --> 00:55:28,040
my own face wipes, my own shampoo, conditioner. I don't use anything in that room. No, I have

669
00:55:28,040 --> 00:55:33,080
to wash my hands bar soap. That's about it. Yeah, late 20s. I'm bougie. Yeah, I'm actually

670
00:55:33,080 --> 00:55:41,400
30 now. Damn. I'm like, I miss my 20s. I'm like, no, a handsome even a body lotion. I'll

671
00:55:41,400 --> 00:55:45,760
use the body lotion. So I do getting old. I literally asked for my front desk agents.

672
00:55:45,760 --> 00:55:52,880
Like what were you born? He's like 2002. Oh, what oh two Mike in the thousands 2000. He's

673
00:55:52,880 --> 00:55:58,240
like, yeah, oh my god. Oh, did you ask him where the combo was? It was close. Like all

674
00:55:58,240 --> 00:56:04,720
of my employees are born in broke my brain. Yeah. I was like, what? Yeah. But now stripping

675
00:56:04,720 --> 00:56:11,920
a room is like, I think this is really good information. It's a common courtesy because

676
00:56:11,920 --> 00:56:15,840
you don't think about how much labor goes into it, especially for the poor housekeeper.

677
00:56:15,840 --> 00:56:21,040
A lot of the time we don't have enough house men house people to do that. Yeah, to pre

678
00:56:21,040 --> 00:56:24,800
so they're stripping their own rooms and having to clean all those rooms, especially if you're

679
00:56:24,800 --> 00:56:30,320
not union hotel on a time limit. Yeah. Don't even get me into union. We get on a rant

680
00:56:30,320 --> 00:56:36,520
really fast. We'll probably get cut. No. Oh, it's already 11. Can I just say one thing

681
00:56:36,520 --> 00:56:44,080
is speaking of ages of team members. I just did the math of my youngest team member. He

682
00:56:44,080 --> 00:56:51,240
was born in 2007. Gross. That's and we'll wrap it up here. That's when he was born.

683
00:56:51,240 --> 00:56:59,120
So wait, it's 24 though. So he's how old? Almost 17. Pool boy. All of her people are

684
00:56:59,120 --> 00:57:04,080
pool boys, recreation attendant. There you go. Okay. Pool boy. It's his first job. He's

685
00:57:04,080 --> 00:57:10,000
great. Such a sweetie. He gets soda. He's like super cool with everyone. Popular with the

686
00:57:10,000 --> 00:57:17,800
MILF. He's super cool with everyone else. And I actually like, I, I talked with him

687
00:57:17,800 --> 00:57:22,960
with, I'll tell him as be the story. I talked to him, talked to this team member with my

688
00:57:22,960 --> 00:57:28,640
manager the other day. And the team, the like the 16 year old walks out, my manager goes,

689
00:57:28,640 --> 00:57:34,080
I've never seen him that nervous. And I literally go, Oh, I thought that's just like how he

690
00:57:34,080 --> 00:57:39,480
was like, that's normal to me. Apparently, this kid is so forking nervous in front of

691
00:57:39,480 --> 00:57:49,280
me that he's a different person. I feel so bad because I want to be like, not cool, but

692
00:57:49,280 --> 00:57:54,600
I want to be understanding and empathetic. Anyone is nervous of you, Liz? Right. No.

693
00:57:54,600 --> 00:58:00,640
Yes. You're not scary. No way. My new work crush doesn't get nervous. So yeah, he's a

694
00:58:00,640 --> 00:58:05,920
grown ass adult. He was born in the thousands. Yeah. He's got a puppy crush. Anyways, Bruno

695
00:58:05,920 --> 00:58:10,200
2.0. We're going to wrap it up. We're going to wrap it up here. I am going to process

696
00:58:10,200 --> 00:58:16,080
that. Yeah. Let's hit eject all of our listeners. Thank you for joining us. Thank you. If you

697
00:58:16,080 --> 00:58:21,520
have stories or if you want to guess how Bill's story ends along with us. Ooh, that's a good

698
00:58:21,520 --> 00:58:27,680
point. Yeah. Good point. You can find us on all the streaming services from including

699
00:58:27,680 --> 00:58:32,400
LinkedIn. That's not a streaming service. No, it's not. Is that a social media service?

700
00:58:32,400 --> 00:58:38,080
Yeah. With a business focus. But any who's kind of a big deal on LinkedIn. We are kind

701
00:58:38,080 --> 00:58:44,360
of a big deal on LinkedIn. So give us a follow on LinkedIn. Leave a comment on any things

702
00:58:44,360 --> 00:58:49,760
we have posted or reposted. Find us on TikTok. Anywhere you listen to podcasts, any social

703
00:58:49,760 --> 00:58:56,160
media platforms, Instagram, Facebook, all the things, LinkedIn, we're out there. Spotify,

704
00:58:56,160 --> 00:59:04,320
Apple music, YouTube. You can listen to our episodes on YouTube. And LinkedIn. And LinkedIn.

705
00:59:04,320 --> 00:59:08,320
Okay. Just checking. LinkedIn. Sorry guys. Too much wine. Too much wine. Or not enough

706
00:59:08,320 --> 00:59:12,440
wine. One of the two. True that. Okay. One more thing and make sure to check out our

707
00:59:12,440 --> 00:59:19,880
website at tftsi.com. Look at that. Yeah. So thanks for joining us and we will be back

708
00:59:19,880 --> 00:59:26,360
in two weeks. Bye. Bye.