1 00:00:00,000 --> 00:00:04,300 Can we just like give a shout out and like props to all of us that we've survived this last week 2 00:00:04,560 --> 00:00:09,440 Do what do we want to do an intro and get this party started? Yeah, let's do it cues the music 3 00:00:16,000 --> 00:00:21,900 All right, well welcome back to girls from the surface industry we said we were gonna take a month off we didn't make it 4 00:00:21,900 --> 00:00:25,100 Almost a month we can attribute that to the world falling apart 5 00:00:25,280 --> 00:00:25,960 Yeah 6 00:00:25,960 --> 00:00:30,520 you know like normally we will sit here and like filter out company names and all that but 7 00:00:34,160 --> 00:00:37,160 Strike and Microsoft. Oh my god 8 00:00:37,960 --> 00:00:40,140 So annoying they burned the world this week 9 00:00:40,160 --> 00:00:45,180 Yeah, lit a match and just walked away and said figure it out. We're booted a couple times. I you know 10 00:00:47,440 --> 00:00:51,000 Hope for the best. Yeah, I don't even know how many times I rebooted 11 00:00:51,000 --> 00:00:56,600 It's just ridiculous. I want to know how much that actually costs though 12 00:00:56,600 --> 00:01:01,160 Like when all the receipts are tallied up for all the business that was lost. Can you imagine? 13 00:01:01,640 --> 00:01:04,600 Like even our company I'm scared of all the amount of charge bucks 14 00:01:04,600 --> 00:01:09,540 We're gonna get when the credit card machines weren't working as of today credit card machines just got up 15 00:01:09,540 --> 00:01:12,280 How many days has it been? It's been over a week. Has it not? 16 00:01:12,800 --> 00:01:18,680 Saturday midnight Thursday night. No, yep rolling into Friday morning. Yeah, that's when it all started. Yeah, it's only been five days 17 00:01:18,680 --> 00:01:22,920 Only feels like it is a long time, but it feels like it's been two weeks 18 00:01:23,200 --> 00:01:30,360 Yeah, we just started processing all of the charges this afternoon and we already had four declines. Oh, absolutely us, too 19 00:01:30,360 --> 00:01:32,420 We literally just started this afternoon as well 20 00:01:32,420 --> 00:01:38,240 They're just coming back as declined because my associates saying, you know, they're gonna turn off their credit cards, right? Yeah, apparently on Saturday 21 00:01:38,240 --> 00:01:42,760 We had a guy during the check-in that made a joke. Oh, no about oh, well, gee 22 00:01:42,760 --> 00:01:45,520 I really hope the cards not locked when you go try to charge it 23 00:01:45,520 --> 00:01:51,520 I love the scratcher. So like, you know, like members of high tiers or even just on a tier 24 00:01:51,520 --> 00:01:55,860 There's gonna be so many cases open for like outstanding balances for people haven't paid their bills 25 00:01:56,720 --> 00:02:02,920 Because like we're just starting to charge today and one of the ones that declined was the first one we tried an associate 26 00:02:03,320 --> 00:02:05,320 Yeah, I've got an associate decline 27 00:02:06,040 --> 00:02:08,040 We're like mother 28 00:02:08,040 --> 00:02:15,640 Like do they know you can email like who's ever contact is on the form if it's a legit form that I care 29 00:02:15,640 --> 00:02:17,640 If it's not they don't 30 00:02:18,800 --> 00:02:26,200 Okay, so how did I'm curious how did your problems start at your hotels? Oh you wanna that's a good question 31 00:02:26,280 --> 00:02:29,760 Yeah, okay. Can I go first? Yeah, please? 32 00:02:30,480 --> 00:02:34,120 This bees got the floor. So it is Thursday night. I 33 00:02:34,640 --> 00:02:36,640 with the play-by-play 34 00:02:36,640 --> 00:02:39,660 Thursday night, and by the way, it was 1130 p.m 35 00:02:39,660 --> 00:02:44,680 I am two drinks in it chillin on the couch reading seven chapters deep 36 00:02:46,200 --> 00:02:52,100 Reading my smutty novels and the phones ringing like were you were you reading our book that we're supposed to read together 37 00:02:52,120 --> 00:02:57,600 Yes, okay. Thank you. Yeah, it's reading my smutty novel and I get a call and I answer it 38 00:02:58,200 --> 00:03:04,480 My assistant front office manager is covering for overnight because we're having trouble finding an auditor shock shock 39 00:03:04,480 --> 00:03:10,320 And I thought you just hired an honor. Uh-huh. Okay, they just no call. No show never came back. Oh, that's great 40 00:03:10,320 --> 00:03:12,320 Yeah, we'll put a pin in that one, right? 41 00:03:12,640 --> 00:03:18,560 And then so she's covering and she's like miss B. I think we've been hacked 42 00:03:18,680 --> 00:03:24,800 We're being hacked and like smooth the amount you go. Is this the person I'm thinking of? Yeah, okay 43 00:03:24,800 --> 00:03:29,160 Okay, we're being ha makes total sense. The world is ending aliens are upon us 44 00:03:29,160 --> 00:03:35,560 I can see the UFO outside guys and I'm like, no, we're not and I said that without even looking like we're not being hacked 45 00:03:35,820 --> 00:03:39,860 She's like, you don't understand all the computers went out at the same time 46 00:03:39,960 --> 00:03:44,040 She's like they're all showing this message and she's based on show me she's like every single computer 47 00:03:44,040 --> 00:03:49,800 She's like they're going to get her specifically so she thinks we've been hacked and I was like, okay 48 00:03:49,800 --> 00:03:54,000 This is what you're gonna do. We're gonna call our companies IT support 49 00:03:54,000 --> 00:03:57,840 and apparently we were the first ones to call because we call the support and 50 00:03:57,840 --> 00:04:05,680 She's so neurotic. Of course. You were the first one to call we call our IT support and the IT guy. Love that guy. Mr. Green 51 00:04:06,960 --> 00:04:11,280 Just made that up. Mr. Green. We can tell with a candle in the library 52 00:04:17,000 --> 00:04:19,000 Mr. Green, oh I get it 53 00:04:20,560 --> 00:04:23,240 Yeah, Liz had no clue for a moment 54 00:04:23,240 --> 00:04:29,760 I really don't think about it. Oh my god. Okay. So mr. Green he's like show me the screen and they're on FaceTime 55 00:04:29,760 --> 00:04:33,000 He she turns it around and shows him and then he starts panicking 56 00:04:33,000 --> 00:04:38,200 He's like no that that looks like somebody clicked a spam link and that like he thought it was like legit 57 00:04:38,200 --> 00:04:39,120 No 58 00:04:39,120 --> 00:04:44,520 and he's like who was touching the computers at the time they all went down and everyone looks at 59 00:04:44,920 --> 00:04:49,600 The one desk agent at the desk. He's the sweetest kid, but he's the brother 60 00:04:49,600 --> 00:04:53,280 Like he's literally like the one boy at the desk. So he's everyone's little brother 61 00:04:53,440 --> 00:04:58,800 So everyone looks at John and goes John. What did you do? I didn't do anything 62 00:04:58,800 --> 00:05:02,720 I swear and everyone's like the computers work fine. You were the only one touching 63 00:05:04,720 --> 00:05:09,680 And he's like getting all defensive and everyone's getting upset and then so they're like trying to figure out what's going on 64 00:05:09,680 --> 00:05:13,600 But then another IT guy from a different company gets called in and he's like no no guys 65 00:05:13,600 --> 00:05:18,200 This is a global thing turn on the news and you see all the shit is like going to hell 66 00:05:18,200 --> 00:05:21,840 Okay, so bill how did your storm start? 67 00:05:21,840 --> 00:05:26,080 The first that I had heard any of it was actually from B. Oh in the group chat 68 00:05:26,080 --> 00:05:28,760 Yeah, cuz he's like all about it's fine. I was like must be nice 69 00:05:31,040 --> 00:05:34,880 Yeah, pretty much cuz like I had all this in blue screen and you're like, oh 70 00:05:36,800 --> 00:05:42,500 Received any calls but it's because my AGM received the calls. Mmm. Yeah, I'm texting you guys 71 00:05:44,120 --> 00:05:45,480 Delegation right there 72 00:05:45,480 --> 00:05:48,800 So we found out about the same time, but I was chatting with you 73 00:05:49,320 --> 00:05:51,440 What ungodly hour was that anyway? 74 00:05:51,440 --> 00:05:52,800 That was like one o'clock in the morning 75 00:05:52,800 --> 00:05:58,040 Cuz I was up to like one two because we were figuring everything out like what to do and I had to go in straight 76 00:05:58,040 --> 00:05:59,420 In the morning. I'm like, it's gonna be hell 77 00:05:59,420 --> 00:06:07,540 Well, so I woke up to those texts but our IT issues actually started the day prior or like the morning of so you're saying 78 00:06:07,600 --> 00:06:15,240 Thursday night our started Thursday morning and who knows if it was like truly an IT issue like before the start of the Microsoft 79 00:06:15,240 --> 00:06:19,880 Stuff, but we couldn't access our shared network drives 80 00:06:20,200 --> 00:06:24,800 So anything connected to like our network internet was failing 81 00:06:24,800 --> 00:06:30,280 It's like we couldn't open like the system that operates the hotel and it's cloud-based now 82 00:06:30,280 --> 00:06:35,960 But it's connected to the network internet so it didn't open and none of our shared drives 83 00:06:35,960 --> 00:06:42,520 So as you guys know, I'm in the middle of summer and summer camp all of my spreadsheets on what vendors are booked 84 00:06:42,520 --> 00:06:49,640 Who's registered for camp that day all of my schedule literally my life is in this like shared network drive 85 00:06:49,640 --> 00:06:55,340 Oh, I have no idea boat rentals no clue, but it was intermittent like throughout the day 86 00:06:55,340 --> 00:07:01,020 It's like some workstations could open stuff and some couldn't as far as like our operating systems go 87 00:07:01,020 --> 00:07:03,020 No one could access any files 88 00:07:03,280 --> 00:07:08,880 Yeah, but like the systems we use for like boat rentals and the hotel you had to be like on a workstation 89 00:07:08,880 --> 00:07:13,480 That was feeling good that minute to like reboot and you were able to open it 90 00:07:13,480 --> 00:07:15,480 I wonder if that was related to the crowdstruck 91 00:07:15,480 --> 00:07:19,760 It's cuz I don't think the patch got sent to later, but that's really interesting and I don't believe in coincidences 92 00:07:19,760 --> 00:07:25,580 So it's weird. So then I woke up to your text the following morning and I was like, oh is this what was happening? 93 00:07:25,580 --> 00:07:31,700 Like all day yesterday. Yeah, it's not kind of weird. They're not being kind of tight-lipped. We're not getting many answers or more 94 00:07:32,600 --> 00:07:34,600 Apology. No, I think 95 00:07:34,600 --> 00:07:36,600 Apology 96 00:07:38,000 --> 00:07:43,600 Yeah, I think didn't like the CEO or CFO of crowdstrike like go on and publicly apologize 97 00:07:43,600 --> 00:07:49,660 Yeah, yeah, yeah, we did he did. I made a whole formal announcement. Yeah, did he resign? No 98 00:07:49,660 --> 00:07:54,920 No, no, he literally watched the world burn my Friday morning started very similarly 99 00:07:54,920 --> 00:07:58,920 I'm off on Fridays, but I woke up to a whole bunch of text messages 100 00:07:58,920 --> 00:08:06,440 Yeah, yeah 6 a.m. My team's calling me and they're like we have this blue screen and we don't know how to log in and we 101 00:08:06,440 --> 00:08:11,720 Don't know how to get a hold of support because they couldn't even log into their systems to get a hold of support 102 00:08:11,720 --> 00:08:14,560 Yeah, and so they're like, hey, can you try your systems? 103 00:08:14,560 --> 00:08:20,280 So I was able to log in got support got support for them and we got it all fixed within 20 minutes 104 00:08:20,680 --> 00:08:22,680 But was really scary 105 00:08:22,680 --> 00:08:29,680 Yeah corporate gets the attention first. They're like the tear like help them first before the rest of us 106 00:08:29,680 --> 00:08:31,680 They're the acai berries 107 00:08:33,680 --> 00:08:35,680 The brand 108 00:08:35,680 --> 00:08:40,680 Franchises are the redheads five days later. We get help. Well, we have fewer 109 00:08:41,680 --> 00:08:43,680 Systems. I don't we have we have different systems 110 00:08:43,680 --> 00:08:50,680 But for them to literally allow one little tiny piece of script to impact our total global environment 111 00:08:50,680 --> 00:08:55,680 Was really disturbing to me when I heard reports to that, you know 112 00:08:55,680 --> 00:08:59,680 This kind of code and thing it should have been tested to other computers before launching it worldwide 113 00:08:59,680 --> 00:09:06,680 Exactly. You launched something untested worldwide and crashed the world. The idea was that they did test it, but I don't 114 00:09:06,680 --> 00:09:09,680 Think that they tested it in a large enough capacity 115 00:09:09,680 --> 00:09:14,680 Exactly so that they literally took down our economy every industry 116 00:09:15,680 --> 00:09:19,680 Like everyone's was been reeling except for spirit. Yeah. Yeah 117 00:09:19,680 --> 00:09:22,680 Southwest southwest. Yeah 118 00:09:22,680 --> 00:09:27,680 Southwest I think they were still like experiencing delays but nothing to 119 00:09:27,680 --> 00:09:33,680 Only because it was the airports themselves not because of their systems. Yes. Yes. Yes. Yeah, I know we're talking like hospitality 120 00:09:33,680 --> 00:09:39,680 Is specific but I do want to shine light on everyone traveling and everyone in hospitals 121 00:09:39,680 --> 00:09:47,680 Yeah, that like we're waiting for pertinent tests to come back for surgery like life-saving surgeries to get done 122 00:09:47,680 --> 00:09:54,680 Did you see that they like it was like a tick tock or real or whatever that went viral of the machines in like labor 123 00:09:54,680 --> 00:09:55,680 And delivery weren't working 124 00:09:55,680 --> 00:10:01,680 So nurses are sitting outside the door listening to fetal monitors and like so all the nurses are just in the hallway 125 00:10:01,680 --> 00:10:03,680 Stationed outside doors 126 00:10:03,680 --> 00:10:06,680 Going to go. Yeah, that's what I know. I'm sure going off 127 00:10:06,680 --> 00:10:12,680 You literally have to go back to pen and paper or how they did it in the old days with yeah, they're listening 128 00:10:12,680 --> 00:10:14,680 Well, let's not connected heart monitor 129 00:10:14,680 --> 00:10:18,680 So for those of our listeners that are out there that really don't understand 130 00:10:18,680 --> 00:10:24,680 They're like, okay Microsoft had an outage like so you can't open soft Microsoft Explorer because that's what my mom was 131 00:10:24,680 --> 00:10:27,680 Confused about she's like so the Microsoft programs didn't work. I don't get it 132 00:10:27,680 --> 00:10:33,680 Why did it impact you like that would one even like to shed light on exactly why because they think Microsoft Explorer? 133 00:10:33,680 --> 00:10:40,680 Word word like no like I I'm not well enough versed but what I can say for our property 134 00:10:40,680 --> 00:10:45,680 We couldn't make keys. I couldn't check you in I couldn't check you out because I can't read credit cards 135 00:10:45,680 --> 00:10:48,280 You know, it's like everything was manual at that point 136 00:10:48,280 --> 00:10:53,400 Yeah, and there's practices that we have to abide by now with security for credit cards 137 00:10:53,400 --> 00:10:56,200 So, you know, you're not supposed to do X Y & Z 138 00:10:56,200 --> 00:11:04,180 Yeah, and with the outage either do certain things that you shouldn't normally do and you secure the hell out of it 139 00:11:04,180 --> 00:11:09,680 Because you don't normally do this. So you're locking things in safes and whatnot. It's not easy 140 00:11:09,680 --> 00:11:14,280 It's clumsy as hell. Yeah, you know and like human error when you were thrown into it 141 00:11:14,280 --> 00:11:19,200 You had no time to plan like okay, what is the best course of action? You're thinking on your feet 142 00:11:19,240 --> 00:11:19,720 Yeah 143 00:11:19,720 --> 00:11:20,480 and like I 144 00:11:20,480 --> 00:11:26,200 Didn't understand the gravity of it all until I was in the car driving to work and I'm listening to the radio and they're talking 145 00:11:26,200 --> 00:11:32,000 About what's going on and as I'm like literally every mile that I'm driving I'm like, oh god, this is worse than I thought 146 00:11:32,000 --> 00:11:37,640 Oh god, it's worse than I thought even a mile back, but I got to work and the team was just like what do we do? 147 00:11:37,640 --> 00:11:42,800 Well, you know all of us have a binder on the shelf that big red binder in case of emergency, right? 148 00:11:42,800 --> 00:11:44,800 There's no plan in there. There's no plan in there for 149 00:11:45,160 --> 00:11:50,840 Crowdstrike taking a crap on everything. Yeah, so it's like I walked in the door and the teams like well, what do we do? 150 00:11:50,840 --> 00:11:55,560 It's like, okay. Well right now we're gonna talk about what we don't do. We are not checking people in right now 151 00:11:55,560 --> 00:11:57,560 I know we held off till 152 00:11:58,160 --> 00:12:02,460 4 p.m. Yeah, and then we couldn't hold off anymore and then we started doing manual CC auth forms 153 00:12:02,460 --> 00:12:06,760 And it's funny that brand sent out a paper days later was like don't write down credit cards 154 00:12:06,760 --> 00:12:09,320 Everyone's like has stacks of them like, okay 155 00:12:09,960 --> 00:12:11,320 Well, I mean, what are you gonna do? 156 00:12:11,320 --> 00:12:15,720 It's like if we have to if you don't then we are closing the hotel 157 00:12:15,720 --> 00:12:15,960 Yep 158 00:12:15,960 --> 00:12:22,740 And how's that going to impact the brand when a hundred and sixty some rooms are calling you because we're kicking them all out 159 00:12:22,740 --> 00:12:29,240 Yeah, it's not gonna fly well in you're displacing people that could be stuck because they can't make a flight. So and you have a 160 00:12:29,880 --> 00:12:33,720 So what are you supposed to do? Oh, good luck find another hotel 161 00:12:33,720 --> 00:12:39,640 So our hotel was filled with a particular airline because their whole thing like went out 162 00:12:39,640 --> 00:12:43,840 It was sad because like all these flight attendants all these crews they're saying we have no idea what's going on 163 00:12:43,840 --> 00:12:47,240 Yeah, our shuttle didn't show up. We've tried calling the shuttle didn't show up 164 00:12:48,760 --> 00:12:53,040 And apparently they're like we've tried calling our people and nobody's answering 165 00:12:53,080 --> 00:12:59,100 Well, cuz the phones didn't work cuz internet didn't work either and like the airline just so inundated with all these flight crews 166 00:12:59,100 --> 00:13:02,840 They're stuck around the world that we basically told them don't worry 167 00:13:02,840 --> 00:13:06,800 My team was starting to be like well if you guys don't get a voucher, you're gonna have to pay like 168 00:13:07,320 --> 00:13:14,620 I calmed everyone down. I was like, this is one of our biggest contracts. They're fine. We're going to see we're going to extend them 169 00:13:14,620 --> 00:13:17,920 We will get it later. Yeah, everyone's obviously overwhelmed right now 170 00:13:17,920 --> 00:13:23,560 And so they were actually here the guest. Uh-huh. They were actually our most understanding people 171 00:13:23,560 --> 00:13:29,220 Well, yeah, cuz they didn't have a job to go to but also like one at one point. This was today 172 00:13:29,220 --> 00:13:34,120 I was on my cell phone at the front desk the only one the desk my desk. I didn't kept walking away 173 00:13:36,960 --> 00:13:41,560 I'm on my cell phone talking to IT because one of the computers it was still had the blue screen of death 174 00:13:41,560 --> 00:13:45,960 So we're deleting it. So he's walking me through the code. I'm like, okay, and I told her I'm so sorry 175 00:13:45,960 --> 00:13:50,040 I will be right with you. She's like, no, don't worry about it. And I'm like, okay, and it's the crowd strike file and she's like 176 00:13:50,040 --> 00:13:57,400 Oh, yeah, we're deleting that file but it was so on Friday 177 00:13:57,400 --> 00:14:02,720 We ran an arrivals list and I had the team start calling everybody so we divided up the list 178 00:14:02,720 --> 00:14:06,480 I ended up talking about 14 or 15 guests that were coming in that day and 179 00:14:07,080 --> 00:14:14,360 Every single one of them was so nice. Oh like super polite very understanding. Thank you for the call 180 00:14:14,360 --> 00:14:15,440 We appreciate it 181 00:14:15,440 --> 00:14:20,800 They gave us approximate arrival time so we could try and plan it out at the front desk the people that were the worst 182 00:14:20,800 --> 00:14:27,320 Were the people that were already in-house the ones that had keys the ones that had their credit cards processed all of that 183 00:14:27,320 --> 00:14:32,520 They were the worst. That's horrible. So I told one lady I said you have your phone 184 00:14:32,520 --> 00:14:34,520 She's again, like Google the word outage 185 00:14:35,960 --> 00:14:39,720 And hit send and then see what's going on and they're like, oh 186 00:14:39,720 --> 00:14:45,760 Okay, they didn't get it and one lady's literally leaving and I am checking her out. I'm like, oh, yeah 187 00:14:45,840 --> 00:14:49,120 Sorry, our systems are shut down. We'll send you a receipt when we're able to process credit cards 188 00:14:49,120 --> 00:14:51,040 It's like oh why not? I'm like, you know the outage that's going on 189 00:14:51,040 --> 00:14:56,420 She's like no and I explaining and she's like I'm supposed to go into the airport. Do you think that's gonna affect that? 190 00:14:56,420 --> 00:14:58,420 I'm like, mmm 191 00:14:59,280 --> 00:15:01,280 Going I would check on that. Oh 192 00:15:02,120 --> 00:15:04,120 How have you not gotten like 193 00:15:04,120 --> 00:15:08,600 Notifications that like light might be delayed flight might be can't they were in a day 194 00:15:08,600 --> 00:15:10,600 They couldn't send notifications 195 00:15:10,840 --> 00:15:16,000 you know what I had a lot of like thought on the past few days and a lot of empathy for and 196 00:15:16,160 --> 00:15:21,440 I think we've touched on in previous episodes in the emergency keys. Yes, we have talked about that 197 00:15:21,440 --> 00:15:24,560 I'm so grateful. I just made my so when Bill said the big red binder 198 00:15:24,560 --> 00:15:28,000 I thought that was what you were gonna bring up. But that's the thing is my 199 00:15:28,440 --> 00:15:30,440 My keys didn't crash 200 00:15:31,560 --> 00:15:37,080 But let's think about right, but I don't know why how's where they did those keys only work X amount of times 201 00:15:37,080 --> 00:15:42,400 Yeah, but at the same time it's not it sucks for hotels like his where it did like I might one of my agents was like 202 00:15:42,400 --> 00:15:44,920 Well, they were able to run my credit card. I'm like, well, then they're on a different 203 00:15:44,920 --> 00:15:48,880 I can't explain it some things work for others and others don't mm-hmm 204 00:15:48,880 --> 00:15:49,440 I don't know 205 00:15:49,440 --> 00:15:55,480 I just think about like those rooms that you try and turn over and then you don't have keys for the next person 206 00:15:55,480 --> 00:15:59,800 I mean you are running literally on manual like one of my last convention hotels 207 00:15:59,960 --> 00:16:03,080 It was psychotic one of our big outages 208 00:16:03,080 --> 00:16:08,760 We ended up using Google spreadsheets and that was how housekeeping and January. Yeah. Yeah 209 00:16:09,480 --> 00:16:14,480 That's literally how you manually figure out what rooms are vacant what rooms are clean, you know 210 00:16:14,480 --> 00:16:19,200 And then you're checking people in and out but then you may or may not get your emergency keys back 211 00:16:19,200 --> 00:16:23,560 And then how do you get keys for the new rooms except escort them in and out every single time? 212 00:16:23,560 --> 00:16:29,160 That's why every single time this outage wasn't as bad for us and my agents didn't panic as much because what we went through in 213 00:16:29,160 --> 00:16:35,200 January we're all like, oh we have phones this time. Okay? We can manage we have phones 214 00:16:35,200 --> 00:16:41,600 We didn't have phones for two days. We were a solid out of all these things and we're like we're better off this time. That's great 215 00:16:41,600 --> 00:16:47,920 Look at you with the silver lining. We had phones but no one could leave voicemails 216 00:16:47,920 --> 00:16:49,920 Hmm 217 00:16:49,920 --> 00:16:51,920 That sounds like an amazing glit 218 00:16:51,920 --> 00:16:56,600 It was great. Can we keep that? Yeah, no red blinky light when you come back home 219 00:16:56,600 --> 00:17:00,760 No, I haven't had a voicemail in a week. It's been great. It's so cool 220 00:17:00,760 --> 00:17:07,040 Yeah, so I was sitting like with my GM in a meeting and her phone rings and she's like 221 00:17:07,040 --> 00:17:10,360 Is it gonna go to a voicemail and we're sitting there? 222 00:17:10,360 --> 00:17:16,440 It's ringing and ringing and we're both like zoning in on it staring at it for at least a minute, right? 223 00:17:17,080 --> 00:17:19,600 Cuz these phones only ring like what four or five times 224 00:17:19,600 --> 00:17:26,240 Mm-hmm. No it got to 20 and she goes I don't think the voicemail works. So 225 00:17:26,560 --> 00:17:30,520 Luckily, it was an internal call and she just picked up and she was like, hey, you still there? 226 00:17:30,520 --> 00:17:32,520 I don't think voicemail is working. I'll call you back 227 00:17:34,320 --> 00:17:37,480 I'm just blatantly ignoring you and she hangs up and she goes oh 228 00:17:37,960 --> 00:17:42,440 Voip it's like connected the internet. I was like, ah makes sense. I was like that's gonna be nice 229 00:17:42,440 --> 00:17:50,160 Hmm. I mean except for your phone ringing 20 billion times. I just walk away 230 00:17:50,680 --> 00:17:52,680 Have you ever done that? 231 00:17:52,680 --> 00:17:54,680 I used to 232 00:17:56,560 --> 00:18:02,720 There are sometimes I see it and I'm like, oh gotta go see I like I will enter the phone if my agent tells me 233 00:18:02,720 --> 00:18:06,600 Like okay, this guest is calling regarding this and then I'm like, alright, I'll deal with it 234 00:18:06,600 --> 00:18:08,760 But if you just call me and I just get a call 235 00:18:08,760 --> 00:18:13,160 No, can I share with you an experience that I had within the past year? Yes 236 00:18:13,160 --> 00:18:19,160 I attempted to call our last hotel that we worked at. Yeah, and it was still your voicemail 237 00:18:19,680 --> 00:18:27,360 What the fork up and your voicemail blatantly said I will not be checking my voicemail. So please email me at 238 00:18:28,720 --> 00:18:33,640 Did you change your voicemail when you quit? No, and I took her place and I never changed it either 239 00:18:33,640 --> 00:18:42,200 And probably the three people after have not changed it and no one has told that person 240 00:18:42,200 --> 00:18:44,200 It still says I'm working there 241 00:18:45,000 --> 00:18:47,000 That's hilarious 242 00:18:47,160 --> 00:18:53,360 In your voice message, you said you will not be checking your voicemail. I definitely say that uh-huh 243 00:18:53,360 --> 00:18:59,120 Yeah, please email me at oh to try a voicemail. Okay to try and just get them to email you 244 00:18:59,120 --> 00:19:03,320 Yeah, I don't I don't do voicemail like you can email me or it's not that important 245 00:19:03,320 --> 00:19:10,180 It was great. That's hilarious. Oh, you know, it's been at least four years. Yeah, my kid. I was pregnant when I had that job 246 00:19:11,800 --> 00:19:16,800 Yeah, I got laid off at like what six months pregnant it was impressive. That's all I was saying 247 00:19:16,800 --> 00:19:22,200 I was like, oh, this is not who I was trying to get a hold of. I know the current front office manager 248 00:19:25,120 --> 00:19:27,680 No, I don't care I want to call now 249 00:19:28,280 --> 00:19:32,640 Should after hours so, you know, you get the voicemail. Yes. Hey, you could do it now 250 00:19:32,640 --> 00:19:34,640 I said we did on the pod 251 00:19:36,840 --> 00:19:38,840 Manager, please 252 00:19:39,720 --> 00:19:43,940 We're doing that the ends we're doing at the end on Friday morning 253 00:19:43,940 --> 00:19:45,940 so we're doing like a kind of a 254 00:19:46,160 --> 00:19:51,240 Little triage meeting right trying to figure out what the plan is gonna be for the day what the process is 255 00:19:51,240 --> 00:19:54,400 Who's responsible for what and I get one of the front desk agents saying hey 256 00:19:54,400 --> 00:19:59,040 There's somebody on the phone that wants to talk to you. It sounds really important. I'm like well, I need more detail 257 00:19:59,040 --> 00:20:04,640 We're like things are kind of busy right now. So can you take a message or send it to my voicemail? 258 00:20:04,640 --> 00:20:09,500 They come back and they're like, no, he really wants to talk to you then it's something stupid and I'm thinking okay 259 00:20:09,500 --> 00:20:13,700 This better be somebody from IT or something. I'm like send it to my office answer the phone 260 00:20:14,400 --> 00:20:18,680 So we're an approved vendor for your company and I'm like no 261 00:20:19,560 --> 00:20:22,400 Um, I need to stop you right there 262 00:20:22,400 --> 00:20:28,640 I said, are you aware of what's going on with this outage? He goes? Oh, yeah. Yeah 263 00:20:28,640 --> 00:20:30,640 I have stuff 264 00:20:30,800 --> 00:20:35,560 Every hotel I'm calling is down right now. Are you guys affected too? I'm like 265 00:20:36,320 --> 00:20:41,120 Yeah, yeah, bro. The whole world the whole world is affected. Oh, okay 266 00:20:41,120 --> 00:20:43,760 Um, well, you know, we are an approved vendor 267 00:20:46,960 --> 00:20:52,600 I'd hang up I would hang up like call me in two weeks when the world is back up and running or don't 268 00:20:52,600 --> 00:20:58,120 You're probably not gonna take that business. Let's be real. No, so I'm trying to hit my quota 269 00:21:00,120 --> 00:21:02,120 So on that note 270 00:21:02,600 --> 00:21:08,040 Discretion time and place, please. Thank you very much. So on that note. Oh, yes miss B 271 00:21:08,920 --> 00:21:12,840 Tell us again today. Did you have something to share? Yes, I do 272 00:21:13,560 --> 00:21:19,080 So literally the same thing. So today was like my big day for getting back fix on one phone 273 00:21:19,080 --> 00:21:26,040 I have our hotel brands it support they were on speaker on my desk phone and then on my cell phone 274 00:21:26,040 --> 00:21:30,040 I have the it that we're paying arm and a leg to help fix this immediately 275 00:21:30,360 --> 00:21:33,480 So i'm like dealing with so i'm talking to one and making them talk to each other 276 00:21:34,360 --> 00:21:39,320 Literally, they're putting the phone on their cell phone literally the speaker of your desk phone 277 00:21:39,560 --> 00:21:41,080 This is like my whole day 278 00:21:41,080 --> 00:21:46,200 And then my agent comes in. Um miss B like there's somebody that wants to speak to a manager and normally I drop everything 279 00:21:46,200 --> 00:21:49,480 I was like, this is more important. I have to get credit cards up and running 280 00:21:49,640 --> 00:21:54,200 Tell them that I am in the middle of an it phone call trying to fix a critical system 281 00:21:54,440 --> 00:21:55,960 Get their phone number and I will give them a call back 282 00:21:55,960 --> 00:21:59,640 I even told them to say that much and they come back and they told her that and she's like well 283 00:21:59,720 --> 00:22:03,720 I don't care. I want to speak to her now and the agent comes back. She's like she said she won't wait 284 00:22:03,720 --> 00:22:05,480 I'm like that kind of sucks 285 00:22:05,480 --> 00:22:07,480 Like yeah, you can just wait 286 00:22:08,280 --> 00:22:12,120 I said she's more than welcome to wait on hold as long as this takes and they're like, okay 287 00:22:12,120 --> 00:22:18,280 And so she waited and apparently it'd be hours. Mm-hmm. And so the apparently she kept calling back kept calling back 288 00:22:18,280 --> 00:22:23,720 And they kept placing her on hold being like she's still on the phone. I'll place in a brief hold and then but they can see 289 00:22:25,000 --> 00:22:28,360 Yeah, right. All right, i'll put you back on hold. She kept calling 290 00:22:28,440 --> 00:22:33,880 So whenever she would place on hold she'd hang up and call again until like my agent was just like I need to place on hold 291 00:22:33,880 --> 00:22:35,880 She goes no and then hold 292 00:22:35,880 --> 00:22:41,240 So at one point they would just see her phone number calling put it on hold 293 00:22:42,280 --> 00:22:47,080 Press seven for a callback number. That's what I would do. What does that do? Nothing. Nothing. That's the joke 294 00:22:47,880 --> 00:22:51,160 Our brand's it says that if you'd like to save your place in line, it's seven 295 00:22:51,160 --> 00:22:55,000 We'll call you back. You won't lose your place in line and then you never get a call back. Oh, really? 296 00:22:55,320 --> 00:22:57,320 Yeah, this is our last five days 297 00:22:57,400 --> 00:22:59,720 So they keep doing that and I didn't know this at the time 298 00:22:59,720 --> 00:23:04,200 But she was calling them threatening them being very aggressive screaming at them saying i'm gonna have your job 299 00:23:04,200 --> 00:23:07,000 If you put me on hold one more time, they're like there's no one for you to talk to 300 00:23:07,160 --> 00:23:08,680 We've already told you our manager is busy 301 00:23:08,680 --> 00:23:10,600 We can take your phone which you can call you back and she's like no 302 00:23:10,840 --> 00:23:14,600 They're like then you have to wait on hold. There's not another option here again 303 00:23:14,760 --> 00:23:17,720 I would walk away from the phone if I saw that number 304 00:23:17,880 --> 00:23:21,000 That's why at some point the agents were just putting it on hold. They're like we're done 305 00:23:21,800 --> 00:23:22,760 I'm not saying that was great 306 00:23:22,760 --> 00:23:28,440 But this lady was nuts and then so finally I had to put my brand's it support on hold 307 00:23:28,680 --> 00:23:32,760 Because he asked me to go check the credit card readers at the front desk to see if it works now 308 00:23:32,760 --> 00:23:37,000 So then you know, they did something and then I went up to the front desk. I tried it didn't work 309 00:23:37,240 --> 00:23:41,160 Went to the back. I went to pick up the hold call. Oh, no, you didn't 310 00:23:41,560 --> 00:23:43,560 No, you got trapped 311 00:23:44,440 --> 00:23:48,680 So I pick it i'm like hi it support and the lady's like no and 312 00:23:49,480 --> 00:23:54,120 She starts going off and I was like ma'am. I'm sorry. Let me stop you right there. I was like I have to put you on hold 313 00:23:54,360 --> 00:23:59,000 I said i'm on the phone right now with our critical it support. She's like i'm not being placed 314 00:23:59,000 --> 00:24:03,960 And she's just yelling and then I other it's still on my phone. They can hear everything 315 00:24:04,440 --> 00:24:07,800 And then they hear this crazy person on speaker who's beginning to threaten me 316 00:24:08,120 --> 00:24:11,480 So then I mute that phone so she can't hear me talk and then I go to my it 317 00:24:11,480 --> 00:24:15,320 I said can you guys wait a minute? I'm gonna mute me real quick because I gotta handle this and they're laughing 318 00:24:15,320 --> 00:24:17,080 They're like, yeah, okay 319 00:24:17,080 --> 00:24:19,640 So I mute me on that phone and then I unmute it on hers 320 00:24:19,720 --> 00:24:22,280 Oh my gosh, and I said ma'am I need to stop you right there 321 00:24:22,520 --> 00:24:26,440 So now we're gonna do a little background to the situation because I hadn't had a chance to dive into it yet 322 00:24:26,440 --> 00:24:30,520 Because I was busy dealing with stuff. So I got the down low from her first 323 00:24:30,520 --> 00:24:35,880 She's like my son was robbed at your hotel and you guys are doing nothing about it 324 00:24:35,960 --> 00:24:38,360 And I'm like what did you call police department? 325 00:24:39,160 --> 00:24:41,320 And I was like, yeah, I don't think that's accurate 326 00:24:41,400 --> 00:24:45,800 But I haven't had time to look into your situation because as my agents have told you multiple times 327 00:24:45,880 --> 00:24:49,320 I am in the middle of a call. She's like well you need to do something about it 328 00:24:49,640 --> 00:24:53,080 How dare you not take this seriously? I'm gonna sue you for every dollar you're worth 329 00:24:53,080 --> 00:24:58,680 You're not gonna have a job by tomorrow and I said, oh promise with what's going on right now 330 00:24:59,720 --> 00:25:02,760 I will take you up don't threaten me. And I said ma'am 331 00:25:03,240 --> 00:25:05,960 Are you threatening me and she's like well 332 00:25:06,840 --> 00:25:09,160 And she keeps going and I said no, no, no ma'am. I heard a threat 333 00:25:09,160 --> 00:25:10,920 So i'm going to be disconnecting this call now 334 00:25:10,920 --> 00:25:15,080 I will not speak to anyone who speaks to me like that if you would like to talk in a rational manner 335 00:25:15,160 --> 00:25:20,360 You can call back later or I can give you a call back when you've calmed down and I've resolved the situation 336 00:25:20,360 --> 00:25:23,320 And then she's like don't you dare hang up on me click? 337 00:25:24,440 --> 00:25:27,400 Don't you dare hang up with me? I'm gonna fucking call my lawyer right now 338 00:25:27,400 --> 00:25:30,600 I said, yeah, you don't speak to me like that hung up and then I tell my agents 339 00:25:30,600 --> 00:25:33,880 I'm like, I don't know what that was but if it calls back again put it on hold 340 00:25:34,520 --> 00:25:39,480 Get back to my it call. We finished doing whatever we're doing and there's like with both phones on speaker 341 00:25:41,240 --> 00:25:43,240 Flight crew in front of her 342 00:25:43,880 --> 00:25:47,960 Right, so brand it sport ended up being absolutely zero help. They could do nothing 343 00:25:47,960 --> 00:25:51,640 So we disconnect from them then my other it guys are like we're gonna look into some stuff 344 00:25:51,640 --> 00:25:54,200 Can we give you a call back in a few? It was like great. I need to deal with this person 345 00:25:54,280 --> 00:25:58,440 Anyways, so they're like, yeah phone with that. Let us know how it ends. You call their back 346 00:25:58,760 --> 00:26:03,240 No, but I need to figure out what's going on because as soon as I came in this morning, I was on the phone 347 00:26:03,480 --> 00:26:09,320 So I talked to my agents. I'm like, okay, somebody fill me in what's going on somebody got robbed. No, okay 348 00:26:09,320 --> 00:26:12,680 What happened? They're like, well this guy like young guy came up to the front desk early this morning 349 00:26:12,680 --> 00:26:16,760 I said, hey, did anyone turn in car keys from the bar last night? I was there last night 350 00:26:16,760 --> 00:26:19,880 I think I might have left them behind and my agent says no 351 00:26:19,880 --> 00:26:23,400 Nobody's turned anything in but you know, we can take out your phone give you a call if anybody finds anything 352 00:26:23,480 --> 00:26:25,800 I'm like, okay leaves hours later 353 00:26:25,880 --> 00:26:31,160 He comes back and says I think somebody broke into my room and stole my car keys and my air pods 354 00:26:31,560 --> 00:26:33,560 And they're like, oh my gosh, i'm so sorry 355 00:26:33,640 --> 00:26:37,960 Like we can have someone do a locking carrogation and see, you know who entered the room. He's like yeah, okay do that 356 00:26:37,960 --> 00:26:42,360 I'll wait here. We're like, okay a couple of hours. So this is all while i'm on the phone 357 00:26:42,360 --> 00:26:48,600 So chief engineer goes up does locking interrogation brings it down nobody's entered that room since the guest checked in they checked in the day 358 00:26:48,600 --> 00:26:50,920 Before there hasn't been housekeeping service since then 359 00:26:51,560 --> 00:26:55,080 So he goes and shows the guy nobody's entered your room 360 00:26:55,480 --> 00:27:02,920 So unless you left the door ajar, which I would still say or unless he had a friend she snuck out. Oh 361 00:27:04,840 --> 00:27:06,840 And took payment with her 362 00:27:06,840 --> 00:27:07,960 Exactly, we don't know 363 00:27:07,960 --> 00:27:10,920 So she told him he's like look unless you left the door jar or something happened 364 00:27:10,920 --> 00:27:13,400 Nobody entered your room and he's like well something's wrong with the lock 365 00:27:13,480 --> 00:27:18,840 It's not locking properly and he like goes up there shows the chief and he like doesn't open it 90 degrees 366 00:27:19,000 --> 00:27:24,280 He opens it less and then like kind of releases it and it doesn't lock all the way and we're like, yeah 367 00:27:24,280 --> 00:27:29,480 But you didn't shut your door and he's like, well, isn't that you're just supposed to shut i'm supposed to and he's like, yeah 368 00:27:29,720 --> 00:27:32,840 It's not our responsibility if you don't check that your door shut you grew up in a barn 369 00:27:33,320 --> 00:27:37,020 Yeah, but he said it really nice. He's like, well, you know if you're not closing it properly 370 00:27:37,020 --> 00:27:42,060 It might not lock all the way and so they tell me all this and i'm like so that was his mother 371 00:27:42,300 --> 00:27:46,620 And they're like, yeah, that was his mom. I'm like, but he's a grown adult and they're like, yeah 372 00:27:46,860 --> 00:27:51,820 I'm like what though? So a short while later I get another call. They're like it's his mom again 373 00:27:52,300 --> 00:27:54,300 And I was like, oh let's go 374 00:27:55,020 --> 00:27:57,980 Let's go. I've already checked his bed. He's not even on that reservation 375 00:27:57,980 --> 00:28:03,260 It's his boss's name on the reservation. His boss has three different reservations. So your name is supposed to talk to her anyway 376 00:28:03,260 --> 00:28:08,780 No, so I answer and i'm like hi mrs. Karen. I believe I spoke with you earlier. She's like, yes, how dare you? 377 00:28:08,780 --> 00:28:12,140 Oh, i'm like, no, i'm gonna stop you right there. You need to speak in a respectful tone 378 00:28:12,140 --> 00:28:14,140 Or i'm not going to continue this conversation 379 00:28:14,300 --> 00:28:18,540 And then she's like well my son was robbed at your hotel said i'm gonna stop you again 380 00:28:18,860 --> 00:28:22,700 I'm not sure what your son said to you, but no such thing occurred at this hotel 381 00:28:22,940 --> 00:28:26,940 But i'm also not going to discuss it with you any further because you're not a guest of this hotel 382 00:28:27,100 --> 00:28:29,260 And i'm not at liberty to discuss this with you 383 00:28:29,260 --> 00:28:34,380 But he said I could talk and I said absolutely not your son is a grown adult and I will not be continuing to have a conversation 384 00:28:34,380 --> 00:28:39,260 With his mother regarding a situation she is not involved in and my boss walks in at this time like 385 00:28:39,980 --> 00:28:46,380 Mouth agape listening to me tell this mom off and then she continues to tell me oh i'm going to fucking sue you 386 00:28:46,380 --> 00:28:48,620 So then I hung up on her and I was like, nope 387 00:28:48,620 --> 00:28:52,780 We're not doing this anymore and then I turn and tell my boss exactly what happened. She's like, oh hell no 388 00:28:52,780 --> 00:28:56,300 She's like get him out if she's gonna treat everyone like that. You can kick her out 389 00:28:56,300 --> 00:29:01,180 But I was like, well, this is what i'm gonna do i'm gonna call the son and tell him I spoke to mommy 390 00:29:01,340 --> 00:29:03,340 And that she's not allowed to call the property anymore 391 00:29:03,340 --> 00:29:06,780 She cannot threaten any of my agents and if she does then I will evict him 392 00:29:06,940 --> 00:29:11,260 So I give him a call and I was like hi there. Um, you spoke with us early regarding your missing arms 393 00:29:11,260 --> 00:29:13,260 Yeah, have you guys finally been getting like no not yet 394 00:29:13,340 --> 00:29:17,180 But I did want to let you know that your mother has been calling the hotel making threats 395 00:29:17,560 --> 00:29:22,940 Harassing the agents calls back every five minutes has told us that she's going to sue us among other things 396 00:29:22,940 --> 00:29:26,620 But there's been a lot of threats and aggression and we're not going to condone that 397 00:29:27,020 --> 00:29:32,460 So you need to reach out to your mother and tell her to stop or we will be asking you to leave the hotel 398 00:29:32,620 --> 00:29:37,100 And he's like, well i'm working right now and I was like again, this is your problem. Not mine 399 00:29:37,260 --> 00:29:39,420 You told your mother and now she's threatening my team 400 00:29:39,820 --> 00:29:44,540 I'm more than happy to have your stuff removed out of the room unless she stops calling 401 00:29:45,020 --> 00:29:47,900 But I can't control the actions of others 402 00:29:48,460 --> 00:29:52,300 And I said sir, that's a you problem. You told your mother she's treating my staff this way 403 00:29:52,300 --> 00:29:56,940 You're gone if this doesn't stop right now and he's like, okay. Okay. Okay. I'll call her. I said, okay 404 00:29:57,420 --> 00:30:00,060 And then let me know if you have any questions regarding the matter 405 00:30:00,460 --> 00:30:03,900 So then towards the end of the day, I think that's the end of it 406 00:30:04,220 --> 00:30:07,100 The agent comes back that guy's back with his boss 407 00:30:07,580 --> 00:30:12,860 And at that time we were doing pm pass on so the gm is right there the director of food and beverages right there. Everyone's like 408 00:30:13,580 --> 00:30:19,260 Go get him. I'm like, let's fight go my boss is like kick him out. So I had her full support 409 00:30:19,260 --> 00:30:24,540 So I went up to the front desk, but unfortunately and lucky the boss was very nice 410 00:30:24,940 --> 00:30:27,660 Polite said I know this isn't your guys's fault 411 00:30:27,980 --> 00:30:31,580 I I just appreciate you guys working with us seeing what you can do and I was like, okay 412 00:30:31,740 --> 00:30:36,220 I'll be nice. So, you know if you don't fight me, I'm trying to fight you so I was like, okay 413 00:30:36,220 --> 00:30:41,180 I'm like, no, we're doing everything we can but unfortunately, uh, I'm not sure how much he told you but we did a lock 414 00:30:41,180 --> 00:30:45,900 And he's like you did a lock interrogation. I said we did and nobody ever entered the room other than him 415 00:30:45,900 --> 00:30:51,020 So unless he left the door ajar then there's no way if somebody could have gotten into that room 416 00:30:51,020 --> 00:30:57,980 He's like, okay and part of the reason the boss was so concerned, you know the car keys he lost until those were his boss's car keys 417 00:30:58,620 --> 00:31:00,620 His mercy. No 418 00:31:00,620 --> 00:31:07,420 That was his boss's mercedes car keys. Why did he have his boss's car keys? I don't know, but he told me about that 419 00:31:07,420 --> 00:31:11,740 I'm like, oh, i'm so sorry. I was like look we are doing everything we can but your associate also said 420 00:31:11,740 --> 00:31:13,740 You know, he wasn't sure if he'd left him in the bar last night 421 00:31:13,740 --> 00:31:16,140 So we did make sure to double check the bar area 422 00:31:17,020 --> 00:31:19,020 and my agents are like 423 00:31:20,140 --> 00:31:22,300 And I was like, so don't worry. We're still checking everywhere 424 00:31:22,860 --> 00:31:25,820 And then at the end he was like, okay. Thank you so much. Can I get my number? 425 00:31:25,900 --> 00:31:28,700 I'm like, of course I take his number and he said can I have your card? 426 00:31:28,700 --> 00:31:30,700 I was like, of course and I couldn't find it anywhere at the desk 427 00:31:30,700 --> 00:31:36,780 So I go back to my office to get it. Everyone is standing there. Yeah, they're watching there's that with popcorn literally 428 00:31:36,860 --> 00:31:38,060 And I was like, what are you all doing? 429 00:31:38,060 --> 00:31:40,140 They're like, did you tell him about his mom yet? 430 00:31:40,140 --> 00:31:45,180 And I was like I hadn't my boss is like throw in something about his mom and I was like, okay 431 00:31:45,180 --> 00:31:48,540 Okay, I will so I go get my car and I go back out there and I'm like, okay 432 00:31:48,540 --> 00:31:52,380 And this is my car feel free to reach out to me and I turned to that man and I was like and sir 433 00:31:52,380 --> 00:31:54,780 I just want to let you know. Thank you for talking to your mother 434 00:31:55,420 --> 00:32:02,140 Because she has stopped calling and threatening our staff and we really appreciate that and he's like, oh, yeah 435 00:32:02,140 --> 00:32:04,140 Well, you know, she just wants to i'm like no 436 00:32:04,780 --> 00:32:09,500 There's no there's no but and I said I appreciate that because my general manager gave me very strict orders 437 00:32:09,500 --> 00:32:14,300 That if that continued you would have to leave how does boss take that? Oh, he didn't say anything 438 00:32:14,460 --> 00:32:21,020 So you think it's done, right? No, it's over. No, where were the car keys? Oh, we still don't know. Oh, sorry 439 00:32:23,900 --> 00:32:29,420 So you think it's all done and then i'm driving here tonight what and my sister 440 00:32:29,900 --> 00:32:37,100 Standager calls me. It says oh my god, you're not gonna believe update on mommy boy and we're like what happened with mommy boy? 441 00:32:37,100 --> 00:32:44,140 She's like his uncle just called uncle. Apparently he's a gm at a westin in la or something like that 442 00:32:44,380 --> 00:32:50,620 And he is like how come you're threatening to evict my nephew because he his stuff was robbed 443 00:32:51,020 --> 00:32:53,580 And my assistant was like, whoa, whoa, whoa back up 444 00:32:53,740 --> 00:32:59,020 She's like first of all just want to let you know his story changes nearly every time it comes to the desk the first time 445 00:32:59,260 --> 00:33:01,980 He had too many drinks and admitted he might have lost it in the bar 446 00:33:02,300 --> 00:33:06,220 The second time suddenly more items appeared but they broke into his room 447 00:33:06,220 --> 00:33:10,620 And third you're aware that his mother has been calling threatening our team members 448 00:33:10,780 --> 00:33:13,340 How would you feel if somebody was doing that to your front desk agents? 449 00:33:13,580 --> 00:33:16,780 And he's like, I understand and she's like no because he wanted the gm's phone number 450 00:33:16,780 --> 00:33:18,300 She's like you're more than welcome to email rdm 451 00:33:18,300 --> 00:33:24,060 But just so you know the gm is fully in support of him being evicted if our team continues to get harassed because he misplaced 452 00:33:24,060 --> 00:33:30,220 His items and he's like, no, I understand and the disconnected so all of his family member have been bugging us all day 453 00:33:30,700 --> 00:33:35,260 Supportive family. So that was my day mommy boys and it issues me 454 00:33:35,260 --> 00:33:40,140 Me well on that note, do you want to take us out if I remember how to do this? It's been a month 455 00:33:40,460 --> 00:33:41,740 It has been 456 00:33:41,740 --> 00:33:43,740 Do we have to put the training wheels back on? 457 00:33:44,700 --> 00:33:49,660 Okay team. Well, thank you so much for listening. Make sure to follow us on all of our socials 458 00:33:49,740 --> 00:33:54,060 You can find us anywhere you listen to podcasts anywhere on social media 459 00:33:54,140 --> 00:34:00,700 Just use that search button and search tales from the service industry if you have a story or just want to say hello 460 00:34:00,700 --> 00:34:08,080 You can email us at og3 at tftsi.com. That is og3 at tftsi.com 461 00:34:08,620 --> 00:34:12,300 Thanks for listening ladies. Thanks for joining. Of course happy to be here 462 00:34:12,780 --> 00:34:16,860 And while this is kind of an out of sequence out of cycle 463 00:34:17,640 --> 00:34:22,620 Unexpected episode we will be back in a few weeks. Yep a few weeks. Yeah 464 00:34:23,020 --> 00:34:25,180 See you then kind of an arbitrary amount, but yeah 465 00:34:25,180 --> 00:34:30,300 Yeah, happy summer. Bye team