Let's do it. Cheers.
To season two.
Welcome back.
Welcome back to Tales from the Service Industry.
I'm Bill. I'm your host.
I'm here tonight with Miss B.
Hey guys.
I'm here tonight with Liz.
Hi team.
We are kicking off season two, powered by Red Wine.
Yes.
With a dragon on the label.
Can't remember the name. Doesn't matter.
Dragon on the label.
Yes.
Pour me another glass.
Let's get after it.
So welcome back.
Thank you for tuning in to our first episode of season two.
Back with great friends and our co-hosts that everybody loves.
As we start tonight, let's start off with some fun stories.
Ah yes.
Oh boy.
Down.
What are we going to get into?
Trouble, hopefully.
I know that we had talked very briefly earlier about some of the stories we could tell.
And we had settled on a couple about recent employee interactions.
And I had a fun one that I wanted to share with you ladies.
But I think everybody listening might kind of get a kick out of it.
Okay.
And here's why.
Normally the stories that I'll share, I don't know.
I don't think I'm a jerk.
This one. I was a dick.
No way.
I love that.
I was very much not a nice human being.
And I will share with you what the fallout of that was.
Okay.
But before we start, was your attitude and response warranted?
Very rarely is my response not warranted.
Okay. Fair.
As you will hear, the interaction was very professional.
Okay. Good.
But the interaction was not very warm and fuzzy would be a good way to put it.
I was going to say proactive.
No, it's highly proactive.
And it actually had some great fallout that I'm really happy about.
Yay.
Okay.
So I will share.
All right.
So the hotel that I'm at now is not performing very well.
So I was basically put in the position to take it over, help square it away.
Okay.
One of the challenges that we've had has been employee performance.
Come in and fix.
Yeah. Come in and fix.
Now, I'm not going to tell you names.
That's not what we're here for.
It's just kind of a situation.
Okay.
So when I started at this property, a lot of the employees would corner me and ask
me about the raises saying, we were promised a raise in October by the previous leadership.
For the company that I work for, they never do raises in October.
I was going to say that's kind of a weird time of year for a raise.
Right.
Yeah.
They do.
Excuse me.
That one's on record.
This is the problem with drinking while we podcast.
Yeah.
So the company that I work for does their raises at the beginning of the year.
Second quarter.
I've answered this question to every single employee the exact same way.
Number one, I don't know what you're talking about.
I wasn't here when those races were promised.
Yeah.
But number two, I can tell you that based on our budget, what I see in the system, what
have my conversations been with my leadership?
The answer is no.
Okay.
And for me, I've always prided myself on the fact that you may not like the answer,
but I'll do my absolute best to be as truthful and transparent with you as possible.
That's great.
I'm not going to kick the can down the road and I'm not going to lie to you.
Well, and if you've done the research, looked at their file, see if there's anything on paper
written agreement, but if there's not, your hands are tied.
Are they at minimum?
Oh, no.
Oh.
No, no, no, no.
The team's all well above minimum.
So it's not a January 1st issue.
That's what I was going to say.
It's like January 1st.
No, no, no.
It's not a government mandated change in minimum wage or anything like that.
So this associate asks me, when am I going to get a raise and why don't we have bonuses?
And I said, okay.
So I've explained to you the fact that there is no raise that is scheduled for the month
of October.
Manager or hourly?
This is an hourly associate.
Huh.
With a bonus.
Why would they think they would get a bonus if they've never gotten one before?
I don't know.
Okay.
Look, that kind of ties into the absurdity of the full conversation.
Okay.
So I said to this person, well, I would really like to actually have this conversation with
you because I've been asked this question before.
I've shared back with everybody there.
There is no scheduled raise.
There's no scheduled raise as far as in the P and L for the month of October.
It's scheduled for Q2 next year, yada, yada, yada.
So let's have this conversation because I really want to understand your mindset and
where you're coming from on this.
This person says, okay, door is open.
Yeah.
Okay.
So I said to this person, you've made it clear that you feel that you deserve a raise.
So let me ask you a couple of questions.
Oh, boy.
This person says, okay.
I said, if I was to give you a grading scale of one to 100, one being a brand new associate
that knows nothing on day one.
Okay.
I would hope they get more than a one.
So listen to the whole scale first.
So one is an associate that's brand new day one.
100 is a fully trained employee at month five.
Where on that scale would you place yourself?
And the employee thinks about it for a moment and says,
Please don't say less than 100.
So the, they say, they for sure say 100.
Have I told you the story?
No.
Okay.
So the associate thinks about it for a moment and they say, hmm, you know, I would say
like an 83, 84, 85 somewhere in there.
Oh, okay.
I said, okay, great.
Hold on to that number.
I said, where is the hotel right now in its overall performance?
Not where it should be.
And the associate says to me, I don't know what our number is, but I know that we are failing.
Okay, great.
Hold on to that thought.
Yeah.
I said, when you were brought on five months ago, you were given a series of training modules
that you needed to complete in your first 30 days.
So can you tell me where you are in your new hire training?
And this person thinks about it and says, you know, I'm, I don't know.
And I said, well, let me help you out with answering that question because I do.
I said, right now you are at 29% complete.
Shut up.
On your 30 day training after five months.
Yeah.
Now you're kidding.
Keep in mind in this conversation, what did I say at the very beginning on a scale of one to 100, 100 being where a five month employee should be fully trained, but they're not fully trained.
They're not.
This person is at their fifth month.
You are nowhere near.
I'm trying to be enforced with this person that I'm talking about you.
So this person says, oh, at the 29%.
And I said, but let me ask you a couple more questions.
I said, at what point have you received a paycheck in your time with us that has not
been what was owed?
Never.
And they stopped and they thought and they said, well, never.
But they have owed you the training modules after their first 30 days and after five months,
they still have not yet completed it.
Correct.
So at this point I looked at this person and I said, so let me make sure I understand
our conversation to date in its entirety.
I don't want to be wrong in this conversation.
Okay.
Well, if I'm sorry to interrupt, but if I was this team member, I would have been like,
uh, okay, I get what you're putting down.
I'm going to go back to work and finish those.
Like I am so sorry.
Oh God.
You and I are on the same page because if it would have been me in that conversation,
I would have been like, where's the ripcord?
Literally, literally.
Where's the eject button?
Get the S out of here.
The entitlement.
Oh, my God.
It gets worse.
Oh God.
Keep going.
I'm excited.
So I said to this person, I said, let me just recap the whole conversation so that we're
on the same page.
I said, you are asking me for not only a raise, but bonuses.
Oh God.
Yet you sat here and you explained to me that the hotel is failing, that your training is
only 29% complete.
And when asked where you are on a 100 scale of one being a brand new associate to 100
being a fully trained five month employee, you told me that you're an 83 to an 85.
So you're 15% below your performance as a fully trained front desk agent.
You are 61% below complete on your training.
I would die.
And the hotel is failing.
Do you think you deserve a raise or a bonus?
So I looked at this person square in the face and I said, so please, let's continue the
conversation where you justify a raise and or a bonus.
Oh my God.
They didn't run away.
They stayed there.
Oh my God.
They were arguing at this point is arguing.
Yes.
Oh my God.
And this one is badgering.
Yes.
So I said, look, if you're not picking up what I'm putting down right now, then let
me just make it clear.
And that is you are not getting a bonus in the month of October.
You are not getting a bonus next year.
You will get a pay adjustment.
But at this point we are not based on performance.
None of us are in a situation where a bonus is even a warranted thing.
I can't even ask my boss for a bonus.
Well, because the hotel is failing.
My boss is going to say, where is the hotel at?
Where are you financially?
Where are you at?
Sorry.
Why do you deserve it?
We don't reward mediocrity, let alone below mediocrity.
We're not even mediocre.
Right.
Now, all of this is just, I mean, it's not even a funny story at this point.
It's just like, oh my God, this is cringy, right?
Yeah.
The humor is this.
Two days later, this person.
It keeps going.
Yeah.
Two days later, this person walks into my office and gives me a resignation letter.
Done.
Bye.
Good Felicia.
Good riddance.
Thank you.
Let's take that, put a pin in it and fast forward to yesterday.
So yesterday.
To give us some timeline, when did that original conversation occur?
Ballpark.
Uh, two weeks ago, 10 days ago.
Okay.
Yeah, it would have been 10 days ago.
Okay.
So yesterday, I'm walking around the property and one of our long-term stay guests sees
me and he comes up and he says, so, uh, I've noticed a lot of people are leaving the hotel.
I said, what do you mean?
He goes, a lot of employees are leaving the hotel.
I said, yes, they are.
He goes, why is that?
Like what are you doing?
Yeah.
To make everyone I like leave.
Well, no, no, that's not part of the, that's not part of the equation at this point.
Oh, okay.
Okay.
So I looked at him and I said, well, in all honesty, I said, I think it's me.
Like I am the common factor.
He goes, well, why do you say that?
And I said, because I'm changing the culture of the hotel.
He goes, well, what do you mean by that?
And I said, well, I'm not going to accept poor performance.
I'm not going to accept, you know, substandard service.
I'm not going to accept a lack of accountability.
I'm not going to accept a lack of drive and vision and all the other buzzwords that we
preach.
Damn, go off.
Well, no, I was very polite to him.
I like, I love it.
So he looks at me, he goes, huh?
I said, well, why do you ask?
He says, because, uh, someone's been here at night talking to a lot of your associates.
Stop.
And I said, by someone, do you mean someone that has previously worked here?
And he says, yes.
Oh, I kind of let it pause for a second.
He says to me, how do you feel about people coming in and stealing your employees?
And I thought about it for a moment and I looked him square on the eye and I said, you
know, I would be upset if someone came in here and stole my employees.
He goes, so you're upset.
I said, no, but I would be.
So he looks me in the eye and he goes, I don't, I don't understand.
You know, if you're upset that somebody was stealing your employees and somebody was stealing
your employees, why are you not upset?
I pause for a second, I looked down and I said, well, the thing you have to understand
is that for something to be stolen, it has to have an associated value.
I have to, I have to want them here.
Exactly.
And the look on his face was like, I just slapped him.
He's like, so what you're telling me is this person is stealing the worst of your employees?
Probably.
I said, again, person might be taking them.
They're not stealing them.
He smiled at me and he's like, you're all right.
Like I see you.
Yeah, you're all right.
I see what you're putting down.
He turned around and walked away.
Oh my God, I love it.
You're all right.
Can you say, have a great day?
Oh my God, that's so funny.
So did you confirm any of the story?
Yeah.
Review the footage.
Unfortunately for him, person that was coming in to steal our employees, he's on camera.
Yeah.
So, you know, I've got this person in my lobby well after hours, like normal business hours
talking to my employees, the same ones that have tended to resignation.
So yeah, it's not an allegation.
It's a fact.
So what are you going to do about it?
Nothing.
I'm going to send him a Christmas card next year and just say thank you.
Because quite literally he's taking the people that have the worst scores, the worst performance,
the worst ethics, the worst drive, lack of ambition.
Good luck.
The list goes on.
Bye.
And he's taking all of those.
He's taking your problems away.
100%.
But you don't have to deal with it.
They're just turning in the resignation.
It's the best one that happens because then you don't have to go through all the effort
of firing them.
Yeah, exactly.
It's a lot of work.
There's no progressive discipline.
There's no stress of, oh my God, I got to talk to this person again.
Oh, amazing.
But the best part is their exodus has already begun.
Several have already left.
Good.
One left yesterday, one left today.
Congratulations.
Thanks.
Even more amazing, neither of them said a word as they walked out the door.
Oh my gosh.
They just took their check and bounced.
Thank you.
Good bye.
A late Christmas present.
That's amazing.
But the problem is.
I'm jealous.
Well, no.
Okay.
So here's the problem though.
Their performance has tanked since they gave their resignations.
Of course.
Of course it has.
And you didn't walk them.
Well, you might have needed them to just stand there and be a body.
Pretty much.
That's where I was at.
So I mean, we've been hiring.
We've got replacements coming in.
It's just, it's going to take a little while.
But the training process, I mean, giving them in takes a couple weeks.
There's going to be a very big ramp up.
But the performance of the team that's still there right now, we've shed like 17 points
off of our overall satisfaction.
So it's gone lower.
Yeah.
I'm still above where the old leadership was, but high sixties is how we started the month.
And now we're.
Lower than that.
51.
Are your leaders stepping up or no?
One of my leaders is one of those has been poached.
Oh, what position?
FOS.
Oh, sorry.
Front office supervisor.
I actually got that.
Catch it on.
Working on a replacement for that.
Okay.
Basically I've got half the front desk and a new mid-level leader that we're looking
for.
So it'll be a full, fresh team.
Oh, best part of it all is that one of the cultural changes that I'm trying to make at
the hotel is to take us away from being a job and have us be your jumping off point for
a new career.
I love that.
So every single interview that we've been giving, one of the questions that I talked
to the applicants about is what are your goals?
What's your ambition?
Where do you see yourself in five years?
Not even that.
Where do you see yourself in 18 months?
Oh, well, it's like even shorter.
And when I've asked that question, a couple of them have asked back, you know, oh, well,
usually people ask like, you know, where I'm going to be in three to five years.
I said, no, I don't care about that.
I said, all I want to know right now is where do you want to be in the next 12 to 18 months?
Because if you are serious about getting into the hotel industry, like I want to be here,
still learning, still growing, you want to be, you want to come into my industry, work
in my hotel.
My promise to you is that I will pay you a fair wage and I will give you an education.
And I will teach you.
Yeah.
So rather than having to go to your local college and get a degree in hospitality that
is worth nothing because right, it doesn't really matter if you understand that a 200
thread count sheet is 100 up and 100 sideways.
Big deal.
I want you to know how to deal with guest issues.
I want you to be a rockstar with problem resolution.
I want you to be empowered.
Yeah.
Confident.
I want you to be ready to take the next step.
And I will stand here and I will tell you right now that that next step, when you're
ready for it, you will only feel that you are 85% ready to step.
But the reason I say that is that if you are 100% confident going into your next position,
you're going to go into that next position and be bored.
Yeah.
You need to be challenged.
Here's what's funny.
Is that every single one of them that I have asked that question of about where do you
want to be?
Some have said, well, I want a career in hospitality.
Okay.
Are you willing to learn?
They say yes.
Great.
Our pay is this and we're not the highest paying hotel.
But I have told every single one of them, our pay is X. If you want to come work for
me, I will pay you that wage and I will pack your head with everything I can possibly put
into it in the next 12 to 18 months and I will have you ready to take the next step.
Wow.
And I said, and I am fully aware that we don't pay as much as the hotel down the street.
But do you want to make 3% next year as a raise or do you want to step up to a supervisor
level and make 30% more?
And have a career.
And most people are like, oh, I want that.
Great.
This is what I expect from you.
And I flat out tell them in 12 to 18 months, you are going to be ready to take a step.
Shit.
Where do I apply?
Right?
Like, here's the thing that was really kind of interesting is that when I was talking
to my AGM about this and even my current FOS, both of them push back saying you can't
talk to people like that.
You're going to scare everybody away.
No, you're going to scare the right people away.
The eager beavers that are so hungry to get in and to learn and to grow are just going
to eat that shit up.
See, I hear that and I want to jump up.
I'm like, let's do it.
So yeah, I mean, ultimately the entire concept of me telling them that is exactly what you
just said.
You know, it's like I would much rather have the people that don't have the ambition, the
drive and the desire to just simply back out of the application process than to be hired
on and then I have to discipline them out.
Let me one up that.
Go for it.
What if someone had no experience?
Love it.
And they're like, I want to get into hospitality.
I've maybe worked with minor customer service before, but I'm really, really interested
in this.
I'm a super eager.
I want to learn.
I want to get into the industry.
If I'm hiring one person for the team, I would hire you on the spot.
Yeah.
Moldable.
Well, moldable, coachable, coachable, but what else?
Usually a good attitude, good personality.
What else?
I mean, I just think the eagerness, I feel, I feel so dumb like what else?
The hunger.
What don't you have?
I don't have bad habits.
Yeah, I'm not tainted.
Way to go, must be.
Absolutely.
You don't have the bad habits.
No, you don't have any bad experiences from previous hotels, other industries.
Those are hard to break.
I will never, ever, ever hear the words, but that's how we did it at the holiday in, come
out of your mouth.
Oh, f off.
I'm just saying.
No, I know.
Yeah.
It's like, that's the point though, is that if I've got someone that has all those traits
that will make them an achiever and no experience, that's fine.
I'll give you the experience.
I'll give you the education.
You'll do it my way.
Some of my best hires were people that had zero hospitality experience.
I went out on a limb to give it to them.
Couple of my rock stars recently.
I'm thinking of one in particular, zero hospitality experience.
And I was like, okay.
Some of my best employees, the same thing.
Zero experience.
I hired them simply because they had the drive.
And some of my worst employees were ones I hired with experience.
And then it scared me off.
Okay.
I'm kind of scared because I do have an interview tomorrow with previous experience in an apartment
that I run and now I'm nervous.
Yeah.
Just be careful.
Now you know to ask certain probing questions, like how did you do this at your last?
What would you say if we did it differently?
Well, her pre-screen was fantastic.
Her most recent experience was not applicable with her position that she was applying to.
But she tailored all of her answers to the job she was applying for.
Well, that's good.
So I'm like, eh, either you're really smart.
Wait.
Oh, nice question though.
Is the whole reason you're bringing her in because her parents bought for her?
No.
Not another one of those.
I know.
Not another one?
No.
She's weeding herself out.
Any who's here?
Sorry.
It's an entry level job.
You make mistakes.
When you're paying minimum wage, I mean, you just need to breathe.
Yeah.
But I mean, the same application applies.
I'm definitely going to take that into account.
You know, honestly, ask her, where do you see yourself in 12 to 18 months?
I will.
What do you want from this?
You know, what do you want from this job?
I had an interview today.
Oh, God.
It was cringey.
Talking to this this young lady, it's like, you know, what do you think makes you a great
candidate for front desk?
Stop.
Well, I'm really outgoing.
I'm really a people person.
I love working.
I love working with people.
I'm really energetic.
And it was just like, oh, my God, I could feel like every muscle in my body was slow
and clenching over the fact that this is how you perceive high energy.
I'd like to see low energy.
My favorite answer to that question was when I asked that same question, they're like,
oh, it's really close to my house.
I could ride my bike here.
It's like not hired.
Yeah.
Conversely, though, also had an interview with a person today that and to our moments
ago conversation about experience, this person had zero hotel experience.
This person had, I don't remember how many years in the military experience, though.
Oh, that should be good.
Speaking with her, holy cow.
It's very eloquent.
She was very well spoken.
She was very clear in what she was saying.
We threw questions at her that there was zero chance of her answering the way I would
want her to answer.
And she surprisingly got close with no hotel experience, nothing.
And she even said, I just applied my own personal experience and thought about how I would handle
that and what I would say as an employee.
So just hired instincts?
Just gut instincts.
And I was really impressed.
Did you hire on the spot?
No, because here's why.
I absolutely would bring her on.
I fully feel that she needs to have experience, obviously, but she's not a line employee level
of thought and maturity.
And that's where I'm conflicted with this is that.
Wait, what do you mean by that?
I don't get it either.
I'll explain.
Okay.
Is that in speaking with her and having her go through logical steps, she's very much
like a supervisory.
I wouldn't throw her in a management category at this point, but she's definitely a lead
or definitively a supervisor in her thought processes.
But her experience doesn't match.
So how can I bring her in as a supervisor to someone that has experience when she
doesn't even know how to log into the computer?
Right.
Oh, was she applying for a supervisor position?
No, she's applying for a regular line in position.
Well, you could bring her in as an agent and then could promote her pretty quickly.
As soon as she knows the system.
Right.
But my problem is half my team is gone.
How effectively can how can you train?
How can we train multiple people at the same time and to the degree that they should be
trained?
If only she applied three months from now or three months ago.
Yeah.
The timing is poor.
She's on my shortlist of people to hire though.
Yeah.
Because that sounds like a good one that'll stay and really put in the work.
Well, and she got the exact same speech that I gave everybody and she was excited about
like her eyes were big.
She's like, that's an option.
No, that's not an option.
I said in 12 to 18 months, you're going to have to make a decision.
I said, you know, we're going to prepare you to step off into a career.
Sink or swim, babe.
Well, no, here's the thing is that for me, if you were to tell me that you have a desire
to grow and I don't teach you, then I've decided your career path for you.
If you tell me that you want to grow and I give you every piece of knowledge you need
to grow and then you choose not to and you want to just make it a job, that's fine.
That's on you, boo.
I'm going to go home and sleep just fine tonight.
But if I make your career decision for you, that's not cool.
Yeah.
So you know, with the company that we work for, basically if you were to go work at
any other sister property, you punch in on their clock, you get paid from that hotel.
So it's very easy for me to ask for someone, Oh, you need people for the weekend.
I've got people that need hours.
I'll send them over.
It's a great way to learn.
I miss that.
Are you at all in the back of your head nervous that this might just be coming from my years
of inexperience?
They leave you.
Well, no, you failed them.
Oh, absolutely.
It's a fear.
Like you do everything you can, but they're not ready in 12 to 18 months.
What if?
Well, but that's where as their leader, you have checks and balances.
So as their leader, you have a checklist of everything that they need to learn.
And I'm not talking like a general.
How they need to perform to that checklist.
Yeah.
And I'm not talking like a simple checklist.
No, no, no, no, you know, demonstrate a check in note that demonstrate a check in is broken
down into like 20 different pieces.
Right.
I need you to explain to me what the difference is between the primary credit card and the
incidental card.
I need you to explain to me how to create a share with folio.
I need you to explain to me the significance of rate codes or of anything else.
And do they do they do that, you know, adequately or above and beyond energetic and I know,
and ready to like, where do I sign?
Let's do this.
So here's the thing is that the training guy that they have is all set up.
Yes and no, it's not a 10 scale.
You're either proficient or you're not.
Okay.
The training guide has a spot for the associate to sign off and for the manager to sign on
whoever that leader is.
So like when they might not know what you're looking for and just sign off.
Yeah, you're good.
Yeah.
No, and that's not how it's going to work.
So with the training guides, there's going to be a section for engineering.
There will be a section for housekeeping.
There will be a section for F and B. There will be a section for every department in
the hotel because that front desk supervisor or that front desk agent is going to get exposed
to every single one of those departments.
Oh, I was like, is this the same training guide for every single department?
No, no, no, no.
I'm just talking right now about front office.
So that front desk agent needs to understand what it takes to clean a room.
Oh, holy moly.
So congratulations.
Your basic training of two to four weeks to not be dangerous at the front desk is going
to be complete.
You're in housekeeping.
Next week, you're spending three shifts in housekeeping.
You're going to learn how to clean a room from beginning to end.
Oh my God, I love it.
You're going to understand what it takes to return a room to bake and ready when you complete
a room move.
Yes.
Sorry.
And like inspections.
Oh, everything.
They're going to get exposed to it.
They're not going to have to be competent.
They're going to have to understand, but they will clean a room.
They will clean a couple of rooms because they need to understand that those ladies that
are cleaning the room or gentlemen, they need to have respect for every department.
And understand how much hard work goes into that.
That, you know, they don't just check somebody into a room and the person goes, you know,
my view is not the best.
And then front desk just offered to move them to another one and not realize how much labor
went into getting that room ready.
And how much labor do it?
Uh-huh.
And then we'll think about it this way to complete a check in from beginning to end
to complete all standards to not feel rushed to be professional takes what?
How many minutes?
Miss B, you're the pro.
Well, it depends on the type of room, the square footage.
Oh my God.
If there's couches, type of properties, if there's glass windows in the shower, there's
like a lot.
No, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no,
no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no,
no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no.
It would be perfect.
carving hardened here
Be assessment of the 10 days you're reading an entire training assignment that says I
wanna helpάν
So first off, what you're gonna learn now is to sort of figure out basically what you
could do when you sign up for work.
To dis Lead.
So the first thing yourbefore all these workers make is to do the queuing right at the desk
Two hours and five minutes.
So two hours and five minutes of your day
as a front desk agent, 25 arrival day.
Checking people in.
So what are you gonna do for the other five and a half hours?
Your checklist.
Right, now conversely, let's look at housekeeping.
Who gets paid a dollar less than an hour than you do.
No.
Okay, and they are working a full eight hour shift
doing full labor.
And some of these team members are being asked to clean
anywhere between 14 and 16 rooms a day.
Yeah.
They couldn't have to say 15.
Split the difference, okay?
So they've got 480 minutes in their eight hour day
that they are spending sweating.
Cleaning those rooms.
So that is about, wait, hold on.
Eight hours divided by 15 rooms.
So that's half a room per hour.
Yeah, so that should come out.
0.53.
Yeah, so that should come out to about 31 to 32 minutes
per room.
Yes, I would say.
Travel time, elevators, getting supplies.
Supplies, restocking, your cart, at least.
All of that is counted in that 31, 32 minutes.
Oh my God, I'm stressed.
So the pace and the output of energy and sweat equity
and all that is very different in housekeeping
that it is at the front desk.
I mean, I'm thinking as myself, as a hotel stare.
I mean, I pretty much keep the room fairly clean.
I make sure to put my trash in the trash bin,
like all the dirty towels and a pile, da da da da.
No excess, anything.
No, but you're the exception, not the rule.
For sure.
But I'm even thinking that room,
you still have to completely vacuum, mop,
clean every single surface, even if I didn't.
Like recently I stayed in a hotel, I didn't shower,
but they don't know that they have to clean the shower.
Yep.
Cause the thing too is that 32 minutes.
Yeah.
Okay, so.
That's insane.
In the spirit of what the podcast is.
Frickin' respect.
Not only that.
Take your housekeepers.
Yeah, especially on February 15th, but day after day.
Oh, took you a minute.
Oh Liz.
You know, I'll throw you some slag
and say your two glasses in, so we'll go with that.
I just didn't, she just came from happy hour too.
Yeah.
Way to throw me in a butt, or under the butt.
She's my friend.
I know.
Is it hot in here or is it?
I'm blushing, it's only.
Oh, I love it.
Okay, but still.
And do you want to know the crazy sides?
The bed's dirty.
Like that's it.
But here's the thing though,
is that every single front desk agent
will talk about how they work so hard.
Exactly.
Okay, you couldn't see Liz's face like twist up.
To a very hard face head roll with her eyes.
I was just making a nasty face and shaking my head.
I know, but every front desk agent
will talk about how they work so hard
until the day after they are sent to housekeeper.
And then they realize.
F that.
Yeah, you know what happens?
At the time of check in, better questions are asked.
Do you prefer a first floor, a high floor?
Do you prefer something on the courtyard or away?
Well, to prevent from.
Room moves.
Yes.
To help out housekeeping.
Do you like to be closer to the elevator
or do you like a little bit of a walk?
Yeah, rather than just randomly assigning a room,
better questions are asked.
Wow.
And as a result, service goes up.
Because we're anticipating their needs.
Well, and now they have an understanding
that there's a repercussion to not asking simple questions.
And that is that somebody's got to go back and reclean
that room or housekeeping is just going to hate you.
Yeah.
And the one time you need a favor from housekeeping,
they're going to be like, oh, too busy.
Sorry, can't.
And then they're going to shadow with engineering
for a couple of days.
And they're going to screw that too.
And they're going to unclog toilets.
They're going to change light bulbs.
They're going to change batteries and smoke detectors.
They're going to listen to loud fire alarms.
They're going to do all that stuff.
Do you know one of the most common calls
because when I did this at a hotel,
guests constantly call and say their thermostat's not working.
So I went up to I can't tell you how many rooms.
Did they turn it on?
It was always, OK, not always.
Let's say nine out of 10 times, it's user error.
And so then you learn by being up there with engineering,
you're learning all the little tricks.
You're learning this, you're learning that.
So then when I was on the phone, since one would say that,
be like, have you tried to switch this to this to that?
And they go, oh, thanks, it works.
And then my engineer doesn't have to go all the way up there
and stop what they're doing.
And the guest issue is resolved right there on the spot.
Yep.
And we were helpful.
And they didn't have to wait for somebody else to come up
and then go in their room and then disrupt their evening.
But the best part of all of it is this.
As a front office supervisor, if you're
sending that person through all of those things,
they can then reinforce and reinstill all of those lessons
on their hourly associates.
The hourly associates that go through all of this,
they just get a leg up for that next step, which
is going to be a supervisor.
So that when they sit in that interview 12 months from now
and they're asked, as a front desk agent, what have you learned?
They'll be able to sit there in the conference and say,
yeah.
Excuse me, I'm wheezing.
I heard that.
They will be able to sit there and they
will have a conversation saying that, you know what?
I did get experience in housekeeping.
I cleaned a board one day.
We've done room inspections.
We've done x.
We've done y.
We've done z.
I've worked in engineering, blah, blah, blah, blah, blah.
And suddenly.
You will blow that interview away.
Suddenly this person that's sitting there.
You're so overqualified.
Is your star candidate.
Yep.
That person that is sitting there is not
going to be allowed to leave the hotel without a job offer.
Yeah, absolutely.
I wouldn't let that person walk away from the couch.
So Miss B, let me ask you this.
Yes.
If as a front desk agent, you were making $17 an hour.
OK.
And 12 months down the road, you are given all of this information.
You've successfully completed all of your training.
And your manager sits down with you and says,
I think you are ready to take that next step.
You have hit your 85%.
Wow.
You go out and you look for a supervisor role that now
pays $20 an hour.
OK.
So you just went from $17 to $20.
So you got a 15% pay raise.
Nice.
Is that more or less than the 3%
that the company is going to give you to stay there as a job?
More.
It's more.
Even me with my math, I can do that.
OK.
Now, I'm fortunate enough that I work
for a pretty big company where we've got a lot of hotels
that are sister hotels nearby.
Do you have some leverage?
No, no, no.
It's not that I have leverage.
It's that we have opportunity.
OK.
So knowing the hotels that are in the area,
you're looking at an employee pool of probably around 500
associates across those hotels.
OK.
Maybe a little bit more.
With that many associates, people come and go.
Yeah.
There's always opportunities popping up.
Yeah.
It doesn't mean that there's an FOS position available today,
every single day.
But once you hit that 12-month mark
and you're about ready to go, that's
when you start watching for all of that.
For sure.
And over the next three months or so,
as you're continuing to learn and get a little further past
that 85% mark, something's going to come up.
Yeah.
And then you're going to be able to transfer.
So you don't lose your length of service with the company.
You don't have to reset your vacation accruals.
Benefits stay.
You're not resetting your accrual rate.
So as a one to three year employee, you earn.
It's probably the same.
But vacation at one rate, three to five, it's different.
So on and so forth.
But the clock doesn't start over.
The clock doesn't start over.
Your position starts in a different role,
but your clock doesn't restart.
That's nice.
Yeah.
That's a good deal.
As opposed to some properties, they're
not associated with some big company.
And there's nowhere to grow, nowhere to move.
You're just stuck.
There's all those outlets.
And that's one of the perks at working at a box property
or a company that has a bunch of properties.
And especially at those smaller, more boutique properties,
there might be opportunities to transfer it, but nothing
you're qualified for, nothing you have experience in.
Yeah.
It's usually a whole separate department.
You'd have to start from the bottom again.
And we've talked about how our industry is huge,
but our world is small.
I was having a conversation with my AGM today
about exactly that.
And weirdly enough, she threw out a name
that I haven't really thought about in years.
And it was somebody that I worked with.
And it was familiar.
Like seven or eight years ago at a hotel that
was like six or seven hotels ago.
Wow.
And this person, she knows this person.
It's a very small world.
Apparently went to high school with this person.
Wow.
Has history with this person.
Six degrees of Kevin Bacon.
Yeah, pretty much, right?
Well, in this case, it was one degree.
But the point being is that randomly, seven years later,
six hotels later, here I am talking with someone
that knows this person that I thought had good ambition,
that I thought had good drive.
And she agreed.
But I haven't had her path cross back against mine yet.
There's people that, Ms. B, there's people that you and I
know that we know together that I knew before,
that now work for the same company that I do,
but really far away.
Oh, OK.
So it's like it's just this weird,
it's convergence and divergence, right?
People come in and out of the hotel
that you work for, the company that you work for, et cetera.
Well, I mean, in my industry, so I
came from a lot of work in country clubs
before in another part of the state.
So that was very common for golf pros or superintendents
or servers and bartenders just flop from club to club
within a 40 mile radius.
Wow.
So my hometown, it's like, wait, where is that person working
now?
Oh, with that club?
Oh, they were somewhere else when
I worked with them four years ago.
And they've been to three other clubs since.
So it is very common and very hard to keep track of.
Let me tell you.
I'm trying to keep all these connections and keep.
Wait, so as a tennis pro, somebody just
teaches somebody tennis?
Literally, yes.
A tennis pro is not a tennis professional.
That is like a professional player
that's going to eventually go and play Wimbledon.
This is someone who has a passion for coaching and teaching.
Why are they called tennis pros then and not tennis coaches?
Why is it called a golf professional?
Because they get paid.
Yeah, my question would actually
be the same for golf professional too.
Because they get paid.
So saying I am a golf professional
is different than saying I play golf professionally.
Yeah.
Oh, yeah.
Interesting.
So yeah, I don't know that.
It's just it's a teacher.
Got it.
They make good money, though.
Do you have any qualifications?
Yeah, you have to be good.
Teaching experience.
All right, guys, I'm a tennis pro now.
So one of my one of my tennis pros
that worked for me previously did play professionally
in another country.
But then he had like 25 years of teaching experience.
He had a clientele.
He was going to bring in like 80 members to this club.
Wow.
Paying dues, paying the initiation fee,
paying $85 for an hour lesson.
Wow.
In his hiring process, in the interview,
he said, I have this list of people
that will join here to take lessons with me if you hire me.
What happened?
We hired him.
He was a rooster.
That was his nickname.
What does that mean?
He was hard to work with.
I was like, was he allowed?
Did he wake you up in the morning?
No, no, no.
I have found.
No, no, no.
That's not a rooster thing.
No, he made unnecessary noise for the company.
I don't know.
But I'm going to say that sound by.
There you go.
So I have found any position that
is like highly commission based.
Like you're clocking in and out in this day and age.
You're clocking in and out as an employee.
But you're at minimum wage, whatever that may be,
wherever you're at.
And then you make commission based on your lessons.
And that's really where you make your money.
You know, your hourly wage is just covering.
We say covering yourself as an employee.
If you get hurt on the job, you accrue vacation, accrue sick
time, yada, yada.
The headaches of employees are teaching professionals,
whether that be tennis, golf, personal trainers, group X
instructors, you name it.
They're nightmares.
Oh my god.
Yes.
Divas.
Literally divas and roosters that make unnecessary noise.
I've never heard of the word rooster to describe someone
before.
That's just what me and an old general manager
called this one guy.
I had another tennis pro who was a female who I loved.
Was she a chicken?
No.
She was a mama bear.
Sorry, I was just doing the opposite of rooster.
I know.
We were going to let it slide, though.
No, she was great.
I had never overseen tennis.
I didn't really know much about the sport.
And she said, she was South African.
I'm not going to try and do the accent.
Oh, no, no, no, please don't.
But she was like, if you're going to oversee the tennis
department, you need to know what you're talking about.
You're going to join my ladies clinic
like every whatever day at this time.
I'm going to ask your boss if it's OK.
I'm not going to charge you.
So I got free lessons for like two years.
Wow.
I eventually got to join our league just because we
had a spot that we needed to fill.
How come we haven't played tennis?
I would love to.
It's on.
So a very big popular thing like in the recreation industry
right now is pickleball.
It is all the rage.
I want to try this.
I actually.
Will it be pickleballed?
I have not.
So I added another court to our facility.
Oh, man.
Have you had fights yet?
And no, it's a temporary court.
Like listeners, please don't get it twisted.
It's not a permanent court.
It's not that cool.
I did have two permanent courts in my last club
and it was so fun.
Bill, did you hear?
So it's like a thing.
I didn't know this.
We visited another country club and we like met with their staff
and like their managers and whatnot.
And we got like some scoop.
OK, wait.
So I know.
So I know they have called me since.
Oh, and I have tried flirting on the phone with that man.
Do you want to come try our court?
Pickleball is like a really big thing right now.
And people fight over it like legit fight.
I had the court at that time.
I thought, why did you let them take that court?
Like it's a thing.
And apparently it's not just this country club.
It's it's everywhere.
Pickleball people and they fight over the reservations.
And those there was three managers there that were like
pickleball is the nightmare of my existence.
You will not believe the stories I have, you know,
and it's very popular like in the whole state of California
and especially in the desert.
Wow.
So obviously not in the summer, but you know, right now.
Oh, my dad's been on a waiting list for a year and a half
to get into one of these pickleball clubs.
Like it's a club specially for pickleball.
I'm not surprised.
And they joined a different club temporarily
that has some pickleball courts.
And they keep checking on their waitlist number.
They're like, we're at 42 now.
This is the last time I dinner with them.
Like what the?
There are certain ways and clubs in the desert
that have upwards of like 40 pickleball courts.
What the?
That are just tennis smaller.
It's a so I explained it today actually in a meeting
because I bragged about having a second core.
I was like, hey, we're doing this.
We're adding an amenity.
We're going to do a drop in.
We're going to do clinics and all this stuff.
They were like, what is pickleball?
I said, well, it's a it's a version of combined tennis.
And then someone goes ping pong.
I go, no, it's more like tennis and badminton.
OK.
Do you want to know the most recent pickleball news I heard?
Oh, God, tell me.
I would love to.
That it was being embraced at retirement communities?
Yes.
In the nude.
That took a turn.
Yeah.
See that coming.
My grandparents play a lot of pickleball.
Yeah.
I think at 65.
The community.
But God bless.
You're comfortable enough with your body
to play pickleball in the nude.
But there's just at that age.
At any age.
I'm not even 65.
And I wouldn't do that at any age.
And we want to see this.
You have that.
Here's my problem with it, though.
I understand that like when you're running and there's sudden
stops in pickleball, things keep moving.
OK.
So no, no, no, no, it's not like tennis.
It's more short sporadic movements.
You might care.
Still sounds pain.
At 70 years old, things are moving.
And they're longer.
They're lower.
Yeah.
Well, I was I was kind of going gender neutral on that comment.
It could be either way.
The balls, the boobs.
Going which way?
And what?
Oh, my God.
Do they hang low?
Do you tie them in a bow?
Do they wobble to and fro?
Yeah, exactly.
Oh, my God.
OK.
My ideals.
We're talking about great amenities of recreation
that is offered to people in this country.
I know.
OK, guys, I don't mean to change subjects.
No, wait, wait, please do.
Let's take us away from making pickleball.
I see the Instagram video I sent you.
Yes.
Holy shirt balls.
Did you see it, Liz?
I just saw this before a podcast.
And I was like, you have got to be kidding me.
I'm going to show you right now.
I'm a fan.
I'm really a fan.
This is what we have to deal with.
We're going to have to repost this.
So for those that can't see it, that will have to look at it
on the website, it is an angry guest at a hotel in China
that decided that they were going to, I guess,
protest their stay by driving their car through the lobby.
This is on purpose?
Yes.
This isn't like that.
It's something onto a disagreement over their stay
with the manager.
Yeah, so basically what happens in the video
is that they break down the front door with their car.
They drive through the lobby.
They smash into multiple things.
Well, they take a hard reverse.
And then a quick turn here.
People are approaching the car now.
I think they get them out of the vehicle at that point.
But oh, no, he's reversing.
Oh my god.
And then he's going, I think he's going toward the front doors
again or trying to.
It's a sharp turn.
Oh, no, we're trying around again.
He's just driving around the lobby.
I mean, the amount of damage that person did not only
to the hotel, but their own vehicle.
An irate guest, right?
Now, look, I don't know.
Wait, what kind of car was that?
It looked like an Audi or something like that.
Didn't it?
It was some sort of convertible.
Yeah.
It was a higher end car.
You think you have a nice car.
You care, but no.
I mean, I don't know how things work in China,
but if you did that in the US, your insurance company
is not going to pay for that.
That's just negligent damage.
Yeah, good.
So all of that repair is going to come out
of your own personal pocket.
I was dumbfounded when I saw that.
Well, and it's damaged a property that's
got to be a felony, or is it not?
I have no idea.
At that point, that would be criminal.
It's more than a misdemeanor.
Right, no.
So that would be criminal property damage.
But on top of that, you had all those people in the lobby.
So now you have attempted.
Well, possibly.
Could be, depending on how close you got.
Because what if the manager was there, the one
that you got into the screen with?
No, no, no.
All those people that were surrounding that car
when that person threw it into reverse and started to move,
there was a guy at the back of the car.
Oh my god.
Attempted assault with the vehicle.
Yeah.
At a minimum.
I mean, that person's looking at felony after felony
after felony.
Yeah.
But side note, talking about criminal activity,
we need to bring, why am I blanking on this thing?
Andy.
Back to the pod.
I've reached out to him a couple of times.
He's just busy.
But he wants to come back.
I get it.
He's got some stories to share.
Some of them, which I'm sure he will share,
but will probably never, ever make it to an actual episode.
Oh, sorry, listeners.
No, there's.
If this makes it even on the pod.
Well, there's good stuff in his stories,
but there's a lot of stuff that's really dark.
Oh my gosh.
I wonder what he would have done if he saw this in his lobby.
Probably would have shot him.
Fair enough.
Oh, he would have had his gun drawn at bare minimum.
At bare minimum.
How is this guy not?
Oh, they probably just didn't have active police in a hotel
lobby.
There was no police in that lobby.
But like, I mean, that story that he shared about, you know,
having his gun through the window,
telling that one man is going to kill her.
Oh my God.
I mean, he almost died in that story.
That was funny.
Yeah.
I'm sorry.
No, he was pinned like between two cars.
Dang.
Wild guys.
Wild.
It was scary.
Scary story.
And I wasn't even there.
I was just listening.
Oh, OK.
So we've been on the topic of bad behavior, bad associates.
You know, how we basically just got someone to quit.
So congratulations.
I didn't get her to quit.
She chose to quit.
She just didn't like my perception of her demand
for increased pay.
And I don't like every single one of it.
So, Miss B, do you have a favorite job in the service
industry that you have had in the past or currently?
That's a really good question.
I've had a lot of jobs that I've really enjoyed and a lot
that maybe I didn't so much.
You know what?
I should probably start with.
We can go worst first or?
I should feel like I should go with worst first
because that's how I kind of found out what I wanted to do.
From your worst job?
Yes.
You wanted to be in the service industry?
Like, well, I was always in the service industry,
but what I wanted to do specifically, I did things
and I was like, OK, that's not for me.
And that's how I found where I was.
I get what you mean.
So like my first job, I was a bagger at a grocery store.
Oh, no.
I bagged your groceries and I was terrible at it.
I didn't put the right things in the right bag.
Did you?
But I eventually.
Did you put the bread at the bottom?
You know it.
The eggs.
She put the eggs into the milk.
I wasn't great at it.
Well, I was 16.
This is my first job and.
OK, fair, fair, fair, fair.
But like, at least you were part of the job.
And I still remember they would send me out on cart runs,
which means you're going into the parking lot
and you're collecting all the grocery cart.
I'm sure we can all imagine putting them together
and then bringing them back to the store.
Well, they had this rule you're only supposed to do like.
And I don't remember.
It's been a while.
It was like four or five carts or something at a time.
Yeah, it was something really small.
And oh, no, I see people in the big bullseye parking lot
with like 50 carts, right?
But you're only supposed to do X mount.
And I was like, well, I don't want to be out here for an hour.
So you had to do.
So I was doing more and I was stacking it.
And then I learned why you don't do that.
I'm pushing the stack of probably like six or eight deep.
And then all of a sudden the front cart breaks loose,
like a little horsey and starts running away.
And did you hit a Range Rover with that car?
It was heading towards a car.
So I leave my stack run and grab the cart.
Where's the stack?
Where's the stack of the car?
Hold that cart, turn around.
And my stacks start to break apart.
So now I'm running, catching carts, freaking the F out,
trying to just stop cars from being hit
because I lived in a very wealthy area as a teenager.
And there's all these ranges in different cars.
And that was the scariest, worst moment of my life.
And then I was like, I don't want to do car duty,
please don't make me do it.
So get me another job.
So, and then after I was also at barista
and I got let go after not very long
because I sucked at making coffee.
But wait, can we back up one minute?
Yes.
Do you put your carts back where they're supposed to be?
In a parking lot?
Yes.
Please pull this B.
No, I thought we were asking if people do it.
No, you do it.
Of course.
OK.
Of course.
And I go the extra step because I have a baby
and it's usually far from my car.
So I usually put the cart back first.
And then take the baby.
Yes.
And so I bring the baby back with me.
OK.
Can I ask another question?
Yeah.
What if you just leave your cart like on a curb?
You're the devil.
OK.
I'm not going to lie.
The only time.
I'm just asking the question.
The only time I've done that is when,
because there are certain stores where they're like,
I don't get the idea behind this,
but they don't have a car return.
And they want you to come all the way to the front of the store.
And I park all the way in the back.
And I'm like, you don't want those door dings.
No, I'm thinking it was.
I hate people that don't put their cart back.
Because I've had my car dang badly in parking lots.
From a cart or from a car?
No, from a cart.
Like I've returned to my car.
And there's just a cart.
And there's a shopping cart in my door.
I'm sorry if that was me as a grocery bagger.
I'm sorry.
You.
No, this is recent.
I know you weren't slinging groceries a year ago.
OK, what if there's already one cart at the curb?
And you put it right behind and you tuck it.
So there, you know.
You know what I mean?
When I've had to do that.
Better than that was.
When I've had to do that, I make sure it's secure.
But there's usually there's not a cart return in sight.
Like if I see a cart return.
I'm not saying it's me.
I'm going to do it.
Yeah.
Oh, that's why you're asking for a friend.
Hypothetical.
Oh, my gosh.
But so I'm going to probably say that was my least favorite job.
But then I had a lot of like, just screw that.
Things like that where I maybe lasted a month to three months max
where I was like, OK, this is not for me.
I have plenty of stories for that.
But my favorite job, I would have to say it was a big box property.
But the reason it was my favorite was just because of like the coworkers I
worked with.
And we just have this amazing group of managers that just
survived and connected.
And it was really about the people I worked with not so much the job itself.
I love how both of you are thinking it's about you.
No, I've worked with you long enough to know it's not about me.
But me, I'm over here like, I'm going to cry.
No.
This means so much.
Toilet mounds to yourselves.
I'm all for clients.
It's probably not about me at all.
No, I was keeping it vague.
But because I'm not going to lie, it is tied between two properties where it was
just about the people I worked with.
I'm not sure if you saw it about us.
I might be.
They grew up so fast.
I really teared up a little.
I didn't.
But yeah, I'm sorry.
Your heart lets.
It's more fun to talk about the jobs that I disliked and all the cranes
that happened.
Cards.
Oh, man.
You guys, I'll tell you some of my bad coffee stories.
And when I worked at a pet company.
Yeah.
Oh, what?
Yeah, I was really bad at that too.
All right, so we'll put a pin in that for the next episode.
Yeah, exactly.
What about you, Liz?
OK, I was just inviting myself to go next.
So this might be controversial, but my worst and best might be the same.
Oh, OK.
Because it was worst for a lot of reasons, but the best because it got me
passionate about the service industry.
And it's led me to steps in my career that I have taken and have led me to where I am today.
Oh, yeah.
So it was my first real job.
I was still in college.
I only had lifeguarding and swim lesson experience and coaching on my resume.
OK, so I thought, OK, well, I'm graduating college with this big fancy degree.
I need something other than lifeguarding on my resume.
So what do you think I decided to do?
Be a server.
Oh, oh, I need something other than water related sports.
I'm going to learn to surf.
No, I need to take a break from tanning.
Serving like at a restaurant.
I'm so sorry.
I need to get my hearing checked.
I thought you said surfing.
See, I heard serving and I was like, oh, she want to break from the sun.
That too.
So I was a server at a country club that my best friend was a member at.
And I mentioned to her, you know, I think I might try and get another job.
I'm going to look.
I'm not in any rush.
And she goes, well, do you want to work at so and so country club?
I can walk you into the food and beverage director's office today.
Like come have lunch and me being, you know, 20, 21 years old.
I was like, sure, let me come lay by the pool with you and I'll meet your food
and beverage director after I was wearing a bikini in a sundress.
Of course, you were hired and flip flops walked in there and met her for five minutes.
And she goes, OK, come back tomorrow for an appointment with HR and like, we'll get you started.
Wow. Yeah.
So I was a banquet server and my favorite was serving weddings.
Oh, she always put me on the head table.
So I was just a flirt with the groomsmen and bridesmaids and just keep their drinks full.
I love it. And I would get really, really good tips.
I made really good connections in a country club.
You get to know members.
Of course, I hated my life, you know, some days.
I can imagine.
But that was mostly from busing and having late nights cleaning up the weddings
and like resending the banquet room for the next day.
I served a ladies golf group every single Tuesday for two and a half years.
Every single Tuesday.
They were gems.
But to this day, I will still go to that property and I feel like a celebrity.
Like people love me.
They like to hear what I'm up to these days.
They keep track of my career.
They're friends with me on social media.
I have taught their kids and grandkids swim lessons and on the swim team.
And so I still have a really like big connection to that country club.
But it was hell as well.
OK, but I learned I learned the most there.
And that is where I got my passion to be in this industry.
And it's awesome.
And it all took me wearing a sundress, walking into an office one day.
And a full of labs. That's awesome.
Yeah. Can I just ask a quick rewind question?
Flirting with the groomsmen. Oh, for sure.
What about the bridesmaids? I said, bridesmaids.
I know, what aren't you telling us?
Oh, no, no, no, I'm kidding.
I literally would do it for cash.
I'm kidding. Of course, who hasn't.
And they they're the ones writing the big checks to my boss.
I got to get those good reviews just like you would tell.
Do it. Pass out that Trip Advisor card with your name on it.
All right, Bill, it's your turn.
Orson, where's the best?
Worse than best.
I'll keep it real short.
Best was my very first hotel job as Bellman.
Jinx.
Saw some of the craziest things that I've seen.
I mean, I've shared stories with you guys, but like I've seen
some interesting stuff when you go to a guest room.
Oh, I'm sure. Yeah.
I hear stuff from my bill.
Woman, lots of nudity, people that don't give an F on purpose or an accident.
Oh, no, absolutely on purpose.
Oh, no, I was given one of my favorites.
Come on in. One of my favorites.
No, I get a call. Ex-room is checking out.
They need help with their bags.
Done. I'm on it.
Grab the cart, hustle upstairs.
Woman opens the door.
She's not wearing a whole lot, but she is clothed.
OK. At this point, I'm like, what, 22?
Something like that.
She's like, ooh, so chesticles. Hi. I'm Bill.
How can I help you? How can I be of service?
So, you know, I knock on the door.
Hi, I was told you were checking out and needed help with your luggage.
She says, yes, I do.
And at that moment, another woman comes walking out of the bathroom
wearing two towels, one around her waist, one on her head.
Oh, and that is all.
Oh, my. I'm sorry.
Coming like as a female, I would never do that on purpose.
Yeah. I'm sorry.
A towel around the waist is not comfy to me.
Wait, what do you do? Sorry.
So I'm standing there.
This woman comes out of the bathroom.
She looks me square in the eye and she goes, oh, hi. Good morning.
Oh, hi. Good morning.
And she's like, like, you know, kind of messing with the towel on her head.
She's out there for the world to see.
She's clearly proud of them.
She should be.
And that was like that was normal to swing it in the wind.
See that kind of stuff all the time.
Men and women, that was the downside.
Did you have fun in that room? No.
That was the downside, seeing the men.
Yeah. Yeah.
But so that was that was probably my favorite job.
OK, not not because of that kind of stuff,
but because of the fact that it's like I wasn't locked down
to a specific part of the hotel.
Yeah, you got to wander.
Yeah. So like it, especially in a big resort,
if you're a front desk agent, you're never outside of the front desk.
No, you were a lockdown. Exactly.
Belman, you know, go everywhere.
Yeah, if there's a guest room, I'm free rain to go there.
And they're making cash and they're making cash.
And that was the thing that I liked about it the best
is that every day I would walk with cash money. That's cool.
Aka beer, money.
Yeah, that would probably be my bet.
My favorite job, best job, whatever.
Worst job, not hotel related.
That was a dive instructor.
That was the worst. Really? Yeah.
Is that because you almost died or because you didn't like it?
Well, I didn't almost die as an instructor.
I had close calls and other regards.
I almost had a couple of students that I thought were going to die.
OK, that would make you have you haven't binged the pod.
Yeah, those are stories that we've already shared, I think.
Yeah, I think I've already said that.
That was the worst. Long hours.
I think you were here. I was.
You know, it was long hours that started very early in the morning.
It was had to be in the water.
Yeah, the feeling of constantly being wet
that really sucked.
It got to the point where I had two wetsuits and I almost was going to buy a third
just to keep a good rotation.
I was going into a cold, wet wetsuit to keep a dry wetsuit.
Yeah, yeah, because there's nothing that sucks harder than five thirty six a.m.
You're slipping your, you know, your foot down in the wet wetsuit.
Nothing. You know, OK, that's horrible.
Yeah, that's why I elected for a lifeguarding.
You never really have to get in the water. You just
look like you're ready to get in the water.
Well, you sit in a you and you pan you pan the water.
That's funny.
But you know, my time as a swim instructor.
Oh, my gosh, that was nine hours a day in the water,
interacting with toddlers and young children,
teaching them how to swim.
Second best job, though, for sure.
Second best talking shit.
I mean, like I loved it.
OK, but again, that's like another worst but best.
She's so positive.
I love my time doing it.
Just want to choke her.
I'm sorry, I'm so positive and I love what I do.
I love it. It's so cute.
It's kind of like just proves you haven't been in the industry long enough.
Hasn't crushed you yet.
It hasn't sucked the soul.
Yes, or I have just followed my passion
and I am doing things I truly enjoy.
You can't hear me, guys.
Tag, you can't see me, but I'm really mad.
So hard. OK, just kidding.
You know, we love you.
We're just teasing you. I love it.
I take it. I love it.
I enjoy what I do.
Put that on record. OK.
And it's noted.
It's forced me to listen to this tomorrow.
When you're getting your booty handed to you.
Yeah. Oh, gosh.
Yeah. Well, on that note.
Yeah. OK. So let's do this.
On that note, let's wrap this here.
Thank you, ladies, for being here tonight.
Thank you to whatever brand wine that was.
That dragon faster.
Yeah.
Thank you.
Dragon on the label, whatever you are.
Yes, thank you to the dragon.
Thank you for having us on season two.
Oh, my gosh. Yeah.
So that's it. Season two, Episode one.
We'll see you next time.
Maybe we appreciate you being there.
And we'll be back in a couple of weeks.
Thanks for listening. Did I say see you next time?
You did.
You'll hear us next time.
How about that? I was going to let it slide.
But yes, you'll hear us in a couple of weeks.
Yay.
Thanks to you. Bye.