PART OF AN ONGOING SERIES EXPLORING THE (SOMETIMES) LIGHTER SIDE OF A LIFE SPENT WORKING IN A HOTEL. READ EARLIER INSTALLMENTS HERE
by DEVEN MATTHEWS
“We’re checking in for the next three days, and we’re beat.”
It was 8:30 on a cool evening in March and I was looking forward to the end of my shift, which began a desperately needed two days off. It was uncommon to have two consecutive days off in a week, so my anticipation for a small mini vacation from the front desk grew as the hours passed.
The family standing before me at the front desk looked admittedly spent. The man who’d just spoken appeared to be barely awake. His son, who looked around 10 years-old, had dark circles under his eyes and donned a sleepy stare. The man’s wife, equally exhausted, cradled a sleeping toddler whose arms draped loosely around her neck, her face nestled securely in the curve of her mother’s shoulder. This was a group clearly eager to get to their room and crash.
“We just flew in from Raleigh,” the man continued. “Two unexpected layovers created an 18-hour travel day.”
“Oh no… I’m so sorry,” I replied. “Let’s get you to your room. What name is the reservation under?”
“Sutherland,” he replied.
I shifted into super-speed mode and quickly went through the check-in process, eliminating unnecessary arrival steps to expedite the process. To create some conversation, I did ask one definitive question to the Sutherland family.
“What brings you to town?” I inquired.
“Vacation.” Mrs. Sutherland answered. “We’re spending all day tomorrow at Disneyland then the next two days at the beach.” She then covered her mouth to suppress an involuntary yawn.
My hotel was conveniently situated about 10 miles from both Disneyland and the sparkling Pacific Ocean, making the property a prime location for vacationers with a Southern California destination.
“Fun,” I said. “You’ll need to rest up for all that excitement!”
Mr. Sutherland agreed as I handed him the room keys.
“Here you go; you’re going to be in room 232,” I confirmed. “The elevator is just down the hall. Go ahead and get yourself some rest and I hope you have a great time tomorrow.”
Mr. and Mrs. Sutherland both thanked me as the family headed toward their room. I was sure they welcomed the solitude of their suite and a hearty night’s rest. Another successful check-in and an equally satisfied customer.
Or so I thought.
SUNSHINE, RAINBOWS, LOLLIPOPS
Two days later, I returned to the hotel feeling revitalized and refreshed, ready to take on the 3-11 p.m. shift. I’d spent my days off relaxing, catching up on laundry, and binge watching some of my favorite TV shows. It’s amazing what a break from work can do for a person.
At about 8 that evening Mr. Sutherland entered the lobby.
“Hi,” I called to him as he approached the desk. “How was the Happiest Place on Earth?”
“Miserable!” was his response. His voice was stern and loud. I had never gotten this response from a guest when inquiring about Disneyland. Mr. Sutherland was angry and didn’t suppress any emotion. “Didn’t it RAIN at your house, or were you fortunate enough to leave town for the last two days?”
I looked at him with confusion trying to register his comment when I recalled that the prior two days had been blustery with showers most of the day. Personally, I thought nothing of it and relished that I didn’t have to leave the house. It was obvious that what I believed to be a cozy environment was interpreted by Mr. Sutherland as a curse from Mother Nature.
“That’s right,” he continued, his voice steadily growing louder. “RAIN! In Southern California! I thought it NEVER rained here!?”
I was surprised at his level of frustration and equally astonished that he was taking it out on me. True, the rainy weather will disturb plans for a three-day vacation packed with outdoor activities, but this was no reason for a personal attack on an innocent bystander. Still, having been trained in hospitable customer service, I poured on the empathy.
“Oh no,” I responded. “I’m so sorry it decided to rain during your vacation.”
“Don’t you Californians profess perfect weather all year?” His eyes widened and his volume grew as he spoke. “We were SOAKED! The kids complained all day, rides were shut down – even the firework show was canceled!”
“Oh my, that sounds awful”, I said, continuing my empathetic viewpoint.
“Yesterday we drove to the beach,” Mr. Sutherland continued. “We didn’t even get out of the car because it was pouring! We just looked at the water. Great beach trip! No surf. No sand. ZIP!”
My patience was beginning to wear thin. Yes, I understood his frustration, but his delivery was wearing on me.
“So, you know what we did? We went and saw a movie. A MOVIE!” His voice echoed off the EMPTY walls of the lobby. “We could have stayed HOME and gone to a movie! This entire trip has been an absolute disaster all because YOUR claim for perfect year-round weather is a LIE!”
My claim? Who did this guy think he was talking to?
“This trip has been a joke!” He looked at the ground breathing heavily before looking back at me and adding, “Thanks a lot for a complete waste of time and money!”
I understood the guests’ frustration, but I was not about to claim responsibility for something out of anybody’s control.
“Wait, sir,” I said with all sincerity. “Are you blaming me for the weather?”
He glared at me for a moment. I assumed he was trying to compose the perfect retort to my question, but then the look on his face displayed a hint of foolishness on his part. Unwilling to bend, and ultimately realizing I had had the last word, Mr. Sutherland turned and walked toward the exit without a word.
UNLIMITED POWER
During my years at the front desk, I’ve been told situations such as uncomfortable beds, noisy neighbors, barking dogs, bad food, and congested traffic were completely my responsibility. According to frustrated guests, bad luck and negative situations are always the fault of innocent front desk agents. I could now add inclement weather to this list of things for which I am accountable. Who knew I had so much power?
Just as the sliding glass doors of the lobby opened and Mr. Sutherland stepped outside into the pouring rain, there was a colossal clap of thunder. The noise made him flinch and duck his head, as if trying to avoid a low doorway. He scurried towards his waiting car and family, the rain now coming down in sheets.
I stood behind the desk for a moment, staring at the door, listening to the fading sound of his footsteps in the rain as it splashed on the concrete parking lot. I thought about what had just happened. It wasn’t about the rain, really. It was the frustration of a vacation turned sour. It was frustrating for this family. I totally understand. Yet somehow, in the guest’s mind, it all ended up on me, and Mr. Sutherland’s rant spewed from his mouth, releasing all the disappointment and anger he had felt. I’m sure he felt warranted and justified in having the last word.
But the clap of thunder validated that in the end, Mother Nature had the last word.
Deven Matthews is a hotelier who has worked in the hotel industry for more than 23 years. A professor of hotel management at the College of Southern Nevada in Las Vegas, Deven enjoys instructing the future managers of Las Vegas hotels. He holds a master’s degree in business management and is fascinated by all things hospitality. When not immersed in hotels, Deven enjoys playing the piano and spending time with his wife and their six children.
