Soooo, I have been having issues with my housekeeper for about 6 months. The first 6 months she was phenomenal, I mean truly amazing...Then...well it all started to (dramatically change) in addition to her work performance taking a nose dive, her English comprehension went from 60% to 2% and she pretty much lost use of her (English) words...So, this is where the challenge began. I care about her, we are a teeny property, its she and I, just TWO people work here. I addressed issues, in conversation, in translated letters...by pointing for goodness sake..."Yes, Yes," is what I heard, and as I walked away I am sure she said a few choice words under her breath. It was clear close to 6 months in that she felt like I needed her more than she needed this job. She has a rotten relationship and that is when it started to interfere, it seems she couldn't pull herself out of the drama, she tried to pull me in a few times with sob stories of needing to borrow $300 for one hour only (um, what? No!) even her "husband" called me that day and actually TOLD me to give her the money and she would pay it back in THREE hours, Um, NO...She had been particularly iffy that week and I even let him know that based on her hours and performance, she would be lucky if I kept her on. Several times when I addressed items that had already been an issue, I asked if she understood and told her that if it happened again, she would not have a job.
Beginning of summer, I find a few things that she is NOT doing that I do not agree with. A room is a room and they need to be cleaned from top to bottom every check out, period. I discussed things with her, wrote it down and instructed her NOT to say Yes if she didn't understand...Last straw, So, I gave her 5 days off, called each night and said I didn't need her the next day (informal suspension), during this time, I cleaned the rooms, not thrilled about this, but I figured, if I felt like she was dragging her time out then I personally needed to see how long it would take (and I am NOT a professional housekeeper!) So I got a feel for that. She had been disappearing for half hour or so (that I know of, who knows where she was or what she was doing.) So, anyhow, I was letting the steam subside and doing her job so I could see it from her side.
The morning of Day 5, I walk into the office to, well I guess it was an intervention...Her mom, sister, aunt and niece were all standing in my tiny vestibule, I hadn't had coffee...just out of bed and brushed teeth...The niece speaks perfect English, she says that my hskp has asked them to come in and find out why she is getting no hours. This was like an interview with the (tiny female) Mexican Mafia (the whole family is well below 5ft). I tell them what is going on, they all express disappointment and say they will talk to her and thank me AND tell me that if it doesn't work out with her, I can call them.
6 months go by, we have been open one year...and 3 days...and the straw breaks this camel's back. Things had been building up again, things that I was finding when I checked rooms, and on this final day, her blatant lies and not owning up to (not cleaning a toilet and changing a shower curtain) were literally my last straw. I let her go.
One hour later her niece called to find out why, claiming that she had NO idea why I had let her go, she asked if she could have one more chance, I said no, she had 5 chances and was not showing improvement. One hour after that a guy from a bar a few doors down came int to ask what happened and plead for her job back, I told him the story and asked that he call her and ask that she NOT send her entire family in the next day to ask for her job back, he confessed that the meeting was scheduled for 9 am and he wanted to know from me directly what had gone on in case she was lying...Fortunately her ENTIRE family did NOT show up the next morning,,,,however she DID show up with her 2 year old and her 8 year old to get her radio and asked for another chance, I told her no, her daughter (8) translated then burst into tears, heartbreaking and infuriating all at the same time.
So, she is gone, my ad is posted on Craigslist and in the meantime I AM THE HOUSEKEEPER...oh goody...we have 11 out of 16 rooms booked to stayovers so the job is only excruciating twice a week :)- So, I do laundry, sweep the parking lot, change beds and towels, vacuum etc. Yep, its hard work, I already knew that! The extra paycheck was nice, but not that nice! So, Monday morning, I am elbow deep (with gloves) into cleaning a shower, iPod on, and I get startled, look up and Aunt and Niece are standing in the doorway (and my phone is ringing because hunny is trying to warn me) I take off my gloves and earphones and say "PLEASE do not tell me you are here to plead for her job back, the answer is no." (Keep in mind that as I started to clean rooms I found things that had been overlooked in every room so I was even more content with my decision). Aunt and niece say, "No, we are looking for work...." I pause...I had tried to hire niece as my day off girl/ relief housekeeper and it lasted one day (um, yes, the end of August was the last time I had a day off..sigh) anyhow, So, I chat with them a bit and say fine, Aunt can start on Thursday, give her the hours and pay (it's less than I was paying, with the clause of one month in she will get a raise if she proves herself and if there is NO FAMILY DRAMA.) She accepts.
I clean for 3 more days and am ready to drop. Thankfully, Thursday arrives and she shows up (a bit late, but apologetic and I am just happy to not have to be folding laundry)- she works that day and does a great job, is very conscientious, understands English well, asks questions, I am content, I have help.
Today is Saturday, Aunt is working away, niece calls to tell me that unfortunately her mother has to quit because the whole family is badgering her for "stealing her sister's job", I am dumbfounded, trust me, I was surprised that they would come to the motel where there family member was just fired and ask for work, for the sake of loyalty, but I appreciated their ingenuity as they knew I had an opening! Anyhow, I talk with niece and remind her that her aunt lost her own job and if it wasn't her mom who was hired, it would be someone else, she understands and agrees and is so upset that the family is being this way to her mom. She says mom can work 2 hours on Sunday and that's it and she's very sorry....and....If I would like to give her (niece) another chance, SHE will come work for me...I pause, and say, "Wait, why is it not okay for your mom but it is okay for you to work here?" She replies,,,"Well, because I don't care what my grandmother and aunt say, I think it's ridiculous and I have told my mom she should ignore them and I have children and it's almost Christmas and work is work, so they can bully me, but I don't care."
Wow, this is a lot. So, I say she can come in on Monday and we can talk and get her started (it will be a concise conversation because she seemed very lazy the one day I had her here.) So, here is my emotional/cleaning rollercoaster! The thought of doing my job and the maids job every day, Oh my, really more than I can fathom, tolerate or physically endure! I will give this a shot (and post another ad on Craigslist mid week...just in case;).
So, we went from a staff of two, to one, to two, to one, and now perhaps two.
Wish me luck! (PS, now I am icked out by the original housekeeper, the fact that she is turning her family on her sister and she is making herself out as the victim (of her sister stealing her job), she is showing her lack of integrity and immaturity and it is not appealing.
Saturday, October 30, 2010
Wednesday, October 27, 2010
While our Front Office is Small, it Should NOT be Confused with a Help Booth...
Okay so this might be short and sweet (or not, knowing me!). I just couldn't believe this guy came in a second time today...
Allow me to paint the picture...:12:45 on a Wednesday, I have just returned from San Diego for a whirlwind trip 30 minutes at Gramma's rehab facility for a meeting...which was redundant based on the fact that I already kicked these folks into high gear last week with written requests etc. and my family has shown our united front and now 'they' know not to mess with "US", or gramma. Anyhow, I digress...I had just returned, and I was starving (doing low carb and its going great but when it's time to eat...watch out...it's time to EAT!!!) So, I am whipping up a salad, and hear "Office" from Hunny. So, off to the office I go...
I greet a fella who starts off with his story (you already know, this is going somewhere, I have taught you that much:)...Anywho...He's staying at a motel up the road and has been there the past few weeks and now the owners are on vacation, in India, and the people who are running the place while he is gone won't process a credit card over the phone (Uh, the owners should THANK these people...)Anyhow, so, now...this is where I stop him and tell him that I actually would not allow that either, so he asks if there are any motels or hotels that would...Um...WELL, I HAVE changed my biz name and it no longer starts with "ASK"...oops, rude, sorry...so, I pause and say, well, I actually do not know the business practices of the other properties, but I will tell you that anyone who is serious about their property would probably not allow such a thing based on the fact that if your 'mother' disputes the charge, there is a 90% chance that the credit card company will reverse the funds from the motel based on no I.D and no signature...So he asks if I know anyone who will allow, it, well sir, you just asked that question and no I don't, and I don't offer weekly rentals and I have one single for the night and it is $69, higher than you want to spend, and you mentioned that you lost your ID and your mom is paying (he's about 45 and either on pain pills or drunk) and I don't allow that...(I AM STARVING)... Well...wait for it..."Can I use your cell phone?" Um, what???NO, why? No. Well, the lad needs to call his mom and let her know that he is not staying at the other place...This is where I pause, I am speaking to deaf ears, but whatever, I say, "I am curious as to why the place that you have paid to stay at for the past 3 weeks is not helping you out. I am not an information booth or a help desk, I am actually running THIS motel, and you are not a guest..." then I feel that was kinda bitchy so I let him use the house phone...while I retreat to finish chopping veggies for my salad (I AM RAVENOUS), so Drunkey McDrinker leaves a 5 minute voicemail for his mom...I return when the phone is hung up, he thanks me, I wish him luck...."So do you know of any place that will let me pay cash without ID?" DUDE>>>NOOOOOOOO!!!! I DON'T know the policies of all of the other properties! Good luck, sign up, and I walk away...agrrrrrr, great salad....
8:30, yep 7 hours later, Mr. McDrinker, is LIT up and comes strolling into the office...Here's the new story... he lost his wallet but got his cash...and it will take a few days to pick up his wallet so he has a question...I stop him there and let him know, first, I don't have any vacancies, second if his question is: would I allow him to rent without ID, the answer is no, well his question actually was..."Do you know which properties around here would let me rent without my ID?" I HAD to say it again, "Sir, I run THIS motel, I do not know what the other people do or what their practices are...Good luck."...He thanks me, walks out and comes back and asks our rate...I wanted to say FOUR HUNDRED AND SIXTY-NINE dollars per night, but I am sold out...I repeated the $69...He finally left.
So, I put the sold out sign on the door and was mortified by how smoky my tiny help booth, I mean registration vestibule, smelled...ugh, this one will be back...I won't bore you with the repeat...but., you know how I like to share a lesson...Um, it's NOT a good idea to walk into say, Macy's and ask about Nordstrom's policies or products (Not that I am comparing this motel to Macy's or Nordy's but you get the point...) I realize I use Macy's often in my "lesson" portion of my post, I am having withdrawals, we really don't have a mall nearby...:)
Some really insane stuff has happened of late, and I had to let the scrapes heal before posting...more posts to come...soon!
Allow me to paint the picture...:12:45 on a Wednesday, I have just returned from San Diego for a whirlwind trip 30 minutes at Gramma's rehab facility for a meeting...which was redundant based on the fact that I already kicked these folks into high gear last week with written requests etc. and my family has shown our united front and now 'they' know not to mess with "US", or gramma. Anyhow, I digress...I had just returned, and I was starving (doing low carb and its going great but when it's time to eat...watch out...it's time to EAT!!!) So, I am whipping up a salad, and hear "Office" from Hunny. So, off to the office I go...
I greet a fella who starts off with his story (you already know, this is going somewhere, I have taught you that much:)...Anywho...He's staying at a motel up the road and has been there the past few weeks and now the owners are on vacation, in India, and the people who are running the place while he is gone won't process a credit card over the phone (Uh, the owners should THANK these people...)Anyhow, so, now...this is where I stop him and tell him that I actually would not allow that either, so he asks if there are any motels or hotels that would...Um...WELL, I HAVE changed my biz name and it no longer starts with "ASK"...oops, rude, sorry...so, I pause and say, well, I actually do not know the business practices of the other properties, but I will tell you that anyone who is serious about their property would probably not allow such a thing based on the fact that if your 'mother' disputes the charge, there is a 90% chance that the credit card company will reverse the funds from the motel based on no I.D and no signature...So he asks if I know anyone who will allow, it, well sir, you just asked that question and no I don't, and I don't offer weekly rentals and I have one single for the night and it is $69, higher than you want to spend, and you mentioned that you lost your ID and your mom is paying (he's about 45 and either on pain pills or drunk) and I don't allow that...(I AM STARVING)... Well...wait for it..."Can I use your cell phone?" Um, what???NO, why? No. Well, the lad needs to call his mom and let her know that he is not staying at the other place...This is where I pause, I am speaking to deaf ears, but whatever, I say, "I am curious as to why the place that you have paid to stay at for the past 3 weeks is not helping you out. I am not an information booth or a help desk, I am actually running THIS motel, and you are not a guest..." then I feel that was kinda bitchy so I let him use the house phone...while I retreat to finish chopping veggies for my salad (I AM RAVENOUS), so Drunkey McDrinker leaves a 5 minute voicemail for his mom...I return when the phone is hung up, he thanks me, I wish him luck...."So do you know of any place that will let me pay cash without ID?" DUDE>>>NOOOOOOOO!!!! I DON'T know the policies of all of the other properties! Good luck, sign up, and I walk away...agrrrrrr, great salad....
8:30, yep 7 hours later, Mr. McDrinker, is LIT up and comes strolling into the office...Here's the new story... he lost his wallet but got his cash...and it will take a few days to pick up his wallet so he has a question...I stop him there and let him know, first, I don't have any vacancies, second if his question is: would I allow him to rent without ID, the answer is no, well his question actually was..."Do you know which properties around here would let me rent without my ID?" I HAD to say it again, "Sir, I run THIS motel, I do not know what the other people do or what their practices are...Good luck."...He thanks me, walks out and comes back and asks our rate...I wanted to say FOUR HUNDRED AND SIXTY-NINE dollars per night, but I am sold out...I repeated the $69...He finally left.
So, I put the sold out sign on the door and was mortified by how smoky my tiny help booth, I mean registration vestibule, smelled...ugh, this one will be back...I won't bore you with the repeat...but., you know how I like to share a lesson...Um, it's NOT a good idea to walk into say, Macy's and ask about Nordstrom's policies or products (Not that I am comparing this motel to Macy's or Nordy's but you get the point...) I realize I use Macy's often in my "lesson" portion of my post, I am having withdrawals, we really don't have a mall nearby...:)
Some really insane stuff has happened of late, and I had to let the scrapes heal before posting...more posts to come...soon!
Thursday, September 2, 2010
Motel or Pawn Shop....Getting difficult to distinguish!
Well, summer is nearly over (by hospitality standards it ends on Labor Day..) We were blessed with cool temperatures this year, I am grateful to say the least. We had a lot of clouds though, July only had about 6 days of sunshine and now its September and supposed to be in the 80's according to the weather channel...and we have had marine layer for the past few days...(funny that it was difficult for me to NOT capitalize marine in marine layer...we are so close to Camp Pendleton...I think "Marine" rather than marine, hehehehe) Anywho, hoping we don't get a scorcher for September and October...Mid 70's is HEAVEN!
We have definitely felt the effects of the economy and I am hearing stories daily that make my jaw drop. Right now, I have a Sony Vaio that may be getting sold off next week to pay for 2 days that a guest couldn't cover (we take payment in advance and he disappeared for 2 nights, came back apologetic, checked out and left me his laptop with a promise of returning Tuesday...2 days ago, Tuesday...) Soo...I left him a friendly voice mail and reminded him that we are not a pawn shop, so we don't hold things for 30 days prior to selling them;)...checked guests in today, paid cash for the room, no credit card for deposit, no extra cash, so she left me her iPod, will hold on to it until the housekeeper confirms that they didn't smoke in the room or do any damage...Interesting times!
Had a family emergency mid August and that really brought the fact that I am the only person who works here, to the forefront. I had a brainstorm and hired my houskeeper's English speaking niece who had worked front desk and housekeeping at another little spot up the street. I was so excited...she could come in and do housekeeping and keep the cordless with her and tend to reservation calls as well as walk ins...brilliant! And this wouldn't impact payroll much because it would be the other gals day off....how fantastic!
Short lived...she came in on Sunday, 30 minutes early, which might seem great, but not when you are watching payroll pennies...that was okay, the fact that she asked if she could leave early, like 3 hours early...well...she says her husband doesn't like her working Sundays...hmm, well, since I hired her only for Sundays...clearly this isn't going to work out! I let her know, um, no you cannot leave at 3, I need you to work till 6 (remember...my last day off was June 13th...so, 2.5 months ago...nobody is messing with my ONE day off, had plans in place, mom came to town...I really needed some time away from the motel...and needed a little fun...) So, I had a day off, it was great, and now, I am once again looking for a very part time helper...but the one day off really helped so I feel temporarily refreshed:).
Based on the fact that I had to race back and forth to the hospital in San Diego and had no one to cover for me here, I am making sure I have a back up here, this isn't my business, and my family comes first...I honor my commitment here so it was a very trying time...
Hmm, apologies as this wasn't very entertaining! Will report soon with some antics from guests...there is actually too much to report...so I get tripped up thinking, "oh man, I will post this, but wait, this is funny too, and this, then someone else walks in and there is just so much material!"
Happy Labor Day All!
We have definitely felt the effects of the economy and I am hearing stories daily that make my jaw drop. Right now, I have a Sony Vaio that may be getting sold off next week to pay for 2 days that a guest couldn't cover (we take payment in advance and he disappeared for 2 nights, came back apologetic, checked out and left me his laptop with a promise of returning Tuesday...2 days ago, Tuesday...) Soo...I left him a friendly voice mail and reminded him that we are not a pawn shop, so we don't hold things for 30 days prior to selling them;)...checked guests in today, paid cash for the room, no credit card for deposit, no extra cash, so she left me her iPod, will hold on to it until the housekeeper confirms that they didn't smoke in the room or do any damage...Interesting times!
Had a family emergency mid August and that really brought the fact that I am the only person who works here, to the forefront. I had a brainstorm and hired my houskeeper's English speaking niece who had worked front desk and housekeeping at another little spot up the street. I was so excited...she could come in and do housekeeping and keep the cordless with her and tend to reservation calls as well as walk ins...brilliant! And this wouldn't impact payroll much because it would be the other gals day off....how fantastic!
Short lived...she came in on Sunday, 30 minutes early, which might seem great, but not when you are watching payroll pennies...that was okay, the fact that she asked if she could leave early, like 3 hours early...well...she says her husband doesn't like her working Sundays...hmm, well, since I hired her only for Sundays...clearly this isn't going to work out! I let her know, um, no you cannot leave at 3, I need you to work till 6 (remember...my last day off was June 13th...so, 2.5 months ago...nobody is messing with my ONE day off, had plans in place, mom came to town...I really needed some time away from the motel...and needed a little fun...) So, I had a day off, it was great, and now, I am once again looking for a very part time helper...but the one day off really helped so I feel temporarily refreshed:).
Based on the fact that I had to race back and forth to the hospital in San Diego and had no one to cover for me here, I am making sure I have a back up here, this isn't my business, and my family comes first...I honor my commitment here so it was a very trying time...
Hmm, apologies as this wasn't very entertaining! Will report soon with some antics from guests...there is actually too much to report...so I get tripped up thinking, "oh man, I will post this, but wait, this is funny too, and this, then someone else walks in and there is just so much material!"
Happy Labor Day All!
Friday, July 23, 2010
and we close in 15 minutes....
Saturday night...summer, 10:45, closing at 11:00....
Ummm, yes, I get that English is not your first language, that's fine..however, this is the rate and the room and the next 'respectable' hotel up the road is +$100...ugh...people...
I know, the economy is bad, everyone is saying , "if you don't ask for a discount, you won't get one.." that IS true, but sometimes, you just won't get a room...
Ummm, yes, I get that English is not your first language, that's fine..however, this is the rate and the room and the next 'respectable' hotel up the road is +$100...ugh...people...
I know, the economy is bad, everyone is saying , "if you don't ask for a discount, you won't get one.." that IS true, but sometimes, you just won't get a room...
Monday, July 19, 2010
Summer in So Cal...Eh Hem...IT'S SUMMER IN SOUTHERN CALIFORNIA AT THE BEACH!
Yes, yes, yes, I AM shouting! Ugh...Okay, there has been so much to share but it has all been so consistent that I have vented briefly on FB rathter than settling in to do a full post.
UGH...I don't want to only complain here...so I will be sure to share some of the fun times and kudos and reviews from guests, however, what sent me straight to the keyboard was the "walk ins" from a minute ago, I really want to scream but that would probably freak out the guests in the courtyard, so I will blog;)...
I am waiting on a checkin, its been pretty gloomy the past 2 days after 6 days of heatwave and amazing sunshine, business arrives with the sun, for sure...I am giving smokin' deals right now, $20-$25 off, list price for a single is $84, offering $59 for a single...and the woman who just came in (I just deleted 4 explatives...)...asks the price, asks for comparable prices in the neighborhood (what? that's your job, not mine..)wants to see the room (which is fine) they like it , speak in Japanese, say yes they will take it, then she comes back to the office and says, "We leaving in the morning so we like $60 out the door...", Um, well, just so you know, everyone is leaving in the morning and sorry sweet edamame, but you have to pay the tax...ugh...argh....grrrr, she says, "oh no, we pay $60, we leave in the morning." I say, "Sorry, then go someplace else if you only want to pay $60."...
So, there is a December post about the deadhead wannabe's, well their band was back this weekend...there was no residual vomit or requirement to replace duvet covers, so that's good... but the B.O and patchouli, lingered in the office vestibule for 2 days, and well, the "NO SMOKING OF ANYTHING" in the rooms, well, they didn't quite follow that...(there is a pipe in lost and found;). These people are a lot of work, they bring the entire bar back to the motel in between sets, they only booked 5 out of 16 rooms this time so they had to be respectful of other guests, they weren't...I'm not inviting them back...though they will try again in august...ugh.
So, we have had some folks book online, visit from North Carolina, who love the place so much, they have invited family up from SD, they are such great guests, funloving and social, respectful of the property (and washcloths...my housekeeper is a stickler) and just take advantage of the location (great for surfing) and loving the BBQ...
We have been gifted, movie tickets, ribeyes, had dinner made for us, and have met some really great people. On the good days, its great, on the "WTF are they thinking days"...it takes a toll. I know, I care too much, its my cross to bear, but what has always made my employers hearts sing, I treat their business as my own, so yes, I have actually (embarrassed to say), cried when I found a guests bf kicking back and SMOKING in the room, perhaps I was crying because she was a repeat guest who paid a cash deposit in the past and had been perfect, well this time (broke my own...I know better than that) rule, and didn't charge a deposit....went out to change my laundry over around 11, (office had been closed an hour) smelled smoke, didnt see anyone in the courtyard, f-er...lounging in the chair smoking away and drinking a 211 (yuck)...I came unglued, his girl was passed out on the bed (the good guest), told them not to come back...aired out and did my due dilligence and am P.O'd that I couldn't charge them that exorbinant smoking charge...ooh, back to the good stuff, only had one single left and a nice gal had called before the Asian cheapskate showed up, nice gal just showed so room was available for her...I LOVE THAT!
Gosh so much has gone on over the past months, we are the hotspot for a surf legend, a van rolled over right out front, we are renting bikes and boogies now, and surf boards (since I bought a few longboards off some European guests who didn't want to pay shipping to have their boards sent home) and , fortunately, this weekend, I remembered to have the bike renters sign the release of liability waiver....since a pedal fell right off the bike!
Over the 4th, a guest got locked out (really locked out, not just forgot her key)..doorknob stopped working...had to go in through the window to open the door and put them in the room next door, I knew there was a reason we had that ONE room vacant! And yes, for those long term readers...it did happen to be the SAME room that Richard got locked IN, in December!! Crazy!
And speaking of Richard, we were really concerned that something had happened to him since we hadn't seen him in so long, and he had gone from sober to really really drunk after his boat wasn't a reality. He showed up about around Father's Day, drunk but alive and well, actually he was the one who bought us the ribeyes. It makes my heart sad to seem him so drunk and lonely, he befriends anyone and everyone who walks by, thats actually why he likes this place, we don't let him bring his friends and he gets some rest...
It's an adventure...I am trying not to get jaded...I have my days...my day off girl moved to Texas so the last one was mid June when I took Mommie to Lion King, that was SOO fantastic! And frankly, the next one may be the drag races in November (unless we set a wedding date before that;).
After the loss of my sweet sweet kitty Lodie, who blessed me for 17 years, my other sweet pea was depressed and sad so we gifted him with a kitten...he didn't believe that was for him for the first few days, but Otis, the new kitten, was resilient and persistent and just kept bringing love to Pipie, so Pipie gave in and its been less than a month of all this kitten energy and everyone is feeling better, and more on their toes;). Though I miss Lodie SOOO SOOOO SOOOOOOO MUch each and every day, he would had totally approved of this little one...Otis is a fetcher, just like Lodie, maybe Angel Lodie is rearing him with Pipie...a kitty mommie can hope...
Positive stuff next time...hopefully;)! Its more an adventure than an attitude though...you get that...right>?
UGH...I don't want to only complain here...so I will be sure to share some of the fun times and kudos and reviews from guests, however, what sent me straight to the keyboard was the "walk ins" from a minute ago, I really want to scream but that would probably freak out the guests in the courtyard, so I will blog;)...
I am waiting on a checkin, its been pretty gloomy the past 2 days after 6 days of heatwave and amazing sunshine, business arrives with the sun, for sure...I am giving smokin' deals right now, $20-$25 off, list price for a single is $84, offering $59 for a single...and the woman who just came in (I just deleted 4 explatives...)...asks the price, asks for comparable prices in the neighborhood (what? that's your job, not mine..)wants to see the room (which is fine) they like it , speak in Japanese, say yes they will take it, then she comes back to the office and says, "We leaving in the morning so we like $60 out the door...", Um, well, just so you know, everyone is leaving in the morning and sorry sweet edamame, but you have to pay the tax...ugh...argh....grrrr, she says, "oh no, we pay $60, we leave in the morning." I say, "Sorry, then go someplace else if you only want to pay $60."...
So, there is a December post about the deadhead wannabe's, well their band was back this weekend...there was no residual vomit or requirement to replace duvet covers, so that's good... but the B.O and patchouli, lingered in the office vestibule for 2 days, and well, the "NO SMOKING OF ANYTHING" in the rooms, well, they didn't quite follow that...(there is a pipe in lost and found;). These people are a lot of work, they bring the entire bar back to the motel in between sets, they only booked 5 out of 16 rooms this time so they had to be respectful of other guests, they weren't...I'm not inviting them back...though they will try again in august...ugh.
So, we have had some folks book online, visit from North Carolina, who love the place so much, they have invited family up from SD, they are such great guests, funloving and social, respectful of the property (and washcloths...my housekeeper is a stickler) and just take advantage of the location (great for surfing) and loving the BBQ...
We have been gifted, movie tickets, ribeyes, had dinner made for us, and have met some really great people. On the good days, its great, on the "WTF are they thinking days"...it takes a toll. I know, I care too much, its my cross to bear, but what has always made my employers hearts sing, I treat their business as my own, so yes, I have actually (embarrassed to say), cried when I found a guests bf kicking back and SMOKING in the room, perhaps I was crying because she was a repeat guest who paid a cash deposit in the past and had been perfect, well this time (broke my own...I know better than that) rule, and didn't charge a deposit....went out to change my laundry over around 11, (office had been closed an hour) smelled smoke, didnt see anyone in the courtyard, f-er...lounging in the chair smoking away and drinking a 211 (yuck)...I came unglued, his girl was passed out on the bed (the good guest), told them not to come back...aired out and did my due dilligence and am P.O'd that I couldn't charge them that exorbinant smoking charge...ooh, back to the good stuff, only had one single left and a nice gal had called before the Asian cheapskate showed up, nice gal just showed so room was available for her...I LOVE THAT!
Gosh so much has gone on over the past months, we are the hotspot for a surf legend, a van rolled over right out front, we are renting bikes and boogies now, and surf boards (since I bought a few longboards off some European guests who didn't want to pay shipping to have their boards sent home) and , fortunately, this weekend, I remembered to have the bike renters sign the release of liability waiver....since a pedal fell right off the bike!
Over the 4th, a guest got locked out (really locked out, not just forgot her key)..doorknob stopped working...had to go in through the window to open the door and put them in the room next door, I knew there was a reason we had that ONE room vacant! And yes, for those long term readers...it did happen to be the SAME room that Richard got locked IN, in December!! Crazy!
And speaking of Richard, we were really concerned that something had happened to him since we hadn't seen him in so long, and he had gone from sober to really really drunk after his boat wasn't a reality. He showed up about around Father's Day, drunk but alive and well, actually he was the one who bought us the ribeyes. It makes my heart sad to seem him so drunk and lonely, he befriends anyone and everyone who walks by, thats actually why he likes this place, we don't let him bring his friends and he gets some rest...
It's an adventure...I am trying not to get jaded...I have my days...my day off girl moved to Texas so the last one was mid June when I took Mommie to Lion King, that was SOO fantastic! And frankly, the next one may be the drag races in November (unless we set a wedding date before that;).
After the loss of my sweet sweet kitty Lodie, who blessed me for 17 years, my other sweet pea was depressed and sad so we gifted him with a kitten...he didn't believe that was for him for the first few days, but Otis, the new kitten, was resilient and persistent and just kept bringing love to Pipie, so Pipie gave in and its been less than a month of all this kitten energy and everyone is feeling better, and more on their toes;). Though I miss Lodie SOOO SOOOO SOOOOOOO MUch each and every day, he would had totally approved of this little one...Otis is a fetcher, just like Lodie, maybe Angel Lodie is rearing him with Pipie...a kitty mommie can hope...
Positive stuff next time...hopefully;)! Its more an adventure than an attitude though...you get that...right>?
Friday, April 30, 2010
The customer is NOT always right....and it's a GOOD thing this girl has a day off in the future!
Gosh, there has been so much to contend with the last few weeks. We have been really fortunate to have a group of workers here for over a month, they are in town Sunday-Thursday so I cut them a really great rate. That has totally paid off because we are coming in above goal at this point...YAY!
Now, on the flip side, we are at the tail end of April...and we are at the beach and the rates in the area have definitely increased. I have been trying to pull our rates up slowly, without seeming extreme on one end yet not wanting to seem desperate on the other (as I was in February:). That said....Oh my gosh!!! Every person who walks in the door says, "$59- why SOOOO much?" (note: this is on weekends...and we are at the beach in southern California...that is NOT a lot!)So, I give my chipper retort and remind them this is So Cal, not So Dakota and well, this is actually the best rate in town and my system/rack rates are $20 over that...blah blah blah BLEH!
So, the new thing....as I go through my schpeal of how we are very competitively priced and by far the cutest and coolest, blah blah..(this really is true, by the way)... So,I have a guy last week, actually, on my birthday...He Shouts at me "Uh- NO, you are NOT the best price in town, by a long shot, there are 3 other places on this street that are $40 a night!!!!!" I (barely awake and near my wits end) respond, in a very nice tone, well, that IS good news, it sounds like you have plenty of options, feel free to explore them...He barks at me again and leaves.
Within 5 minutes the office phone rings...yep, you guessed it...here's the thing, we have had a name change so the old phone books have our old name, I like to give people the benefit of the doubt (as in, this dude, didn't realize he was calling the place he was just invited to leave...after shouting at the birthday girl)! Sooo, "Good morning, thank you for calling etc. etc..." "Hello sweetheart, look, here is my situation..." I stopped him there, and asked if he had just been in my office, he paused and said, "um, maybe...?" I asked if he was tall and blond, spiky hair? "Um, yes...." Well, we have had this talk, this is my rate, we don't offer extended stay....and you mentioned that there was a plethora of nearby properties in the $40 range, so, again, make the most of those deals....He screamed back at me..."BUT I DON'T WANT TO STAY IN ANY OF THOSE PLACES!!!!"mm, hmmm, well, there we have it, you DO get what you pay for...he tells me he ONLY has $50 till the next day, I say that is unfortunate and I cannot help, I also mention that I require a credit card on file...You would have thought I requested a sherpa and a camel as a deposit...or bags of gold...He said he has never heard of such a thing...etc., I engage and tell him I find that very interesting as I personally have never stayed anywhere that didn't require such a thing! So, we end this call, he calls me honey, baby and sweetheart about 6 times then growls and hangs up...
Here's the thing, this job doesn't require a rocket scientist, yet it does require paying close attention to subtle nuances (and sometimes not so subtle) about people, and the very first thing I learned: those who start telling their story before they even make it to the counter (4 feet between door and counter here, so that means, "open door, start telling story.") Well, these are the people to watch out for...sort of along "The lady doth protest too much, me thinks" wavelength...and a favorite of mine, answer when asked, do not volunteer information...it just screams...well,,,it screams to me!
Later that morning, gal from the next door diner stops in..this is the first time I have met her, she is very very nice. (which makes me feel a bit guilty as I often deter guests from her restaurant because they are really pricey, hunny and I had breakfast there when we first moved here and between the two of us, the bill was close to the price of a room!) Any how, she was super sweet, and we had a really interesting discussion, she asked if Corny was staying here...I looked at her, clearly with a big question mark...then snickered and asked if he was tall, blonde, spiky hair? "YES- that's him!" I assured her that he wasn't staying here and she proceeded to tell me that she and her mom had hired him to do some work at the cafe a week or so ago, and surprizingly enough, he took the money and has yet to complete the work...oof..we chatted about a few other neighborhood characters (such as the woman who seemed totally normal and put together and within 3 minutes of chatting with me, told me she has filed and is in the midst of SEVENTEEN lawsuits)...Ummm, glad the Travelodge was less expensive than us because...well, they probably have better insurance than us...oof (again!)
Any how, then, well a semi regular (he checked in for 2 nights in February and stayed until I had to have him leave (2 months later...paying 1-2 days at a time) because the whole property was booked...I may have written about him before because his friends pissed me off...or not...) anyhow, he was starting to act really entitled prior to that, he returned the following weekend and was pretty good...then,,,,last week came back, all was good, except well he heads to the beach for the day and gets drunkety drunk then comes back here...so, apparently, the housekeeper didn't service his room, she just gave him towels. He mentioned this to hunny, who told me, and a few minutes later, I ran into him out in the parking lot and apologized, which led into some crazy rant on his end, and when I say crazy, um thats what I mean, there were expletives that I will save you from...anywho, during this rant, I told him it was uncalled for and I was apologizing for the cleaning not happening but it wasn't intentional and it wasn't okay for him to curse at me and get all aggressive....happily, he checked out the next day...
(uh-oh...do you think there is a pattern here? am I chasing away guests....well...maybe...geez...I hope not!)
So now, I got my pay back to scale and will be having days off, (last one was january 18th....oooof!) and I think my burnout will dissipate and I will be able to go back to handling the wack-a-doos with a smile rather than calling them out in an obvious fashion...not my best work or proudest moments...
Oh, there was another...but he apologized when he checked out (and I think your eyes are tired so I won't expound on that one!)
Lesson: Don't let your story lead...
I'm just sayin', we all have our crazy moments...and our situations and stories...um, let's keep 'em to ourselves...cuz the lady behind the glass...she can spot you a mile away :)...
nighty night!
Now, on the flip side, we are at the tail end of April...and we are at the beach and the rates in the area have definitely increased. I have been trying to pull our rates up slowly, without seeming extreme on one end yet not wanting to seem desperate on the other (as I was in February:). That said....Oh my gosh!!! Every person who walks in the door says, "$59- why SOOOO much?" (note: this is on weekends...and we are at the beach in southern California...that is NOT a lot!)So, I give my chipper retort and remind them this is So Cal, not So Dakota and well, this is actually the best rate in town and my system/rack rates are $20 over that...blah blah blah BLEH!
So, the new thing....as I go through my schpeal of how we are very competitively priced and by far the cutest and coolest, blah blah..(this really is true, by the way)... So,I have a guy last week, actually, on my birthday...He Shouts at me "Uh- NO, you are NOT the best price in town, by a long shot, there are 3 other places on this street that are $40 a night!!!!!" I (barely awake and near my wits end) respond, in a very nice tone, well, that IS good news, it sounds like you have plenty of options, feel free to explore them...He barks at me again and leaves.
Within 5 minutes the office phone rings...yep, you guessed it...here's the thing, we have had a name change so the old phone books have our old name, I like to give people the benefit of the doubt (as in, this dude, didn't realize he was calling the place he was just invited to leave...after shouting at the birthday girl)! Sooo, "Good morning, thank you for calling etc. etc..." "Hello sweetheart, look, here is my situation..." I stopped him there, and asked if he had just been in my office, he paused and said, "um, maybe...?" I asked if he was tall and blond, spiky hair? "Um, yes...." Well, we have had this talk, this is my rate, we don't offer extended stay....and you mentioned that there was a plethora of nearby properties in the $40 range, so, again, make the most of those deals....He screamed back at me..."BUT I DON'T WANT TO STAY IN ANY OF THOSE PLACES!!!!"mm, hmmm, well, there we have it, you DO get what you pay for...he tells me he ONLY has $50 till the next day, I say that is unfortunate and I cannot help, I also mention that I require a credit card on file...You would have thought I requested a sherpa and a camel as a deposit...or bags of gold...He said he has never heard of such a thing...etc., I engage and tell him I find that very interesting as I personally have never stayed anywhere that didn't require such a thing! So, we end this call, he calls me honey, baby and sweetheart about 6 times then growls and hangs up...
Here's the thing, this job doesn't require a rocket scientist, yet it does require paying close attention to subtle nuances (and sometimes not so subtle) about people, and the very first thing I learned: those who start telling their story before they even make it to the counter (4 feet between door and counter here, so that means, "open door, start telling story.") Well, these are the people to watch out for...sort of along "The lady doth protest too much, me thinks" wavelength...and a favorite of mine, answer when asked, do not volunteer information...it just screams...well,,,it screams to me!
Later that morning, gal from the next door diner stops in..this is the first time I have met her, she is very very nice. (which makes me feel a bit guilty as I often deter guests from her restaurant because they are really pricey, hunny and I had breakfast there when we first moved here and between the two of us, the bill was close to the price of a room!) Any how, she was super sweet, and we had a really interesting discussion, she asked if Corny was staying here...I looked at her, clearly with a big question mark...then snickered and asked if he was tall, blonde, spiky hair? "YES- that's him!" I assured her that he wasn't staying here and she proceeded to tell me that she and her mom had hired him to do some work at the cafe a week or so ago, and surprizingly enough, he took the money and has yet to complete the work...oof..we chatted about a few other neighborhood characters (such as the woman who seemed totally normal and put together and within 3 minutes of chatting with me, told me she has filed and is in the midst of SEVENTEEN lawsuits)...Ummm, glad the Travelodge was less expensive than us because...well, they probably have better insurance than us...oof (again!)
Any how, then, well a semi regular (he checked in for 2 nights in February and stayed until I had to have him leave (2 months later...paying 1-2 days at a time) because the whole property was booked...I may have written about him before because his friends pissed me off...or not...) anyhow, he was starting to act really entitled prior to that, he returned the following weekend and was pretty good...then,,,,last week came back, all was good, except well he heads to the beach for the day and gets drunkety drunk then comes back here...so, apparently, the housekeeper didn't service his room, she just gave him towels. He mentioned this to hunny, who told me, and a few minutes later, I ran into him out in the parking lot and apologized, which led into some crazy rant on his end, and when I say crazy, um thats what I mean, there were expletives that I will save you from...anywho, during this rant, I told him it was uncalled for and I was apologizing for the cleaning not happening but it wasn't intentional and it wasn't okay for him to curse at me and get all aggressive....happily, he checked out the next day...
(uh-oh...do you think there is a pattern here? am I chasing away guests....well...maybe...geez...I hope not!)
So now, I got my pay back to scale and will be having days off, (last one was january 18th....oooof!) and I think my burnout will dissipate and I will be able to go back to handling the wack-a-doos with a smile rather than calling them out in an obvious fashion...not my best work or proudest moments...
Oh, there was another...but he apologized when he checked out (and I think your eyes are tired so I won't expound on that one!)
Lesson: Don't let your story lead...
I'm just sayin', we all have our crazy moments...and our situations and stories...um, let's keep 'em to ourselves...cuz the lady behind the glass...she can spot you a mile away :)...
nighty night!
Sunday, April 11, 2010
"OPEN-OPEN-OPEN!"
So I first ask you to think on this: when you pull up to a business that is obviously closed, think Macy's at midnight or DMV after dark...what do you do?.....
Well, what you probably don't do...pound on the door...if that has been your tactic in the past, I suggest, I beg of you, reconsider, get back in your car and go back during business hours...
I am betting you can see where I am going with this...we had 4 nights in a row that between 2:30 and 3:30 AM people showed up at the motel and pounded on the door, I could hear them reading the business hours sign,,,then pounding on the door and 2 out of 4 times POUNDING on my bedroom window...really!!!??? What are you thinking? A perky little imp will spring from bed and greet you at the door with a room key...? Not gonna happen people... We are CLOSED...if you didn't plan ahead, well go to the Travelodge, they ARE open, they are more than 16 rooms and have a staff of more than TWO...Sorry, we are not the all hours place, this girl needs some beauty sleep! Unfortunately I seem to be on this auto wake of 3 AM now, that sucks...I did get up one night, I opened my front door, not the office because I didn't want him to say, "well you're up now can I get a room" I opened the front door, to an older man (about 60), I asked what he wanted (he had pounded on my window) he asked how much rooms were, I told him we were closed, he again asked how much, I told him it was irrelevant since we were CLOSED!!! Aggghhh...
The good news is that during our open business hours, we have gotten MUCH MUCH busier. This week we are sold out Sunday (tonight) through Thursday. We have a big group in town and its awesome! So, with this increase in business and revenue, I am having the talk with the owner tomorrow about reinstating my pay and my days off...this girl is working her tail off for less of everything,,,,grr, making me a bitter pill to swallow!
Since we made a little money, I was sure to spend it immediately so I could get the things our guests need, coffee pots, flatware and plates, all rooms now have cute new bedding too, whew, this feels better!
Gosh, so much has happened in the last 2 months that I can't even recall...sorry, there was some good material, maybe it will come back to me! In the meantime, learn the lesson, if its closed...walk away;).
The past few weeks have been stressful, however, I am very hopeful for a busy summer with lots of happy guests. I have lost my love for Yelp! since my guests post reviews and they disappear almost immediately...grrrr, so trip advisor is where I am sending people now!
Oh- I have contacted some local artists to hang art on consignment, we have 3 rooms with original art now and they are really cool, once I have all the rooms done, we will do an open house and a press release, I really want to give artists the exposure, and hopefully sell a few pieces, and most of all, get the 80's marriott art out of the rooms:).
"Office"...gotta check someone in- back soon!
Well, what you probably don't do...pound on the door...if that has been your tactic in the past, I suggest, I beg of you, reconsider, get back in your car and go back during business hours...
I am betting you can see where I am going with this...we had 4 nights in a row that between 2:30 and 3:30 AM people showed up at the motel and pounded on the door, I could hear them reading the business hours sign,,,then pounding on the door and 2 out of 4 times POUNDING on my bedroom window...really!!!??? What are you thinking? A perky little imp will spring from bed and greet you at the door with a room key...? Not gonna happen people... We are CLOSED...if you didn't plan ahead, well go to the Travelodge, they ARE open, they are more than 16 rooms and have a staff of more than TWO...Sorry, we are not the all hours place, this girl needs some beauty sleep! Unfortunately I seem to be on this auto wake of 3 AM now, that sucks...I did get up one night, I opened my front door, not the office because I didn't want him to say, "well you're up now can I get a room" I opened the front door, to an older man (about 60), I asked what he wanted (he had pounded on my window) he asked how much rooms were, I told him we were closed, he again asked how much, I told him it was irrelevant since we were CLOSED!!! Aggghhh...
The good news is that during our open business hours, we have gotten MUCH MUCH busier. This week we are sold out Sunday (tonight) through Thursday. We have a big group in town and its awesome! So, with this increase in business and revenue, I am having the talk with the owner tomorrow about reinstating my pay and my days off...this girl is working her tail off for less of everything,,,,grr, making me a bitter pill to swallow!
Since we made a little money, I was sure to spend it immediately so I could get the things our guests need, coffee pots, flatware and plates, all rooms now have cute new bedding too, whew, this feels better!
Gosh, so much has happened in the last 2 months that I can't even recall...sorry, there was some good material, maybe it will come back to me! In the meantime, learn the lesson, if its closed...walk away;).
The past few weeks have been stressful, however, I am very hopeful for a busy summer with lots of happy guests. I have lost my love for Yelp! since my guests post reviews and they disappear almost immediately...grrrr, so trip advisor is where I am sending people now!
Oh- I have contacted some local artists to hang art on consignment, we have 3 rooms with original art now and they are really cool, once I have all the rooms done, we will do an open house and a press release, I really want to give artists the exposure, and hopefully sell a few pieces, and most of all, get the 80's marriott art out of the rooms:).
"Office"...gotta check someone in- back soon!
Saturday, February 20, 2010
Do I need to define "Room..." Really...?(and a pelican!)
Well the good news: $50 February has been a big hit! Valentines/President's Day weekend was packed Fri-Monday! That was fantastic. (mostly)...
So you already know my schpeal, "And the rooms are all non- smoking and no pets, so that means, no smoking, no pets and no smoking pets"...har-har-har..Yes, its a bit cheesy and I change it up as needed, main thing, people remember the stupid joke so they clearly hear the NO SMOKING AND NO PETS...therefore their later arguments for smoking or having pets,,,,,well they just piss me off and get my coyote-ness on!
A few nights before Valentine's I checked a couple of brothers into a 2 bedroom, they are in town working on their moms place...unfortunately we checked them into a room the same night the water heater went out...oof...moved them to another room...alls good, till the next morning when the housekeeper comes running to my front door with soda stained pillows and cases...grrrr....interestingly enough...these pillows had soda spilled on them again two nights later! But this guest reported it because, well, he needed new pillows! So- bedding, walls, pillows etc all covered in soda...ummm, extra charge on the credit card- sorry boys....ok- back to the brothers. So, the soda came out of the pillow cases when they spilled and they didn't get an additional charge...Saturday on Valentines weekend, little brother comes back and rents a room mid day from hunny.
I get home shortly thereafter, little bro had gone back to work. About 6 I hear screetching and screaming in the parking lot "Not one, roach...not one f-ing cockroach you mo-fo....." Um, what? I walk out into the lot and the banshee is pitching a fit, I ask her to keep it down and tell them that I am not interested in their drama and I will gladly refund their money so they leave, she replies, "you bet your sweet ass you will..." He apologizes, she walks in the room and reappears, humble..."Ma'am, I am sorry, the rooms are very nice, I'm sorry..." Okay- we don't want to know what past experiences traumatized her so much that she was sure this was a crappy motel...but it did make me think we still need to work on the exterior a bit so the outside looks as good as the inside :).
Next morning, housekeeper runs to front office....I go to the room...OMG- um, no smoking, no pets, no smoking pets, NO SMOKING!!!! The room is a smoke filled horror. I was so peeved....
2 days later, the brothers return just after closing, I see them in the surveillance monitor and open the door, mostly so I can chew them out. Little bro is in the office first, I confront him about smoking and tell him I didn't charge the $200 fine because I knew it was big bro's credit card, perfect timing as big bro walks in. Little bro swears he didn't smoke, I tell him I don't believe him because the room reeked of smoke, his brother is furious and asking him if he used his credit card, little bro finally says, we didnt smoke in the room...JUST THE BATHROOM....my reply (as if you can't already hear it): Um, well, the bathroom IS part of the room! Could I Actually rent you a room without a bathroom? Um, no? well then consider the "no smoking, no pets and NO SMOKING PETS" to apply to the bathroom too....he sullenly apologized, big bro paid for 2 rooms and I was alerted that the girlfriend was coming back, I advised, "No smoking, and No yelling." And let little bro know that the only reason I was allowing him back was cuz big bro was here and any break would indeed lead to the $200 charge for smoking...All was quiet....for the night...but, MAN oh MAN, big bro left a huge mess in his room, all towels were soaking wet on the floor and carpet, torn up magazines...who knows...Not gonna offer them a frequent guest card, they are on the black list now. My housekeepers chipper mood has been going down hill, she seems to be losing her patience with the nuttiness...that's alarming AND not good and suprising because she has been doing this a lot longer than I have!
So now, we are all in agreement that the bathroom IS part of the room that allows NO smoking, NO pets and NO smoking pets....right?!
Yesterday morning, here comes housekeeper...room 5...stayover? Um,no..."room 5...DOGGIE!" I made sure we were on the same page (Google translate is my new best friend!) Yep, she saw a dog in room 5. I call room 5, mr. guest answers, I ask if there is a dog in their room, he replies, "um, a what?" Dog, a dog, is there a dog in your room? "Um, no. Well I dunno, I just got back 2 minutes ago." I respond, "Well, If there is a dog in your room, I am going to guess you brought it with so just coming back 2 minutes ago is irrelevant!!!" "Who told you there was a dog?" "Housekeeper." "We have a dog, it slept in the car all night..." Alright...
I wait 5 minutes, meet housekeeper in the parking lot, we go to the room, she knocks, Mr. Guest comes out like a screaming howler monkey- all defenses on high- shouting that the maid came barging in the room earlier on his naked wife and what type of place was this and so on all at the top of his lungs (I have been up about 20 minutes, I have splashed my face, brushed my teeth, dressed and had a cup of coffee- thats it, no food, no grounding, not even a shower, so this nutso unexpected attack caught me way off guard.) Fortunately, my adrenals are still in tact and my fight or flight responses are ready to engage...
I respond that the hskp knocked, announced herself, waited then opened the door (this is how we knew there was a dog IN THE BED!) Now, come on, thinking that the bathroom isnt part of the room is bad enough...but the bed....since the dog wasn't on the floor do the people think it doesn't count...well, no, because there was an arsenal of lies from mr. man. He ranted, raved, puffed up and got all red while shouting at me and pointing at hskp., and shouting, "what type of place is this?" I responded that we are a respectable property and perhaps he had not stayed in many hotels, as this was the standard. He continued at the top of his lungs. I looked him in the eye and said, "Look, you are trying to deflect from the fact that you have a dog in your room, I am going to charge you a $150 fee for that and your wife not hearing the housekeeper isn't going to change that." If you are so certain we are some sort of seedy operation I will gladly escort you to the office where you can call the police, let's go. he huffed and puffed and walked to the office with me. All the while stating that the dog slept in the car and was in the room just to get some water. He declined the offer to have the police called (shocking!)
So here's my response: Well,it doesnt matter if the dog was in all night or just for water, he is in the room and that is against the policy, see you signed here. And to top it off, you lied when I called your room to ask about the dog. Him: Well I really DID just get back to the room, I was on a job interview. Me: well did you take the dog with you on the interview? Him: Hmmph, What? Geez, of course not. Me: Sooo, where was the dog the whole time? you left him in the room right? Him: When you called he was in the bathroom...Me: THE DOG, he, the dog was in the bathroom when you returned? THE BATHROOM IS PART OF THE ROOM@!!!!!! Him: my wife was in the bathroom, I didn't know where the dog was. Me: well, was the dog running around the parking lot or in the street?Him: Hmmpgh (with indignation and annoyance) WHY would the dog be running around, of course it wasn't. Me: Are you seeing the ridiculousness of you defending your lie? The dog was and is in the room, I am charging you $150 for that, you don't have an argument and I am sorry the maid frightened your wife.
Him- total freak out again : the dog stayed in the car all night (my thought but not response- "well you should have let him in because you paid 3x as much for him to stay in the car as you paid to stay in the room!!!!")
Tempers flared and this was out of control....he was defensive because, again, he was trying to deflect. I diffused that. So, I apologized when he brought his key back and he fully apologized too, I offered to refund half of the pet fee, he thanked me. OMG- this was quite a morning!
Turns out, he wasn't lying about the dog being in the bathroom...hskp came running, they showered the doggie in the shower and there were wet and doggie towels all over the bath....So- we had to "de-pet' the room, this is why we charge such a high fee....ooof.
Since I didn't post on Valentine's Day, you don't know that a repeat guest brought me a "Be my valentine" plastic wall decoration (this was the man who brought me the Christmas stocking) He said he would be sure to be back by Easter and probably bring me a bunny...uh-oh.....Well, tonight he came back, (He's super nice) Hunny laughed when he saw him pull up... He spent 50 minutes telling me a (really quite interesting) story...checked into his room....came back to the office and brought me a stuffed pelican with a fish sticking out of its bill....eh? um, hm. Well it was very sweet. I asked him where he found such a thing, he responded: "In my van." um, well, I just said thank you...
It's raining, we expect Richard for a few days...He's still sober, its heartwarming...
I have learned a lot about recycling from one of our guests. The boys with the soda everywhere, after the charge and the tough talk, well they have become some of our best repeat guests...
Its fun, its actually really fantastic to see the changes and its a sociology thesis waiting to be written...but I guess we will settle for a blog (or my book;)....
Thanks for listenin' its raining and 9:30 on a Saturday night, we are probably done for the night as far as check-ins...
PS- we had a great night out, on the 13th, newbie thought she couldn't work but she's such a trooper and she did. Having a few friends up next weekend and looking forward to it!
Soon with more my friends!
So you already know my schpeal, "And the rooms are all non- smoking and no pets, so that means, no smoking, no pets and no smoking pets"...har-har-har..Yes, its a bit cheesy and I change it up as needed, main thing, people remember the stupid joke so they clearly hear the NO SMOKING AND NO PETS...therefore their later arguments for smoking or having pets,,,,,well they just piss me off and get my coyote-ness on!
A few nights before Valentine's I checked a couple of brothers into a 2 bedroom, they are in town working on their moms place...unfortunately we checked them into a room the same night the water heater went out...oof...moved them to another room...alls good, till the next morning when the housekeeper comes running to my front door with soda stained pillows and cases...grrrr....interestingly enough...these pillows had soda spilled on them again two nights later! But this guest reported it because, well, he needed new pillows! So- bedding, walls, pillows etc all covered in soda...ummm, extra charge on the credit card- sorry boys....ok- back to the brothers. So, the soda came out of the pillow cases when they spilled and they didn't get an additional charge...Saturday on Valentines weekend, little brother comes back and rents a room mid day from hunny.
I get home shortly thereafter, little bro had gone back to work. About 6 I hear screetching and screaming in the parking lot "Not one, roach...not one f-ing cockroach you mo-fo....." Um, what? I walk out into the lot and the banshee is pitching a fit, I ask her to keep it down and tell them that I am not interested in their drama and I will gladly refund their money so they leave, she replies, "you bet your sweet ass you will..." He apologizes, she walks in the room and reappears, humble..."Ma'am, I am sorry, the rooms are very nice, I'm sorry..." Okay- we don't want to know what past experiences traumatized her so much that she was sure this was a crappy motel...but it did make me think we still need to work on the exterior a bit so the outside looks as good as the inside :).
Next morning, housekeeper runs to front office....I go to the room...OMG- um, no smoking, no pets, no smoking pets, NO SMOKING!!!! The room is a smoke filled horror. I was so peeved....
2 days later, the brothers return just after closing, I see them in the surveillance monitor and open the door, mostly so I can chew them out. Little bro is in the office first, I confront him about smoking and tell him I didn't charge the $200 fine because I knew it was big bro's credit card, perfect timing as big bro walks in. Little bro swears he didn't smoke, I tell him I don't believe him because the room reeked of smoke, his brother is furious and asking him if he used his credit card, little bro finally says, we didnt smoke in the room...JUST THE BATHROOM....my reply (as if you can't already hear it): Um, well, the bathroom IS part of the room! Could I Actually rent you a room without a bathroom? Um, no? well then consider the "no smoking, no pets and NO SMOKING PETS" to apply to the bathroom too....he sullenly apologized, big bro paid for 2 rooms and I was alerted that the girlfriend was coming back, I advised, "No smoking, and No yelling." And let little bro know that the only reason I was allowing him back was cuz big bro was here and any break would indeed lead to the $200 charge for smoking...All was quiet....for the night...but, MAN oh MAN, big bro left a huge mess in his room, all towels were soaking wet on the floor and carpet, torn up magazines...who knows...Not gonna offer them a frequent guest card, they are on the black list now. My housekeepers chipper mood has been going down hill, she seems to be losing her patience with the nuttiness...that's alarming AND not good and suprising because she has been doing this a lot longer than I have!
So now, we are all in agreement that the bathroom IS part of the room that allows NO smoking, NO pets and NO smoking pets....right?!
Yesterday morning, here comes housekeeper...room 5...stayover? Um,no..."room 5...DOGGIE!" I made sure we were on the same page (Google translate is my new best friend!) Yep, she saw a dog in room 5. I call room 5, mr. guest answers, I ask if there is a dog in their room, he replies, "um, a what?" Dog, a dog, is there a dog in your room? "Um, no. Well I dunno, I just got back 2 minutes ago." I respond, "Well, If there is a dog in your room, I am going to guess you brought it with so just coming back 2 minutes ago is irrelevant!!!" "Who told you there was a dog?" "Housekeeper." "We have a dog, it slept in the car all night..." Alright...
I wait 5 minutes, meet housekeeper in the parking lot, we go to the room, she knocks, Mr. Guest comes out like a screaming howler monkey- all defenses on high- shouting that the maid came barging in the room earlier on his naked wife and what type of place was this and so on all at the top of his lungs (I have been up about 20 minutes, I have splashed my face, brushed my teeth, dressed and had a cup of coffee- thats it, no food, no grounding, not even a shower, so this nutso unexpected attack caught me way off guard.) Fortunately, my adrenals are still in tact and my fight or flight responses are ready to engage...
I respond that the hskp knocked, announced herself, waited then opened the door (this is how we knew there was a dog IN THE BED!) Now, come on, thinking that the bathroom isnt part of the room is bad enough...but the bed....since the dog wasn't on the floor do the people think it doesn't count...well, no, because there was an arsenal of lies from mr. man. He ranted, raved, puffed up and got all red while shouting at me and pointing at hskp., and shouting, "what type of place is this?" I responded that we are a respectable property and perhaps he had not stayed in many hotels, as this was the standard. He continued at the top of his lungs. I looked him in the eye and said, "Look, you are trying to deflect from the fact that you have a dog in your room, I am going to charge you a $150 fee for that and your wife not hearing the housekeeper isn't going to change that." If you are so certain we are some sort of seedy operation I will gladly escort you to the office where you can call the police, let's go. he huffed and puffed and walked to the office with me. All the while stating that the dog slept in the car and was in the room just to get some water. He declined the offer to have the police called (shocking!)
So here's my response: Well,it doesnt matter if the dog was in all night or just for water, he is in the room and that is against the policy, see you signed here. And to top it off, you lied when I called your room to ask about the dog. Him: Well I really DID just get back to the room, I was on a job interview. Me: well did you take the dog with you on the interview? Him: Hmmph, What? Geez, of course not. Me: Sooo, where was the dog the whole time? you left him in the room right? Him: When you called he was in the bathroom...Me: THE DOG, he, the dog was in the bathroom when you returned? THE BATHROOM IS PART OF THE ROOM@!!!!!! Him: my wife was in the bathroom, I didn't know where the dog was. Me: well, was the dog running around the parking lot or in the street?Him: Hmmpgh (with indignation and annoyance) WHY would the dog be running around, of course it wasn't. Me: Are you seeing the ridiculousness of you defending your lie? The dog was and is in the room, I am charging you $150 for that, you don't have an argument and I am sorry the maid frightened your wife.
Him- total freak out again : the dog stayed in the car all night (my thought but not response- "well you should have let him in because you paid 3x as much for him to stay in the car as you paid to stay in the room!!!!")
Tempers flared and this was out of control....he was defensive because, again, he was trying to deflect. I diffused that. So, I apologized when he brought his key back and he fully apologized too, I offered to refund half of the pet fee, he thanked me. OMG- this was quite a morning!
Turns out, he wasn't lying about the dog being in the bathroom...hskp came running, they showered the doggie in the shower and there were wet and doggie towels all over the bath....So- we had to "de-pet' the room, this is why we charge such a high fee....ooof.
Since I didn't post on Valentine's Day, you don't know that a repeat guest brought me a "Be my valentine" plastic wall decoration (this was the man who brought me the Christmas stocking) He said he would be sure to be back by Easter and probably bring me a bunny...uh-oh.....Well, tonight he came back, (He's super nice) Hunny laughed when he saw him pull up... He spent 50 minutes telling me a (really quite interesting) story...checked into his room....came back to the office and brought me a stuffed pelican with a fish sticking out of its bill....eh? um, hm. Well it was very sweet. I asked him where he found such a thing, he responded: "In my van." um, well, I just said thank you...
It's raining, we expect Richard for a few days...He's still sober, its heartwarming...
I have learned a lot about recycling from one of our guests. The boys with the soda everywhere, after the charge and the tough talk, well they have become some of our best repeat guests...
Its fun, its actually really fantastic to see the changes and its a sociology thesis waiting to be written...but I guess we will settle for a blog (or my book;)....
Thanks for listenin' its raining and 9:30 on a Saturday night, we are probably done for the night as far as check-ins...
PS- we had a great night out, on the 13th, newbie thought she couldn't work but she's such a trooper and she did. Having a few friends up next weekend and looking forward to it!
Soon with more my friends!
Sunday, February 7, 2010
Motel Mommie??
Well, as previously stated...there is A LOT to this running a motel in the beach area! The "kids" last night were, mostly, good. At least half of them responded IMMEDIATELY when I called their room at 2:15AM...the 3:15AM wake up was a guest on my front porch, cursing on his phone, in Polish or something of the like...his roommate had passed out drunk and wasn't answering the phone.....grrrrr., I let him in, begrudgingly... sleep was not my friend for the rest of the evening....double grrr!
Last week, some of our 'homeless friends' showed up, I have set aside a few rooms that don't yet have the upgraded bedding and I am pretty strict with everyone on the smoking, noise, etc....you may recall the story about Nancy making oatmeal at 4am in the gazebo a month or so ago...well...she's baaack. She is actually very nice, it is so alarming to see/wonder how these people get taken advantage of....she paid for 5 nights (rain on the horizon)....early morning, shouting awoke us all....Nancy checked out that morning and got a refund....not going to invite her back...
Richard has been sober for 38 days now, and its really spectacular to see the changes...he stopped in for one night...
So, this evening, adorable young couple stopped in to check rates for a few nights. He is scheduled on base, nearby. I gave a great rate, she got nervous and mentioned that she was afraid to stay alone...he will be working tonight, but here the next few. What a sweet girl. I let her know that I lived on property, with hunny and it was a pretty cool place. She was still trepidatious...(sp?)...I suggested they stop by the TravelLodge since its a hallway- hotel type of place, they left for about 5 minutes, then returned. She mentioned again that she was scared, I asked her what she was afraid of...she said, "Um, I don't know really, I have just seen movies..." eek, that scares me! Why DO people watch scary movies?? stop already...
Oh,,,and then, I broke one of my rules, should have known better. NO , we dont rent by the hour...well not for "THAT"., However, yesterday when hunny got up, there was a woman sitting on our front porch, about an hour later (it was quite cold and rainy), he woke me up and said the lady was asking when the office would open. Then my housekeeper showed up, they chatted in Spanish, Hskp told me the woman said she had been sleeping on my porch all night...what?...We have HUGE letters on our office door that say OFFICE...maybe we need to put "NOT THE OFFICE" on our front door...just a thought (sort of like that "Not the mama" from that dinosaur sitcom...please, I hope someone remembers that show...that was the funniest part- when he looked at his dad, rather than mommie and daddy, it was "Mama" and "Not the Mama" hehehe, anywho...the gal tells me that she was dropped off hours before and her ride had still not arrived, and she literally just needed to sleep for a few hours...It was 9AM, I told her that she could stay till noon so the housekeeper could clean the room and we could rent it in the evening, I charged her a super low price, she was grateful and said, "Noon." At that point I noticed a wrist band...hoped she had been at a concert the night before...hindsight says, nope, hospital ID. We finally got her to leave at 11:30 today and she came back several times to talk to the housekeeper...she was convinced that the closet door in her room led directly to the OFFICE., poor soul...
SO, not much humor in the last few days but a lot of need to "take care" of our guests...The good news, my winter price drop...its keeping us pretty busy:)....ready for spring and a full house!
Last week, some of our 'homeless friends' showed up, I have set aside a few rooms that don't yet have the upgraded bedding and I am pretty strict with everyone on the smoking, noise, etc....you may recall the story about Nancy making oatmeal at 4am in the gazebo a month or so ago...well...she's baaack. She is actually very nice, it is so alarming to see/wonder how these people get taken advantage of....she paid for 5 nights (rain on the horizon)....early morning, shouting awoke us all....Nancy checked out that morning and got a refund....not going to invite her back...
Richard has been sober for 38 days now, and its really spectacular to see the changes...he stopped in for one night...
So, this evening, adorable young couple stopped in to check rates for a few nights. He is scheduled on base, nearby. I gave a great rate, she got nervous and mentioned that she was afraid to stay alone...he will be working tonight, but here the next few. What a sweet girl. I let her know that I lived on property, with hunny and it was a pretty cool place. She was still trepidatious...(sp?)...I suggested they stop by the TravelLodge since its a hallway- hotel type of place, they left for about 5 minutes, then returned. She mentioned again that she was scared, I asked her what she was afraid of...she said, "Um, I don't know really, I have just seen movies..." eek, that scares me! Why DO people watch scary movies?? stop already...
Oh,,,and then, I broke one of my rules, should have known better. NO , we dont rent by the hour...well not for "THAT"., However, yesterday when hunny got up, there was a woman sitting on our front porch, about an hour later (it was quite cold and rainy), he woke me up and said the lady was asking when the office would open. Then my housekeeper showed up, they chatted in Spanish, Hskp told me the woman said she had been sleeping on my porch all night...what?...We have HUGE letters on our office door that say OFFICE...maybe we need to put "NOT THE OFFICE" on our front door...just a thought (sort of like that "Not the mama" from that dinosaur sitcom...please, I hope someone remembers that show...that was the funniest part- when he looked at his dad, rather than mommie and daddy, it was "Mama" and "Not the Mama" hehehe, anywho...the gal tells me that she was dropped off hours before and her ride had still not arrived, and she literally just needed to sleep for a few hours...It was 9AM, I told her that she could stay till noon so the housekeeper could clean the room and we could rent it in the evening, I charged her a super low price, she was grateful and said, "Noon." At that point I noticed a wrist band...hoped she had been at a concert the night before...hindsight says, nope, hospital ID. We finally got her to leave at 11:30 today and she came back several times to talk to the housekeeper...she was convinced that the closet door in her room led directly to the OFFICE., poor soul...
SO, not much humor in the last few days but a lot of need to "take care" of our guests...The good news, my winter price drop...its keeping us pretty busy:)....ready for spring and a full house!
Sunday, January 24, 2010
Random Acts of Kindness...
Wow, looks like its been 20+ days since my last post, 21 days to make or break a habit..uh-oh! Never fear, I'm back.
This has been a tumultuous month, to say the least. December was painfully slow which led to financial and labor cuts here, which led to stress and anxiety! Then, rain, rain and more rain- which I decided to use to my advantage, people check in and they don't want to check out- so give them an amazing rate and well, they stay a few extra days! (and hey, there are a few rooms that I can now promote as "having a water feature...")
So...with the flexibility to do whatever it takes, I took an extreme approach to pricing. After all, good guests paying less, better than no guests at all, right? And it keeps the housekeeper busy enough that I don't have to worry about her runnning out to get another job:). That said, I, unfortunately, had to cut Newbie down to just being on call, what is most unfortunate about that is that I don't get a day off right now, but it will all work out in the end...right? I mean, YES, it will!
I have been working on creating relationships with a few nearby businesses and that is starting to pan out too. The inspiration for this post was a walk in last night. It was Saturday night around 9, we hadn't had any walk ins for the day, which is pretty painful on a weekend night, fortunately we have 4 rooms booked with people in town for the week. Anyhow, I greet the man at the desk, he inquires about room rates, I tell him I am giving the place away through February so tonight, $55+tax. He says ok, then pauses and asks if I can go any lower, I pause and say $50+tax...(these really are AMAZING rates! This is actually the friends and family price, but hey, we are all family in the grandest scheme of things....right?!) So we chat a bit and he tells me he is having a beer over at the nearby sports bar with his girlfriend. I ask if thats how he heard about us and he says yes, he was chatting with the bartender who suggested he come down and check us out. (this made me happy!) So, he says that he just really wants to have a relaxing night with his girl and they don't want to worry about drinking and driving (big thumbs up here!)- he says they have a babysitter for the first time since he can't remember when and he just left the bar under the ruse of getting gas in the car and popped in to see what we had to offer. This was all very cute, I told him I thought it was fantastic and his girl was going to be thrilled, you gotta cultivate that spark to keep the love alive, afterall. So, then I tell him I am going to upgrade him to one of our swanky and fun designer rooms, I show him the picture, get him all checked in (put the fear of God...or Suze Ormond in him if he has any inclination of smoking in the room- this smoking thing will be a whole 'nother post!) any who, he thanks me sincerely, and I tell him to have a really wonderful time, late check out is in place, and I encourage him to check out the room before he heads back to the tavern. We chat for a minute or so more, he refers to his girlfriend and says she should be his wife by now because they have been together for 9 years, I, jokingly, tell him he oughta make an honest woman out of her and OF COURSE mention that I just got engaged:) (Hey, come on now, this is the majority of my social interaction at this point in the motel game, I gotta tell anyone who will listen..hehehe) Then he stops, chuckles, gets serious, and says, "Ya Know, I just love her so much and its so good I don't want to risk messing it up, I was married before (and apparently traumatized) and I just wouldn't want us to end up like that..." I tell him that sounds perfectly logical, for the time being. And tell him to make the most of having a babysitter for the night;) I keep an eye on him on the surveillance to catch his reaction to his room, he stood in the doorway for a good minute and a half...I was hoping this was a good thing....
I saunter back to the living room to listen to hunny snore while I try to find something to watch (TV Guide channel has disappeared so its torturous) back to ghost hunters or something of the sort...interesting and spooky all at the same time!- I digress...
I glance over at the surveillance and see him walking toward the office, I dart back in (I don't really WANT people to have to ring that little bell, so I try to get in there before they get a chance.) I greet him and ask if he likes the room, this is where it gets sweet. He takes my card and asks if this is me, I confirm. He says that the room is so awesome, and he is so touched that I truly care about them having a night out and says that he is actually fighting back a tear because he is so emotionally touched and grateful. So, then I have to refrain from getting watery eyed and tell him that its my pleasure to be able to do something nice for someone nice. He says that I have no idea how hard things have been lately and this whole evening is giving him hope, the BT at the bar also hooked him up with free cover charge for the evening. He then gives me two movie tickets and reminds me that my fiancee and I might need a date night. We say goodnight and he heads back to enjoy the night with his gal at the tavern.
I gotta tell you, this interaction, it really made my week. I've actually had a few really fulfilling moments in this business in the past few weeks. I got a call from the guy who was our first guest, he was here through mid-December, he left a message a few days after New Years just saying thank you again and that he wanted to wish us a happy new year. That same day, I get a call from a guy who is new to the area and has stayed here a few times, he is just calling to thank us for our hospitality and to say how much he loves the place and he will be back soon. Then, remember the guy who got locked in his room? the homeless fella who I gave the bicycle to... well he hadn't been in since NYE, he had crossed my mind a few times during the month, and I hoped he was doing okay, he just had his 71st birthday in December...well he showed up on the 18th, (stayed for a week) with his bike, actually 2 bikes now, not sure about that...anyhow, he was much different...he stopped drinking on the first of the year! He looked great, is one heck of a funny guy, and checked in because we were soon to get rain (he likes to be sure there is more room at the shelter for those who need it when it rains!) He had a great stay, learned how to make cup o noodle soup in the microwave, Newbie taught him this! And he just kicked back and watched the History Channel all week. He stopped by the office a few times just to tell me how he really appreciated how nice we are and how he has been telling all of his friends about us...yes, this is true because a few of them have stopped in...oof...anyhow, in my own little way, I seem to be bringing a little sunshine to the people who walk in the door. That rocks. I mean, that's what it's all about right? If your random act of kindness inspires another to do the same, even better.
Enjoy the day my friends...
This has been a tumultuous month, to say the least. December was painfully slow which led to financial and labor cuts here, which led to stress and anxiety! Then, rain, rain and more rain- which I decided to use to my advantage, people check in and they don't want to check out- so give them an amazing rate and well, they stay a few extra days! (and hey, there are a few rooms that I can now promote as "having a water feature...")
So...with the flexibility to do whatever it takes, I took an extreme approach to pricing. After all, good guests paying less, better than no guests at all, right? And it keeps the housekeeper busy enough that I don't have to worry about her runnning out to get another job:). That said, I, unfortunately, had to cut Newbie down to just being on call, what is most unfortunate about that is that I don't get a day off right now, but it will all work out in the end...right? I mean, YES, it will!
I have been working on creating relationships with a few nearby businesses and that is starting to pan out too. The inspiration for this post was a walk in last night. It was Saturday night around 9, we hadn't had any walk ins for the day, which is pretty painful on a weekend night, fortunately we have 4 rooms booked with people in town for the week. Anyhow, I greet the man at the desk, he inquires about room rates, I tell him I am giving the place away through February so tonight, $55+tax. He says ok, then pauses and asks if I can go any lower, I pause and say $50+tax...(these really are AMAZING rates! This is actually the friends and family price, but hey, we are all family in the grandest scheme of things....right?!) So we chat a bit and he tells me he is having a beer over at the nearby sports bar with his girlfriend. I ask if thats how he heard about us and he says yes, he was chatting with the bartender who suggested he come down and check us out. (this made me happy!) So, he says that he just really wants to have a relaxing night with his girl and they don't want to worry about drinking and driving (big thumbs up here!)- he says they have a babysitter for the first time since he can't remember when and he just left the bar under the ruse of getting gas in the car and popped in to see what we had to offer. This was all very cute, I told him I thought it was fantastic and his girl was going to be thrilled, you gotta cultivate that spark to keep the love alive, afterall. So, then I tell him I am going to upgrade him to one of our swanky and fun designer rooms, I show him the picture, get him all checked in (put the fear of God...or Suze Ormond in him if he has any inclination of smoking in the room- this smoking thing will be a whole 'nother post!) any who, he thanks me sincerely, and I tell him to have a really wonderful time, late check out is in place, and I encourage him to check out the room before he heads back to the tavern. We chat for a minute or so more, he refers to his girlfriend and says she should be his wife by now because they have been together for 9 years, I, jokingly, tell him he oughta make an honest woman out of her and OF COURSE mention that I just got engaged:) (Hey, come on now, this is the majority of my social interaction at this point in the motel game, I gotta tell anyone who will listen..hehehe) Then he stops, chuckles, gets serious, and says, "Ya Know, I just love her so much and its so good I don't want to risk messing it up, I was married before (and apparently traumatized) and I just wouldn't want us to end up like that..." I tell him that sounds perfectly logical, for the time being. And tell him to make the most of having a babysitter for the night;) I keep an eye on him on the surveillance to catch his reaction to his room, he stood in the doorway for a good minute and a half...I was hoping this was a good thing....
I saunter back to the living room to listen to hunny snore while I try to find something to watch (TV Guide channel has disappeared so its torturous) back to ghost hunters or something of the sort...interesting and spooky all at the same time!- I digress...
I glance over at the surveillance and see him walking toward the office, I dart back in (I don't really WANT people to have to ring that little bell, so I try to get in there before they get a chance.) I greet him and ask if he likes the room, this is where it gets sweet. He takes my card and asks if this is me, I confirm. He says that the room is so awesome, and he is so touched that I truly care about them having a night out and says that he is actually fighting back a tear because he is so emotionally touched and grateful. So, then I have to refrain from getting watery eyed and tell him that its my pleasure to be able to do something nice for someone nice. He says that I have no idea how hard things have been lately and this whole evening is giving him hope, the BT at the bar also hooked him up with free cover charge for the evening. He then gives me two movie tickets and reminds me that my fiancee and I might need a date night. We say goodnight and he heads back to enjoy the night with his gal at the tavern.
I gotta tell you, this interaction, it really made my week. I've actually had a few really fulfilling moments in this business in the past few weeks. I got a call from the guy who was our first guest, he was here through mid-December, he left a message a few days after New Years just saying thank you again and that he wanted to wish us a happy new year. That same day, I get a call from a guy who is new to the area and has stayed here a few times, he is just calling to thank us for our hospitality and to say how much he loves the place and he will be back soon. Then, remember the guy who got locked in his room? the homeless fella who I gave the bicycle to... well he hadn't been in since NYE, he had crossed my mind a few times during the month, and I hoped he was doing okay, he just had his 71st birthday in December...well he showed up on the 18th, (stayed for a week) with his bike, actually 2 bikes now, not sure about that...anyhow, he was much different...he stopped drinking on the first of the year! He looked great, is one heck of a funny guy, and checked in because we were soon to get rain (he likes to be sure there is more room at the shelter for those who need it when it rains!) He had a great stay, learned how to make cup o noodle soup in the microwave, Newbie taught him this! And he just kicked back and watched the History Channel all week. He stopped by the office a few times just to tell me how he really appreciated how nice we are and how he has been telling all of his friends about us...yes, this is true because a few of them have stopped in...oof...anyhow, in my own little way, I seem to be bringing a little sunshine to the people who walk in the door. That rocks. I mean, that's what it's all about right? If your random act of kindness inspires another to do the same, even better.
Enjoy the day my friends...
Saturday, January 2, 2010
For "Crazy" Press "One"....
Actually, it was the other way around, answer with friendly greeting, response from raving lunatic, jealous wife...WOW...that's all I can say... I will get back to this!
So, I haven't blogged in a bit as it was pretty slow and uneventful for the last few weeks of December, we still have to be here in case someone drops in, so we had a wonderful and quiet Christmas here at home, and scheduled a desert Christmas with hunny's family and had my family up the next day. It was really fantastic...and right in between the two...a proposal...Yep...life is getting better and better, we are engaged!!!! I am so happy, excited and grateful that the path of destiny could not be thwarted:)...Nuff about me...I should do an alternate blog to chronicle us:).
So-I may have said it in a previous post...but Reality TV has NOTHING on Reality when running a motel...nothin'!
New Years Eve I kept the office open till Midnight with hopes of stragglers, we actually had seven rooms booked which was great considering at 2pm, there was only one person here! Some great friends have become our most frequent guests (room rates are so fantastic that even locals want to spend the night in town!) We planned accordingly and grilled up steaks and a broccoli au gratin, they introduced us to the yummiest little appetizer (which many guests enjoyed too!) grilled summer sausage, grilled ahaheim peppers and a slice of (Christmas Tree shaped) cheddar...YUM! We had some beers and a Red Bull and hoped we could make it till midnight (I had to...but they could have retired early- troopers- we all made it!) In the midst, our other guests came and went to OC Tavern and Molly Blooms and had a great time, we shared snacks with them. A passerby asked if he could join us for a beer, he sat in, had a beer with him. Turns out he had stopped by a few weeks earlier for prices and our rates were higher than he was hoping, he had been in a less than savory place down the street and was planning on moving to Oceanside the next day (works on contract at San Onofre Nuclear Plant). This is the slow season so I offered to match the price of the Oside place. He came back New Years Day and checked in for the week.
We made it to midnight, toasted, and went to bed! The night was chilly enough outside that I was most comfy in my big coat, haven't been able to wear it since Aspen last December! A mellow evening with good food and good friends and pretty decent occupancy. A nice close to a rocky year.
GOOD EVENING....SUNSHINE....
So, here's where nutter butter comes in. I pick up the office phone around 6:30 or 7pm on NY Day. I give my cheerful greeting when answering...and get the response "Who is this?" I repeat the biz name and get a gruff, WHO is this? I state my name and hear it back in my perky inflection...then I am asked my age, I pause and ask the woman her age, she mocks me and repeats the question, I tell her that is irrelevant and ask how I can help (keep in mind for the first minute + of this conversation, I wasn't certain this was a real caller, thoguht it was a friend playing a joke..) then, the woman flips out and says I spent NYE with her husband and I'm a tramp and she doesn't know what type of business I am running but she is sending the police. I invite her to send the police and tell her, "I am running a nice, cute, clean, respectable little Inn." This infuriates her, she tells me her husband is staying here and she knows I lured him in with beer and she is angry because he told her I was old and clearly I am not...I replied, that I personally didnt think I was OLD and it would be offensive, but maybe he did think I was old...she was even angrier...as you can imagine. She then called me, well if you think tramp with a W or S...those were tossed around. I was still speaking in my phone voice, and asked how I could be of assistance. She went on about my luring her husband in and I informed her that my fiancee (how exciting:), and two guests/ friends were sitting at an outdoor table and that was it. She hung up, called back, ranted, mocked my name and speaking tone, screamed that I could have him, that he was a loser and good luck etc., she then asked that I deliver the message that she would be shutting his phone off and his credit cards. I asked her to repeat that as I hadn't fully understood her (she was in high pitched, howler monkey tone) she screamed back "EXCUSE ME?" she repeated herself and I asked if she would like to be transferred as this wasn't a message that I would be delivering. I visualize that her head must have spun around at this moment...(Keep in mind...I am beyond shocked and feeling caught off guard and assaulted...yet at work so I am holding my tongue as I get called every explative in the book)....I tell her happy new year and hang up. She (in good stalker fashion) calls right back, I think this was actually the 5th call, she opens by asking if I have a record and says she is having me checked out, I let her know, that no, I do not have a record (don't we all listen to Ipods and CD's this day in age...? hehehe...Police record), she goes into what a loser and big drinker her husband is and how she hates him (shouldn't she be thrilled that he is out of town working? and I am thinking, well,,,,you sound like a bit of a shrieking drinker yourself....of course I did NOT say this, being professional and all...)Anyhow, I tell her that I am not interested, nor is anything about her husband, or her, any of my business, he is a paying guest like all others and as long as he follows the rules, and pays his fees, he is a guest....She starts in again on how she is calling the police, and was having our establishment checked out, I invited her, once again to do so and request that she stop harrassing me and calling. I tell her good night and hang up...Interestingly enough...she abided by my request...After calling me every tawdry name in the book...oof.
WOW...I was shaken up for about an hour...that was all just not fun....and to think...we have been having issues with the phones and calls have not been coming in....YET, I get this one...my oh my....
Happy Healthy New Year to you all!
Light evening tonight, but waiting for our fave (punk) rock star to check in;)
Please don't hold any typos against me, not proof reading this and typed quickly because I got the adrenaline rush from the crazy lady story!
So, I haven't blogged in a bit as it was pretty slow and uneventful for the last few weeks of December, we still have to be here in case someone drops in, so we had a wonderful and quiet Christmas here at home, and scheduled a desert Christmas with hunny's family and had my family up the next day. It was really fantastic...and right in between the two...a proposal...Yep...life is getting better and better, we are engaged!!!! I am so happy, excited and grateful that the path of destiny could not be thwarted:)...Nuff about me...I should do an alternate blog to chronicle us:).
So-I may have said it in a previous post...but Reality TV has NOTHING on Reality when running a motel...nothin'!
New Years Eve I kept the office open till Midnight with hopes of stragglers, we actually had seven rooms booked which was great considering at 2pm, there was only one person here! Some great friends have become our most frequent guests (room rates are so fantastic that even locals want to spend the night in town!) We planned accordingly and grilled up steaks and a broccoli au gratin, they introduced us to the yummiest little appetizer (which many guests enjoyed too!) grilled summer sausage, grilled ahaheim peppers and a slice of (Christmas Tree shaped) cheddar...YUM! We had some beers and a Red Bull and hoped we could make it till midnight (I had to...but they could have retired early- troopers- we all made it!) In the midst, our other guests came and went to OC Tavern and Molly Blooms and had a great time, we shared snacks with them. A passerby asked if he could join us for a beer, he sat in, had a beer with him. Turns out he had stopped by a few weeks earlier for prices and our rates were higher than he was hoping, he had been in a less than savory place down the street and was planning on moving to Oceanside the next day (works on contract at San Onofre Nuclear Plant). This is the slow season so I offered to match the price of the Oside place. He came back New Years Day and checked in for the week.
We made it to midnight, toasted, and went to bed! The night was chilly enough outside that I was most comfy in my big coat, haven't been able to wear it since Aspen last December! A mellow evening with good food and good friends and pretty decent occupancy. A nice close to a rocky year.
GOOD EVENING....SUNSHINE....
So, here's where nutter butter comes in. I pick up the office phone around 6:30 or 7pm on NY Day. I give my cheerful greeting when answering...and get the response "Who is this?" I repeat the biz name and get a gruff, WHO is this? I state my name and hear it back in my perky inflection...then I am asked my age, I pause and ask the woman her age, she mocks me and repeats the question, I tell her that is irrelevant and ask how I can help (keep in mind for the first minute + of this conversation, I wasn't certain this was a real caller, thoguht it was a friend playing a joke..) then, the woman flips out and says I spent NYE with her husband and I'm a tramp and she doesn't know what type of business I am running but she is sending the police. I invite her to send the police and tell her, "I am running a nice, cute, clean, respectable little Inn." This infuriates her, she tells me her husband is staying here and she knows I lured him in with beer and she is angry because he told her I was old and clearly I am not...I replied, that I personally didnt think I was OLD and it would be offensive, but maybe he did think I was old...she was even angrier...as you can imagine. She then called me, well if you think tramp with a W or S...those were tossed around. I was still speaking in my phone voice, and asked how I could be of assistance. She went on about my luring her husband in and I informed her that my fiancee (how exciting:), and two guests/ friends were sitting at an outdoor table and that was it. She hung up, called back, ranted, mocked my name and speaking tone, screamed that I could have him, that he was a loser and good luck etc., she then asked that I deliver the message that she would be shutting his phone off and his credit cards. I asked her to repeat that as I hadn't fully understood her (she was in high pitched, howler monkey tone) she screamed back "EXCUSE ME?" she repeated herself and I asked if she would like to be transferred as this wasn't a message that I would be delivering. I visualize that her head must have spun around at this moment...(Keep in mind...I am beyond shocked and feeling caught off guard and assaulted...yet at work so I am holding my tongue as I get called every explative in the book)....I tell her happy new year and hang up. She (in good stalker fashion) calls right back, I think this was actually the 5th call, she opens by asking if I have a record and says she is having me checked out, I let her know, that no, I do not have a record (don't we all listen to Ipods and CD's this day in age...? hehehe...Police record), she goes into what a loser and big drinker her husband is and how she hates him (shouldn't she be thrilled that he is out of town working? and I am thinking, well,,,,you sound like a bit of a shrieking drinker yourself....of course I did NOT say this, being professional and all...)Anyhow, I tell her that I am not interested, nor is anything about her husband, or her, any of my business, he is a paying guest like all others and as long as he follows the rules, and pays his fees, he is a guest....She starts in again on how she is calling the police, and was having our establishment checked out, I invited her, once again to do so and request that she stop harrassing me and calling. I tell her good night and hang up...Interestingly enough...she abided by my request...After calling me every tawdry name in the book...oof.
WOW...I was shaken up for about an hour...that was all just not fun....and to think...we have been having issues with the phones and calls have not been coming in....YET, I get this one...my oh my....
Happy Healthy New Year to you all!
Light evening tonight, but waiting for our fave (punk) rock star to check in;)
Please don't hold any typos against me, not proof reading this and typed quickly because I got the adrenaline rush from the crazy lady story!
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