Ah, so I know you are wondering where I have been...well, the Motel turned into a pretty easy sailing ship and there wasn't much to report on! We were fortunate enough to book 12 of 16 rooms to local contract workers in the fall and boy was life good, and easy! Then, they went home...I scrambled for ways to bring in business...Social Media...YES...uh-oh, no? Well I did realize that people who find us through an internet resource will be VERY apt to Yelp or review us on Trip Advisor...Yes, that was true, so I basically had a check in one hand and was jumping around from the pain of my foot that I just shot!
I have been stressed, but trying so hard to accommodate everyone... the first week was incredibly stressful, the next few weekends went pretty well or so I thought...then a few reviews from folks who said everything was "Great" then yelped before they got out of the parking lot...good news, people like me...and I found some stuff out I didn't know before, so we have purchased a few new beds as well as a memory foam topper and new artwork, every room is now different and cute, and there are no broken box springs! (As far as I know)...
This weekend: there was a big hoop-la late last night, oddly, very oddly, I slept right through it, to awake to several VERY unhappy (and rightfully so) guests...ah crap...I apologized, comped future rooms and invited the instigators to leave, they declined, so I had to then tell them, "You gots to go".
One room of obnoxious guests, breaking the motel due to unhappy guests ready to leave...ugh...oddly enough, this morning I said to hunny, "I need a day off..." Little did I know what would transpire once the office door was unlocked...Boy, that fan in the bedroom must REALLY drown out noise, I need to advise all guests to turn theirs on!
As the day went on and I apologized and entertained guests, whatever it took to get them to smile and laugh point, I realized...I need a vacation more than just a day off!
Tonight, Saturday, it is so nice and peaceful around here, a very different beast from yesterday! This is one of the reasons I don't leave the firepit out all year...people get nuts around that lil pit, oof...
Next issue: MOPPED...the reality of finding a hotel housekeeper....may the best cleaner win...
Saturday, May 14, 2011
Saturday, October 30, 2010
And then there was one...now two...now one...sigh...
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.
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.
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!
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