Category: Bad Behavior

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Managers Don’t Provide A Shoulder To Cry On

| USA | Bad Behavior, Bosses & Owners

(We are participating in a very large statewide event, and are expecting roughly 10,000 visitors and all of us are dreading it. The manager for the station I am working at decides to give us a pep talk.)

Manager: “Remember, we are going to be packed today, so we need to keep things moving. We won’t tolerate any whining or crying today.”

Me: “Does that apply to employees too, or just visitors?”

Manager: “If you start whining or crying, all of us are leaving and you’ll have to manage the station yourself.”

Me: “Noted.”

(We all survived the day.)

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Unsocial Media

| Dallas, TX, USA | Bad Behavior, Bigotry, Bosses & Owners, Technology

Me: “Okay, we’ve got the new Twitter, Facebook, and LinkedIn profiles matching to create uniformity across all platforms. We just need to generate conversational content.”

Boss: “Well, take everything down and stop following people. We are industry leaders and you need to contact the companies we are following and tell them to follow us. Then stop following them. Also, I’m the only one that generates content for this company. Social media is gay. Twitter is just for stay at home moms.”

Me: “…”

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Refuses To Put The Issue To Bed

| NC, USA | Bad Behavior, Coworkers, Ignoring & Inattentive, Lazy/Unhelpful

(The hotel I work at has 78 rooms total and when we have big events or large groups coming all in the same night we’ll schedule two front desk clerks. When we know we will have a large amount of rooms sold to the same group of people like this, we usually hold four rooms under our manager’s name for emergency situations. Tonight I check-in a guest. I always ask if the number of nights and room type are correct, but not every guest pays attention to this. This is the case with one of our guests and shortly after checking-in my coworker answers a call from their room while I’m checking another guest in.)

Coworker: “It says right here that you are suppose to have a single king bed, not a room with two queens and I have no other rooms available tonight because we are sold out.”

(Guest speaks a bit on the other end which I can’t hear.)

Coworker: “As I said, I am sold out of rooms tonight; I have nowhere else to change your rooms.”

(Guest speaks again.)

Coworker: “Yes, I know, but I don’t have a room with two queen beds I can put you into because we are sold out.”

(I’m finished with my guest and try to point to my manager’s name in the arrival list which she ignores.)

Coworker: “There really is nothing else I can do. We are sold out tonight.”

(I try to get her attention again and point to my manager’s name so I don’t interrupt the phone call. My coworker nods that she sees it, but yet again she tells the guest she can’t do anything for her, then hangs up on the guest without notice, which is frowned upon.)

Me: “[Coworker], you know that the rooms held under [Manager] are for situations like that so we can keep the guests happy, and fix any issues like this that might come up. Why didn’t you change the room types for her? We have two queens available under [Manager] right here.”

Coworker: “She told me she had the room type changed. It’s not our fault she changed it, so we shouldn’t have to do anything.”

(Again this is not something that would be acceptable at our location or company, something she should know by now since she’s worked here twice as long as I have.)

Me: “Which guest was it?”

Coworker: “Don’t worry about it; let her deal with what she’s got herself into.”

(I am worried, because I know that the guest could post a bad review which would cause management to look into the issue, the chances of my name being listed are high since I work at a faster pace, and I don’t want to get in trouble for it. She refuses to tell me any information on who it was and I sigh internally. Moments later the guest comes down.)

Guest: “I called a while ago about changing my room type; there is only one bed in there and I asked for two queen beds before we drove into town. There is no way my husband, two coworkers, and I could possibly all sleep in one bed!”

Me: “I’m very sorry about that, ma’am. What room number are you in?”

Guest: “[Room Number]. Is there anything you can do for me? I know your coworker said that you are sold out, but I’ve worked in a hotel myself and sometimes you guys will hold rooms for things like this. Do you guys do something like that here?”

(I go to look into the issue under the information given to me and go to try and comfort the guest and reassure her that I will look into the matter and make sure I have the room type she needs for all four nights she is staying here when my coworker comes over and interrupts me.)

Coworker: “It shows when you made the reservation 20 days ago that you had it as a room with two queens and later changed it to a single king. We don’t have the rooms available to change it for you. It’s your fault, not ours, that you decided to change it.”

(I’m shocked, I’ve never heard her BLAME a guest before. She’s never been good at rewording things to at least sound polite but never BLAME the guest. I look and I do see that it went from two queens to a single king, but it could have easily been a misunderstanding when things were made or adjusted. The guest understandably has a look of shock on her face when she hears my coworker’s words.)

Me: “I’m sorry, ma’am, but I will look into the issue for you and see what I can do. I know I have a room with two queens available for you tonight, but I have to make sure I have all nights available for you.”

Guest: “That’s okay, I understand. Thank you for looking into making this change for me. We certainly can’t sleep four adults in one bed and I need to make other plans if we can’t make these changes.”

Coworker: “We don’t have the rooms to change you around. It’s not our fault you changed it to a king.”

Guest: “But I didn’t change it to a king. I changed it to two queens.”

Me: “I’m sorry, ma’am, about all of the confusion. I will get this sorted out for you.”

Coworker: “It’s not our fault you changed it to a single king. We are sold out. You’ll just have to deal with the room you have.”

(This circle of me apologizing and my coworker continuously digging herself into a hole for no reason kept happening for a couple of minutes before the guest decided to ignore my coworker and thanked me again for helping, but still looking worried over my coworker’s words and behavior. I was able to change her to the room she needed without any issues, making sure I apologized for the inconvenience several times. The guest was very understanding and assured me she was just happy I didn’t listen to my coworker and managed to make the adjustment for her, all the while my coworker kept insisting we were not at fault.)