Hello, Good-Bye, Tigers, and Death

Back in June when I was offered a position with a small hotel in Las Vegas, I never imagined I would be where I am today. In a matter of four months my life has completely turned itself around. I have found myself in the best situation I have been in, in a number of years. I have moved into my own place, my car is almost paid off, I have a new dog, Frankie, who I love more than I could possibly describe, and now I have left my position at the small hotel for the best opportunity anyone could hope for. I accepted, and have just begun training for the position of Front Desk Supervisor at a world famous hotel and casino on the Las Vegas Strip. Unfortunately, I will not be able to divulge the name of the hotel of course, however Tigers love the bathrooms in our suites and the closets are so large you might just leave your baby in one (HINT HINT!!!!!!!).

As excited as I am to begin this new journey of mine, I leave my previous employer completely traumatized, and with a heavy heart. As I am sure some of you who are Facebook friends with me read of my discovery on my final day of employment. And still, days later it is difficult for me to still comprehend that we found a dead body in one of our rooms. Though no foul play was suspected, and it appears as though John had passed in his sleep, it is still tough to stomach. No words can describe the feeling I had that day, especially since his sister had called about a week and a half prior to the discovery frantically searching for her brother since they had not been able to locate or contact him. Yes, I just said a week and a half earlier (it had been about two weeks since John had last been seen when his body was discovered).

As heavy as my last day with Meg and the gang was, there were a lot of good times and good people there. I'm going to miss the fun we had making fun of the stupid and idiotic things people did there. But mostly I'm greatful for the indroduction to Vegas. I don't think anywhere else in the first week I could have seen FOUR transgender women in one room, and one of them out at the pool complete with a women's bathing suit. In that same week there were also pimps and hos galore (but then again that was every day, it is Vegas after all), some sort of drug connection shut down, and a five month pregnant woman who walked and acted as though she was about ready to give birth at any moment. Some of the things we found in rooms could only make you laugh or shake your head in disgust. Like housekeepers finding used neon pink "adult toys," ice cubes shaped like a man's privates, feminine cleansing products, needles (and I don't mean for shooting insulin), hooker shoes, plasma tvs, underwear (actually pretty common unfortunately), bullets, male enhancement items, the list goes on and on folks.

So I wave good bye to the pimps and hos, I say farewell to the druggies, and leave the drunk guy passed out in the hallway floor by room 322 as I move on to bigger and better things. Now I get to deal with a higher class of hookers and pimps! Oh yay! I get to hear about how the sheet on the bed was wrinkled so they want a free stay. Lint on the carpet deserves a complementary dinner at the steakhouse (for their family of 12). How they thought they booked "The Hangover Suite" but only got one bed. They lost all of their money at the casino and can't pay for their room. Oh the joys of working a large scale hotel with the drunks and the party animals. As entertaining as my four months with my last hotel was, this is bound to have an entertainment value that far outweighs any other. Las Vegas is definitely a city like no other, and though I do love and miss my California VERY MUCH, Vegas is really growing on me and I think this move was the most difficult, but best thing I ever could have done for myself.

If any of you are ever in Vegas, let me know! I'm not saying you will get a free room or that I can "hook you up" but it would be awesome to see some familiar faces again from back home.

What would you do?

If you walked into the public bathroom at your work, and ran across this, what would you do? I mean really cause I'm confused. Call the cops? Throw it away? Hang on to it?

The things people forget

Now I don't know about everyone else, but before I leave I make sure I have all my things. Especially things like underwear. Though this is very common, its still nasty and funny at the same time. Lets just hope these weren't dude's only pair.

She MUST have been a blonde

Phone rings at the front desk, I answer:

"It's a great day at Crestwood Suites, this is Tara. How may I assist you?"

Umm, we are trying to find your hotel, and we can't find it.

Okay, well we are on the corner of South Las Vegas Blvd, and Warm Spring Rd. Where are you at currently?

Umm, we are going to turn onto Las Vegas Blvd. I think we are by Mandalay Bay.

(you think? Mandalay is kind of hard to miss) Okay, well you are going to turn south (not knowing which direction they were facing, could have been right or left), and when you get to Warm Springs Rd, we will be on the Left hand side.

Umm, it doesn't go south, it goes left or right.

. . . . . . . . . . . (long pause) Okay then you are going to turn away from Mandalay Bay, and just go straight until you see Warm Springs Rd.

Okay, thanks.

Absolutely! We will see you shortly. Good bye



Umm, when did north and south, east and west become obsolete? When did everything become left and right, up and down? Did I miss the memo?

I downloaded my blog onto my phone so that I can blog on the spot and show you the things I see everyday at work. Lets hope this picture posts okay.

Now I know this is Vegas and all, but really, you've been drinking all night, and all day at least since 9am when I first saw you in my lobby, I think its time to give it a reast for a bit and sober up. Yes folks you see that right. Thats a paper bag with an alcoholic beverage in it, and its 11:36am.

Conversatoins with guests: Holiday Edition!

Phone rings, I answer:

Thank you for Calling the Eden Roc Inn & Suites. This is Tara, how may I assist you?

What's the name of this place?

(In a louder volume, thinking maybe they just couldn't hear very well) The Eden Roc Inn & Suites.

Oh, okay. It's the right place. Umm, can I talk to Mr. Luis.

Okay, (checks the computer for a guest by that name) I'm sorry I don't have anyone by that name here. Is that his last name?

No it's his name.

Okay, well what is his last name?

I don't know, his name is Luis.

Okay, well without a last name, I can't find who you are looking for.

Well, he works there, the guy at the desk.

I don't have anyone that works here named Luis, not even anything close to Luis.

Oh, well I want to make a reservation but I was to talk to him. He's a mexican guy, with brown hair. he speaks spanish.

Okay well that describes all but 2 guys that work at the desk.

Oh, but I need to talk to him. He's the guy that works at the desk.

Well "Luis" doesn't work here. And I am the only girl that works in the front office, so I don't really know who you are looking for.

Well can you tell me all of the names of the people that work there, maybe I will remember his name.

(Didn't she just say his name was Luis?!) I'm sorry ma'am, I can't give the names of all of our employees to you. You can call back later and see if you get a hold of who you are looking for.

Okay, well can you tell me when he's going to be there?

Ma'am, I don't know who you are looking for so how can I tell you when he will be here?

But I need to talk to him!

Ma'am, I'm sorry, I can help you make the reservation if you would like.

No, I need Luis.

Then I am sorry, I can't help you.

Okay, well I will call back later for him.

Okay, have a great day.



Serisouly, I'm not kidding, this is how my Independence Day has been since 7am. Nothing but interaction like this, both on the phone and in person. Its been a rough rough day, and I still have 2 hours left.

Three strikes!!!

So an elderly gentleman drives up to my hotel, gets out of the car, and comes into the lobby. He was searching for a fellow traveler of his and wasn't sure if this was the correct hotel. He gave me his friend's name, I located him in the computer and offered to call the room for him. Of course, his friend was not in the room. So the gentleman asks if he can leave a message for his friend. I immediately grab a pen and paper for him to write his message, place it in front of him, and attempt to had the pen to him, and say "Here is a pen and paper for you to write your message sir." The man looks at me (or at least I think he was looking at me) and says, "Oh hunny I'm legally blind. I can't write it. Will you write it down for me?" Completely dumbfounded, I take down the information he gives me, he thanks me, and turns toward the door to leave. I mean, turned and FELT for the door, and hopped back in the car, and drove off.

Please go back and re-read that first paragraph and see if you catch on to why I was dumbfounded.

Yes, that's right, he's legally blind, and DROVE HIS CAR HERE AND DROVE AWAY!!!!!

Beware folks, this man has three strikes when it comes to driving

1. he's legally blind

2. he's old (and I mean old, like got to be in his late 70's)

3. he's a tourist from Indiana

Sorry sir, there's a three strikes law in California, please hand over your driver's license and refrain from operating any motorized vehicle except maybe a hoveround/scooter type mode of transportation that is not really considered a lethal weapon.

I mean really! I swear it felt like the scene in the beginning of House Party 3 when the group of blind guys get in the VW Bug, one sits in the seat on the hood of the car, buckles his safety belt, and sits there with his walking stick out hitting crap with it as they drive off! (I know this because sadly I watched House Party 3 yesterday! Don't judge!)

But truthfully, in all honesty, I worry for his safety and the safety of the other thousands of drivers on the road, and pedestrians on the sidewalks in the city of Anaheim tonight! People like this man are how people get run over, or hit with cars, or the wrong pedal gets pushed and people end up pinned between cars or litterally run down at a Farmer's Market. Why doesn't his family care enough to tell him "Grand-dad, its just not safe for you to be driving anymore!"

Remind me not to go to Indiana anytime soon if they still allow people like this man to drive.

Conversations with the public continued

Sorry, it was a long day and I forgot to post this one with the others.

Guest calls me from their room on the far side of the property, opposite the lobby:

• GUEST: Hi, I'm trying to connect to the internet, and its not working.
• ME: Well, it is not guaranteed to reach to your room. The wi-fi is ONLY guaranteed in public areas, like in the lobby and out by the pool.
• Well I see the Anabella Hotel, and the Best Western Hotel, is that you?
• No ma'am, you are staying at the Eden Roc Inn & Suites.
• Oh, so does that mean that I don't get internet in my room?

I was just dumbfounded. I really was.

Conversations with the public

Typically, as individuals, people are pretty smart. However, it's the few that I replay my conversations with below, that make me think otherwise. These are just a few that actually stand out to me.

• GUEST: What time is check-in?
• ME: Check-in begins at 3:00, and you are welcome to check-in anytime after that.
• Can I get an early check in?
• An early check in is a request. If we have the rooms available, then we would be glad to check you in prior to our 3pm check-in time.
• Oh, so it's not guaranteed?
• No, as I just explained to you, it is a request and is never guaranteed.
• Even though I booked my room ahead of time?
• Yes, even though you booked your room ahead of time. 95% or more of our guests also booked their rooms ahead of time.
• Oh, but its paid for already!
• Yes, as are all of the other guests that booked their rooms through a third party company JUST like you did.
• Well, we are going to be arriving around 8:00 in the morning and wanted to check-in before we go to Disneyland.
• Ma'am, our check-OUT time isn't until noon, so I am pretty sure that your room will still be occupied by the previous guest when you arrive, and our housekeepers will not arrive until 9:00am and they clean the rooms according to when guests check-out.
• Okay, so can I have an early check-in?

• Do you have another room we can move to?
• Is there something wrong  with the room you are in right now?
• Well, the people in the room next to us are banging on the walls and it sounds like they are moving furniture around or something. But they are definitely banging on the walls and I have a baby that's trying to sleep!
• They are banging on the walls?
• Yes, it just started a few minutes ago and it is very loud.
• Oh (looking at the clock, realizing what time it was), ma'am, those are the fireworks over at Disneyland. They started at 9:25pm.
• Oh, they have fireworks over there?
• Yes ma'am, every night at 9:25pm during the holidays, spring break and summer, and only on weekends in between peak times. It's Friday night and it's 9:32pm, and the hotel is directly across the street from the theme parks. If you go out onto the walk way in front of your room, and look to the North, you should see some of the show.
• Oh, (speaking to husband) it's the fireworks over at  Disneyland. They do it every night at this time. (speaking to me) So, I guess you can't ask them to knock it off so my baby can sleep can you?
• I could, but I don't think they would grant your request.

• The housekeepers never came to clean my room today.
• Oh, my appologies! What was your room number?
• 204
• Ma'am, our housekeeper has down that you had a do not disturb sign on your door.
• Yeah, we put it on there this morning because we didn't want anyone in the room.
• Well, if you have the do not disturb sign on the door, the housekeepers will not enter your room. That's what the signs are for. But if you want service in your room, then I suggest you refrain from putting the DO NOT DISTURB sign on the door.
• Well, don't they know I want my room cleaned everyday?
• Ma'am if the sign on the door says DO NOT DISTURB, they will not disturb you, even for cleaning service. The sign indicates that you do not want service.
• But I do want service, I want them to clean my room.
• But you put the sign on the door because you didn't want anyone in the room?
• Yes.
• So you don't want anyone in the room, but you want them to clean the room?
• Yes.
• Ma'am, how are they going to enter and clean the room if you don't want anyone in the room?

• Where do I get the shuttle to Disneyland?
• I'm sorry, but we do not provide any shuttle service to the theme parks.
• Well then how do we get there?
• You can walk, it only takes about 10 minutes.
• Ugh, WALK?!
• Yes sir, walk. I have walking directions to get you there as quick as possible.
• I don't want to walk there, that's too far to walk.
• Well sir, you're going to be walking all day in the theme parks.
• Well, I don't want to walk, so what are my other options?
• Well, you can drive your car to the parking structure, and pay $15 for parking, but by the time you get over there, walk from the car to the tram, and then from the tram to the gate, its well over the 10 minutes it would take to walk.
• OR?
• OR, you can pay for a taxi to take you, or catch the Anaheim Resort Transit System but you have to pay for that as well and that ALSO takes longer than the 10 minutes it would take to walk.
• Well I don't want to pay for it either.
• Sir, if you don't want to pay to get to the parks, then you will have to walk. That is the only free form of transportation. If you don't want to walk, then you do have other options that include some sort of fee. So the choice is yours.
• We picked this hotel because it said it was close to Disneyland, 10 minutes to walk is NOT close to Disneyland.
• Sir, how much closer did you expect it to be? The back of Paradise Pier in California Adventure is LITTERALLY across the street from the hotel. You can see it from some of our rooms. You can view the firework show at night from the hotel. Any closer and you would be staying at one of the Disney Hotels. How much closer than a 10 minute walk were you expecting.
• Well, on line it said it was right across the street from Disneyland.
• It is sir.
• Well I didn't see any entrance gate or anything across the street.
• Well, of course not sir. The entrance gates are located between the two parks, almost in the center of the block. Disneyland takes an entire block, and there is only one main entrance gate, the same gate that was built back in 1955. It hasn't moved. Things have just been built around it. There are no hotels across from the entrance gate, only a second theme park.
• Fine, so you're telling me I have to walk?
• I'm telling you that if you want the cheapest, fastest way to the entrance gate, walking is your best option.
• But I don't want to walk.

These are just the tip of the iceburg folks. Am I the only one that finds these conversations entertaining, yet incredubly annoying at the same time?!

When did I become a parent?

A lot of my job is actually really fun. Learning new things about the business, meeting new people from all over the planet (litterally all over the planet like Japan, Australia, Kuwait, Korea, the UK), developing relationships with returning guests. It's all great. Except when a parent isn't behaving like a parent.

I am 28 years old, I am not married, I have no children, not even a dog or a cat, and I am that way by choice. I don't want to be a parent just yet. And I especially don't want to be a parent to a child that doesn't even belong to me! However, simply standing in my lobby everyday, I find myself coaching grown ass men and women on how to control their children, and how to keep their children safe! It's absolutely rediculous! I mean really, is it rocket science?

I have a 7 year old nephew, and a 5 year old niece, and that's the closest to having children that I'm going to be for a while. But even then sometimes I wonder if I have more maternal instincts than some of these people that have already been procreating!!! I mean, common sense would tell you that you don't allow a toddler (maybe a year old) to climb all over and walk on top of a concrete table and bench in the pool area. As I said, I'm not a parent, and this gave myself and my housekeeper Rebecca a freaking heartattack! Mind you, this same family had 2 adults, and 8 (yes EIGHT) children, and did I mention that the wife/mom/baby factory was currrently expecting in the VERY near future?! Okay, 9 children is a bit much, hell, 4 or 5 would be more than plenty for any sane human being!

I remember when I was little, anytime we went somewhere that had a pool, or something public and fun, the rule was you had to have mom or dad, or a parental type person with you at all times. Not just to keep you from wondering off and getting lost, but to keep you safe from other people, and from your own actions as a kid! How many times were we all told "Don't do that!" as a kid? countless right? No running around the pool! No diving in the shallow end! Stop holding your sibling under the water! Maybe things were just much different when I was growing up. But as a parent, wouldn't you want to be near your children when they were in a prospectively dangerous situation, one that could (in an extreme circumstance) cause death? Wouldn't you want to be near your child while they were at the pool, making sure that they weren't diving inthe shallows or running around the pool?! Most people would say yes. So tell me why, on a relatively regular basis I have to kick kids out of my pool because they don't have a parent with them. And I mean KIDS, like 7-13 years old. Jeez, even when I went to my grandparent's house during summer, one of them always sat with me when I was in the water! Any number of things could have happened, could have hit my head and drowned, could have slipped and fallen, could have had a number of horrific things happen to me. Why do parents think that it is okay to just let their children roam free in a foreign place without the protection of an adult!?! I honestly can say I don't understand.

And I understand that some parents only have their children's best interest at heart, but why would you force your OBVIOUSLY incredibly shy teenager to speak to a complete and total stranger when it was totally aparent that she was beyond uncomfortable? Uncomfortable almost to the point of tears! I know that perhaps you may be trying to encourage your child to "break out of their shell" and what not, but really, you are a grown ass person, what ever happend to lead by example? If you need more towels or have a question about the pool hours, ask, don't force your child to ask. If they wanted to, they would have! Maybe I just don't understand this because I was never a shy child and my parents were never in that situation. As a teenager, you already feel awkward and odd, lets not make it worse. I feel so bad when I have to try to talk to these kids that come up to me because their parents are forcing them. I have to try to figure out what this kids wants from the six words they managed to mumble to me across the desk. "Mmmmfnngnhdhnd pool, asnnnnnggrrrrmmmm close tnnnbbtl." WTF? "I'm sorry, what was that? You needed to know what time the pool closes?" Really, sometimes its as difficult for me as it is for the kid! A smile and a friendly voice can only do so much to make them feel more comfortable. If you teach your child to be confident in life, things will be so much easier for them. I'm grateful that's what my parents did for me, and that is what I will do for my kids (when or if I eventually have them).

Then again, teaching your child to be overconfident, and independent is not always the best thing for them. No matter how independent and smart your child is, you just don't send your 14 year old away with a wad of cash in his pocket, to a very large city, with no adults, and no supervision! (yes I have had this happen to me! I swear!) I think it is fantastic that you trust your child that much, and that he/she is that self sufficient, however, ARE YOU NUTS? Do you not realize how many weirdos, pervs and freaks are out there in this world? Your child could have been kidnapped, or gotten lost and ended up in TJ or something!!! Isn't this considered child endangerment?! Ugh, the sheer stupidity of it just boggles my mind, it truely does!

Sales Tactics and Psychological Warfare

From the time I was 18 years old, up until October of 2006 (so five, almost 6 years) I had never worked anything other than retail. A book store, Rainforest Cafe, Merchandise at Disneyland, a candy store, and then my whole perception of Customer Service was turned upside down when I began working in the hotel industry. Its a world like no other out there. It is a business where you not only have to sell, upsell, and market all in one, but you also have to learn people. Not people skills, because those cannot be taught; you have to learn people. In regular everyday retail, like at Target or Abercrombie, you pretty much have the merchandise out for the vultures to pick over and they take what they want, and leave the rest. They are buying a product, a brand name, a tangible item, not a service. The hotel business is a combination of retail sales tactics, psychological warfare, and Lets Make A Deal. Most people assume that it is pretty cut and dry, you want or need a room somewhere you are traveling to, you call (or go online) and you book it. The end. Wrong.

The whole concept of retail sales tactics, psychological warfare, and Lets Make A Deal is quite simple. It is supply and demand really (thank you to my high school Economics teacher. Yes I was actually paying attention despite the utter boringness that was your curriculum). Retailers know that the average American will almost always choose the "better deal" over any other option, thus the masses of sale and promotion signs everywhere, generic junk mail special flyers in the mail, and the compulsion to clip coupons just to get the most for your money. So when choosing a hotel to stay at, comsumers apply the same strategy to their search. Who has the best deal? Which one offers the most for the least amount of money? Is anyone offering any "specials" like if you book 3 nights, you get the 4th night free? AAA or AARP or Military specials or discounts? And my personal pet-peeve, are they willing to negotiate a better price for me? (seriously, this is NOT Lest Make A Deal, this is not the weekend swap meet. We are in the business of making money, not saving you money) Businesses return this tactic, with what I like to call psychological warfare, and lead the consumer to believe that they are getting the best deal possible for their money, however it depends on the needs of the consumer. Perhaps they really do just want to spend as little money as possible, and don't care about any thing else other than the total cost. Or maybe they are the type of person that doesn't really care too much about having the fanciest room in town, and just want a good price, and good service. Or they are a little more high maintenance than most, and want a room equal to the Ritz Carlton's quality at a Motel 6 price. Each scenario poses different strategical points of attack (I mentioned it is psychological warfare didn't I?). The easiest way to explain is through personal experience. The property I currently work at is small, privately owned, and geared more toward the budget traveler. We are by no means a luxury hotel, there are no valet attendants or bellmen, no room service, not even a jacuzzi. Our "plan of attack" is to show them the quality of service outweighs the lack of amenities and luxury. Simply because the hotel is only rated a 2 star, doesn't mean we provide 2 star service. I don't know of any business that would think that is acceptable by any means. We may be a two star hotel, but we strive to provide 4 star quality service. So for those travelers seeking decent accommodations, with fantastic service, we fit the bill. However, those still seeking champagne and strawberries upon arrival and get coffee and muffins in the morning instead are severely disappointed.

On the flip side, working at a 4 Diamond property also has its own plan of attack. They have to learn to justify the cost of the room with the amenities offered. Not everyone is willing to spend $400 a night for a place to store your luggage, shower and sleep. However there are those that see the price as something worth paying because of what they are getting. Valet, bellmen, 24 hour room service, 3 pools, fitness facility, busniess center, bar/lounge, concierge lounge, fancy room decorations, a fantastic view of whatever there is to look at, close proximity to main attractions, meeting spaces, banquet halls, spa services, VIP services, priority check ins, vacation property opportunities, and the list goes on and on and on (can anyone guess where I am talking about?!).

The point I'm trying to make, is that regardless of the tactics used by the consumer, this whole industry is a big game of give and take. You give the money, the business takes it and in return gives you what they deem worth that amount of money, and you happily take it because you (the consumer) don't know any better. Really, think about your vacation and what you will be doing. Do you come to Disneyland to sit in your $400 a night hotel room and gaze and the cutsie wall paper and carpet or bedspread with characters on it? No, you go to Disneyland to go on rides and have fun. So why spend the extra money? Staying at a less expensive but equally nice hotel costs less, meaning you could even stay longer if you wanted, because three nights at $400 is the same as six nights at $200 a night and the quality would still be good quality, or at least it should be for $200 a night.

I am a Front Desk Clerk. . . . . .

I am a Front Desk Clerk...

I have advanced degrees in accounting, public relations, marketing, buisness, computer sciences, civil engineering and Swahili.

Of course I have the reservation you made six years ago, even though you do not have a confirmation number and think it was under a name that starts with an "S".

It isn't a problem for me to get two connecting, non-smoking, pool side, downstairs outside suites (with two king size beds in each), four rollaways, and yes, I would be happy to install a wet bar in each room and stock them at no charge. Of course it is my fault we don't have a helicoper-landing pad.

I am a front desk clerk - I am expected to speak all languages. It is obvious to me that when you booked your room for Friday, that you really meant Saturday. My computer have entrusted me with all our financial information and decisions. Of course I remeber that when you were here four years ago we accidentally charged you for a 72 cent long distance call you hadn't made and will make sure it doesn't happen again.

I understand that MacGillegetty's Widget Manufacturing Corp. is a vast empire that can make or break our hotel. Yes I am lying when I tell you we have no more rooms available. It's not a problem for me to quickly build two more so we can accommodate you and this time I will include a helipad.

I am a front desk clerk - I am quite capable of checking three people in, two people out, taking five reservations, answering twelve telephone calls and unplugging the toilet in 420, all at the same time.

I also know where the best vegetarian, kosher, Mongolian BBQ restaurants are. I also know exactly what to see and do in this city in less than fifteen minutes and at no cost.

I take personal blame for airline delays, traffic jams, rental car flat tires and the national debt. I should have realized that you meant to make your reservations here and not the "Galaxy Delight Motel" down the street and that you are entitled to the special five dollar discount because you're a member of the Accounting and Bagel Club of North America. Yes I will be happy to cash your Japanese travelers checque for 10,000 yen into Canadian currency. Even though it is Sunday morning, I am constantly aware of the exchange rate for all the world's currencies, after all, I am a front desk clerk.

We are expected to smile, empathize, sympathize, console, upsell, downsell, (and know the difference), perform, sing, dance, and fix the computer, (all at the same time).

I am a front desk clerk, I can do all things... (and look busy when the boss is nearby.

Champagne Taste, Beer Budget

When people come back to the front desk, and want to check out because the hotel "isn't what they expected" all I can do is laugh to myself, and try look at them as if I'm confused about why they are unsatisfied (I'm a good actress). And I have to ask the question, "I'm sorry you are unsatisfied with the accommodations you have, but what is it that you don't like? What was it that you were expecting that we do not have?" And always comes a long list of things that would normally be in a larger, more expensive hotel. No jacuzzi, no pay-per-view, larger towels, robes, or any other number of excuses. It takes every ounce of strength I have in my being not to ask them "Well, what did you expect for the price you paid?"

It never ceases to amaze me what some people expect for their money. Granted, I completely understand that the times are tough, the economy is essentially in the toilet, and we are all trying our hardest to stretch every penny as far as it will possibly go, but really!

I work at a privately own hotel property, which basically means its not the gargantuous multi-million dollar dream you were hoping for when you saw the $59 a night pricetag online. It's a small, two-star (let me repeat that: two star) BUDGET hotel built in 1956. 78 rooms, no major amenities like a jacuzzi or pay-per-view television, room service or bellmen and valet. It is basically a place to store your belongings, sleep, and shower. Which, if you are going to Disneyland, that is pretty much the extent of what you need from your hotel. So tell me why people expect more than what you get for your $59 a night. Yes, the price is better than most places, but wouldn't you consider that there must be a reason why. No the rooms are not in prestine condition, yes we have our fair share of issues, but hey, we do the best we can with what we've got. People don't realize that the reason other hotels are more expensive, is because they offer more. Every little "extra" on the list of amenities offered, is another dollar on the bill. Its like going to McDonalds and ordering a .79 cheeseburger and expecting to get a cheeseburger from somewhere like Red Robin, that is juicy, huge, and delicious. The better the quality of the item, the higher the price (champagne taste + champagne price + beer budget = no champagne for you). If we were to offer all of the same things and have the beautiful rooms they have at The Ritz Carlton or Waldorf Astoria, you'd be paying a lot more than $59 a night. If every hotel offered the exact same things, we would all have the same prices, and where would the competition be?

And I suppose that the calibur of guests that visit my hotel varies WIDELY compared to locations like the Hilton, or any of the Disney properties, but in all, most people that choose to stay at this particular location are folks that just want to stretch every buck as far as it will go and save as much as possible. Completely understandable. But then they are upset because that buck didn't stretch far enough to get them the luxury they wanted in the first place.

Example:
Had a lady the other day that came to my desk and wanted to check out because she was not satisfied. She said that she felt the rooms was dirty, that she felt "unsafe" in the hotel (I swear. We are litterally across the street from Disneyland, next to the Convention Center, and the only thing past us is the back side of the Convention Center and a very nice and quiet residential area), that the bed was hard, the bathroom was small, and the list of complaints continues. I appologize profusely as I am supposed to do since everything is my fault when something goes wrong. I offer to move her to another room, she declines and says that that room would be just like this one (really? and she knew this how? I know not). And she begins to tell me that the reason they booked a room here was because we were reccommended by her husband's friend, and they were told that the hotel was perfect. "And perfect this is NOT!" she continued. "We could have spent $20 more a night and gone to stay at the Anabella Hotel next door like I originally wanted to, and had perfectly clean pristine rooms with wi-fi." And in my head I couldn't help but think, why didn't you?

This my friends is the perfect example of "Champagne Taste, Beer Budget".

Tips for Travelers

I know most people don't travel very often, and therefore do not know what to do when it comes to their hotel arrangements. The things I have learned while working in hotels will forever be embedded in my brain and I feel it is my duty to share the do's and don'ts of hotel reservations and arrivals.

1. Know the name of the hotel you are reserving a room at. Nothing is worse than getting to the hotel, trying to check in and then realizing you are not at the correct hotel. Believe me, it happens more often than you think.

2. Do not make the reservation under the name of a person that will not be accompanying you on your trip. A lot of hotels will only check-in the room to the person who's name appears on the reservation. If Grandpa Frank isn't coming, don't use his name to reserve a room. Also, please have a credit card with your name on it. Its for your own and the card holder's own financial security. Its like going to Best Buy and trying to purchase a tv or a laptop with someone else's card. If the ID doesn't match the card, please bring one that does.

3. Do some shopping around to find the best price. This includes calling the hotel directly, checking the hotel's web-site as well as third parties (Expedia, Hotels.com, ect.). Do not leave it up to the hotel staff to tell you which deal is best. You are an adult, only you can decide that for yourself.

4. DO SOME RESEARCH FIRST - READ the policies of the hotel you are interested in BEFORE reserving a room. I don't know about the rest of the planet, but if I'm going to reserve a room, or buy tickets, or anything involving payment, or policies, I read as much information about it as possible before I get there. I don't want to be surprised when I arrive by a bunch of information I could have easily known about had I just put the effort in. Each hotel has a different set of policies. Though they may be similar, contrary to belief they are not all the same. Some require a minimum age of 21 to check in, some 18. Its like renting a car. If you aren't "of age" according to their policy, you can't rent a car. Some make you pay for parking, some don't. Just read and you will be amazed at the information you find out beforehand.

5. Ask questions before you get there. Are there any extra fees or charges once we arrive? What's the cancellation policy? Do you accept pets? If wi-fi availability is required in the room because you are on business, make sure its available. If having a jacuzzi, or room service, or guest laundry facilities, or pay-per-view movies is on the list of must haves, verify that your hotel of choice has them.

6. Be honest. If you're going to have 6 adults in a room, just say so. You may not want to pay the extra fee for extra people in the room (if the hotel charges for additional adults, again READ the policies beforehand to find out, or ASK), but really, it isn't that big of a fee. At my hotel, its an extra $10+ tax per additional adult (after the first two) per night. If its that big of a deal, have them pay you back. Besides, if the reservation only says it has two people in it, most of the time housekeeping will only leave you enough towels and such for two people. Do you really want to have to call everyday for extra towels and amenities? Another reason for being honest, is that fire codes and regulations still exist in hotels (no really, they do!). There is a limit to the amount of people you can safely have in a single room. Sorry, its just not safe to have 8 people in a room made for 4, regardless of whether or not people are willing to sleep on the floor or 3 to a bed. It just is not safe. If there's an emergency, you're going ot have to climb over people in the floor to get out. They could get stepped on and injured, you could get injured, just don't do it folks. There's already an emergency, we really don't want to add any unneccesary injuries to the situation.

7. No, children do not count as pets. And no, this joke isn't and hasn't been funny for a long time.

8. If you are calling for directions to the hotel because you are lost, PULL OVER AND LISTEN CAREFULLY. You are already disoriented and in an unfamiliar place. Listen to the person who works and/or lives in the area. Figure out exactly where you are (cross streets, large landmarks, ect.) and they will do their best to get you to the hotel as simply as possible. Do not rely on a GPS. They lie.

9. Please bring your photo identification with you. As much as we wish it were true (it would make life SO much easier), Front Desk Agents are not psychic. We are not trying to inconvience you by making you go back out to the car to retrieve your ID because you failed to bring it in with you. We do not know who you are and just need to verify that we are giving the room to the correct person. Also, if we do not ask for your confirmation paperwork or itinerary number, please do not throw it across the counter at us or shove it in our faces. Please wait until it is asked for. It may not even be needed. Most hotels will verify all of your information (room type, date of departure, amount of people, ect) while checking you in. I think that is why it is refered to as "checking in," because the agent needs to check the reservation information.

10. If nothing else, when checking in PLEASE focus! We understand that you are excited to finally reach your destination, and that it was a long journey to get here, but please just focus for the 5 minutes it takes to check you in. Please keep your children under control (and please use "inside voices"). The more you interrupt with questions the longer its going to take. If you focus and listen, your questions may be answered before you even ask them (like where is my room? what room number is it? where do I park? where am I? what's my name?). And if there so happens to be a policy that you do not like or agree with, please don't take it out on the person checking you in. They are just doing their job. As much as you don't like whatever it is you don't like, they don't like being yelled and cursed at for enforcing something they had no decision in. If you had done some research before your arrival, you may have already known about said policy (please refer to numbers 4 and 5 for further elaboration).


Okay, I hope this has helped some or any of you. Believe me, there are many more items to add to the list, and it will be growing as the days come.

The true life tellings of my life in the Hotel Business

When I started out in hotels working Front Desk/Guest Services at a very large 4-Diamond hotel (not sure I can say the name of it and not get in trouble for the things I will discuss) back in 2006, I never thought I'd still be working in hotels five years later in a different position at a different hotel. But when you find something that is challenging, rewarding, incredibly trying, humorous, difficult, and easy all at the same time, its pretty hard to leave. Especially when you are good at it. There are days that make you want to rip your hair out or run over pedestrians with your car on the way through the parking lot, and there are days that leave you smiling and laughing, and wishing you could have stayed longer. I guess you get that with any job really but its the experiences that make us feel that way that make it so interesting. And working a hotel front desk is an experience like no other. I can only hope that I will be able to accurately recount the interactions of my days so that you will fully understand the life we lead in the Hospitality and Tourism industry. And for my "brothers and sisters" who I currently work with, or have worked with in the past, I can only thank each and every one of you for teaching me the things you have taught me. Regardless of how small or simple it may have been, each of you has taught me something and it has made me who I am today.

Now, I do not in any way intend for this to be an all out "bitch-out session" or anything negative. I tend to see things on the lighter-side and I naturally have a very happy, sarcastic nature, so I do apologize in advance if my sarcasm comes across as nastiness or negativity. If already know me, then you should be used to it by now. If you don't, then you will soon enough. Honestly, its just my sense of humor. If you can't see the funny in a situation, try harder because it is there!