MORE conversations with guests

Guest 1: Can I get a room with a balcony?

Me: Sir, did you happen to see the building before you came in?

(Just a refresher for those of you who may not have seen it in a while)

Guest 1: Oh, yeah. So there aren't any with balconies?

SMH.



Me: And Ms. Smith, are there any other guests in the room that may need access to a key?

Guest 2: Can I get two keys?

Me: Yes you may, but are there any other guests staying in the room with you?

Guest 2: No. Just me and my husband.

Me: (mental facepalm) So yes, there is another person in the room with you. May I have his name please so I can add him to your reservation?

Guest 2: No, it's just me and my husband in the room.

I really didn't know how to respond to this. I basically skipped the rest and just went straight to handing over the keys and giving directions to the elevator which I am sure were too complex for her and got her lost. 

Every day of my life

I encounter this issue AT LEAST three or four times a day at work.

I wish there was a way to make people think before they ask questions.

Honest to God, these are the kind of questions I get asked regularly at work.

Do you work here?
While walking out of the EMPLOYEES ONLY door, dressed head to toe in a suit complete with a name tag, carrying a money bag and bank keys in my hand. No sir, I do not. Can you point me to the roulette table?

Do you know what time check out is?
I'm standing at the front desk and just finished checking in another guest. No Sir, I do not know what time check out is. I only work the front desk.

Is this the Mandalay Bay?
Yes, this is absolutely Mandalay Bay. Those giant decals on the glass doors you just walked through that say LUXOR are just to throw off the people with out money that aren't going to gamble. Oh, and the fact that it looks like a giant PYRAMID on the outside is just a facade.

Because these two look so much alike, right?

You live out here right?
No sir. I live by the beach in southern CA. I commute each day because I just LOVE my job here. It's a little rough some days, but my frequent flyer miles are really racking up.

Please, I cannot stress this enough, think and observe before you ask questions!!!

Pay attention class!

In the 7, almost 8 years I have worked in hotels there are so many experiences that I've had which if shared, I'm sure you would all call me a liar (like when just the other week a 60+ year old man came walking through the lobby of my 4400 room hotel and casino naked as a jaybird and stopped at the front desk because he was locked out and needed a key to his room. My question was how do you get locked out of your hotel room butt naked?!). But still the stories I share are nothing but the truth and in all honesty, I shake my head at some of the things I am witness to, and the things I see because believe it or not they are reality.

I live and work in a town who's reputation is anything but wholesome. Las Vegas to most, Sin City to some, and home to me, has always been known as the home of sex, skin, gambling, alcohol, drugs, prostitution, and pretty much anything illegal. In recent years it has become the choice location for those celebrating their final milestone as a young adult and letting everyone know "It's my 21st birthday!!!!" or those seeking a weekend of debauchery and shenanigans to conclude their last outing as a single person before committing themselves to "the one". Then there are always those who run out to the desert to exchange vows in a 10 minute ceremony with The King as the officiant.

So for those of you thinking of heading out to the city of flashing lights and dinging machines, these are a few things to keep in mind once you reach your hotel:

1. If you reach your hotel hours after check in has begun, do not expect to get the exact room you wanted. If you arrive around 1am and you ask the clerk for a room on the highest floor possible, facing the strip, be prepared to get something on the bottom 4 floors facing the parking structure because by that time of night, that's pretty much all that's left. WORD TO THE WISE: if you want a specific type of room with a specific view, call ahead of time on your date of arrival and pre-register your room. You're more likely to get what you were hoping for. 

2. I know most people think it couldn't hurt to ask for a free upgrade, but in fact it does. If you wanted a bigger better room, then you should have booked and paid for it like everyone else. Don't get all upset and angry and badger to clerk into upgrading the room for you for free because if you do it to me, the answer is no. We (the front desk clerks) don't care if it's your birthday/anniversary/honeymoon/first visit/bachelorette/bachelor party. There are plenty of people here for the same exact reason and we can't upgrade you all. You're not special just because it's your birthday. Sorry. 

3. Please know the details of your reservation prior to arrival. Most importantly WHAT NAME IS ON THE RESERVATION!!! I can't tell you how frustrating it is for us clerks when you have no idea what name the reservation is under because that means we get to search every person's name in your party and pray that the agent that booked it spelled it correctly. And when you have five rooms and 20 people in the party, this takes a huge amount of time. And if this scenario does in fact occur, do not become impatient and attempt to rush the clerk because that just wont happen. The more rushed you are, the more efficient we become (translation: we go slower). Along the same lines, please make sure the person who is the main name on the reservation is present and in front of the clerk when attempting to check in. Every hotel I have ever worked at requires that person to be present. This is nothing new. This has been an industry wide policy for many many years now folks. Get with the program!!!

4. Please learn the difference:

adjacent - lying near, close, or contiguous

connected - joined or fastened together

adjoined - neighboring; contiguous

5. Don't get upset when you are told there are additional fees for things like a fridge in the room, rollaway beds, or a resort fee so you can park for free, make calls from the room, use the pool and gym, and have internet available to you. I don't understand why it's so difficult to understand that extra things = extra cost. Nothing in life is free folks. 

Thank you for reading and stay tuned for more rants, tips, and ridiculous stories from the Las Vegas hotel world.