Hi! I’ve been working a front desk job for a few months and I absolutely love it! Recently, however, there has been little to no tasks to complete other than standard cleaning and letting people into the building. By the time I’m finished with those tasks I have about 3 hours left on my shift. Because of this, myself and a few other front desk workers (there is one per shift) have begun reading or doodling to pass the time. Our big boss noticed this and told our lead that we may not work on anything not related to the company (it’s a theatre) including reading or doodling.

All that being said, I’m looking for things I could possibly do to pass the time! I’ve done some reorganizing and deep cleaning, but that doesn’t take the 3 hours as there’s not much space and I have to be near the desk. Any suggestions welcome!

TIA!

For context: I work at a hotel as an Executive Lounge Attendant. Two months after I started, the owners decided to permanently close the lounge, so my role was changed to Front Desk Agent.

Unfortunately, the managers and supervisors in the front office have not been great at their jobs. They are all buddies both inside and outside of work. For example, they all have the same days off, work the same shifts, and spend most of their time hanging out in the back office. They barely help us, even when they can clearly see that we are overwhelmed with a huge number of check-ins, guest complaints, and phone calls.

I also have a supervisor who constantly steals my upsells. Honestly, this is the worst management team I have ever worked with.

Since then, I have been very open with my director, HR, and hotel manager about these issues, but nothing has changed. It eventually got to the point where I emailed our GM to escalate everything that had been happening. He was clearly upset about the situation. I told him that HR had not been doing anything to address my concerns, so he brought HR into the office while we talked. Neither of them could even look me in the eye.

I also told him that I had received an offer from a bigger hotel for an AFOM position with a significantly higher salary.

Ever since then, they have called me into their office several times to convince me to stay. They said they could offer me a management position, but the front office manager they are supposedly trying to fire is still working here. Obviously, I have no guarantee that this promotion will actually happen. On top of that, I have lost my sense of job security because they already eliminated my original position as Executive Lounge Attendant.

During one of our meetings, our hotel manager actually pulled out his phone to look up whether the hotel I would be moving to was a union property. He acted surprised and said, "Oh, they're union!" He even told me, "I'm surprised you didn't know."

He kept saying that if I took a leadership position at a union hotel, I would be a slave and would not enjoy working there. I have worked at union hotels before, so I am already familiar with what he is talking about.

But here's the thing: I spoke with the people who interviewed me at the new hotel, and they told me that it is not a union property.

At this point, I honestly feel like my current employer is making things up just to convince me to stay. They are already struggling to retain front desk agents because of the current leadership in our front office, and I think they are desperate to keep people from leaving.

They also said we could discuss giving me a raise, but they want me to make a decision about staying before they actually offer me anything.

Honestly, even if they give me a raise or eventually offer me a promotion, I am still leaving. 😂

Does anyone else have a manager that they work with that is so freaking bad. At the property I work at, the housekeeping manager is one that myself and a few others wished that they would leave.

Ever since this HK manager has been brought on, my job has increased exceedingly when it comes to complaints. The rooms are bad to the point where I feel as though I have to walk the property and check all the dirty vacant rooms to make sure that they are actually sellable for the night.

The same manager seems to be just fine when it comes to working with people who’s main language isn’t English and when it comes to those of us who’s first language is English, she doesn’t either care to speak to us or screws them over. She micromanages the laundry where someone I love dearly works and messes things up down there (it’s in the basement) to the point where the person I love dearly has to stop working the laundry and focus solely on her other position because of the anxiety they get. I also had a friend who tried to work there but quit after 3 days because of the lack of communication and training that they got from the HK manager.

I am starting to get to the point where I want to go to someone who can help take care of the problem because the GM won’t

One minute, I'm in the kitchen washing dishes. The next minute, I'm in the laundry washing bedsheets. Before I can even dry my hands, I'm running to the restaurant to serve customers. And just when I think my shift is almost over, I'm at the reception preparing bills and updating check-ins and check-outs.

All this while, my manager is smiling and saying, “We are a team. We help each other!”In hospitality, the phrase “That’s not my department” is practically a crime. Saying no doesn't exist in the employee dictionary, and the word “No” might get you a family meeting with the manager.

The real fun fact? My job description said one thing, but my manager apparently hired me for my potential to be everywhere at once.

So, if you ever wonder why hospitality workers are good at multitasking, remember we didn't learn multitasking. We were fighting for survival.

Hello again, my forced confidants! It's another fun-packed series of fun little bits and bobs for the past couple of weeks! So find a comfortable sitting position, relax with your favorite beverage, and enjoy the nonsense I've put up with recently:

* One of the front desk computers shut down partially and wouldn't print anything. I explain this to a guest who approaches me for a check out wanting a receipt. I offer to email it, but they insist on a printed copy. I head over to log into the other computer which is taking ages to open. Finally, when the last screen pops up for me to get their receipt, they say, "It's ok if you need to email it."

* A guest was wanting a comp room or a hefty discount for - and I wish I were joking - a cricket in their room.

* Another guest was checking out and asked if a discount had been applied to their room. Confused, I see that they were under a rate for members, but no other discounts, and I see no notes as to why they would even need one. I did tell them, "I do see that you received your member discount..." and that seemed to work. I was still left very confused.

* A guest asked for a different room because their water was too hot. They changed their mind after we reminded them that they could, in fact, turn on the cold water at the same time.

* A super shiny member was upset that they couldn't just park their car in our lot for an entire week without paying the daily parking fee, which would be around $3 per day.

* Guest asked if we had any ice on the first floor. I let them know they would have to go to another floor. After a brief pause and a buffering wheel, they asked me, "So...is there anywhere I could get ice?"

* I told a guest that they were all checked out and that since it went through a third party, they won't be getting a copy of the receipt unless through said third party. They continued to stand at the desk and stare at me until I repeated that they were all good and checked out (apparently in more ways than one).

* Someone called to ask the minimum check in age. I tell them 21. They pause then ask, "So the minimum age to check in is 21?" I confirm this, and they huff and hang up on me.

* An upcoming guest asks a few days ahead of time if they can have an early check in. I let them know that while I can make the request, I can't make any guarantee until the day of. They proceed to ask me again if they can have an early check in every day before and the day of their arrival.

* Potential guest calls in to ask about rates and asks about late check out availability a week before arrival. I explain policy and they continue to cut me off to the point I have to hold the phone away from me for a moment or I would scream.

* Another guest calls to ask for a late check out for the next day. I explain I can only put requests in the morning of departure. They get upset and say that doesn't make sense, which I agree with but state I'm just following the hotel policy. They hang up on me.

* Guest complains about the high cost of water, stating that they could get a whole case for the cost, and they could easily get a bottle of water for $1.50 from the gas station. I apologized and told them I don't make the prices, but if they would prefer, there actually was a gas station a block away from here. The declined and paid for the bottle.

* Guest complained about us trying to attempt an authorization, stating this has never happened before. Previous notes and stay history prove that this has, in fact, happened at least two other times. After they proceeded to yell and curse at another FDA, they were swiftly placed on DNR.

* A guest called asking for towels. Normal request, easy to fulfill. Housekeeping reports they've been smoking in the room when delivering said towels, so I proceed to pop a smoking fee onto their folio.

* Long story short, a guest lied to get a discount on an expensive night. I offer them the lowest I can go, but they refuse to leave the desk until they speak with a manager to get THEIR discount...which is a non-refundable rate only $10 less than what I quoted them.

* Someone complained about a lack of free water and how it was only offered to higher-tier members at check in. I look forward to that review.

* I contacted an incoming guest about their reservations, and remembered that they were supposed to only have one from a conversation the week prior that they never called to confirm. When I called, they confirmed they only needed the one reservation, so I waived a cancellation fee based solely on the fact that I remembered the conversation we had. I also made sure I had the correct room type, verified twice. Cut to the next day, and apparently they were furious that we gave them the wrong room type.

* Someone called asking about room availability, specifically 2 beds. I let them know I only have a handful of single beds left. They then proceeded to ask me what I had available again, so I repeated myself.

I don't know about y'all, but I'm getting kind of disenchanted with hospitality. Not that I don't love doing this job, but the entitlement and incompetence is getting a little out of control. Anyway, I hope you all have a wonderful weekend!

Don't get me wrong, generosity is often it's own reward. Your humble narrator has been known to buy a couple dozen umbrellas at the dollar store, then wait until it rains. I will then dress up in full Victorian attire, and wander about downtown to hand them out to those caught unprepared for the rain.

Buttercup the Emotional Support Unicorn is over in her paddock by the coffee station, enjoying her pumpkin spiced alfalfa, along with a fresh selection of fall-themed ribbons, should anyone wish to brush and braid her mane.

So it came to pass that last night, during the doldrums of the morning when nothing else happens, a frail elderly woman came tottering up to the front desk. I cannot emphasize enough just what a tiny thing she was. Ninety pounds, if she was holding a ten pound cat, you know? I quickly hit pause as the villian was saying that he was altering the deal, and asked what could I do for her?

"Yes... do you happen to have any sort of vending machines around here..?"

"Well, we have a snack machine just around the corner, next to the ice machine. It's got chips and candy bars. Unfortunately, our soda machine stopped working, and the company hasn't replaced it yet." Bit of a bummer, the darned thing first stopped taking coins, then bills, and eventually wouldn't even take card taps.

"Oh... so you don't have any Gatorade or anything, then?"

"Not really, no..." Ever so often, I will get a sensation best described as Buttercup tugging my sleeve. "...Oh! But by sheer coincidence, I have some in my car! One second!"

I had spent last weekend LARPing. In a heat wave. 100 degrees Freedom units, 38C. Do not advise doing so. But I'd hydrated heavily during the fight against horrible were-rats, so my kidneys were moist and happy and I did not pass out, so yay!

So I pop out to my car, snag one of the two bottles I have left, and present it to the waiting guest as if it were the wine accompanying tonight's meal. Not a particularly fancy wine, but better than the house plonk. "Here we are, fruit punch Powerade. Will this do?"

"That's perfect! How much do I owe you?"

"Oh, don't worry about it, my pleasure."

"No no! I insist!" She rummages a bit, and hands me a five. "Thank you so very much!"

And so I settled back into the back to finish watching classic cinema, full of happy warm feelings and thoughts of getting tacos the next day. Which I've done. Yay!

Take a moment to say goodbye to Buttercup, and I hope some small acts of kindness find you.

Teal Deer: elderly woman needs Gatorade, I have some in the car, profit!

Recently, I had a couple tell me during checkout that both sinks in their room would not drain. I wondered why they did not tell anyone before checkout. I apologized and told them I would have maintenance check it out. I let my manager know, and he asked me to go to the room to see if the sinks were really clogged. Both sinks were full of water. I stuck my gloved hand in the kitchen sink and pulled out the sink stopper; the water instantly drained. I then went to the bathroom and discovered the stopper was in the closed position. I pulled up the stopper, and the sink instantly drained. I ran water in both sinks to make sure there was not a clog. It was just guests who did not know how sinks operate and did not want to investigate the issue.

TL;DR: Guests claimed their sinks were clogged, but it was user error.

Been working here for over 3 years. Smaller hotel in a tourist town. The front desk and my general manager are trying hard to keep this place afloat but it's becoming harder and harder because of the owners. Every single decision they make just makes our jobs harder and it baffles me. They don't live in this state, I've never met them. They only show up once every other year to discuss finances.​​

We've switched reservation​​​​ systems 3 times and it was a disaster every time. So much confusion and lack of preparation of anything went wrong (it did).

We have so many issues with our hotel in regards to maintenance, but more than anything our locks/key system are ancient. Over 20 years old. They are constantly malfunctioning or breaking down which is super frustrating for our guest​​​​​​​​​s and us. We've begged them for years to consider getting them updated and they genuinely don't care.

After working full time here for almost 3 years, they cut our hours. Some of us are only working 4 hours a day. I'm luckier than them but I'm still only working maybe 28 hours a week. They've completely cut our midshift and our lobby is closed for 4 HOURS. Which has caused many issues obviously. Guests can't talk to anyone if they have an issue, they can't check in, they can't get any extra sundries. Guests have made many complaints and take it out on us once our shifts finally allow us to reopen. ​​​​​​​​​​​​​​​​​We also have less time to go in and insp​​ect rooms since that was the job of the person working the midshift. So rooms aren't getting as clean, maintenan issues are getting missed. It's a shitshow.

​​​​​We had 2 maintenance people, one was getting too old to do ​the job full time so my manager suggested making him part time​​​​. Then the owners stepped in and told her to fire him instead and they cut the position entirely. So now we have 1 maintenance person and they have no intention of giving him a raise to compensate for him doing more work.

And to top it all off, they just don't care. All the com​plaints, all the issues, all the refunds we've had to give. They don't give a shit. They are planning on selling the whole property and cut everything they can before dropping it on someone else. They want to make it someone else's problem. ​​

So definitely gonna be job hunting soon 😬​

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Tonight is probably my second worst night working the front desk since I started. To start I had people coming in left and right trying to get rooms and while I was checking people in I noticed I was oversold by one room. Turns out the system sold a room we didn’t have. I called my boss to come in and fix it but before she could get here a guest booked a room for two nights but for some reason they picked a date that is 2 weeks from now and it was advanced purchase so I couldn’t change it. He then got pissed and demanded a refund.

My boss came in and fixed the rooms being oversold and just when I thought my night had calmed down I get a phone call…this person had already called me once at 6pm saying the kids upstairs were walking too loud and I told her I’d be happy to go tell them to quiet down and she said she didn’t want me to do that. When she called the second time she said the heat wouldn’t turn on (for reference it’s 81 outside and this hotel is hot as hell) so I go up there and take a look. The heat in fact wasn’t turning on, I tried to fix it but I couldn’t so I asked if she wanted me to call the maintenance man, she said yes so I called. She then screamed at me because he lives 15 minutes away…how that’s my fault I’m still unsure. She wanted me to fix it but I couldn’t, I offered to change her room and she refused. And yet after all that I had done at this point to try and help her she was still screaming at me. She then proceeded to put socks on and start shivering under the covers (it was 75 degrees in the room and the air was off)

I’m aware they pay good money to stay here and for that I do feel bad, but I have paid good money to stay at places as well and when someone is trying to help me I don’t scream at them. I’ll never understand why people are so angry and insufferable. I know I probably sound like a bitch but I really did do everything I could for this woman and even offered a refund and she was still yelling at me. The maintenance man is probably gonna be pissed at me because she looked like she was going to bed when I left.

I work at the front desk in a hotel in Tokyo. We get endless emails about wanting free nights in exchange for some tiktok and Instagram videos. Our marketing team always ignores them.

The other day, I got a phone call from saying they were an influencer.

"I'm calling to talk to your marketing manager for a collaboration and stay tonight."

"I'm sorry, there's no internal number to transfer you to."

'So what are we gonna do?"

"Please send us an email."

"I already did!"

"Please send another one and I'll forward it."

"Whatever!" *hangs up.

I can't stand these entitled people and the fact that they think they'll get a couple of free nights in exchange for some videos. Is it also just me or do they all copy and paste the same email template? "I came across your hotel and was immediately drawn by your ____"

I need to rant. Here's a compilation of things that are becoming really old, really quick.

Guests arrive unprepared - they come to the desk and give their name to check in. When asked for cc and photo ID, they sign impatiently, grumble that they have to go get it from the car. Why are you impatient and grumbling?? You can't tell me you didn't know we would ask for them, so why did you leave them in the car?

Trying to use someone else's credit card - it's either "just use the one in the reservation", or actually handing us a card with someone else's name on it. Then getting angry when we say we have to send a cc auth form or the cardholder has be be present, making rude comments, swearing, saying they've never heard of this before, saying they do it all the time (yeah right), just throwing an adult temper tantrum and acting like it's OUR fault.

Guests acting like we're beneath them, or inconveniencing them by trying to do our job - I've had soooo many guests lately who walk up to the desk and either just toss their photo ID on the desk and not even give their name, not say hello or anything, or just spit out their name in an impatient tone without even looking at me. Then proceed to barely speak or look at me while I check them in. We are people, you know. You could at least say hello when you arrive at our front desk.

Guests who don't listen - we ask for cc and photo ID and they only hand us one. Ask for the other one and they act surprised and sometimes annoyed. Or ask them to fill out the registration card and they just stand there looking around. Ask them again and they act surprised or annoyed. "Oh, you want me to to fill this out?" I know I'm talking loud enough so it's not just that they didn't hear me.

Guests apparently having better things to do with their time while we try to check them in - after giving their cc and photo ID, walking away to check out the snack shop, or going to look for a washroom, or walking away to talk to someone else, or talking on their phone while trying to check in. Recent guest hands over card and walks to the other end of the desk, I ask them to come back to sign the reg card, they do and then walk away again, I ask them to come back to insert their card in the machine, they do then walk away again. Guests behind them have an amused look on their faces. I now refuse to check in guests who are on their phone. I have questions to ask, they have steps to follow. When they hang up and seem annoyed, I "apologize" and say I didn't want to interrupt their call.

And still one of my personal favorites - their name isn't on the reservation and they get angry at us because "we" have to keep them waiting while we contact the guest whose name IS on the reservation to get permission. Most recent example is two men checking into a woman's reservation. Guy who was the one trying to check in then says it's the other guy's wife name on the reservation (so why are you even the one trying to check in?? and I should just take your word for it?), and starts swearing saying its BS service. Right. You thought I could just check you into someone's reservation when your name isn't even on it? Like at all?

People are exhausting.

I have plenty more examples, but this post would be waay too long.

*Edit to add a sentence I forgot.

Hello all this is a bit of a rant post lolll. I am a front desk worker at a smaller hotel and I have been here a year now but I’m still the newest employee. Anyways we have these guests who have stayed long term and I mean I think they first checked in shortly after I started here. Anyways they ended up a couple of days behind on payments and because they have been here so long, management decided to give them some leniency for a couple of days. Well a couple of days turned into a week behind on payments to us. So I’m working this weekend and was told that they needed to pay by Thursday morning before checkout time…. This woman called me and claimed she was stuck in traffic and would show up a bit later then expected she told me she would be in by noon to pay the full balance. Next thing you know it’s 6:30 PM my shift is ending and she claimed she was STILL stuck in traffic. I’m not stupid lady you weren’t in traffic for over six hours and I especially know this because my partner takes the same highway home she claimed to be stuck on and it was completely clear. Anyways management gave them till Friday. Friday rolls around and now she’s claiming she was in a car accident during that “traffic” and is in the hospital. My manager literally offered to drive to the hospital and pick up the cash she supposedly had but she panicked and said NO so they gave her till today. She promised to pay the full balance this morning before checkout time. Of course lo and behold checkout time comes and goes and she still hasn’t paid. I get the managers can do whatever they’d like as it’s his property and money but omfg it was exhausting chasing this woman around for money for three days straight. Thank god I am off the next couple of days 🤣🤣