I have a co-worker who writes down random events that happen to him at work (which I must say is a lot of stuff). As he was telling me this, I realized that this would be a great way to de-stress from the craziness of this job.
Therefore I give you a typical question that is asked during a job interview: "Tell me about a challenge you faced at work and how did you overcome it?"
Currently, this would be my top answer:
We had a large group that came to stay at the hotel from their training. Each guest was in charge of paying for their room. There were some reservations that were shared by two people and some by three people. When a small group of them came to check in, I was the only one at the front desk. So I got each credit card and informed them that I would only be getting authorization for their first night. Then they could come down at any time and decide how they were going to split the bill with their co workers.
Needless to say, there were some mistakes. For example, there was one reservation that had two people. When they checked in, I got authorization for one night from each of them. However, someone got the remainder payment but ONLY for one person on the reservation.
The two females came down and the one who saw her bank statement online started yelling at me and saying that we charged her credit card. I just took her yelling... She stopped conversations and a lot of people were curious to see what would I say.
I remained composed. I told myself not to treat this woman the way she was treating me, she just does not understand and it is my job to explain what the reality truly was.
After she stopped her yelling, I started to explain. Along the way, I must have lost her because she got a call from her partner and was providing very different answers than what I informed her.
So I tried again. This did not work either. One of my co workers was about to help but guests kept coming in to check in. I took this as a challenge, I needed to help this guest out. My mentality was "I have no idea why someone authorized your credit card, but however I can help you, I will do it."
She yelled some more and finally she got the hint of what was going on. She wanted written documentation from me and everything I said; she wanted my general managers information; she wanted our corporate number. I helped out and asked if she wanted our consumer affairs number as well.
My logic was that she was going to tell the entire world what happened to her and with people like this, it is best to be as nice as possible and they will walk away with guilt and silence.
The end result, she walked away with nothing to say. This is expected from people do not listen and yell and yell.
Yet later when they get tired, they come around and understand what the situation really is, in comparison to their imagination of someone trying to steal all their money.
annaxmalina
germansingergirl
2087
janainaart
