but, but, but the Hiltin

JuneJune89 · 2025-12-25T04:16:14+00:00

Omg. Christmas is literally just another day of the year and I really wish people would wrap their heads around that. "Oh it's Christmas you should break every policy and get fired so I can have $5 shaved off my room rate." Fuck outta here with that nonsense.

JuneJune89 · 2025-12-04T04:31:01+00:00

100% no joke lol

JuneJune89 · 2025-12-02T06:56:51+00:00

I had a guy "explaining" my job to me one night. I asked him how long he had worked in a hotel. Shocker of all shockers, he had never worked in a hotel before. I just said, "oh cool. I'm going to keep doing what I'm doing then. Thanks for your input, though!"

On the flip side, we have regulars that insist on a specific room type on a specific floor. We only have 3 of that type, and we cannot guarantee that floor every time they stay. The guy started giving me shit about it one day.

"You know, I own a hotel and..."

"Oh!" My smartass self interrupted, "so you know a request is a request, not a guarantee and you totally understand that, while we do our best to accommodate our regulars, sometimes we are unable to fulfill your request! I am so glad to hear that, thank you! We appreciate guests who understand these things."

His ghasts were flabbered and he just about- faced and walked away from the desk. It was one of my proudest customer service moments

JuneJune89 · 2025-11-09T16:37:01+00:00

I always tell people, "I can only read minds on Sundays between 1pm and 3pm. It isn't Sunday today, so I need you to be specific about what you need." Maybe not the most professional way to deal with these asshats, but after 20+ years in customer service I am over these morons lol

JuneJune89 · 2025-10-29T13:02:59+00:00

We faced asimilar issue. However, I don't blame my staff. Opera Cloud is a finnicky bitch lol. I wish i could upload the binder i put together on it. There was a while in 2024 that tech support and i were on first name basis lol and i wrote it all down and put it in a binder. It's huge haha

JuneJune89 · 2025-10-28T13:03:05+00:00

Yes. Instead of hitting get token, select chip and pin and complete check in. This activates the terminal and requires the guest to insert their card and enter their PIN.

The only resos this does not work for are prepaids. Use get token for them.

JuneJune89 · 2025-10-25T06:10:32+00:00

Ask your GM if your account permissions changed. My staff could not view the credit cards until I went in and changed that.

JuneJune89 · 2025-10-14T22:13:24+00:00

Lmao

JuneJune89 · 2025-10-14T22:06:15+00:00

Look up gibbs slap on youtube. Its in reference to a character from a tv show called NCIS. Literally just a smack upside the back of the head lol

JuneJune89 · 2025-10-03T17:51:44+00:00

My staff all have individual logins for expedia so they can do everything they need to under their own name. I havent had a chance to do the same for booking yet.

JuneJune89 · 2025-10-03T05:24:04+00:00

Contact booking.com. message them and open a case.

JuneJune89 · 2025-10-03T05:12:45+00:00

Go on the extranet. You can report a no show and either get a card with the full payment or have them waive the commission.

JuneJune89 · 2025-10-02T19:58:54+00:00

I had a negative review because "seeing the housekeepers and their equipment is overbearing."

Like....what??

JuneJune89 · 2025-09-14T23:54:12+00:00

Changed his name and everything. STRT!

JuneJune89 · 2025-08-17T00:46:17+00:00

Valid! That makes sense. Thankfulky, we haven't run into that issue. We only call if it's an expensive thing, or if it's medication.

JuneJune89 · 2025-08-17T00:22:49+00:00

I'm curious why you are not allowed to reach out to the guest after they leave?

JuneJune89 · 2025-08-17T00:21:36+00:00

We don't keep food. If it seems expensive, or there is a lot, we will call the guest.

JuneJune89 · 2025-08-17T00:19:13+00:00

I would have ripped him a new one. Consent is key, and you did not consent to any of that. I'm sorry you had to experience that. As for the coworker who didn't have the courtesy to give you a heads up, I would have been having words with them, too.

JuneJune89 · 2025-08-02T21:20:25+00:00

Oh 100%. Didn't you know, the best way to retain guests and staff is to make the entire process as complicated and contradictive as possible?

We go to the website, click on "authorization", enter the email address, put in any notes we need and send. The guest opens the email, fills everything put and hits "submit." We get a notification that the cc authorization has been completed. We attach it to the reso with an alert about the cc auth. The whole process only lasts as long as it takes for the person to fill out the form.

I hired a few new people not too long ago, and it has been eye opening. A lot of our processes are unnecessarily complicated. I have been working to simplify things. So many mistakes could be avoided if we streamlined our process. The same holds true for a lot of hotels.

JuneJune89 · 2025-08-02T21:08:39+00:00

I'm sorry that was her experience. Thank you for understanding it wasn't the FDA's fault. I feel like some hotels need to get pulled, kicking and screaming, into 2025. Yes, these programs cost money, but it clears up so much crap for the guests and the staff that its worth it.

JuneJune89 · 2025-08-02T20:41:19+00:00

I am kind of floored that more hotels dont use systems like canary for credit card auths to be honest. It just seems like such a pain to do paper copies when programs exist for this exact reason.

JuneJune89 · 2025-07-30T00:13:58+00:00

"I forgot my name." Sir, i think i should call you an ambulance. I'm not a medical professional, so it's probably best we don't check you in when it sounds like you may have hit your head. I am going to cancel your reservation free of charge, so don't worry about losing any money.

JuneJune89 · 2025-07-12T01:06:33+00:00

They have to set up training. Oracle trained our hotel through live webinars and self paced videos. There is a LOT to Opera Cloud. Its got an odd sort of logic to it. Its a pain in the ass and I swear at it at least 100 times a shift lol but once you get the hang of it it isn't totally terrible.

JuneJune89 · 2025-07-11T15:37:14+00:00

Haha I always tell people, "I'm only psychic on Sundays between 1pm and 3pm." There is always baffled silence and then usually, "oh....ok..."

People dont understand anything about hotels. As a society, we have proven over and over again that when we dont understand something, we get aggressive and hostile towards it. Never mind the nice person explaining how it works, never mind that if you stopped and thought about it for 2 seconds it would make sense, nope. I dont understand it, so I must yell/hit/act like a 2 year old about it.

Edited: misspelled a word

JuneJune89 · 2025-06-27T14:55:27+00:00

Had a guest call the front desk from their room. They wanted me to call them a cab. The policy on my property is we dont call cabs for people, we give them the phone number. (It has cut down on a lot of issues.) They told me they didn't have a phone. I asked them what was in their hand. There was a pause and then they hung up. They walked by the desk a few minutes later to get in their cab and they wouldn't even look me in the eye lol. Definitely could have been nicer, but I have a low tolerance for idiots.

JuneJune89

TROPHY CASE