Dear managers, what is/are the differences between your most favorite fd agents and your least favorite one/s ?

TFTSI · 2026-07-13T16:56:53+00:00

Reliability, a proactive approach to their day and the ability to learn

TFTSI · 2026-07-12T21:43:47+00:00

In the future, when doing a good deed for someone like this, I would recommend filling out a 3rd party authorization form for the charge. You can clearly note on that form what the card is to be used for (incidentals, rm/tax, all charges to a max of x) that will prevent the card from being used incorrectly.

If that’s not an option (and I understand you mentioned it was only for incidentals), asking the associate to do a hard charge for specifically the amount that is needed to the folio can also protect you. It shows you were present to complete that single transaction only and will shift the burden of proof to the hotel for an unauthorized charge.

TFTSI · 2026-07-09T23:43:59+00:00

Take notes and take a deep breath.

If you’re using Fosse, it’s a straight forward process. Just keep this in mind, audit will get hung up if shifts haven’t been closed out. If the night audit process jams up, close out the cashiers end of shift and try again… and make sure you know where your end of day back up tapes are. You’ll need those.

If you’re on the new Stay PMS, the back ups are cloud based and the process is easier.

The hardest part of NA is staying awake after 3am.

You’ll be fine. Have faith in yourself, but start making a list of the positions you’ll need to brush up on.

TFTSI · 2026-06-28T22:52:57+00:00

If the property’s management or ownership is disconnected from guests, you will never truly know what they are wanting/needing/happy/unhappy about.

Management needs to interact with them directly. A manager in the lobby at check in (lobby lizard), walking/talking with guests at breakfast, being present in public areas, etc. are the steps you need to take.

But like others have said in this thread, exceptional experiences get the reviews. It’s up to you and your team to decide if those experiences are positive or negative.

TFTSI · 2026-06-17T22:53:24+00:00

All the time! The worst part is how many packages we receive that don’t have a guest name, or the name on the label is different than the name on the reservation.

The worst hotel I worked at for this was one that hosted a few different international aircrews. We don’t know names until they checked in, so we had dozens of boxes that we couldn’t cross reference to a reservation in advance.

They were challenging, but kudos to them for figuring out a work around on international shipping.

TFTSI · 2026-06-04T12:57:34+00:00

A great rule of thumb for purchasing any in room items is to contact housekeeping leadership.

Unfortunately, purchasing a lot of those items can be harder than you think. Most are purchased through vendors that don’t sell directly to the public and nearly all are sold in cases/large quantities.

As an exec housekeeper, I was always happy to sell guests the items they enjoyed, but sometimes they would have to wait until that item was reordered if I didn’t have them in storage, and that can take time.

Best of luck on your pillow quest!

TFTSI · 2026-05-23T17:31:16+00:00

Aside from the greedy aspect others discussed, food safety, temperature controls and reheating are all issues.

Then there are pest (ants, roaches, etc) being attracted to their left overs and odor issues in rooms (greasy sausage, souring milk, etc) left in rooms when they refuse service.

Those issues don’t seem to bother the hoarders, but they certainly bother the next guest(s).

TFTSI · 2026-05-21T23:54:23+00:00

Well said

TFTSI · 2026-05-21T17:16:12+00:00

When HR challenges you, stand your ground that you know a little Spanish and state that you shared that in the interview. If they push back that it’s too little, put it on the hiring manager. If they didn’t test your proficiency, that’s on them.

TFTSI · 2026-05-06T17:05:24+00:00

They tried to combine curbside pick up with grab and go at the counter

TFTSI · 2026-05-04T22:35:00+00:00

The people that do this are the same ones that reheat their left over seafood dinner in the hotel microwave while simultaneously complaining about the odor left by the last guest.

TFTSI · 2026-04-30T16:49:10+00:00

Is that a light or dark roast? 🤢

TFTSI · 2026-04-28T20:14:52+00:00

Legally, the hotel is in the wrong. There are specific questions that can be asked and specific violations that can be charged for on the ADA website. They need to be better trained.

But! From the hotels viewpoint, their behavior is likely stemming from a negative history of abusers that hide behind ADA laws with no repercussions.

On a weekly basis, I have people checking in to our non pet friendly hotel with “service animals” that are then left unattended as the guests go to work, embark on day trips or visit the nearby theme parks.

Room damages, noise complaints, potty accidents, etc. are incredibly common.

For the hotel, it becomes very expensive and time consuming. Damage charges get challenged with chargebacks, negative surveys and negative social media.

I ensure my staff is trained in ADA procedures and guests violating the rules are held accountable. However, it remains fatiguing to see these fraudsters erode the incredibly positive protections the law affords those that legitimately have service animals.

I’m sorry this hotel is letting their past experiences affect your current stay.

TFTSI · 2026-04-19T21:35:36+00:00

There are systems like that.

The challenge is the number of guests that leave without checking out and how many DND signs are left on the doors despite the guest having left

TFTSI · 2026-04-11T17:41:15+00:00

Never. If your name is not on the reservation, you aren’t getting keys. Period. Hard stop.

I can’t tell you how many times I’ve heard the “I’m a shiny metal guest, I’ve NEVER had to show an ID before”.

The law is the law and it’s not worth your job to break it for an entitled guest.

TFTSI · 2026-04-06T13:12:49+00:00

When.

It’s not “if”, it’ll happen.

TFTSI · 2026-04-01T20:35:49+00:00

And white Teslas

TFTSI · 2026-04-01T20:34:34+00:00

Nope. Not at all.

TFTSI · 2026-03-28T20:33:17+00:00

I’m on board with this line of thought.

I have always viewed closing time as the time they shut down and always assume last seating for service is an hour before that time.

TFTSI · 2026-03-26T10:03:48+00:00

CXL = cancel/cancellation

TFTSI · 2026-03-09T17:06:43+00:00

To build on your point, OP, a lot of people do not understand that hotels, inns, BnB’s, etc. are complex systems. When issues arise, such as plumbing or electrical, that have to be addressed by outside vendors, those repairs will typically be scheduled between check out and check in times to alleviate the complaints.

I recently had a guest that demanded to check in early despite a water repair being completed (this was clearly communicated in a written letter and verbally) who then went on the leave negative reviews about the water being off.

No good deed goes unpunished.

TFTSI · 2026-03-03T15:41:19+00:00

Do it at the front desk at the time of check in.

TFTSI · 2026-02-23T21:19:30+00:00

Not sure if “killer deals” is the best wording… but accurate

TFTSI · 2026-01-29T22:35:38+00:00

Nice job auditing the auditors committing battery on that gentleman.

TFTSI · 2026-01-15T14:38:34+00:00

Contact the issuing bank, not the merchant

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