A shout out to all of our work legends

To be able to work in hospitality, and in this recent case, on reception, you must have many skills. To give amazing service, you must put in your heart, just to make those few seconds, minutes, or hours special while you are interacting with your guests. But in order to be able to look in the mirror and see a human being at the end of your day, you also must learn not to let the mean comments get to you. For some, it is not hard at all, for others, it might seem impossible to live by the "water off a duck's back" saying. 

It took me a great deal to get used to people looking down on me, and I still raise an eyebrow when some guests are trying to offend me just to attempt to get what they want, let that be a free stay, free food, a bottle of wine or just to let the steam off their chests. Most of the time it isn't even personal, they are just saying whatever comes to their minds, and I know, I just happen to be the person they have found with their anger. However, there are professional complainers who make a living out of this, and somehow they know just the right words to get to you.

I didn't even get upset or offended when a guest shouted down on the phone to me after he stormed out the hotel, refusing to pay. He demanded to speak to the manager, although he just did a few minutes before when he threw his keycards on the desk. 

"Who is in charge of the hotel today, hello?! Do you understand English?!" he shouted in his car while he was driving to his "most important meeting of his life he was running late from because of us". I assume - and in concern of his personal safety I hope - he was using his phone on speaker, the background noise was disturbing and his voice was fading away with every second word. He clearly knew, I do understand English, as I had a "lovely" conversation with him on the phone from his room earlier, and had no complaints then towards my language skills. I kindly (I mean how else can you speak to someone so angry, at the end of the day, this is what I get paid for) told him that the best person to talk to now is the Front Office manager, the very same one he has already spoken to and if he gives me a second, I will get him on the phone for him. With that saying, I put him on hold, and walked to the office to tell the manager that Mr Professional Complainer is on the phone, he wants to speak to him, since I apparently don't understand English. Then let out a big breath I was holding in when I was speaking to him and took a sip from my water.

I stood nearby while they were having that few minutes conversation on the phone. For my big surprise, at one point I heard my manager defending me, my capability to work at the hotel and my language skills. If you know me a little, you must know that the only thing that really makes me angry and offended is if someone is judging my English knowledge. I don't know why, it just really grinds my gears. So to hear someone taking my side against someone so unbearable harsh and loud, really did warm my heart.

After he hang up the phone I just walked to the manager, gave him a quick hug and said "you are my hero today". 

My honor was defended.

Moo.