Tag: hotel

Lift or Not to Lift

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To lift or not to lift seems to be a constant question on the hospitality groups I belong to like, Suite A$$ Service, Funny Hotel Front Desk Stories, and Hotel Manager Rants asking whether team members should assist customers medically. Examples being:

  • Should we have to help them out of the tub?
  • Do we assist them into a wheelchair?
  • Does our hotel have to provide a wheelchair upon request?
  • Can’t we help them get out of bed?

My knee jerk reaction was hell no, you should not. Why not? Doesn’t that goes against everything we do in the hospitality industry, which is to help our guests? The question begged to be answered more fully. To do this many factors should be taken into consideration when making this decision.

  • Cost

General Liability and Workers Compensation premiums are based on each industry and the department codes assigned it by the NAICS. As per EK Insurance, a respected insurer, these codes are used in determining conditions, exclusions and premiums.  

The code for Accommodations is 72. The code for Health Care Services is 62. The cost, both in premium if you render services that would fall under health care, or the damages if you allow your team to do so, without proper training or certification, causing injury to either party, could be significant.

Safety of Guests and Team Members

Have your team members been trained to perform these types of duties? In almost all cases the answer would be no. The Centers for Disease Control and Prevention, recognize that the act of moving a patient is difficult for trained personnel. This is especially true without the utilization of devices that assist in doing so safely.

Daniel Zwerdling, in his NPR Series, “Injured Nurses” , advises that even highly trained health care workers are often injured moving people. In lieu of this how can guests, owners and managers expect hotel team members to do so?

  • Medical Equipment required by the ADA.

Hotels often operate under the assumption that their franchise or Americans with Disabilities Act (ADA) require providing a wheelchair to guests. Jim Butler and the Global Hospitality groups’ Legal Blog says this is a hard no. I am not aware of any franchise that requires the presence and availability for guest use of a wheelchair. (Feel free to correct me if I am wrong.)

  • Maintenance and Service

An enormous number of moving parts are require service by the maintenance teams of the hospitality industry. If the title “Jack of all Trades” should ever become a superhero title it would belong to the maintenance crews. They are versed in light construction, plumbing, electrical, and vending machines. They master everything from commercial washers, dryers, ice machines, dishwashers, to the mundane coffee pots and blow-dryers.

MSKTC, out of Arlington, VA has published a “Maintenance Guide for Users of Manual and Power Wheelchairs”. This guide is very informative and necessary. It focuses on the importance and how to of proper maintenance to prevent injury. After all wheelchairs can not be expected to work perfectly after sitting in a closet for a year. Do you want to be responsible for the proper maintenance of these items?

  • What CAN we do to assist our guests?

Several options are available that do not put your guests, your team, or your bottom line in jeopardy. Special Needs Group is just one company offering the delivery and rental of accessible equipment. They provide such items as wheelchairs, power chairs, oxygen, and other essential items to assist the travelling medically challenged public. Make sure your team has the contact information for them or a local purveyor of such items.

Let’s address the request to physically assist a guest with mobility issues. Here are some practical steps to follow:

  • Stay calm.
  • Call 911. Let them know there is a guest that needs assistance.
    • Emergency personnel may be dispatched. Note* If the guest does not get transported, generally, there is no charge.
    • Inform the guest/s that you have requested emergency assistance.  
  • For a guest stuck in the tub, place a robe or towel over the guest for modesty.
  • Assure the guest and/or travelling companions that help is on the way.
  • Direct emergency personnel when they arrive to the appropriate room. Make sure you have a key ready to access the door.
  • Follow up with the guest/s to make sure they are alright.

They Are There

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Customer Service. When you are scared and in need of shelter from an abusive partner. They are there. Your name will be kept private, your room number will be guarded, They will keep you safe.

When nature displays its’ unforgiving reign upon your home and you need shelter and food. They are there. Warm meals, a soft bed, a phone to call loved ones, a hot shower to wash away the fears, a willing and sympathetic ear. They will reinforce your resolve.

When the world is disrupted, provoked by the most hateful of men and hearts. They are there. Doors will be opened, with only the need, not a request. They will feed you and those that are there to rescue and protect you. They will fortify your bodies.

When heaven has called for a piece of your heart. They are there. Details will be tended, dresses and suits fitted and pressed, flowers arranged in tribute, life’s and lord’s words copied in short time to comfort, savory and sweet will be laid for weary guests and family. They will lighten your burden.

When time serves joyous morsels upon your life. They are there. Champagne and rose petals abound with chocolates and well wishes. Smiles and laughter advance the merriment. They relish your happiness.

When you have shown great indiscretion. They are there. Messes will be cleaned, forgotten items safeguarded, profane words overlooked and coarse behavior disregarded. They will rise above your discourse.

They, we, are always there. Welcoming and serving our guests and neighbors in crisis, sorrow and joy. Service warriors everywhere, desk clerks, housekeepers, maintenance, servers, bartenders, cooks, clerks, technicians, janitors, delivery people, drivers, cashiers, laundry, dishwashers, clerks and many others.

I say thank you, because I know you are essential every single day. Helping is in you nature. You will never have the cool uniform or bask in the media’s glory. You will continue, you will work, you will serve. Please know it does not go unnoticed, at least not by some. Thank you.

I just wanted to make sure we all recognized what we and those around us do every day. My apologies, if I left out a job. I know many more are out doing what they do thru all of this, ranchers, farmers, truckers, postal workers, butchers, bakers, medical, utility, emergency services, corrections, military, fire, teachers and so many, many more. Let me know of a career I possibly missed. Want to make sure we recognize every one and what they are doing to keep our communities and country moving. Give a shout out to those you know and love below or on my facebook author page @tammymayhew,author.

The Name Tag Debate

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“Hello my name is (fill in the blank as etched on my name tag), how may I help you?” There had been a great debate among many of my team members and colleagues over my long career in hospitality. As per a recent conversation with some of my service warrior friends still in the trenches, this debate rages on. I had the privilege of working with incredible people under some equally amazing franchise flags, and it was always mandated that we wear a name tag with our full name or first initial and last name or vice versa. As a GM mine also had to list my title, which I also hated.

I had good reason and rarely, unless we were being inspected, wore my name tag. It was a painfully obvious testament to human nature that the difficult or grossly unreasonable customer would treat me better than they treated my team members. As soon as they saw my name tag their tirade and tantrum would turn to sugar plums and bonbons. Not fair. I wanted to be treated just like my team and let the chips fall where they may.

With good cause I went so far as to petition my franchise for a waiver to this rule, only to have that request denied unilaterally without consideration. One of my supervisors had garnered the attention of a very serious stalker, one who followed her children to school and would let her know that they looked pretty and what they had been wearing. He ordered twenty pizzas to her department and had them delivered in her name to be paid. He broke into her department store room. She did everything right, she went to the police, got court orders to keep him away, and everything that could be put in place was. We all know a piece of paper, no matter who signs is doesn’t always stop them and it didn’t stop him. Her orders extended to work and we took it very seriously. My entire team was unnerved and scared.

Because of this incident I petitioned to take one of the following steps in the way of a waiver to the rule:

1. No name tags at all

2. Name tags with false names (list of which kept in office so we would be able to identify a team member if need be due to a customer comment.

3. Only use initials

4. Only use first names

The answer was a resounding NO. Undeterred, I called the head of the waiver request team and implored for reconsideration given the circumstances. The woman I spoke with, who will remain forever anonymous, said that while she could not give me formal waiver approval, the inspectors rarely or never verified the name on the tag itself. The call ended with an audibly sympathetic wink and a nod. I appreciated her back door advice but was upset that this was the only option both she and I had in easing the justifiable fear of my team.

What do you think full, false or no name tag? Should waivers be granted case by case, with good cause or a blanket change to just first name? What has been your experience and did you find other solutions you could share to help other fellow compromised service warriors?

“Cuss” “to” “me” “rrrrr” Service!#$@*

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I do not, and never will, think it is a coincidence that the phrase customer service starts phonetically with the word “cuss”. How many times have, any one of us, been cussed at when an unruly or entitled “cuss”tomer or guest was trying to force us into giving them whatever they wanted, regardless of whether or not it was deserved? If you have been a #customerservicewarrior for any length of time, I would say plenty of times. At least it was for me.

I can honestly say I was never actually cussed at when a customer had 1) a legitimate complaint, and 2) handled it in an appropriate manner. You know why? Because when they did, as all great #customerservicewarriors, Tammy Mayhew handled the situation and fixed the problem to satisfy the guest or customer. The key here and I will repeat; the customer had a valid complaint and dealt with it constructively. All of us did the very best that we could and provided the very best goods and services that we could. When that didn’t happen, we fixed it.

Then there were the one percent of “cuss”tomers who for some misguided reason believed that throwing around a number of foul words with ever increasing ferocity and pitch would somehow turn me into their cowering, delusional and spineless fairy godmother. They waved their fists like a magic wand, replacing abracadabra with a fevered misplaced, “Fuck you bitch!” We all know calling someone a bitch, cunt, fucker, dumbass or idiot with a prefix of mother, stupid, incompetent or fucking never put anyone in the mood to bend the rules for anyone.

You would think that when this happened, we would all get to level the playing field and release the little bitch that had, with the foul mouthed rant, been awakened in our minds. The one running rampant in our head trying to find a way past the forced smile and trembling hands. Sadly this wasn’t the case, not if we wanted to keep our jobs. Instead we would half heartedly nod, endlessly explain, fane an apology, and clench or teeth behind our smile in an attempt to contain and control our ever whirling justified bitchy little alter ego.

I never allowed it to happen to my team, without consequence to the customer. I always defended them. Myself not so much. I was nearly born into customer service and with that I developed a very thick skin. Scraps stitched together from foul language, names no child should be called, words an empathetic heart should never hear. I lost myself behind the sales counter. Shielded from their words by a cold hard piece of marble. Lost but fine. Always fine. (Insert smile here) Until I wasn’t anymore.

Do not lose yourself, do not listen to their rantings, do not accept their abuse, do not doubt your ability. Do smile and feel it inward, do your job well, live your life better, know your worth, defend your teams, unscript your life. And most off all keep a card handy with the contact information of at least two of your competitors and when you get the foul mouthed, unreasonable, narcissistic “cuss”tomer happily send them to darken the doorstep of your competition. Everyone will be happier, them, you and your team. Your competition maybe not so much.

I would very often tell them, in my very best sugar-coated customer service voice, “Thank you for the compliment and for the vocabulary lesson.” This never worked to well in diffusing the situation but it would make me feel better. This was right up there with letting a bitchy older (but not obviously older) customer know I gave them the senior discount, without them asking for it. Tell me what skillful little ways you have responded to a foul-mouthed, unjustified bitchy guest, when simple kindness and information did not work?

Things I Will Not Do

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Things I Will Not Do for any customer. Long, long ago I once naively said I would do anything for a customer as long as they paid me for it, and the request was legal and moral. After forty jaded year in customer service, I could choke on those words. I learned that while those boundaries mattered to me, they didn’t always matter to my customers. You ever have that customer who wanted you to do something for them that you wouldn’t do for anyone else on the planet? I don’t know why I’m actually asking that question, because of course you have.

Here is a sample of the things I would or will not do for any customer. (Lord knows this list is not all-inclusive.) 

  • I will not give you your room service order if you answer the door naked. (I will laugh when I see the size of what you think is my tip.)
  • I will not lift your naked wet husband out of the bathtub. (This will not end well, as neither myself nor my team has been trained in convalescent care. We may both end up in the tub. I will call an ambulance to assist.)
  • I will not give you access to my security camera footage to spy on your girlfriend at the bar. (Not only will I not do that, you run the risk of me telling said girlfriend what you asked me to do.)
  • I will not let you go see a room unaccompanied.  (My hotel room is not your assured-to-be-clean public restroom.)
  • I will not babysit your children in the lobby. (If you are not interested in watching your little angels, what makes you think I am? I will promptly and always send them back to your room.)
  • I will not suffer your bad mood. (Your poor planning or life choices are not my problem—I just may make your bad day worse.)
  • I will not allow you and five of your closest friends to play a drunken game of full contact football in my hallway. (I will use my very best Catholic mom guilt-laden speech to scold and embarrass six grown-ass men.)
  • I will not refund part of your night’s stay after you have spent an hour in your room with your girlfriend.  (I will provide turn down service and leave those little mints on your pillow, so be a prince and pay for and stay the whole night.)
  • I will not let you taste everything on the menu for free until you find something you like. (I will charge you for all that you order, as, “I don’t like that” is not a valid reason to not pay for your meal. If you want a taste of everything, go to an ice cream shop.)
  • I will not allow you or your kids to bang on the fifteen-thousand-dollar baby grand piano in the lobby. (I do not wear noise cancelling earbuds to work. I will tell your untalented oblivious-to-painfully-annoying-sounds ass(es) to stop.)
  • I will not clean up after your furry family member when they shit on my lobby floor. (And don’t try and tell me that he is a service dog. I will gladly provide you with paper towels, cleaning rags, disinfectant spray and a smile.)
  • I will not marginalize my team, myself or my integrity to make you feel better. (I will value them and myself as much as I value your business.)

What crazy customer requests have you received and refused to do? I’d love to read them below or visit me at my facebook page @tammymayhew,author.