Poor management and general lack of professionalism creates conflict between employees and guests.
Let me tell you about the first time I decided to stay in my room until check out and go have lunch at the casino.
I normally get up and leave early, but I decided to stay one day and have lunch
Planning my days activities I looked at the back of the door that clearly states check out is at noon. I planned to prep and clean my room and start to be out by 11:30 so that I could have lunch at noon.
At 11:30 there's a loud banging on my door that startled me, wondering if there was an emergency or what exactly was going on. I open the door to find a maid who looked at me and said are you leaving today?
I'm sure I looked a bit annoyed and said yes, and then shut the door and proceeded to pack and go to the front desk, on the way to the front desk, I realized in the main lobby, that day, there was a sign that said check out at 11 AM.
Don't you think maybe you should fix the signs in the rooms, that clearly indicate noon, before you have the maids come pounding on your door at 11:30?
I spoke to the front desk and said I can see now why a maid was acting like I was holding them up from doing their job.
I said maybe they should've said something to me about the checkout time rather than treating me like I was holding them up from doing their job.
They said that the issue was duly noted and would be addressed.
The second incident involving housekeeping was one day while I was running a little late I had carried most of my stuff out by 11:15 passed the maid who was in the way of my path of removing things from the building, was sitting in front of the door on a golf cart smoking a cigarette .
I proceeded to walk around her and clearly placed some luggage in my vehicle and went back in to the hotel to gather the rest of my belongings.
As I gathered the remainder of my stuff and was reaching for the door at 11:25 AM there was a pound on the door, from the same maid, to which I abruptly opened up the door and said what do you need and she said are you leaving and I looked at her and said trying not to be a smart ass. What's it look like I'm doing and then laughed.
It did make me think why are you acting like some room checkout gestapo agent and find it necessary to bother me or have any interaction with me when there's obviously other rooms to be cleaned?
And, of course, the third and most outrageous issue with housekeeping was they checked out and approved a room, then allowed me to move into a room full of mold. Room 308.
Let's talk about another scenario they've created through bad management decisions to place poor and improper signage in place, rather than properly identifying loading and parking zones.
They decided that you shouldn't park in the unidentified loading zone or fire zone areas and went about this in the most unprofessional manner and poor treatment of their guest.
Rather than painting and identifying these zones with either yellow or red paint and putting up proper code compliant signage to identify the areas and no parking.
They decided instead to make a homemade sign on a pole on a movable base that easily blows over in the wind. This sign was placed along the hotel and said if you park here, we will ticket you or tow you at your expense.
Please note that they did not bother to identify where the loading zone or the fire zones are located and put up this threatening sign to intimidate and bully people to do the right thing, with the sign being placed on one side close to the doors.
Most of the staff and people who stay in the building, assume that it only applied to the parking along the immediately front of the hotel.
So, after parking out-of-the-way out of the loading zone area I parked in a place that I felt was OK.
I had been parking in the same place for about five months before the sign on the opposite side appeared which I assumed did not concern me.
But, one day I'm sitting in my vehicle, listening to voicemails, enjoying a beautiful beautiful day and I hear screaming and yelling and look up to see a maid in a golf cart, 20 to 30 feet away from me, visibly angry yelling that you can't park there. I found it so incredibly rude and inappropriate that I thought to myself who are you not to stop and identify yourself and walk over to me and have conversation like an adult,
In disbelief of this interaction, I was only able to yell back before they drove away, Are you security? to which they yelled back no but I'm going to go call them now.
These are just a few examples of poor management decisions and lack of professionalism of the employees.
Frankly, I blame the management for these issues.
Both of these situations exist due to poor management or lack of management.
The end result is horrible customer service. read more