Part 2 Learning the Ropes– In the last installment, Yawa-Attah encountered a dissatisfied guest, Mr. Smith, who insisted on staying in his room beyond the check-out time. Despite Yawa-Attah’s efforts to follow the hotel’s policies, Mr. Smith remained adamant about his demands. The conversation revealed Yawa-Attah’s determination to maintain professionalism and adhere to the rules while trying to find a resolution for Mr. Smith’s concerns but without success. Mr. Aanani, who was in a crucial meeting at the time, stepped in to assist, inviting Mr. Smith into his office with a calm demeanor. Yawa-Attah wondered to herself if she could have handled the situation any better.
Yawa-Attah learned a valuable lesson when she couldn’t satisfy flight attendants who came to the desk to inquire about where a local film was being screened. This experience stressed the importance of staying informed and resourceful to ensure exceptional guest satisfaction.
Beyond the Ropes
Yawa-Attah knew that remaining positive and staying motivated would help her overcome the challenges coming her way, but she did not anticipate this particular challenge which threw her beyond learning the ropes!
Yawa-Attah was raised in a close-knit family in an urban environment. She was one of three girls, highly protected by their disciplinarian father, and among seven children. Growing up, the house was filled with laughter and the smell of traditional dishes, but also with a strong sense of duty and hard work. Yawa-Attah’s father had high expectations for his children, and he instilled in them the importance of discipline and perseverance.
This being Yawa-Attah’s first time in permanent employment, she intended to make the best out of it. Her dream was to occupy the highest position in the organizational structure of a big hotel. Despite her circumstances, Yawa-Attah was determined to carve out a path for herself.
Mr. Pascal, one of the many guests Yawa-Attah had become familiar with, invited her to his room under the pretense of discussing a service issue. To her horror, she found herself in a situation where she had to defend herself against an attempted assault. Quickly realizing the danger she was in, her instinct kicked in. She summoned all her inner strength and, finding a nearby object to defend herself, swiftly ran out of the room to the closest washroom. Yawa-Attah needed a private place to process her emotions.
How could she have been so naïve? She had just managed a narrow escape from what could have been a horrifying experience with no one else but a frequent guest she had shown much respect. Shaken with disbelief and fear, she questioned how a seemingly respectable man could make such an attempt after all the respect she had shown him. Yawa-Attah’s reserved and introverted personality made it challenging for her to address the situation or ask for assistance. As a result, she retreated inwardly, taking on the burden of self-blame and experiencing a profound sense of embarrassment and regret.
In this mode, a stream of thoughts flooded her mind:
- “I’ll never smile at guests, least I be misunderstood.”
- “I’m never going to wear my name tag again, so no one can know my name and bother me.”
- “If I hide behind the counter, no one will see me and I won’t have to deal with anyone.”
- “I’m going to start carrying a notebook and pencil, and whenever someone asks me a question, I’ll just write the answer and hand it to them.”
Her thoughts were becoming more ridiculous as she entertained them,
- “I’ll set my watch to the wrong time, so I’ll always be late and won’t have to deal with guests.”
- “If someone asks me for directions, I’ll just point randomly and hope they go away.”
- “I’m going to put a ‘Do Not Disturb’ sign on my uniform, so guests will know to leave me alone.”
“What am I thinking?! A ‘Do Not Disturb’ sign on my uniform? That’s absurd. I’m here to provide hospitality, not to hide away … I need to snap out of this.” Yawa-Attah continued to struggle with her thoughts.
“But what just happened… I don’t know if I can handle this. I now feel so vulnerable. What will anyone think about me?”
“No, I need to keep this to myself. I’ll just have to find a way to deal with it on my own. Maybe if I just pretend it never happened, it’ll go away.”
“But what if it happens again? What if… Ugh, stop it! Just stop thinking about it. You’re fine. You’re strong. You can handle this.”
In the course of the above inner monologues, Yawa-Attah convinced herself that she could handle the situation on her own and that it would eventually go away.
Yawa-Attah struggled to cope with the aftermath of the traumatic experience. In her determination to maintain a facade of strength and control, she mentally drew a fine line between herself and guests, vowing to be more cautious and vigilant in her interactions, regardless of who the guests were.
As she reflected on recent events, her belief that every guest had three faces deepened: the courteous facade they displayed, the hidden intentions they might harbor, and the true character that only revealed itself in moments of crisis.
Thank you for reading! Stay tuned for the next installment.
Disclaimer: This story is a work of fiction. Any resemblance to real persons, living or dead, or actual events is purely coincidental.
