Learning the Ropes Part 1: In the last installment, Yawa-Attah undertook a successful tutelage under the Front Office Manager, Mr. Aanani, building her confidence particularly in the back office of the front desk in administrative duties. Over time, she also became familiar with the routines and requests of the hotel’s frequent guests. As she was about to wrap up her 4-month morning shift and get ready for the mid shift (10 am – 7 pm) with her senior colleagues at the front desk during the later hours of the shift, she encountered some setbacks as the story unfolds below.
Learning the Ropes Part 2
Mr. Smith, then a one-time guest of the hotel had come to request to stay beyond the checkout time. Yawa-Attah anticipating a full house, recalls quite vividly her interaction with Mr. Smith.
Mr. Smith: I just got the news that my flight will arrive at 4:30 PM, but it was supposed to come at 10:00 AM. As you can see, I’m quite old, and it will be difficult for me to wait at the airport for such a long time. I would like to occupy the room till the afternoon.
Yawa-Attah: Yes, Sir, but as you know, our check-out time is 12:00 noon, and if you want to stay longer, you will have to pay for that.
Mr. Smith: What (in a loud voice)! What the hell are you saying? Why do I have to pay?
Yawa-Attah: It’s our policy, Sir. You will not have to pay the full day room rate.
Mr. Smith: Hey, do you realize I have settled my account already?
Yawa-Attah: Yes, Sir…but…
Mr. Smith: What but? Listen…hey, listen to me. I will not pay even a dollar for 4 hours. Are you deaf? I will not pay anymore. Is that clear to you?
Yawa-Attah’s heart raced as Mr. Smith’s harsh words echoed in her ears. Her hands trembled slightly, and she felt a knot forming in her stomach. She tried to maintain eye contact, but her gaze occasionally flickered to the floor, revealing her nervousness. Despite the tension, she stood tall, her posture a mix of apprehension and determination.
Yawa-Attah: Sir, I’m afraid if you want to stay longer than the check-out time, you will have to pay… (interrupting herself, she continued); It’s the rule for all guests.
Mr. Smith: I have been staying in this hotel for 3 days. Your service is so poor! I will complain about you!
Yawa-Attah: (confused about Mr. Smith’s responses, she decided to apologize anyway). We are sorry, Sir. After 12, you can leave your baggage with us and enjoy our lobby, and you will not be charged anymore.
Mr. Smith: Damn it! You people are mad. Listen to me clearly. I know how hard it is to earn money. I will not pay anymore for 3 or 4 hours.
Yawa-Attah: (trying hard to be positive) Sir, you will really enjoy our lobby; we have an exclusive place for you to rest.
Mr. Smith: No, never. I like to sleep in my room till 3 PM, and I will never pay anymore.
At that point, Mr. Aanani, who was in a crucial meeting with the GM and other visitors, walked onto the scene and invited Mr. Smith into his office with a very calm demeanor.
‘Could she have done any better?’ Yawa-Attah wondered to herself.
It wasn’t too long after this incident, when Yawa-Attah was manning the front desk alone at around 5:30 p.m., that she checked in a group of flight attendants. They seemed excited about something. Yawa-Attah, knowing well not to pry into guest affairs, played along to share their excitement by smiling warmly and engaging in light-hearted conversation. She asked them about their day and complimented their uniforms, making them feel welcome and appreciated.
Looking at how smartly they looked in their uniforms, she recalled how she once upon a time desired to be an air hostess. Her genuine interest and enthusiasm helped elevate their excitement, creating a positive and lively atmosphere at the front desk.
After about an hour, now dressed in their casual attire, the flight attendants, about eight in number, approached the reception desk to inquire about where a particular film was being shown in town. Yawa-Attah had no idea about the film, let alone where it was being screened. Without mincing her words, she simply responded, “I don’t know.”
The flight attendants’ expressions shifted from excitement to disappointment. Their faces contorted with disbelief, and their voices rose in frustration. Their previously animated faces now wore frowns, and a few exchanged puzzled glances between themselves. One of them sighed audibly, while another shook her head in disbelief.
It was clear that they had hoped for more helpful information. They couldn’t believe that a representative of such a prominent hotel wouldn’t have such basic information.
Yawa-Attah felt a wave of embarrassment wash over her, and she wished ‘the earth would open up and swallow her whole’. She realized that her lack of knowledge had let the guests down and tarnished the hotel’s reputation.
Yawa-Attah learned the hard way that saying “I don’t know” was not an option at the front desk. From that day forward, she paid attention to the advertisement section of the daily national newspapers, familiarizing herself with all the local attractions, events, and services advertised. She created a comprehensive guidebook that she kept at the front desk, filled with information about the town and its offerings.
Yawa-Attah’s embarrassing encounter with the flight attendants became a turning point in her career. It taught her the importance of being well-informed and prepared, and it helped her become an even more valuable asset to the hotel.
Further, Yawa-Attah, through several other service encounters like the above, was beginning to form the opinion that every guest has three faces, before she stumbled over a Japanese proverb depicting her discovery about people: ‘people have three faces’.
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.
