Inside the Secret Lives of the Ultra-Rich: Shocking Tales from Luxury Hotels and Restaurants Revealed
Normally this isn’t a big deal. We’d comp them enough stuff like free spa passes at the 5* place and a meal and they’d be happy. They’re coming for some random conference that sold a huge block of rooms. They probably didn’t even know what hotel they were at or what type of room they were in.
As someone who works at a higher end hotel you get really, really sensitive to peoples’ body languages and you can tell when people are grumpy. Normally they’re just tired from a long trip or pissed at their spouse or something and it has nothing to do with you, but you can see it 100 yards away.
This guy walked through the door and was broadcasting his s****y attitude like there was a giant lighthouse light strapped on his head. Not only was he pissed off, but he kept making eye contact with me to let me know he was pissed off about the move and pissed off that he had to wait in line to check-in. I knew when he walked up that he was going to go off.
He gave me the typically s****y attitude interrogation. What’s going on? Why did this happen? Are you incompetent? Yadda yadda.
It was really unpleasant but I’m a pro. I was doing pretty good at the hospitality verbal kung fu and not giving him anything to be pissed off at me about. He started asking about the amenities of the hotel, looking for an opening.
Do you have a pool? Yes, sir we do. Here’s your key.
Do you have a restaurant? Yes, sir. Its really fantastic. Here’s a voucher for a meal on us. Would you like me to make you a reservation?
Do you have a spa? Yes. We have steam rooms, sauna, and a masseuse on contract. We also would be happy to take you to the 5* spa at any time. Here’s the number for our valet driver. What time would you prefer your appointment?
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