Thats how you handle a problem

My afternoon shift: 3pm til 11pm

Okay~ A guy checked-in by me at 9.30pm with $100.00 deposit. Fine~ He brought a young girl with him, she looked scared & naive and this guy looks 'hungry' and ugly. Fine! Let other authorities handle that.

My relief shift: 10am til 6pm

I answered this call from the housekeeping. She's calling from Room 701, she said that the minibar has been consumed: 1 bar of chocolate @ $3.00 and a coke @ $2.50. She asked me whether this room had been checked out. But then said, "No". Then she said "But there's no other belongings inside". For a moment there I thought this guy just goes out from the hotel without really checking-out. I was damn scared bcoz with the $100.00 deposit we cant cover the expenses. His total expenses is $99.00 for the room & $6.05 (which includes 10% service charge) so his outstanding bill was $5.05.

I've waited the guy until 11.30am, finally a representative from him came. Oh boy was I happy :D

The Guy's friend - "I wanna check out my friend, from this room"

Me - "Sure, Sir. I will print his bill." "Here you go sir, his outstanding bill is $5.05"

The Guy's friend - "Eh, I was told that the room cost at $60.00" (in malay)

Me - "No sir. Your friend checked-in at night therefore he is liable for the rack rate which is $90.00 per night and with 10% service charge it is $99.00 Sir unless he checked in the morning 7.ooam and check-out at 18.oopm where he is entitled for a day-use rate which is $50.00 Sir".

He tried to argue with me with the room price. But now, he tried to argue with the mini bar consumption. I tried to explain him with the minibar consumption....

The Guy's friend - "My friend said he did not consume anything from the mini bar"

Me - "Yes he did Sir. Because you see Sir, our housekeeping keeps count of the stock in the mini bar Sir. Therefore, when there's only 1 chocolate bar in stock while the actual total is 2. This means that your friend has consumed a chocolate bar. This goes the same with the Coke Sir".

The Guy's friend - "Yes, yes. I will try to call my friend". They talk then he hanged up. "Ok, I dont have cash with me right now. Im gonna take it now".

Me - "Sir, please write down your friend's handphone number in the registration form".

The Guy's friend - "Au, inda ku lari ni".

So Im guessing he lied to us in the first place about his friend was in Bandar already when actually he was just outside the hotel, in a car maybe? Then he came back with the money. Alhamdulilah! If not ada kan ku pikirkan....

Then my supervisor....walk up to me..

"Congratulations Nisa *shakes my hand*, this is how you handle a problem". "I like the way you argue with the man about the housekeeping-maids who checks the stock after the guest left".

LOL! Kambang ku selajur, all this while they (Supervisor & Operations Manager) were listening to my arguments with this man. I dont mean to eavesdrop but I heard my supervior said "This girl is so argumentative eh". Sekali sekala....kambang :P

Good nyt...assalamualaikum :D