The customer is always right. We have all heard that phrase but what if the customer isn’t right. I try to make sure every guest, coworker or visitor that I interact with is a positive one. There are just some times that your interaction contradicts what you feel is right or it impacts another person. That’s when you have a decision to make.
It is my belief that everyone is equal in my eyes. My first interaction with you is going to start with a smile and pleasantries and hopefully it ends that way. Most of the time it does. Then there are the other times.
I was getting off dinner break. I usually go for a walk to clear my head and I love to people watch (one of my favorite things to do). I wear an outfit at work that makes it obvious that I work for the hotel and I, occasionally, get stopped and get asked for directions or something about the hotel or casino. I am happy to answer their questions but the other week I was asked a question that I couldn’t believe I was asked.
Dick: Sir, do you work here?
Me: Yes, I do sir. Is there anything I can help you with?
D: Can’t you do anything about that (pointing towards one of our bars)?
Me: About what, sir?
D: The guy at the bar.
(looking over at the bar, I see 3 people sitting over there. Two men watching the basketball game and a woman playing video poker, the men don’t seem to be causing a problem and they are dressed decently)
Me: I don’t see a problem with either of the men. What is going on?
D: Not him, the other one.
Me: What other one?
D: The guy in the dress.
Me: I see a woman in a dress.
D: No, that is a dude, man. Is that what you want around here??
(ok, so we have a person who is offended by a hotel guest based on their sexual orientation. Big admission here, I knew the girl at the bar. I checked her in a couple days ago. Her name is Sarah and she is transgender. She is a sweetheart of a person and is always dressed to the nines. To me, Sarah, is a woman, not a man in a dress and anyone that refers to her as a him, a shim, or a dude in a dress, is offensive to me because it is offensive to her.)
Me: I don’t understand the issue, sir. She does not seem to be bothering anyone. Did she do anything to offend you?
D: Yes, he is wearing a dress. Why are you calling him a she.
Me: Ok, I understand now, sir. Let’s just walk over this way so I can discuss this with you further. Are you a guest here? Are you enjoying your stay?
D: No, I am staying over at XX but yeah, this place is ok.
M: Wonderful to hear. So here is how we can handle this situation. You may notice that I have walked you over to one of our exits. You can use this door to leave or your can stay and stop harassing our guests because I can guarantee that if you do or say anything to that young lady over there, the option of staying here is not going to be an option.
D: What? What did I do, he’s the freak!!
M: No, she is a person, you are an asshole. We like people in our hotel, we don’t like assholes.
(he stormed off and I went back to work. btw, if any of you read this and side with Dick… well I am sorry that you too, are an asshole and please stop reading the blog because well, I want people reading my blog, not assholes.)