Hotel Guest Gives A Negative Review After Seeing The Front Desk Employee At A Bar

Front desk officers have to deal with all kinds of customers.

The hospitality industry is one of the most competitive industries worldwide, where the level of customer service and satisfaction is paramount. A hotel’s front desk employees are the first point of contact for guests, and they set the tone for the rest of their stay. Unfortunately, one guest’s experience turned sour when they witnessed a front desk employee drinking in a bar after work, leading to a complaint that resulted in the guest being put on a “Do Not Reserve” list.

The incident began when a guest made the Front Desk Officer’s complaint while he was on his off-time. The front desk officer had been working at the same hotel for three years but he received no complaints. Even his boss was shocked to hear about the complaint and they had to do their research to verify if the complaint was true but it was not. Scroll down for the complete story.

OP has been working at a hotel for three years and has never gotten negative reviews.

OP has received one complaint in three years.

The complaint was made while OP was off from his afternoon shift. He was at a campus pub with his college friends.

OP had a great time at the pub and his designated driver roommate drove him back to his apartment.

OP got into work after two days and saw that his boss was still at work. Boss wanted to speak to OP.

OP’s boss was not mad and showed him the review.

OP’s boss asked him some questions and OP told her that he went to the bar after his shift and the name tag was off.

OP’s boss reached out to the guest who made the complaint and the guest told his boss that front desk agents are not supposed to be drinking even off the clock:

OP’s boss told him that he can do whatever he wants in his own time and the review was removed and the guest was added to the “do not rent” list.

This incident highlights the challenges that hotel management faces when dealing with guest complaints, particularly those related to employees’ behavior outside of work. While it is essential to maintain a positive image and reputation, hotels must also ensure that they handle complaints in a fair and appropriate manner. The hotel management did the right thing by putting the guest on the DNR list because their complaint was unjustified.