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So I’ve posted a couple stories about my job. I’m basically the front desk for properties that don’t have a front desk. We manage everything from large resorts to Vacation homes. Most properties don’t have a front desk and check-in is remote. Instead of showing your ID to someone you complete Identity verification online or over the phone with me.
To be fair I did not handle this call well. Thankfully I’m not getting fired for it, I’m getting “an opportunity for coaching and improvement” aka laugh with my boss about it while we listen to the call.
5\*Chris calls in to complete his ID verification and he is hot from the get go and things do not improve.
Me: thanks for calling my job how can I help you?
5\*Chris: I just got told you might cancel my reservation and I need you to fix it
Me: Absolutely! Let me get the reservation pulled up and I’ll get you take care of.
5\*Chris: and just some feedback for you I’m stayed at hotels, vacation homes and 5 diamond resorts and I’ve never had to go through this process you should at least call or text someone because if I showed up and my reservation was canceled I’d be fucking pissed.”
Me:(I’m just not in the mood for this shit this morning so I let my mouth run) well I’m not impressed but if you didn’t respond to the email we would have started calling and texting you way before we got to a point where we cancelled on you.
5\*Chris: (losing his whole mind) YOU THINK I WANT TO IMPRESS YOU MUTHER FUCKER YOU SAD SACK OF SHIT \*Click\*
I disconnected with no warning. He can abuse someone else or call back when he calms down. Nope. not that luck he calls back right away and I’m the only one on the phones right now.
Me: Hery, Chris! I’m the only one on the phones. Would you like to complete your identity verification?
5\*Chris: You’re so sad bro you’re so sad that you don’t travel. I want your name and employee number!
Me: I’m Matt and I don’t have a number to give so sorry about that one.
5\*Chris: Get me your supervisor now you have no idea what you are fucking doing.
Me: That hurts, but I’m the only one here who can help you. Would you like to complete your identity check?
he finally lets me do the verification and he fails for because the cost of this trip is way outside his normal spending habits. I let him know he failed and he starts going off agina listing all the 5 star resorts he’s stayed in. I had to interrupt him I did and he starts going hohohohohohohohoh over me to keep me from speaking so I said
me: HOHOHOHOHOHOHOH 5 STAR CHRIS YOU NEED TO CALM DOWN!. We are not hosting you in any of our homes for this stay and moving forward you need to book with another company. Thank you so much for choosing My Job and good luck with your travel plans.
Later he called in again much calmer and gave us more info to verify him and he was allowed to stay. long story short don’t antagonize the people that can ruin your vacation. Just kidding I always go by unbiased data when making these decisions. But I had a huge shit eating grin on when he failed during the second call.
I work in Trust and Safety for my company and its my job to make sure we know who our guest is and that policy is applied without discrimination. Look for jobs with Trust & Safety in the title. if you work for a large brand there is probably a Trust & Safety team look for internal job postings.
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