Behind the scene, true Hotel Tales

It feels like we’re the Knights of the Round Table. But, there’s only 4 of us; Federico - General Manager, Santiano – Front Office Manager, Charles – Housekeeper & myself.

It was 5pm & we were all seated in Federico’s office. Most of the time, we’ll be sipping coffee ☕️ at this hour & talking about the days activities which isn’t much for a 350 hotel room in the city. It’s always the same complains; late check in / room service undelivered / incomplete room amenities. There’s hardly anything exciting that happens to this hotel.

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NO! Not on this day. We had overbooked the hotel for a Student Group from St Jude’s University. This whole group had arrived since 3pm & we’re been issuing their room keys since then. However, we have guaranteed 320 rooms but as of this minute we only have 280 rooms available for them. The principal, Mr Rogers have been asking for the balance 40 rooms & he’s not a pleasant person when he’s angry.

Sandy, confirm the group. We need this business if we’re to hit our budget for the year. It’s the last 100 yards run for us. There’s no way we can get anything larger this last minute.
Siew Peng, get your reservation team to call every booking on these dates & reconfirm their bookings. If it’s not confirmed with credit card, release immediately.
Those were the instructions from Federico, still loud & clear in my ears as it had happened just 2 weeks ago.

We were out of ideas. We managed to secure 40 rooms from another hotel that’s just 10 minutes walk away. But how do we convince Mr Rogers in agreeing to do so. There’s a specific clause in the contract that the Client may refuse to relocate themselves and if so, the Hotel Provider must bear all cost for the entire stay.

Sandy, You go down with Santiano to handle Mr Rogers. Whatever you do, just handle him.
But, Mr Federico… What am I supposed to say to him ?
Sandy, just do it. NOW!

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I walked out with Santiano, full of disappointment towards Federico. Never would I expect my General to abandon his shipmates. Tears were slowing filing up my eyes, smudging my make up… I took in a big breath & brought myself back together. Santiano looked at me with pride. We can do this. What’s the worst that can happen ? Get public canning from the principal.

As we walked towards Mr Rogers, the worst happened. Mr Rogers was furiously mad, it was like the Gates of Hell opened right in front of us. Everyone was looking & I felt like I was in a Principal’s office, just that there was a whole lot of people watching.

It was then, the sound is siren rang from outside the hotel building. At least 5 fireman 🚒 came running into the hotel, heading to the lift…

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HEY !! I KNOW THOSE MEN !

That’s Chef Samuel, Chief Engineer Jameson and the rest were our Banquet Managers…

From the corner, I saw Federico coming out from the lift, running towards us… Only this time, he was drenched wet from head to toe.. Oh Boy! What’s that smell… Did he just walked out from the sewer 😱

Mr Rogers, I’m Federico, the General Manager for this hotel. I’m so glad I managed to catch you. As you can see, we’re having a major sewerage leakage problem in 2 floors. And unfortunately these are one of the 2 floors which we have secured for you. I’m so sorry that this is happening now. We’re getting the fire man to help fix & they assured us it will be done within an hour or two.. but that still leaves us with at least 2 to 3 hours to clean up the mess & air the rooms before your students can get in if you don’t mind the wait…. If not, I have another alternative. I’ve approached another hotel General Manager & they are able to accommodate your students this very instant & its only 10 minutes walk away.

Mr Rogers emotions changed from anger to gratitude at an instance. He thanked all 3 of us, apologising for all the trouble caused. As Santiano assisted Mr Rogers to gather his students for the relocation, I stood staring at Federico. Tears flowing down my cheeks… I was speechless which is rather uncommon.

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Federico turned & smiled…

*Now, we can’t use this trick all the time, plus this suit cost me a bomb

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I have mentioned in one of my post that I would one day share one secret of Hotel Tales… Hope you have enjoy this true story & next time if you encounter a similar situation, make sure you ask to see the floor itself before moving out.. 😎

This is a true story but the names have been changed to protect the true identities of the people involved