Sometimes you’re just forced to do the right thing.
At the hotel today, we had a guest come down to check out a day early. For whatever reason, we hadn’t taken payment from her at check-in, (a big no-no, but some desk agents are a little lazy about some things). So when Cory let her know he needed payment from her, she claimed that she had paid already. Cory allowed her into our business center to check her balance online, but after a few minutes she just left the hotel.
He came back to where I was working and let me know that she’d skipped out on her bill. We discussed how it happened, and reiterated the fact that payment wasn’t taken right away, and shook our heads over how we try to get everyone to follow procedures, but sometimes they’re like kids and forget easily.
Since we couldn’t balance the folio, we left the room checked-in while we decided what we were going to do.
I went back to my admin work, he went back to supervise the desk.
It wasn’t long before he came back again.
“She left her wallet in the room”, he gloated.
“How do you know?” I responded.
“Because she came back and told me she had. And I told her that I couldn’t let her back up there until she paid her balance.”
We high-fived and celebrated our good luck.
The manager brought her up to the room, because of course she couldn’t pay without her wallet, and then he escorted her back down and straight to the desk.
Funny how things work out sometimes.