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Author: apacherose Two stars, 250 posts Old School Fool Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: of 49409  
Subject: Re: Hilton employee manager dilemma Date: 11/2/2013 12:25 AM
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Thanks for your advice. And yes, I am in a limited service property and I work at a Hampton, but owned by Hilton ultimately. It is only 1 person at front desk. I didn't want support for being wrong in my judgment error, but I only wanted some type of support in the guest's cruel verbal treatment to me. I didn't provoke or cruelly speak to guest after incident happened, to escalate incident. Speaking for myself, I would not have treated him or said to him, what he said to me, for something like that. I try to treat others the way I want to be treated. In the meantime, I have been working not to take things so personal from guests. And I agree - better to have 1 unhappy guest than 2. I was able to think clearly about that aspect of it, after the fact. I have been in customer service for 15 years and never had a situation like this, however 3 years have only been in hospitality. It just hit me though, that it's very possible that the supervisor is not capable of support - like going to a hardware store for bread. Again, thanks for the input, I do appreciate it.


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