Tag Archives: hotels

False sense of entitlement: Case study #1

Three out of four days I work here I’m miserable and I’m ready to walk off the job. It’s not the job (wait, yes it is) but it’s also the people.

 

These people think they live on another planet, and they’re just visiting. These people have such a ridiculous sense of entitlement. I want to kick them in the balls/box and throw them down an elevator shaft.

Example:
I deliver an order to a guy (a bacon cheeseburger blah.) He opens the door. He’s wearing a red and black velvet houndstooth jacket, purple deep v t-shirt, white jeans and purple high top sneakers, topped off with a Hall and Oates style faux hawk /mullet. The combination of colors, style and grooming choices are horrendous. Bad hair, bad fashion, and bad music can literally cripple me at times.

I rush in, ‘Where would you like this sir?’
‘You don’t have to call me sir. I’m younger then you are. Wait, sorry man. Are we ok?’
‘Yeah, whatever.’ I put the tray down on the table.
‘So I got a big room. Spacious. Is this normally a room they give to a cripple or handicap? Ha ha ha.’
I grin. I wanted to say ‘if the shoe fits.’ But I knew better.
‘Sorry man I’m from New York I’m not really about PC you know, politically correct.’
Fucking dork.
‘Yeah haha,’ I force a laugh. Which by the way is one of the most painful things you can do to yourself, forcing a laugh is like forcing tears. It’s bullshit and ultimately doesn’t do anybody any good.
The New York I’m from, or the Los Angeles I’ve experienced this guy would have his ass beaten within an inch of his life.

-BY THE WAY (RANT TIME)

Being from New York meant something years ago. First of all ”I’m sorry I’m from New York.” Real New Yorker’s would never apologize for where they’re from! Period! And that’s a good thing! Old New York, FUCK YEAH!
It was ruff tough and violent. I left in the 90’s. It had a Great low brow artistic edge, Haring and Basquiat reigning supreme. Hip-hop like you still haven’t heard in ages. More political hip hop shit, not this hip hop hair band – youtube shallow ass shit. Alphabet city was the dope capital of the east side. The bucket lowers, you get the dope, crack viles littered the gutters I was smokin’ and kicking them all the way down the fucking sewer. You didn’t even need to say you were from New York. People fucking knew they felt it coming off of you.

 

Back to the current assholery-

 So I put the order down on the table.
‘Where you from man.’
‘A lot of different places,’ I answer darkly. He grabs the bill and backs away slowly,
‘Hey man, I’m really sorry if I offended you in any way.
The tip is included right?’
‘You didn’t offend me in any way and yes the tip is included. Says it right on the bill.’
‘Okay, I just want to make sure you’re getting taken care of.’
‘Oh yeah, I’m getting taken care of. That 20% there on that cheeseburger is about nine dollars, it goes into a pool, and gets split between six of us.’
We stood looking at each other for a moment he looked very scared he walked over to the desk and grabbed his wallet pulled out a $20 bill gave it to me and said ‘Hey man once again I’m sorry if I offended you in any way, here bro.’ I walked out and said nothing. I didn’t have too, I punked his ass without saying a word. That’s New York. That’s L.A. That’s being real.

 

ROOM SERVICE DURING AWARD SEASON

Well, it’s here, that self-congratulatory jerk-off fest and ass kissing extravaganza!

Film, music, and television award shows! Look I’m not trying to hate, I enjoy one or two shows here and there. But Jesus Christ it’s nonstop in this town! I would love if they gave an award for ‘biggest douche bag, biggest asshole, the biggest pain in the ass to work with, biggest ass, biggest man boobs…’

I don’t know, maybe if we get a little more creative, and a little more self-deprecatory maybe the general public wouldn’t take actors and celebrities so seriously. They seem to look at them as these monumental, incredibly important, amazing people. What’s worse though are the sycophants & minions that blog and report on said celebritards. And a lot of those people stay right here in the hotel. These are the flies buzzing around the secondary shit that is Hollywood. Based on the delusion that there’s any glamour in Hollywood, entertainment reporters would be the very lowest on that wrung. How do I know? Because I worked for an entertainment magazine (STAR) long enough to see what a load of stupid fucking tripe all that information and news is. But hey, I grew up in this town so I’m probably a little jaded.

Ok on with it.

Golden Globes Night.
I get a big order $860.00 rm. 412, knock knock.
‘Room service.’ The TV is LOUD; I hear audience laughter as well as heavy room chatter. A lot is going on in there. I sense douchery; I hope I’m wrong.
‘What? what? Who is that? Why are you bothering us! Come back later.’

I knock again and scream loudly over the noise, ‘ROOM SERVICE!’
‘Yes, Yes. Okay. Hold on.’ The door opens a Perez Hilton looking guy gives me a dismissive wave in. Fat dude in purple skinny jeans and deep v-neck with a wolf’s head print. I’m annoyed, right off the bat. Why do I have to be visually offended by your bad taste in fashion and your lack of physical exercise? I hate everything.

I go in, 10 or 12 people are huddled on a couch looking up at a wall mounted plasma screen. They’re consumed.
They’re desperate for a fix. They speak as if they know the celebrities intimately and personally. Using first names, or shortening the name or making child like names of the nominees.
‘Oh my god Patty (Patricia Arquette) is hot!’
‘Well Meryl is like that…’
‘Bobby D was up for that.’
‘And Well George (Clooney I suppose) is so blah blah…’
I’m totally ignored, and someone says ‘pause it.’ The poor man’s Perez replies, ‘Don’t you fucking dare, I need to see this in real time! Ok come in. Quickly please.’ At that point I move even slower. ‘Where would you like…’ I say slowly.
‘Oh god, just over there. Where ever.’

Then a chubby girl in skintight everything. ‘No no not there! Just leave it. Right by the window.’ She gets up with a grunt. ‘Nyuuhh, oh my this looks fan fucking tastic!’ Another rude chubby wubby on the Couch yells, ‘eat my quesadilla bitches and just see what fucking happens!’
‘Oh shut up Gavin!’ I back up towards the door, now I really want to get out of here. I feel my soul being sucked out of every orifice. The depth of this crowd resembles a dried out birdbath.

I leave the room. I look in the book, of course there’s no extra tip or gratuity. ‘Oh God you cheap assholes,’ I say under my breath as I round a corner. I bump into a bellman that’s bringing someone’s luggage to the lobby. ‘Yeah man,’ he says ‘this is the cheapest fucking crowd of the year prepare yourself.’ The next room, 516. Just tea. Small order smaller auto gratuity. I knock,
Room service before I can even finish the sentence a girl whips open the door,
‘Finally.’ she says. The room’s packed with wardrobe racks, and suitcases, and boxes, and shoes and high-end designer shopping bags, jewelry strewn all over the tables. I manage my way around the obstacle course of couture footwear and accessories. I give her the check.
‘Yes yes I’m here dressing and styling VIPs I’m sorry to be short, I just need things delivered very quickly.’
‘That’s nice.’ I say.
She grins at me.
I walk out.

Short & Sweet
The Grammys. In the great words of Chuck D of Public Enemy, ‘Who gives a fuck about a goddamn Grammy.’

More senseless awards for art. I will not be commenting on Kanye West, because I really don’t care. I haven’t heard the new Beck album either. I’ve never listened to music because it won an award. Seems like an Award just solidifies your self-worth as well as a future paycheck.
Most of the guests that I dealt with on Grammy night were too self obsessed to be dismissive or mean. Anybody that was of real importance was already at the show. At the end of any shift (regardless of the event that’s taking place) I usually laugh it off. And I realize that it’s not my career path and you wouldn’t get the entertainment of this lovely little blog, so I will be reporting more about this fantastic award season after the Academy Awards! And we’ll see you at the movies!

 

TIP BATING

Whether you’re at a job to make a career, or maybe you’re just there to make money while you’re trying to get your real passion or dreams off the ground, or if you’re some lucky asshole who has a trust fund, but the stipulation of said fund is that you work at least 30 hours a week to collect on it, such as a coworker, you want to get paid as much as you can.

In the food and beverage industry, you rely on tips and gratuities (above and beyond the shitty $9.00 an hour minimum wage) through providing courteous fast and friendly service. That being said, you do what you can to manipulate an extra tip whenever you can. BUT if the guest check already includes a 20% gratuity and you’re already getting a tip, ‘Tip baiting’ is a big fucking no-no. Management makes that very clear. It’s grounds for termination in some cases. BUT when you have to split that 20% with 6 other people in a 24 hour period (tip pool) it really doesn’t work out to 20%. It says this on the bill, yet people still ask, ‘is the tip included?’ Most hotel guests know this, but they ask to avoid tipping more. Therefore I tip bait and manipulate for more money through the most subtle (or outright) of gestures. Here are some examples;

‘Is the tip included?’  ‘Well, it depends on how you look at it. My personal tip isn’t on there. It gets split between me and 10 other of the staff.
(I always add more coworkers depending on my mood or how my night is going tip-wise. This works occasionally, and I haven’t been reported to management.
If I sense that the guest is drunk or high I will automatically say “no, unfortunately, the tip isn’t included.’ or, ‘I wish.’ 9 out of 10 times they tip. And tip well.
If a guest is foreign and has no clue how to read the bill, they sometimes ask me in broken English if the tip is included. I always say ‘No’ in that case. (Not my fault they can’t read English)
One foreign guest asked me, ‘Please, what is the proper amount for a tip, what percent?’ I said “Oh 30 to 40 percent, in some cases 50 percent, but please, it’s at your discretion. That was good for another 25%.

Then you have the people who are ready to tip you, they have the cash-out. Then they read that the tip is included and they say, ‘Oh it’s already included.’ and put the money in their purse/pocket. There is truly a special place in hell for these assholes.
I’ve also had another guest stand between me and the guest who is about to tip and says, ‘No need for that, the tip is included.’ These are ‘Tip Blockers’ The worst. Real douchebags.

A bellhop friend of mine likes to squeeze in a hard luck story On occasion while Taking luggage to and from the room. He says it’s usually good for a little bump. Another co-worker faked a speech impediment and he got a big cash tip. He suggested that I try that, or even limp like I have a bad leg or some other physical disability. If things don’t pick up around the holidays, I may just take his advice.

 

 

 

 

 

More Hotel Insanity

If you’re sick like just sniffly, well, the only reason why we care is that we don’t want to be around you. If you constantly verbalize your cold, flu, or allergies it’s really mundane and boring. Americans have some form of healthcare now! At this point in our current international climate, your little cold or allergies are whiny 1st world bullshit. No one truly gives a rats ass. And if they (the sick people enablers) cater and constantly kowtow to that shit, the little sickies are gonna’ leech on to that codependency and ride it into their golden years. I’ve seen it!

Anyway, so I deliver to a guy who orders quite frequently. This guy always has some story about his health. Mr. Harmon in 511. He has a different boy toy in the room every time I deliver an order. Most of them look like Santa Monica street hustlers. With their little backpacks and plastic bags of clothes and shit sitting on the couch.

Tonight’s delivery interaction;
I knock on the door. It opens, its dark, and smells like cheap stripper strawberry incense or oil.
‘How you doing Mr. Harmon?’
He’s about 6’2″ and really pale and bloated. He looks like Larry Bird’s estranged brother. And has an eerie fucking vibe to boot.
He throws his hands in the air theatrically.
‘Oh God, no Bueno! I think I caught a bad cold, Ramon is going to get me Theraflu.’ Ramon is grabbing his jacket and rushing out into the cold night.
‘I’m sure the concierge has it.’ I say.
‘No, Ramon loves to walk the streets. He’s been doing that for years.’ He turns on the light, I wish he hadn’t.

‘Listen I have this weird thing with my eyes, they keep going back-and-forth.’ He’s pointing at his eyes. ‘Have you ever had that?’ He’s moving his index finger back-and-forth between both eyes. I’m standing there watching this charade. Why oh why the fuck do I have to get a play-by-play of your present status Harmon? ‘We’ll have you?’ He asks again. ‘No Mr. Harmon. I’ve never had that.’
‘Hmm, yeah it’s a pretty unique thing. Well, the doctor gave me some promethazine, but I already took four Norco so I might not be good to mix them.’ Those were drugs that I used to use quite frequently, sick or not. ‘What would you do?’
Harmon asks. At this point, I’m in total ‘who gives a fuck’ mode. So I’m like, ‘Yeah go ahead and guzzle down the promethazine. You’ll get real drowsy and nod off, and then maybe your eyeballs will stop moving back-and-forth.’ He runs into the other room, ‘Hold on hold on,’ he says. Oh no, I just want to get the fuck out of here.

‘Mr. Harmon can you please sign the check?’
He comes running back with two small packages. ‘My housekeeper gave me these the other day. She gets them from some little bodega botanica place in East Los Angeles. They’re Mexican bath salts. Maybe these will help me.’
It’s probably not a good idea to drink the promethazine and then take the bath, right?’
‘Well unless never want to wake up.’ Which sounds like a great idea for either one of us at this point. ‘Ha ha ha. That’s funny.’ He signs and hands me back the bill. Well ‘pray for me by name!’ He says in a show tune like voice. I finally leave. I look in the checkbook, no tip. I feel like my spirit has been run over by a Stolen Cadillac Escalade.

Same night, two hours later. Simple order.
I’m delivering chamomile tea to a Mrs. Gordon, room 319. I’m taxed and tired.
I just want it to be over. Let this night be done. I knock.
‘Room service.’ No answer I lean in, I hear somebody scurrying around. I knock again. No answer, again I hear scurrying around. I knock louder. Still nothing.
‘ROOM SERVICE.’ Nothing. Jesus what the fuck. I kick the bottom of the door three times. ‘ROOM SERVICE!!’
‘Oh ok. Of course.’ I hear a droll voice say.

A frumpy depressed looking blonde 20 something opens the door. My intuition tells me another mundane, soul-sucking situation lies in my wake.
‘Just put the tray on the bed. Listen, I’m concerned. My sliding glass patio door won’t lock properly. Maybe you can take a look.’ I hand her the bill. She puts it down without signing it. That’s always a bad sign. I walk over to the door. It latches. No fuss no muss.
‘It’s fine ma’am.’ I walk towards the bill.

She looks over at the checkbook. ‘I finished a production job early, and I’m here for a couple of days. I’m so bored. What should I do? Don’t say the movies, Universal Studios or Disneyland. Those are stupid suggestions. I already got mad at the bellman for suggesting all that garbage.’ Her voice is high pitched like lee press on nails on a chalkboard, or metal patio furniture being pulled across concrete. I offer up museums, and exhibits, coffee houses, and quaint little hipster neighborhoods.

‘Boring. Boring.’ She says. ‘I need some action!’
‘Maybe go pick up an LA Weekly. You’ll find the back pages loaded with all kinds of activity.’
Her eyes lit up. ‘What are you talking about? Sex, S and M, sex clubs, prostitutes?’
That’s not what I’m talking about. God.’
I looked over at the bill, and made my way to the door. She signs it and is shaking her head.
‘I was talking about music venues, nightclubs, dance clubs. But hey, whatever.’ She growls at me and hands me the bill. I walk out. I’m done for the night. I’d rather fill catsup bottles or do some other form of side work then deal with these people. Just for tonight, I need to get my mojo back.

 

NIGHT SHIFTINESS

I’m not a morning person, or an afternoon person. Actually I’m not an any time of the day, or night person. I’m curmudgeonly and I’m jaded. I grew up in L.A. Whaddya want from me? It takes roughly 2 to 3 hours to muster a mild amount of patience and tolerance for me to even leave the house. I can get up and go if there’s a fire, a flood, or an earthquake, and even then it’s with some misgivings.

This is a qualifier for why I prefer to work swing or graveyard shifts. In most cases, these shifts attract a bizarre, creepy, and just plain odd individuals. I fit into all three of those categories. Let’s talk about the staff. The names have been changed, to protect me from these fucking lunatics.

Gerardo is the dedicated overnight man. He’s been doing room service for over 19 years. A pint-sized Filipino, with a mild speech impediment. He comes in at 11:30 every night and says the same thing, ‘Wush up, wush up, wush up?’ (What’s up). He never listens to or doesn’t care what the reply is. His next line is, ‘Ah, wuz bishee?’ (was it busy)? Again, he doesn’t care about the answer. Occasionally he will answer, ‘Oh is shat sho?’ (Oh, is that so) Gerardo’s sole purpose on an evening-to-evening basis is to get out of doing any sort of side work. I understand that it sucks, but it has to be done. But he is notorious for this, as even other employees have experienced.

There’s always side work, polishing silverware, restocking condiments and sodas, cutting butter, lemons, and limes pre-setting trays for deliveries, there is always things to fucking  do. But the truth is Gerardo has been here way too long and tries to delegate these jobs to me.

He says passive /aggressive things like, ‘Um can you focush on the silverwaresh?’ (Polish silverware, this seems to be something that he never wants to do.) ‘Run de florsh’ (go check the floors to see if there are any dirty trays, or morning breakfast orders hung on the door). I usually say the same thing every time he asks, ‘Your not my boss, I already did that’ or, ‘Gerardo you’re going to have to do some side work, there’s no way out of it.’

I mean, I come in at 5:30 and have been working my ass off. He just got there and he doesn’t want to do anything. I put him in check quickly, and if that doesn’t work, I just don’t do the side work and tell the supervisor he ain’t doing shit. They already know this though, and they do NOTHING.

One night I was coming off the elevator and heard him talking LONG shit about me to the chef, Julio. Something about ‘not doing my shares’. He doesn’t really wants shtoo be here, he wants shtoo write, we needs peoples thats are dedicated.’ I stood behind him and started laughing uncontrollably. Laughing like DeNiro playing Max Cady in Cape Fear. Julio walked away. Gerardo turned and looked at me with horror in his eyes. He walked away punching into the air. I didn’t care. I said to him, ‘So check this out Gerardo, you got something to say, say it to me, or talk to management Julio ain’t gonna help you.’ He immediately lied, ‘Oh no, we jush talking about 86’d itemsh, foods we ran out ofsh.’ I put him in check continually, but he forgets. Sometimes when it gets really busy, he walks in circles and tosses his hands in the air like a malfunctioning robot. He also freaks out if there are more than two orders. Some nights I’ve done 30 orders before even gets there, so I realize the silliness of this fear immediately. He also repeats himself constantly and loves top forty music. I listen to him drone on about “Taylor Shwifts, Maroons Fives and Iggyes Azaleas.’ By the time I leave at two AM, I seriously feel like I’ve been on a 72-hour hold in a psyche  ward. It’s a wonder I stay sober or sane.

Now let me tell you about Julio, the night Chef. A rotund 68-year-old Columbian man with a deep voice, an accent, a shady past and a limp. Julio comes in and depending on his mood will 86 (cancel) anything on the menu that he doesn’t feel like making. This he tells us after the guest has already called in the order. We have to call them back and say we are out of said item. Then he changes his mind and decides to make it. So you call the guest back again and say, ‘oh my mistake turns out we have it.’ This happens 2 or 3 nights a week and it’s so fucking maddening you want to throw hot grease on him or spray oven cleaner in his eyes! I swear to god it’s like working with your God Damn grandparents!

One night while I was waiting for Julio to prepare an order, he told me he was the private Chef for Pablo Escobar. He said that Pablo was an incredibly generous man, with a big heart, who really tried to help people. (I’m sure there are many folks that said the same thing about Hitler). He said cooking for the children’s birthday parties was always a fun time. Even though the kids were fat little-spoiled assholes. Once while preparing a dinner for the family, little Manuela Escobar was screaming and crying because the pony she got for Christmas had no wings, ‘she wanted a pony with wings,’ Julio pleaded. I laughed. Then Julio turned dark. ‘Months later at her birthday party, a man walked in with a pony that had wings.’ He went on to say that Pablo had the wings taken off an eagle and surgically implanted on the horse. To which Julio replied, ‘But you know, nature doesn’t play that game and three days later the pony died.’ I stood there aghast. he looked at me and grinned. “Oh, here, your chicken quesadilla for room 219 is ready.’

My days at the London Hotel were numbered. Essay #1

#2:00 AM London Hotel, West Hollywood.

I was walking the halls collecting trays, and picking up early morning orders left on doorknobs. As I made my way from floor to floor, I pondered all the decisions and wrong turns and I made in my life. Disastrous turns that led me up to my current position at 50 years old.

Sure, there were drug and alcohol incidents here and there, also some jail stints. There was also first-degree burglary, grand theft auto, possession of controlled substance as well as assault with a deadly weapons charges but all that was many years ago.

When I applied for this job, Jill Myers in human resources said The London was to do an intensive background check. Apparently, it wasn’t that intensive.

Truth be told, I lost all my hustle when I sobered up and I stopped doing hard drugs. Thank baby Christ I’m not permanently psychotic or paranoid. These thoughts were broken by a woman in a nightgown running and screaming coming down the hall straight towards me.

‘I left my key in my room, I left my key in my room! She looked distraught and flustered. At first, I thought she was dead on the reincarnation of Leona Helmsley, or the ghost of Leona Helmsley stuck in a Hell-like hotel purgatory.

Was it Leona? At 2 AM your mind really plays tricks with you. Think the Overlook Hotel but I’m way more passive Mr. Torrance.

‘Okay okay, ma’am. Ma’am, what is your name?’ This was the protocol. Simple enough.

‘What the hell does that have to do with it! Just let me into my room! That’s private information anyway!’ She seemed to be moving closer toward me. I started stepping backward.

‘Ma’am, I’m sorry I just can’t let anybody into any room without proper identification.’

Her eyes lit up, ‘Anybody, anybody? Into any room? I’m Sofia De Aragon and I’ve been staying at this hotel on and off since it was The Belage! How dare you!’

A door in front of us opened and a guest popped his head out. He took one look at Mrs. De Aragon and quickly went back to his room and shut the door.

‘That’s right! You mind your business!’ Sofia said as he bolted the door.

Suddenly I felt like a scolded eight-year-old. ‘Okay okay, I’m sorry. What room are you in? ‘Well that’s just it, I don’t know what room I’m in. They used to put the room numbers on the key, how the hell are you supposed to remember what goddamn room you’re in?’

‘Well, I guess we’ll have to call the front desk.’

She looked angry, ‘Well where is that god damn phone to even call them? We’re on the eighth floor! Do I have to run downstairs?’

I started moving towards the lobby of the eighth floor, I knew there was a phone there. I had to get away from this woman. I felt like she had stuck an invisible straw into my chest and was sucking the very last bit of life that was left in me. It had to stop. I picked up the phone. ‘Hi it’s Mike, In-room-dining attendant, I have a Mrs….’ I looked up at her, ‘Ma’am your name?’ She shook her head and whispered, ‘give me the phone, give me the phone.’

I attempted to walk away. Let them come up and let her into her room, or figure out what room she’s in. I just couldn’t do it anymore.

‘Hey where are you going? I’m in room 416 you need to let me in.’ We were both on the 8th floor. I don’t even know how she ended up on this floor. You need a room key to use the guest elevator to go from floor to floor. Which I don’t even have. And I was told under no circumstances were guest allowed to use the service elevator. I walked towards the phone called the front desk again. I hung up. Then I explained the situation to her and that she would have to wait here while somebody came up from the front desk.

She was flustered and upset ‘Why can’t you just let me in?’

‘Ma’am if you don’t have your room key we can’t get down the elevator to your floor, I don’t have access to that elevator with the key that I have.’ We both stood there looking at each other for a moment, but it felt like an eternity.

‘Well that’s absurd, what kind of bullshit operation are they running here?’ I walked away. She was saying things to me as I was walking away. They can fire me, they can discipline me, they can do whatever they want. Bottom line, I was not talking or looking at this woman for another fucking minute.