A question for hoteliers: Where do you draw the line?
A question for hoteliers: Where do you draw the line?
10 JANUARY 2020 8:11 AM

It’s a given in hospitality that employees are expected to be gracious and helpful to less-than-kind guests, but is there a limit to that graciousness?

I’ve made it no secret that I like to frequent the TalesFromTheFrontDesk subreddit, which is populated by a seemingly endless stream of (mostly) front-desk associates at hotels dishing on their most intolerable experiences with guests.

Anyone has worked even a little while in any job that deals with the public knows there is a certain segment of the population that relishes the opportunity to lord over people who are working to their benefit, sometimes to the point of cruelty.

The question reading all these stories continually leaves me with is “Where is the right point to draw the line for the benefit of hotel employees?”

Surely there are already rules in place—at least at most properties—to outright ban the worst behaviors from guests, like when they physically threaten associates or sexually harass them. But is the best option really for guests to grin and bear the mistreatment except in the most extreme cases?

The answer to where to draw the line surely is as varied as the hotel industry itself. Like any industry, the hotel industry has its share of bad employers who think guest abuse is just part of doing business.

At the same time, as an industry faced with a crisis-level shortage of employees that it can’t or won’t simply overcome with superior pay, does anyone really believe that letting guests treat your employees like punching bags will help their bottom line? That line of thinking seems shortsighted at best to me.

So once again, hoteliers, I put it to you: Where in your opinion is the right place to draw the line for the benefit of your employees? I’d love to hear what you think.

Let me know via email or on Twitter.

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1 Comment

  • misty3041 January 12, 2020 11:24 AM Reply

    You have to watch out on this process. In Idaho you can be fined up to 500 dollars every time you attempt to make or make your guest check 0ut then in again. One of the tax commission laws is the 30.day exempt rule. The rules states that when checking in you may provide a letter stating your stay will be staying past the 30.days mark for tax exemption the hotel does.have to honor any laws the set.forth by.the state, federal and or the tax commission. The law also states that a guest has the right to pay the first 30 days of taxes.and on the 31st day ask for the the money you paid in taxes back. This will violate that law by making impossible for the guest. A hotel.can check.them out every 28 days then back in bit that will not help you in court with for the but.can not force them to leave due to the tax comission. And you can and will be fined up to 500.00 dollars every time you attempt to do this. Thw only way to allow the guests to not become a resident is to n0t be an extended stay motel period. Only allow 2 week stay at max. And make sure you post it on your sites and above you check in desk or places where it can be seen. All motels are requires to register with their tax commission so this law does apply for all states I believe. Motel 6 and several others have been sued for this practice so all motel owners should talk to the their tax commission they are registered with before applying this process.

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