Posts Tagged being a manager

Don’t be a Scrooge This Holiday Season

No one wants a Scrooge staying at their Hotel

I’ve talked a lot about tipping before. Specifically about tipping the hospitality professionals that service you when you’re at a hotel. That’s an important word “professionals” we don’t do it for fun. OK…not just for fun. We do it to get paid as much as because we find some enjoyment from it (those of us that aren’t twisted bitter Gollum like creatures). I’m of the firm belief that tipping is one of the smaller expenses you encounter while traveling, but that doesn’t mean it should be ignored. Far from it, and the nicer of a place you’re staying at, the less of a cheap bastard you should be.

A fellow blogger and hotel worker, The Hook, had a recent post on this exact matter. Here is his post: The Hook’s Definitive Guide to Tipping and Service I recommend you read it if you travel even a little. Even if you’re staying at a Motel6 you should tip your housekeeper at least.

I left a comment on his post that I felt like highlighting here.

Don’t forget that tipping your Housekeeper, Concierge and the Valet is just as important as the Bellman. And the 55 cents you had at the bottom of your pocket and you dumped on the dresser and didn’t feel like picking back up before leaving doesn’t count as a tip for housekeeping, it should just count as littering you cheap douchebag. How much did your car cost? Or how much will it cost if the valet dings up your rental? Throw the guy a tip or park your own car. And you know how the Concierge knows about that really awesome restaurant they sent you to? They went and eat there, and only occasionally did they get some sort of “industry deal” to do it, and the hotel likely didn’t pick up the tab. They likely paid for it out of their own pocket, so that they could experience it, recommend it to you, and improve your vacation, throw a few bucks into the cause. If you don’t have cash hit the ATM. If you’re not willing to tip, then stay at a Motel 6 or stay home.
And I can’t agree more that you need to actually express to the Front Desk what your expectations and needs are. And it’s so much easier to accommodate those requests if you ask while you’re at the desk, before you get into the room. We’re not mind readers. But we are very good listeners.

It’s nothing I haven’t said before. But I think it bared repeating.

Lastly, I wanted to share these two pictures I snapped from my phone while checking rooms a couple of weeks ago. These rooms were right next door to one another, are identical in size and layout, and yet one was noticeably messier than the other, there was also one other noticeable difference.

You're a bad person if you do this.

All the piles put together added to a little under $4, which for the size of the room is descent. If everyone left $4 I wouldn’t have anything to complain about. This was just insulting because they don’t know that I’m going to come along, find this crap, scoop it up, and turn it into dollar bills for my housekeepers. I can’t even tell if they were trying to send a literal message or not. It doesn’t seem to spell anything to me. Seems more like coins stacked into a giant middle finger, or at least that was the message I received. It’s not like they were too lazy to go out, get dollar bills, and leave a real tip, this probably too more energy than that. And this wasn’t just the bottom change in their pocket that they dumped out the night before and decided they didn’t want to bother picking up. This was someone’s idea of a joke. One of my female staff said “That would be like a guy offering to buy me a drink at a bar and ordering a water!”

You're a rock star

This is far and above what they needed to leave. This person probably has worked in some sort of service industry in the past. Either that or has money and doesn’t mind sharing it around. Either way they’re awesome in my book. That’s a tip that says “I know there are some cheap bastards out there. I’m going to make up for it.”

Now does anyone want to guess which room was a bigger mess? The stacks of change or the $20 bill?

I won’t even dignify that with an answer. I think we all know what the truth is.

Good day to you.

I SAID GOOD DAY!

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Crazy Hotel Guest Story – Young Money

These aren't the stairs in this story. There's more cactus, steep falls, and dangerous scalding water.

There are unique benefits and disadvantages to working at an independently run hotel like I do now. I tend to think this story represents both sides of that coin.

One of the nicer units we have available at the hotel is a 2-bedroom full-sized house on the hillside overlooking the property. It’s a gorgeous unit with an even better view that overlooks the property, the pool and the rest of the town. It has a full-blown kitchen, fireplace, and is our most recently and fully remodeled unit. It used to be the owner’s house on property. The one downside of this spectacular unit is that you have to drive down from the hill to access the rest of the property. There is a path that leads down the hillside, but it’s rather precarious and isn’t exactly safe if you’re not familiar with it. That applies extra in the dark, especially if there’s booze involved. We told guest’s as they’re reserving that there’s no direct path from the unit and that you have to drive up and down the hill. When they check-in we told them about the path, but ask them to please not use it. I had been asking the GM and owners to build a locked gate across the head of the path since I got there. That has finally happened, but not before this little incident happened.

I was sitting at my desk answering emails when my phone rings with a call from one of the reservations extensions.

“The guests in the <hilltop> are on the phone. They want to talk to a manager about the path,” said my agent.

“What about it?” I said playing dumb.

Long pause. She’s not sure if I’m kidding or not. “Ummm…the pool told her she can’t use it. She’s been yelling at me for like fifteen minutes on the phone.”

“Yup.” Audible sigh. “Put her through to my desk.”

I have no doubt that she’s been screeching and saying all sorts of mean things to my agent on the phone, but when I answer her voice is all soft and sweet. I let her tell me about how much she enjoyed her massage and they love the room, but that she thinks it’s ridiculous that they can’t use the path down the hill.

I go through my usual lines about all the reasons that the path isn’t safe.

She says she should have been told when she booked the room.

I tell her that’s our standard practice when a guest books over the phone. Then I point out that she booked her room online and that the information about the path restriction is actually in the room description on our website and on her confirmation letter. That should really be check-mate right?

Well she didn’t read her confirmation letter. I apologize and tell her that I’m really sorry, but that I just can’t allow them to use the path.

“Well then I think we might just have to check-out because this is just stressing me out too much.”

Really? You can’t just let it go? Sometimes in life we’re just not allowed to do things. Does it really need to stress you out? Can’t you just let it go and enjoy all the other awesome things going on? Packing up your stuff and moving isn’t going to cause more stress? OK.

“I’m really sorry if that’s the case. Of course if you don’t think you can stay in the room as it is I’ll release you from the rest of your reservation and you can check-out early without penalty.” They had actually checked-in the day before and already spent a night in the room. This is a $500+ unit and I won’t be able to resell them at that rate, but it’s better than having them harp on me the rest of their stay. It’s a compromise where really no one wins.

“And you’ll refund last night too?” She asked.

I wanted to laugh. “I can’t do that. You already stayed last night. The best I can do is release you from the rest of the reservation even though we’re inside the cancellation policy.”

“I don’t think that’s fair.”

I knew I could be opening the door to disaster for myself, but I went ahead and asked “Was there something wrong with the room last night?”

“Well no.” Surprisingly she answered honestly.

“But…” of course “…this entire experience has just ruined my vacation.”

“I’m sorry, but the best I can do is release you from the rest of your reservation without charging you for the remaining nights.”

“Well if we stay will you give us a discount?”

Eye roll on my side of the phone. “I’m not willing to do that. If you decide to stay it would be at the original rate you reserved.”

OK, I probably could have bent a little bit here. Even if I took $100 off each night it’s still more than I would have been able to resell the unit for, and we wouldn’t have had to clean it an extra time. There were legitimate business reasons to do it. I was sticking to principles, probably a mistake, but I also had visions of giving her the discount and then them continuing to fight us on using the path.

“AHHH!” She screamed into the phone. “Fine let me talk to my husband. We’ll get back to you.”

She hung up before I could respond.

Five minutes later my phone is ringing again. This time it’s the Front Desk. “The gentleman from the <hilltop> is here. He wants to talk to you.”

Of course he is. I head up to the Front Desk, put on my best customer service smile and step up to meet the guy. He’s all worked up and goes off about how this experience has ruined their trip and that I need to do something to fix it. This guy is short and greasy looking to be honest. He and his friend both have a trailer park, red neck, white trash look to them. Their massive truck parked out front is new but also lifted with huge off-road tires.

Pretty much one of these.

The guy is loud as he talked to me, and overly casual, calling me “buddy” and “pal”. He also explains to me how they stay with us often (I’d seen their file, they don’t) and that he’s rolling in cash. And mentions several times about how he’s always getting horrible service from people because he’s young and has “new money” and tries to get me to say I have the same problem. I’m pretty sure you get horrible service because you’re a loud obnoxious jerk. This isn’t about money for him he keeps saying. Really? Cause it kind of seems like it’s a little bit about money.

I reiterate the things I’m willing to do for him that I had already told his wife.

“Well then I want to talk to your boss.”

Of course he does.

“Well he’s not here today, but let me see if I can reach him.”

“You do that.”

Great. I step into the back office and then out the back door and whip out my cell phone and call the big guns. I explain everything and he agrees with me 100%. However, he’s willing to give them $50 off their remaining night just so we don’t have to resell the room. That’s the smarter call, and the easier one to make since he hasn’t had to be arguing with the guest.

I step back up and present my offer.

“That just won’t do it. I want a full comp for tonight and a free massage for my wife.” He isn’t quite shouting, but his voice is very loud.

“I just don’t see that happening.”

“Well why don’t you see if your boss sees it happening.”

Great again. I excuse myself and go make the call. The resounding answer is “No way” as I knew it would be. My GM hates to negotiate in these situations, it just rubs him the wrong way.

When I step back up to the desk there’s another guest in the lobby now so I usher the man outside. I tell him that our original offer stands, and that if that doesn’t work for him then they’ll just need to check-out as we originally discussed.

This is when things turn really south.He goes back into the woes of being young with money and getting shit service, as he sits on the tail gate of his lifted F350. Not kidding. He tells me how his wife was upset with him last night and so he didn’t get laid, and that if I don’t give him something to make her happy now, he won’t get laid tonight. This is an entirely inappropriate conversation. Especially at the volume he continually speaks.

He keeps trying to get something out of me. His lowest “offer” being that he wants a free massage for his wife so that she can relax. I stick to my guns and he and his buddy head back up to theto decide whether they would stay or go. When I get to the back deck I find one the members of the owning family waiting for me. At that time he was also the maintenance manager, and he had overheard the guy talking to me out front about his trouble getting laid, and he wanted the rest of the story.

As I’m filling him in, the Front Desk Agent pops her head out to tell me about what happened when I stepped away the first time to call the GM. When I was out back on the phone she answered a call for a reservation and was trying to sell the <hilltop>. He was standing at the desk and heard her mention the unit’s name and started shouting to be heard over the phone, “Don’t do it! It’s not worth it.” repeatedly. She obviously didn’t sell the room.

That was the clincher for the owner. “That’s it. They’re not staying here. I’m kicking them out.”

“Really?” I say a wide smile spreading over my face.

“Yeah. Let’s drive up there.”

We’re just about to get into a work truck when the douche nozzle drives back into the lot in his massive truck. I point him out to the owner, let’s call him Delta for this, and Delta walks up to the guy as he rolls down his window.

“Hi. We were just coming to tell you that we’ll take the $50 discount and stay.” The guy said.

“Hi. I’m Delta one of the owners. We’d actually like you to check-out. We don’t need your business here. Please don’t return.”

“What? Really? Why?” The red neck sputters.

“I don’t appreciate your language in front of our other guests or trying to drive reservations away from us as we’re trying to resolve and issue for you. You have 30 minutes to check out.” Delta explains.

“Fine.” The guy said in what seemed like indignant astonishment.

“Thanks. We’ll bring you the bill for last night.” We turned to walk away.

The douche bag revs his truck and as he pulled out behind us he shouted, “I can’t believe they let fags work here!”

Delta looks at me and says, “If they’re still there in 30 minutes call the cops and have them evicted.”

Now technically I don’t know if we could have gotten away with that, but I didn’t mention that. I could tell Delta was really pissed now. And in that moment, Delta was my hero.

So I drove the bill up. The wife actually said as I handed her the bill, “Why does this always happen to us?”

Because you’re an idiot, and your husband is a huge ass hole. Probably mostly because of your husband though and all his “new money”. Too bad you can’t buy class.

Epilogue

Five months later I get a call from Reservations. It’s the douche bag and his wife once more trying to book a day at the spa. Their file indicates that they’ve been black listed by the owners. So I get to have the awkward conversation with them that they’re not welcome back on the property by the owners.

“So we can’t ever come back?” the wife asked.

“Not after your last visit. I’m sorry. Not as things are now. No.” I replied. I thought it best to make things as blunt as possible. Although I wasn’t really sorry. That’s just a reflex.

“Is there anything we can do?” her husband shouts over the speaker.

“Write the owners and see if they’ll change their minds. I can’t over ride the owners.”

I never found out if they wrote in or not, but last I checked they’re still black listed. Good for them.

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Crazy Hotel Guest Story – The Naked Superman

I’m exposed to far too much nudity in my line of work, and it’s never been enjoyable. In fact it’s been entirely male nudity as far as I recall. This is especially true at my current property where I’m as much involved in Spa Operations as Hotel Operations. Usually it’s because someone has passed out from one of our heat intensive bath treatments. Extreme heat and booze just don’t mix people.

This particular incident happened this last summer or spring. I know the weather was particularly nice, but hell it’s California, so that doesn’t really narrow it down.

I was just sitting down for lunch at my desk, deli sandwich and emails yum! When my cell phone started ringing. Being a manager I never really “clock out” ever. I’ve also been a line employee and had manager that were horrible about answering their phones whether they were on a break or not, so I take pride in the fact that generally my staff can count on reaching me by phone. I checked the caller ID and saw that it was a fellow manager, our Spa Supervisor who I will call Jelly Bean for a reason that only really makes sense to me and her. She would be quite annoyed if she knew that was her pseudonym actually. Perfect.

I answer the call. “Hi Jelly Bean,” I say with a forced smile in my voice.

“<Hotelnerd> there is a naked man lounging by the pond,” she whispers into her phone. For the record we are no a clothing optional facility.

“Ooookay…” Chuckle. Jelly Bean was still a relatively newly minted manager, in fact this might have been 2 summers ago now that I think of it. “Would you like me to come talk to him?”

“No….I can do it….” there’s strong reluctance and uncomfortableness in her voice though.

I take pity on her. I start standing from my chair. “I’ll be right there.”

It’s about a 30 second walk from my desk to her location. I get out there to find a gentleman sprawled out on a chaise lounge chair, his robe draped across the chair next to him basking in the radiance of the sun. Four chairs down from him sits a lone woman reading a book with a hand up to the side of her face to shield her peripheral vision from the site. Jelly Bean is on the other end of the pond so I give her a little wave as I approach the gentleman. As I approach, I can’t help but get the Full Monty as it were. I really didn’t need to know that this guy believed in waxing….everywhere.

I come up beside him and bend down to speak softly but firmly to him. “Sir. I don’t mean to disturb you, but we’re not a clothing optional facility. I’m going to have to ask you to put your robe back on. Please.”

He opened his eyes and looked at me, “Really?”

“Yeah, I’m afraid so.”

“Fine.” He sighed and rolled his eyes at me.

“Thank you. I appreciate it. Sorry to bother you.” I said and turned to walk away as he got up to put his robe back on.

Jelly Bean circled around her end of the pond and we met out of sight. “Thank you. I really didn’t want to get that close to him.”

I shrugged at her, “Not a problem.”

I walked back to my desk and had just taken a bite of my sandwich when my phone started ringing again. I glared at it accusingly where it sat on my desk. Jelly Bean showed up on my caller ID again. Great.

“Hotelnerd, he has the robe on now, but he has his legs spread straddling the chair and every time the wind blows a little the robe moves and exposes him again.”

Sigh. “I’ll be right there.” I was already out the door.

I repeat the trip over. Approach the gentleman again, but he’s readjusted himself before I could get there so that his legs are stretched out straight now, not spread and his robe is completely folded over him. I just keep walking past him, circle the pond and meet up with Jelly Bean.

“Did you go talk to him?” I ask.

“No he repositioned right after you hung up.”

“Alright well I’ll hang out for a minute to see if he acts up again.” I tell her and we step around the pond so that that it’s less obvious that we’re watching him. He must have felt our eyes on him, because he sat up, swung his legs to the ground and stood.

His robe sash WAS NOT tied shut. A gust of wind blew and his robe flew open, flashing the lady still 4 chairs down trying to read her book. I see her hand fly up again to shield her view. He could have quite easily gotten up the other direction, or tied his robe shut, or done any number of other things, but that obviously wasn’t his goal. He starts walking off down the boardwalk towards the rest of the spa, robe sash still untied and robe billowing out behind him like a cape.

“What’s he doing?” Jelly Bean says in outrage.

I’m wincing as I say, “I think he just gave us the Full Superman.”

I took off at a brisk walk after him. I have long legs and the distance disappeared fast. Yep, still not a single hair on this guy except on his head. Joy.

“Sir.” I’ve lost most of my pleasant courtesy at this point. “I need to ask you to tie you robe closed. You’re exposing yourself.”

“Fine. Fine.” He waves his hand at be before snatching up the ends of his robe sash and tying it closed.

“Thank you.” I say as he walks away.

You’d think his nakedness would end there. It didn’t.

I come up to the Spa Front Desk later and hear my staff there talking about a naked man.

“Oh you mean the one out at the pond that Jelly Bean and I dealt with?” I ask.

“He was naked in the lobby!” They tell me.

Apparently after interacting with me for the final time, he made his way all the way back to the locker room, disrobed, then came out into the lobby to ask the Front Desk where the bathroom was. You know….the one he walked right past to reach the locker room. Shocked they quickly directed him to the right door. After using the restroom, he returned to the locker room and put all of his clothes back on. I later found out that he came out into the lobby and was complaining to his friends about how he was trying to relax at the pond but we wouldn’t let him.

Really? Really!?! REALLY!??? I was more than happy to let you relax at the pond. You just had to keep your junk out of sight!

But from now until the end of time Jelly Bean and I will refer to a naked man at the pond as a “Code Superman”

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Eating a little crow on Thanksgiving

Not exactly the bird I wanted today

Earlier in the week I posted about my encounter with an Internet Troll via email and how I handled him. This post needs a little follow-up.

To be clear, while I somewhat enjoyed engaging in a semantic argument with the superior asshole and not indulging him, I probably should have indulged him. It just wasn’t great customer service, and it has come back to bite me in the ass. The Troll forwarded our email conversation to a property owner and I have since been chastised by my boss, and the owner is making efforts to try to recover his business.

While it felt great at the time to respond to him the way I did, it was a mistake. Not just because I poked the bear and got in trouble for it, but because as a manager in this business I have to represent the interests and reputation of the property owners and not my own all the time. If I was the owner of this property my response still would have been horrible customer service, but at least then it would have been my place to make that decision. To be honest, I might have responded the same way if this was my hotel. But it’s not, and I knew as soon as I hit the send button on that email that it was probably a huge mistake, and I should have known that it wouldn’t end there. Of course it didn’t.

In customer service it just doesn’t pay to respond to superior assholes in kind. No matter how good it might feel in the moment.

People always say, don’t respond to emails or texts angry. I think I’ll listen to those people next time.

You win this round Internet Trolls.

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A Day in the Life of a Hotel Front Desk Manager

I wish I could say this was an exageration of what can actually happen. It's not....

I was listening to the Nerdist Podcast Episode 139 with Neil deGrasse Tyson and one of the questions that Chris Hardwick tossed at Neil deGrasse Tyson was “Tell me about a day in the life of a scientist” or something to that effect. Neil kind of chuckled, much how I do when considering that question, because he doesn’t have such a thing as a “typical day”. By and large I can say the same thing, every day I show up to work, and outside of some basic responsibilities that go along with whatever shift I’m working that day I don’t ever really know what the day is going to throw at me.

Typically I get here, and if nothing else is immediately more pressing I check my voice mail and do my initial scan of my email inbox. In a day I receive 15 to 40 emails in a day that require varying degrees of my attention. For the record I hate voice mail, I hate voice mail at work and I hate it at home. Email and text is such a better way to get a hold of me. As I’m scanning email or immediately afterwards I try to touch base with any other managers that are around, especially my fellow operational managers. Often times they have some critical piece of information that is going to shape the rest of my day from staff being out sick, issues from the night audit shift, upset guests I might encounter, maintenance issues, or one of the owners running amok around the property.

Next up is my first walk around the property for the day (assuming that nothing more pressing jumps in my path). I’ve talked about this before, but I think I would go crazy if I was stuck at my desk or in meetings all day. I love going out to walk around the property and see it with my own eyes, it certainly doesn’t hurt that I work on a particularly beautiful property. On this walk I try to hit as much of the property as I can, not just my department, but the pool, guest areas, the spa, laundry, everything I have the time for. There are times that I can’t help but think of myself as Admiral Kirk touring the Enterprise at the beginning of The Wrath of Kahn. I shared this particular image with on of my staff one time and now she calls me “Captain” whenever she feeling like humoring me, or is buttering me up for something. On this first walk I try to survey as much of the property as I can and in particular I’m looking for anything that might be amiss, maintenance issues, staff (specifically uniforms), and littering (I pick up garbage all day long). More than looking for things that might be wrong, I’m also mentally settling into my day.

It’s after this point that I usually can’t tell what the day will hold for me next. Here’s just a sampling of what I had to deal with today.

  • People not staying in the hotel or visiting the spa that thought it would be nice to picnic on our front lawn with their massive dog (we don’t allow pets).
  • Relocating some guests that tried to sneak their 7-year-old into a room in a part of our lodging that is 18 and older.
  • Former guest upset about our $10 charge to ship some lost & found home to her. Apparently places she’s stayed always do it for free. Right. Sure they do.
  • Broken heater in a guest room after maintenance has left.
  • Guest that wanted to complain about the couple that brought their 7-year-old and we relocated. Wanted a discount even though we made them leave.
  • Guests with both glass and alcohol at the pool. Our pool is hot.
  • Two staff members missing their name tags.
  • It’s a holiday weekend and we’re running low on change.
  • Multiple people who want to talk to me about why their case is special and they should get an exception to one policy or another. Some got their exception and some didn’t.
  • Motorized housekeeping cart with a dead battery that we have to push back to base. Those things are solid metal and loaded with shit.

And some of those bullet points become a little routine, but even the routine ones are somewhat unpredictable. Every guest interaction is different and a bit unpredictable even if you’ve dealt with the same issue a thousand times. You just can’t tell how it’s going to go until you’re in it. That’s about it for today, but I still have about an hour and a half left. Along with that I’m answering questions from my staff and the staff of other departments, pitching in on phones, pitching in at the desk, slogging through my emails, doing more property walk around, staying in touch with the other managers. I can also be composing memos, designing procedures, writing employee evaluations or written warnings. And the property owners weren’t even here today to heap random projects on me. I only take short breaks to blog at work so that I can vent some steam quietly and not explode on people.

And I wouldn’t give it up for the world. I love working in hotel operations, and even when I’m a GM someday or if I become an owner even, I hope to at least have a couple of toes in the daily operations. At least I feel that way now, if it ever stops being fun then it’ll be time to run as fast as I can away from operations.

 

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Disciplinary Action

One of a manager’s biggest responsibilities is to dish out disciplinary actions when necessary. It’s a task that I never really thought much about before I became a manager. I’ve only ever received one written warning in my career, and it was pretty cut and dry, my cash drawer was short $50. It was my assigned drawer, when I wasn’t on duty it was kept in a safe deposit box, and the only time it got opened by anyone but me was when the general cashier and my manager did their monthly audit. The shortage wasn’t discovered by them, it was reported by me. I was pretty good about keeping my drawer locked when I wasn’t at the desk and regardless since the cash was assigned exclusively to me, anything that went wrong with it was my responsibility. I had made a mistake during my day and the hotel lost $50 cash. Automatic write-up according to the handbook. Pretty cut and dry. I took it. I learned from it, and I never had any further issues.

There are a wide variety of disciplinary actions a manager can take, verbal warnings (the ones that still get documented), written warnings, suspensions and eventually even termination. I don’t dish any of those actions out lightly, I recognize that everyone makes mistakes and when possible I try to use those mistakes as opportunities for improvement and instruction. I don’t subscribe to the practice yelling at my staff or chewing them out. I’ll admit in the heat of the moment, I’ve snapped once or twice, and generally that earns an apology from me once I’ve cooled down.

I’ve had to issue a lot of warning notices in my year and a half since I became a department head. It’s never the first tool in my bag, but just because I don’t enjoy handing them out doesn’t mean I’ll shy away from the process. The manager I replaced was well liked by the department, but also shied away from the process and she let a number of small issues fester and grow into much larger ones. I had to clean house to some extent when I got here, because I wasn’t willing to sweep problems under the rug. I hate each write-up or disciplinary action I deliver. I won’t say they’ve gotten easier. Each one is different depending on the circumstances calling for it and the employee that I’m dealing with. Most of them are routine, cut and dry type scenarios which really are indisputable, but every employee handles them differently. And even the ones that seem like they should be routine sometimes result in flaring tempers, arguments, tears and sulking afterwards. For my part I try not to dwell on them overly much after they’ve been issued. I deliver the write-up, always with a witnessing manager, submit it to HR to be filed and then I move on with my day. I don’t hold it against the employee any further unless it continues to be an issue or a pattern develops. It pretty much drops out of my mind as soon as I drop it off with HR.

I know it isn’t always the same for the receiver of the write-up. They have far more tied up in the whole process, not the least of which is their pride and ego over their own perception of their job performance. There’s also the fact that disciplinary notices are usually cumulative in someway, which means when you start collecting them it can lead to more severe consequences like suspension, missing raises or bonuses, and maybe even termination, all of which greatly impacts a person’s sense of security in the world. Who hasn’t been afraid of getting fired at some point? At least on the level of “What if I actually lost my job suddenly? What would I do?” I’ve called for staff members to be terminated before, and when it came down, no matter how justified it was, I felt horrible about it. It’s always my last option.

And let me say as a manager, how you receive disciplinary action really determines how much impact that notice will have on your career ultimately. While I try not to hold something like a write-up against an employee after it is delivered. How they handle it after walking out of my office matters greatly. Do they run off and tell everyone else in their department what happened? Do they pout and sulk all day? Do they let the issue calling for the warning continue to come up? I once had an employee that flat-out refused to sign their write-up or acknowledge it was happening. It was a pretty cut and dry tardiness issue where the facts weren’t in dispute. He did think that he was somewhat irreplaceable. That didn’t go so well for him.

I much prefer to see and employee try to learn from the issue that’s necessitating the action. Do they bounce back stronger? Do they own up to their mistake? I’d rather they not run off and tell everyone about their write-up, but if they do tell co-workers, are they doing it to be the victim and paint us managers as the villains? Or do they use it as motivation to help their colleagues avoid similar pitfalls? All of these ultimately speak loudly to how much I’m going to remember that write-up down the line and how much impact it will ultimately have.

Anyways, I had to hand out a couple write ups today to different employees. Both for the same issue. Both cut and dry situations. Both had wildly different reactions. And it put this topic on my mind. I doubt I said anything new or profound here, but I wanted to say it all the same.

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