00:00We will send that right up.
00:03Good afternoon. Welcome to the Grand Meridian Hotel. How can I assist you today?
00:07I've stayed at far better hotels where staff actually knows what they're doing.
00:14May I have your reservation details please?
00:16Michelle Roberts, I want the best suite in this hotel. Not just a good room. The best.
00:21Of course. Let me pull up your reservation.
00:24And I don't want to wait around all day. I have things to do.
00:26I'll make this as quick as possible for you.
00:29Good.
00:30Alright, yes. I see that you have our deluxe suite, which is one of our finest rooms in the hotel.
00:35I mean the amenities.
00:36Just give me the keys.
00:41Someone in your position wouldn't understand what real luxury looks like anyway.
00:45Would you like someone to escort you to your suite and explain the room features?
00:49I don't need help from the help to find my own room.
00:53Is it always this warm in here? It's stifling.
00:56I'm happy to adjust the temperature if you'd like.
00:58Decor is just trying too hard. It's just obvious.
01:02I'm sorry you feel that way.
01:03Our designer-
01:04The hotel standards have really declined compared to other luxury properties I frequent.
01:09I truly apologize if anything doesn't meet your expectations.
01:12We have a spa, restaurant, a full concierge service available during your stay as well.
01:17A spa? I'm sure it's nothing compared to the ones I'm used to. Have you ever stayed at a hotel
01:23like this as a guest?
01:25Our spa has excellent reviews from our guests. If there's anything specific that-
01:30I'm sure everything here is just fine. That's the problem with places like this. They think fine is good enough.
01:37Well, we strive for excellence in everything we do. If you need anything at all during your stay, please don't
01:43hesitate to call the front desk.
01:44Right. I'm sure.
01:55Good afternoon, Miss Roberts. Is everything satisfactory in your room?
01:58No! Actually, nothing is satisfactory.
02:00I am so sorry to hear that. What seems to be the problem?
02:04Where do I even start? The room wasn't properly clean. There's dust on the furniture.
02:09I can send housekeeping up there immediately.
02:11The linens aren't even high quality enough. I can tell cheap fabric when I fill it.
02:16We use premium Egyptian cotton, but I am happy-
02:19And the view! Don't even let me get started on the view. It wasn't what I expected at all.
02:23I was promised a city view. The bathroom amenities are substandard. Everything about this room is disappointing.
02:30I understand your concerns. I can arrange for housekeeping to re-clean your room with fresh linens.
02:35And if you'd like, I can check if we have a different suite available with a better view.
02:40I absolutely will not pay full price for such terrible service and substandard accommodations.
02:46I'm doing my best to address your concerns, Miss Roberts.
02:48The check-in was slow. The room is inadequate. Everything about this experience has been a disaster.
02:55I'm very sorry that you feel that way. Perhaps I could-
02:58Front desk clerks like you are the reason the hotel industry has such problems.
03:03No attention to details. No understanding of what quality service means.
03:07I've done my best to address each concern as it arose.
03:10My manager would be happy to discuss any remaining issues if you'd like.
03:14Yes. I want to speak to the manager immediately.
03:17This is unacceptable. Okay?
03:22Neil, could you come meet us in the lobby? Thanks.
03:27He's on his way.
03:33Good afternoon. I'm Neil Patterson, the hotel manager. I understand there's been some difficulty.
03:39Your front desk clerk provided terrible service. She was inattensive to my needs and clearly doesn't understand how to serve
03:46guests of my caliber.
03:48I see. Can you tell me what specifically happened?
03:53She was slow. During check-in, she didn't properly explain amenities. And when I came back with legitimate complaints about
04:00my room, she was dismissive and unhelpful.
04:03Well, I appreciate you bringing this to my attention.
04:06Alison, can you explain yourself from your perspective?
04:11Well, I checked Miss Roberts in when she arrived. I attempted to explain our amenities before she preferred to go
04:18to her room quickly.
04:19And when she returned with her concerns, I offered to send housekeeping, provide new linens, and even upgrade her to
04:26a different suite if one was available.
04:28I see.
04:30Miss Roberts, while we value all our guests, we also support our hardworking staff members.
04:36And Alison here has been with us for three years and consistently provides excellent service.
04:42Are you saying you don't believe me?
04:44No, I'm just saying that Alison provided professional service. However, to resolve this situation, I'd be happy to comp your
04:51stay.
04:52But I wanted to be clear that my employee handled this appropriately.
04:57Neil, Alison, I need to tell you both something. I'm not actually a dissatisfied guest.
05:08I am the CEO of this hotel chain.
05:16You're...you're what?
05:18Michelle Roberts, CEO of Meridian Hotels International. I've been conducting undercover evaluations of properties to assess both staff performances and
05:29management support.
05:30This whole time?
05:32Neil, I have to commend you. You supported your employee even when faced with appearing to be a powerful dissatisfied
05:39guest who could potentially damage this hotel's reputation.
05:45I...thank you. I just did what I thought was right.
05:48And Alison...girl, you maintained your professionalism and dignity throughout this entire interaction.
05:55Despite constant criticism and unreasonable demands, you never lost your composure.
06:01I was just doing my job.
06:03No, you exemplified exactly the kind of service excellence this company strives to provide.
06:09That's just not doing your job. That's exceeding expectations.
06:15So...this was all a test?
06:17This type of undercover evaluation, it helps me understand how my hotel truly operates. How management treats both guests and
06:25staff in challenging situations.
06:28Too many establishments prioritize appeasing difficult guests over supporting their hard work and employees.
06:34You two show me what real leadership and real service looks like.
06:39I don't know what to say.
06:40As recognition for your exemplary performance, you're both receiving immediate promotions and significant salary increases.
06:49Wait, wait, wait. Sorry, Michelle, are you serious?
06:52Completely serious. Your actions today demonstrated the values and integrity I want to see throughout my entire hotel chain.
07:01Neil, I'm promoting you to regional manager overseeing five properties in this area.
07:08Allison, you're being promoted to hotel manager here at the Grand Meridian.
07:13A hotel manager? Me?
07:16You've earned it.
07:17You showed grace under pressure, commitment to service, and unwavering professionalism.
07:23Congratulations. You deserve this.
07:27Both of you. I...I can't believe this is happening.
07:30Believe it. You've both set the standard for how my hotel should be managed.
07:35I hope all the properties in my chain operate with the same level of professionalism and mutual respect that I
07:41witnessed here today.
07:42We will do our best to maintain those standards.
07:45I know you will. That's why I'm putting you in positions of greater responsibility.
07:50I'll be in touch with HR to finalize everything.
07:54Expect calls tomorrow morning with all the details.
07:57Thank you so much, Ms. Roberts. This means everything to me.
08:01Call me Michelle. And thank you for representing my company with such distinction.
08:07Keep up the excellent work, both of you.
08:16I can't believe that just happened.
08:18And neither can I. I thought I was going to lose my job.
08:21Yeah, and instead you got promoted to my position.
08:24I'm not going to miss working with you.
08:26Oh my gosh. We'll still work together just like on a totally bigger scale now.
08:30Thanks for standing up for me.
08:31Always. That's what good managers do.
08:34And now I'm going to be one.
08:37You already were. Now you just have the title to prove it.
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