Journals of a Hotel Manager

NYE: an evening packed with action until the morning.  Here is a rough chronicle of what occurred:

3pm                 Mr. Owner called to say that he decided to celebrate at home. HURRAY!  Called F&B to release his reserved table and assign staff elsewhere.

4pm                 Called Mrs. T, one of the leading local socialites.  She had screamed at the staff at her private party the previous night that the Oysters Rockerfeller we served were different from the recipe she was used to.  I managed to calm her down and promised her the best table of the house - the one usually taken by Mr. Owner.

5pm                 Cleared most of my email in preparation for the long  night ahead.

6pm                 Ran home to take a shower.  Browsed through my selection of suits, shirts, ties and cuff-links.  The last time I wore a suit was in Japan on a sales trip 5 months ago.  The pants still fit, great.  Started to sweat the moment I put on the jacket.

7pm                 Walked through the lobby of the garden wing.  Touched bases with duty manager.  Shook hands with all employees in sight, including kitchen and stewarding area, to wish them happy new year.

7:30pm             Mr. Owner changed his mind and decided to come to the restaurant anyway, with a party of 8: DAMN!!  His table had been given to Mrs. T.  Spoke immediately to F&B Manager and found another table at his least favorite restaurant.

8pm                 Walked through main lobby.  Shook more hands.  Sat down in a corner at the fine dining restaurant to taste their NYE menu with resident manager.  Eyes glued to the entrance.  Got up numerous times to greet guests and shake hands.  Restaurants were full: Good.  Food came out lukewarm: Not good.

9:30pm             Walk through back of the house to shake employee hands.

10pm               Mrs. T was delighted.  Everything was perfect, especially the best seat of the house.  Mr. Owner was also happy.  Phew!

10:30pm           Enter main ballroom to survey the set up for the NYE party.  Shook hands indiscriminately,  guests and staff alike.

11:15pm           Got yelled at by female guest with a pillow in her hand.  She was upset that she could not sit at a table with a RESERVED sign on it.  Explained to her patiently the meaning of RESERVED.  Staff had already set up a table for her especially at the corner.  But she only wanted that table with RESERVED sign.  It had a small sofa, perhaps the purpose of her pillow??  She was asked to vacate the table by three different staff since her teenage son was sleeping on the sofa.  She claimed that she felt like a second-class citizen.  I offered again to set up a table anywhere she wanted.  But she refused and said she was going to the beach.  I thanked her for the comment and let her.

Midnight           Fireworks set off brilliantly against a fairly clear sky and over a calm sea.  Mr. Owner turned to ask me “How much is this costing me?”

12:05am           Shook anything that looked like a hand.

12:10am           First glitch report of 2009 came in via Blackberry.  Guest complained that a glass of champagne of $20 including tax and gratuity at the party was too expensive.  We should have given free champagne.  He resorted to return to his room and ordered room service champagne instead.  He failed to notice that the party had free entrance, free 11-piece band, free fireworks and free gifts.  At least in the room he will have ESPN.

12:45am           Private tête-à-tête with Security Director to discuss what to do about the two skimpily clad ladies who may be soliciting business among the crowd.  They claimed that they had a room at the hotel, but could not remember the room number.  Highly suspicious.

2am                  In bed.  Set alarm to 7am for another day in paradise.  Suddenly realized that the year reads 2009.

© 2009 Global Hotel Nomad (SH)

photo courtesy riverson228 flickr.com