As requested, here is the interaction I witnessed Lisa dealing with San Lopez as well as my own dealings with her.
I was training to work the Host Podium with Lisa on December 15th and 16th. During that time Lisa received a phone call from a guest named San Lopez. From what I observed during this phone call Ms. Lopez was angry about a jacket and boom box that she was suppose to receive but hadn’t. I was standing at one of the computers helping a guest while Lisa was at the other speaking to her. I could hear her voice from that far and she was very angry. Lisa on the other hand, was polite and professional and apologized multiple times to Ms. Lopez about the situation. She tried explaining the situation with the shipping to Ms. Lopez, but I do not think Lisa was getting through to her. About five to ten minutes later, Lisa said that she would email and see is it was possible to get the items Ms. Lopez was wanting. Ms. Lopez still didn’t seem very happy and Lisa ended the conversation in a very professional way.
Lisa then put comments into the system on Ms. Lopez’s account explaining the situation and told me that in any interaction like that comments should be posted, and when the problem is fixed they should be posted as well.
On December 17th, I was working the podium while the Hosts had their party. Ms. Lopez came up to the podium and I immediately recognized her name. She asked for Lisa and I told her that Lisa was not available for the night as she was off. She got angry and stated that Lisa told her that she would be working that day (which was her USUAL day off as well as the day of the host party) and that she was supposed to have some items for her. I got her card number and pulled up her account to see if Lisa posted any other notes on the account. I saw that there was still the one note but nothing else.
I explained to Ms. Lopez that unfortunately she was not on property and that I would try to call her to see if there was anything I could do. Ms. Lopez did not look happy but said fine. I called Lisa but was not able to reach her, assuming because of the party. I told Ms. Lopez that I could not contact her but that she would be working the following evening. Ms. Lopez got very angry and told me that she had to catch the bus and would not be there and she wanted it fixed then.
I saw Allison (security) walking by and requested for her to check the host office for Ms. Lopez to see if possibly the items were in there with her name on them. Allison told me that there were not any items in the office for her. I called Julio (table games shift manager) to see if he could appease Ms. Lopez because she was very angry and I had exhausted all of my other options.
Julio took over and I am not sure what happened with the situation from there.
Ms. Lopez was rude to Lisa on the phone the first day, and me at the podium. Lisa tried hard to take care of Ms. Lopez, but in return received a loud angry tone of voice that people near could hear. My personal dealings with Ms. Lopez were not received very well either, until I called Julio over to take care of her. I feel that Lisa held herself in a very highly professional manner and should be complimented on not losing her cool to a guest that was disgruntled in such a manner that people nearby could hear her angry voice, not to mention that it was at the podium which is a bit loud of an area.
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Professional enough?
