While on vacation this 4th of July, my husband and I decided to stay in a hotel with Hank on our drive down to Oregon. No problem, I had researched some hotels that would take our large dog (which I never get because he’s old and lazy and I’ve seen 10 lb dogs do a lot more destruction…). I got on my phone, called the hotel made the reservation, mentioned my large dog, no problem, all set. Fast forward to 10 pm when I arrive at the hotel…No record of a dog on the reservation, and the only dog friendly room left is a smoking room, so not going to work for us. The gal at the desk says she can call her manager, no answer. “sorry, he didn’t answer.” Sure, so if you need a manager to make any decisions WHY ISN’T THE MANAGER ON DUTY RIGHT NOW!???
I’m NOT happy as I’m sure you can imagine. So, we drive across the street to another hotel. I knew they had some pet friendly rooms, and recalled they may have a size limit. I go to the front desk, and explain my story. No problem, pet friendly, non smoking, you’re set. OH but they do have a size limit. So she calls her boss who doesn’t answer. Then she says “you know, I see dogs way over the weight limit here, if someone stops you just tell them I said it was fine.” And off we go to our room where Hank is the perfect hotel guest (except for hogging the bed) and we had NO PROBLEM. And now I’ll always find a way to stay at The Holiday Inn, screw you crappy Days Inn.
Here’s the thing: you need to empower your employees. If only a manager can make the call on something, then you need a manager around. But that front desk gal at 10pm on a Wednesday night knew that Hank would be fine, and just wanted to go to bed. She knew it wasn’t the end of the world to stretch the rules 35 pounds. EMPOWER, don’t let them place blame. If you can’t trust your employees, then you need to work the night shift.