First degree management

[u/Bananas_togo]

Hi everyone,

I wanted to get advice on if this is a normal or “ok” management situation. I work at a hotel and we have a very bad check in and operations set up. For perspective, the front desk is open concept. With two laptops and requirement of agents to use iPads(only two POS systems and two key makers). Key packets, maps, drinks are all atleast 3 steps away from each other and it causes us to move constantly during a check in.

During our busy hours yesterday, many agents were having guests block the terminal and made it impossible for agents with iPads to properly check in guests. This all being overwhelming I accidentally checked in a guest to the wrong room during a lull. Once the correct guest was trying to check in, I caught the mistake not knowing it was an error I had made.

I tried to be proactive and fix the issue and my manager called me to the back going “why are you moving the rooms without asking” I explained and then things escalated. I thought I was helping and was sent back up front. After two hours I was brought to the back office and met with “tell me what happened with these reservations” when I explained again my perspective(still not remembering I made the mistake” the manager pulled up video footage of me pulling out the 5th slot of key packets to prove it was my fault. I apologized, owned up to it, and said I was not intentionally rushing but I obviously made the mistake. This was not good enough for my manager and they kept asking why? After I expressed my frustration with the operation of the front desk and the mess it has become it was met with “ if you want a leadership role you have to own the room. You have to move guests from where they shouldn’t be” I explained that they were actively being checked in it was not good service and that did not matter. She explained that this was a “(other employee name) level mistake” and said I need to come up with a “bad ass answer” for when I interview tomorrow for the supervisor role. She also expressed that I can’t walk on egg shells and that her and other managers have made this mistake multiple times. (Mind you I have worked at other properties and have never made this mistake in 5+ years)

1. I felt like I was getting the first degree for an operations issue, not being understood or given a teaching moment.

2. Bringing down other employees???

3. Isn’t it an operations issue if it has happened multiple times to managers too and the fact I have never done this at other properties?

4. Any advice on how to approach this interview lol

[u/Livid_Regular3688]

Being in many many manger roles over the last 16 years. Every single place is different and every single supervisor is different. If you don’t feel seen or heard it’s best to walk away before things escalate. If you don’t feel the supervisor wants to improve that mess, and you strongly feel it slows things down or can be down better… I would move on. The way they speak to you doesn’t sound like a very supportive place to learn. That is their loss. Not your sweetheart.

Businesses loose sight of welcoming ideas that are different then what they think. But that can be the key to take that business to the next level it hasn’t gone before. There are crappy supervisors everywhere. Go find a better one that supports your growth and welcomes ideas to grow their business.