Workplace reviews and discussion: 豐和立股份有限公司

The salary is several thousand higher than at nearby hotels. During the period of government subsidies, business was extremely good and performance was strong. I also received a monthly bonus of 2,500 and a quarterly bonus of 3,000, as well as year-end and service bonuses. Most of the guests are families and tourists. The room rates are too cheap, though. There were several occasions when guests tried to scam the front desk. The manager taught us how to prevent fraud: collect the money before giving change, confirm that card payments went through successfully, and only have guests sign after the transaction slip has been printed. Some guests had insufficient balances and tried to scam the front desk, or put the money away before actually handing it over. They would deliberately ask you all kinds of questions to distract you. There were also several occasions when guests claimed they had seen room rates just over 1,000 and tried to book a four-person room on a Saturday to test the front desk. When we checked, it turned out to be the Monday rate for a single room—they were just testing whether you were easy to fool. We encountered all kinds of strange situations. There were also guests who insisted that someone be sent immediately to clean their room. As soon as it was cleaned, they would claim that their necklace was missing and demand compensation. The owner immediately called the police and checked the surveillance footage, after which the guest immediately said they had found the necklace. Therefore, the company now does not clean occupied rooms at all; we directly process a checkout and change the room, protecting ourselves and avoiding being framed. We also do not provide storage for guests’ key cards, to prevent being falsely accused. During a guest’s stay, we never enter their room or touch their key card, to ensure our own safety. Some guests are truly outrageous—they keep claiming that their phone was moved 45 degrees or that their quilt had been lifted. Come on, nobody had even entered their room! They only believed us after we pulled up the hallway surveillance footage for them.

The manager repeatedly reminds us not to immediately answer questions when we are unsure. We should say that we will check and get back to them later. Absolutely, absolutely, absolutely do not say the wrong thing.

The company has an exceptionally large number of guests who book rooms for short stays, because the rates are genuinely too cheap. Short-stay bookings also come with profit-sharing bonuses, and even part-time workers receive a share. Part-time workers on holidays also receive year-end bonuses.

The company has only three supervisors:

The manager oversees front-desk performance, service, and customer complaints.

The assistant manager handles the accounts.

The owner oversees housekeeping and cleaning.

There is not much of a promotion system, but the salary is pretty good! It is a small company.

At the front desk, you can learn how to open and close rooms and handle purchasing.

There is basically nothing to do before 11 a.m.

Starting at 2 p.m., we inspect the rooms.

From 4 to 7 p.m., we handle check-ins.

From 7 to 10 p.m., we start checking quotations and conducting market research.

After 10 p.m., there is nothing much to do except reconcile the accounts.

The morning shift is an extremely easy job.

There is only one person at the front desk, so you have to be very fast and clear-headed. You must handle check-ins, collect payments, process card payments, and issue invoices for 3–5 groups of guests at the same time (so you have to be very careful and confirm that every payment has been recorded). The guests also do not look at the parking-lot map in advance, even though it is clearly marked online, so everyone has to ask about it. You have to explain it more than 20 times a day.

Oh, right—you are not allowed to play video games, use your phone, or read novels while working.

Last time, someone was caught reading a novel and was called in by the owner that very day to be asked why they were reading. They were so frightened that they resigned that same day.

I thought it was hilarious! Isn’t the point of working to finish your tasks quickly? How could you have time to read a novel? What a bizarre person.