Hotel DENIES BLACK Customer A Room To RENT | Dhar Mann Bonus!
Summary
TLDRIn a dramatic hotel encounter, a man seeking shelter during a storm is initially denied a room by a judgmental receptionist, Janet, who assumes he's a vagrant. Despite the hotel's policy to never turn away guests, her prejudice costs her a job when the man turns out to be the hotel owner, there to present at a seminar. His personal history of being discriminated against fuels his policy, but Janet's actions reveal a stark contrast, leading to her dismissal and a lesson on not judging a book by its cover.
Takeaways
- 😔 The hotel receptionist initially refused to accommodate a guest due to the hotel being fully booked.
- 😕 The receptionist was dismissive of a guest's request for a room, assuming they were not a paying customer based on their appearance.
- 😌 Another guest's request for a room was granted despite the hotel being 'pretty booked up' due to a policy of holding rooms for emergencies.
- 🏨 The hotel has a policy of not turning away guests, especially in emergencies, which the receptionist ignored in one case.
- 💰 The receptionist questioned a guest's ability to pay for a room, making assumptions based on their appearance and attire.
- 🆔 The receptionist requested ID from a guest but did not do so for another, showing inconsistency in her approach to guests.
- 😡 The receptionist accused a guest of having a fake ID and made derogatory comments about their appearance and social status.
- 🤔 The guest pointed out the receptionist's bias and the importance of not judging people by their appearance.
- 😠 The receptionist escalated the situation by calling security to remove the guest, showing poor conflict resolution skills.
- 🏢 The hotel owner values hard work and has a personal history of overcoming prejudice to achieve success in the hotel industry.
- 🔥 The receptionist was fired for her actions, demonstrating the importance of adhering to the hotel's core values and treating all guests with respect.
Q & A
What is the main conflict in the hotel scenario described in the script?
-The main conflict arises when a man, who later turns out to be the hotel owner, is denied a room by the receptionist, Janet, due to her assumption that he cannot afford it based on his appearance.
What policy does the hotel claim to have regarding guests?
-The hotel claims to have a policy of never turning away guests, which is a principle the owner strongly believes in.
Why does the receptionist initially refuse to book a room for the man?
-The receptionist, Janet, initially refuses to book a room for the man because she believes the hotel is fully booked and she perceives him as someone who cannot afford the room based on his appearance.
What is the hotel's policy regarding room availability for emergencies?
-The hotel's policy is to always hold a few rooms for storms and emergencies, as stated by the receptionist when she finds a room for another guest whose flight was cancelled.
How does the receptionist's attitude change when she interacts with the second guest?
-The receptionist's attitude changes to being accommodating and helpful when she interacts with the second guest, whom she does not perceive as unable to afford the room.
Outlines
😤 Discrimination and Misjudgment at the Hotel Front Desk
In this paragraph, a series of unfortunate events unfold at a hotel front desk. A guest arrives without a reservation, seeking a room due to a last-minute trip and a dead phone. The hotel staff, however, informs him that the hotel is fully booked. Despite the guest's insistence on the hotel's policy to never turn away a guest, the staff member remains unyielding, even questioning the guest's ability to pay. A second guest arrives, also without a reservation, but due to a flight cancellation. The staff finds a room for him, citing a policy of holding rooms for emergencies. The first guest overhears this and confronts the staff about the discrepancy in treatment. The staff member then insults the guest, assuming he is a vagrant and not capable of affording the hotel, leading to a heated exchange about appearance-based judgments and stereotypes.
😔 The Consequences of Prejudice and a New Opportunity
This paragraph reveals the aftermath of the previous night's events. The hotel's owner is introduced, who is set to present at a corporate management seminar. The owner's background is shared, highlighting a personal experience of discrimination that motivated him to establish his hotel chain with a policy of never turning away guests. The narrative shifts to a confrontation between the owner and the staff member who refused service to the guest the previous night. The staff member is reprimanded for her actions, which directly violated the hotel's core values. The owner fires the staff member for her poor judgment and character, emphasizing the importance of treating all guests with respect and dignity. The scene concludes with the owner ready to begin the conference, demonstrating the hotel's commitment to its principles.
Mindmap
Keywords
💡Reservation
💡Fully Booked
💡Hotel Policy
💡Discrimination
💡Vagrant
💡Emergency Rooms
💡Judgment
💡Guest Service
💡Management
💡Ethics
Highlights
Guest requests to book a room without a reservation due to last-minute trip and phone dying.
Hotel staff informs the guest that the hotel is fully booked.
Guest questions hotel's policy to never turn away a guest, but staff insists they are fully booked.
Second guest with no reservation is accommodated due to flight cancellation and storm.
Hotel holds rooms for emergencies and storms as part of their policy.
Three single rooms are available for the second guest at a cost of $225.
Hotel waives the requirement for ID from the second guest.
First guest overhears and confronts staff about holding rooms for certain guests.
Staff expresses disdain for guests who appear to be homeless or without means.
First guest defends himself against accusations of being a 'bum' and requests to speak to the manager.
Staff refuses to call the manager and makes derogatory assumptions about the guest's financial situation.
Guest insists he can afford the room and challenges the staff's judgment based on appearance.
Staff demands ID from the guest, making biased assumptions about its authenticity.
Guest accuses the staff of racial profiling, which the staff vehemently denies.
Hotel owner arrives for a management seminar and is introduced to the staff member who refused the guest.
Owner shares personal story of being discriminated against at a hotel, motivating him to create a welcoming policy.
Staff member is fired for violating the hotel's policy of not turning away guests and for poor judgment.
Hotel owner emphasizes the importance of not judging guests by their appearance or circumstances.
Seminar begins with a focus on the hotel's core values and proper guest treatment.
Transcripts
have a good
night can I help you with something I'd
like to book a room please do you have a
reservation uh no uh it was a last
minute trip and then my phone died pick
some night didn't
I I'm afraid we're fully booked at the
moment are you sure doesn't this hotel
have a policy to never turn away a guess
are you kidding me I said we are fully
booked now I'm going to need you to step
aside please and thank
you hello sir do you have a reservation
actually I don't my flight was just
cancelled due to the storm ah well we
are pretty booked up tonight but I
should be able to find something for you
really that is great you're a lifesaver
well it is our hotel policy that we
always hold a few rooms for storms and
emergencies stuff like that and our
owner believes in never turn turning
anyone away especially on a night like
this one oh
yeah all right and you are in luck I do
have three rooms left they're all
singles is that going to be okay as long
as there is a roof to keep me dry I am
fine with it well that'll be 225 and I
do need a credit card of
course yep great thank you and my ID is
oh no that's okay sir I won't need to
see your ID
all righty there you are you will be on
the second floor just make a ride off
the elevator you can't miss it thank you
so much and thank you for making this so
easy for me oh my pleasure you have a
good night you
too
um excuse me uh did I hear you tell that
gentleman that you hold a few rooms open
for Times Like These we do hold rooms
for actual guests not for people like
than
you people like me sir we are a
five-star hotel we do not service bums
off the street
okay well look I know I look like a mess
but that's only because I had to walk a
mile from the airport and the pouring
rain and I couldn't get a cap sure look
I know a bum when I see
one okay look I am cold I am am damp I
am freezing I'm exhausted and I just
want to take a shower and get some rest
we got a big day tomorrow big day really
doing what collecting change under the
freeway where do you get off talking to
a guest like that that's just the point
you are not a guest here it's exactly
what I've been trying to tell you now
will you please
leave I'd like you to call your
manager I am not calling my manager he
will will take one look at you and fire
me for wasting his time besides even if
I did let you in you can't afford to
stay here why do you think that because
sir all of our guests here have jobs and
clearly you do not look you'd probably
be more comfortable staying at one of
the cheap motels across town you know
the kind that rent the room by the
hour I can assure you I can afford the
room huh please this doesn't mean
anything you probably stole it I am not
a thief fine I'm going to need to see
some ID you didn't ask that other
gentleman for his ID that's because he
wasn't trying to hustle
me have you ever heard of the expression
never judge a book by its
cover oh please this ID is so fake it
says you live in Beverly Hills someone
like you could never afford to live
there someone like
me you mean a black man excuse me that
is not what I said I am not a racist and
I am offended that you would accuse me
of such a thing well it's funny you
mention that cuz from the time I walked
in here you have judged me by my
appearance alone this has nothing to do
with race I am simply trying to do my
job and protect this hotel from vagrants
like you I am not a vagrant do not raise
your voice with me I want a room right
now that's it I've had
enough get him out of here now sir you
can either walk out of here or I will
drag you out I am not going anywhere
[Music]
[Music]
[Music]
oh hey boss I was just headed out to
Brave the monsoon all right drive safe
and get some sleep tomorrow's a big day
oh I just heard the hotel's owner is
going to be presenting at our corporate
management seminar tomorrow really
that's so great I know you want to
become a manager one day yes a good
impression at tomorrow's seminar will go
a long way it'll be an incredible
networking opportunity for you well then
I will make sure I am here bright and
early tomorrow morning to help you set
up good have a good night you too drive
careful all right just got word the
owner should be here any second oh I
can't wait to meet him oh look there he
is now hey there he is it's wonderful to
see you again ah thanks happy to be
herey that rain's over huh yeah uh
before we get started I want to
introduce you to Janet she's applying to
the management training course and has
been dying to meet you come on Janet
don't be
[Music]
shy so it's
you you two already know each other I
tried to uh get a room last night and
she didn't think I could afford one what
she had security kicked me out I had to
walk to a motel over a mile and a half
in the pouring rain I had no idea who
you were how could
I because a good manager doesn't judge a
book by its cover it's not my fault he
wandered in like a bum off the street
believe me you would have turned him
away too if you saw
him and that's the exact attitude that
made me open up my own hotels
[Music]
you
see growing up my family didn't have a
lot of money my dad always dreamed of
taking me on a vacation and staying in a
fancy hotel so he scrimped and saved for
two whole years to make that
happen but when he tried to check us in
the hotel refused to honor his
reservation they took one look at our
skin tone and assumed we couldn't afford
it
[Music]
that experience motivated me to be so
successful no one would ever turn me or
my family away
again so I studied hard got into a top
university and eventually graduated top
of my
class all while working double shifts as
a valet at the fanciest hotel in town
[Music]
my boss noticed my strong work ethic and
desire and took me under his
wing he suggested I enroll in some hotel
management
[Music]
classes after years of
saving I brought my first
hotel and within 5 years I turned it
into the national chain it is today
so you see the first policy I ever made
was to never turn away guest no matter
what they look like a policy you ignored
and because you ignored that policy I
endured the worst night of my entire
life last night all because you thought
I was the type of guest that couldn't
even stay in my own hotel please it was
an honest mistake no when you hurt or or
belittle someone that's not a mistake
it's a sign of bad
judgment and even poor
character don't you worry Mr Johnson I
assure you that we won't have this
problem
again
Janet you're
fired what please collect your things
and leave
no no I am not going
anywhere it's good what no
wait
please
no so there's
that all righty now
so let's begin the conference
[Applause]
[Music]
I
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