Broken English or Broken Etiquette? When Common Sense Checks Out at the Front Desk
In the hospitality world, the front desk is where rubber gloves meet the red carpet. It’s a crossroads for every flavor of humanity: the road-weary, the excited, the eccentric, and, sometimes, the downright baffling. But as a recent viral Reddit post from r/TalesFromTheFrontDesk reveals, it’s also the stage for a question that just won’t die: Is “common sense” still a thing, or has it checked out for good?
Let’s set the scene. A hotel manager (u/2catswashington) is interviewing a candidate for a front desk position. During the process, another applicant calls in and speaks to the manager’s current agent, who’s from Ghana. The agent has an accent, but her English is perfectly clear—unless, apparently, you’re the caller. He claims he can’t understand her “broken English” (ouch) and repeats the complaint even after being told it’s just an accent. The manager then takes the call, experiences no such difficulties, and promptly moves the applicant’s resume to the “pass” pile. The moral of the story: If you’re angling for a customer service role, maybe don’t insult the staff on your way in.
The Reddit community, predictably, dove in headfirst—because, let’s face it, there’s a lot more at play here than a simple misunderstanding.
First, there’s the question of actual communication barriers. Some commenters, like u/CallidoraBlack, pointed out that accents can challenge even the best of us, especially over the phone or in noisy environments. “Some people have a poor ear for accents,” she writes, sharing her experience adapting to Scottish dialects after emigrating from the US. But—and this is crucial—she never accused anyone of “broken English.” As she notes (and many agree), there’s a world of difference between “I’m having trouble understanding” and “You don’t speak English well.”
Others, like u/PoisonIvy2667, chimed in with stories of their own linguistic struggles, from deciphering Glaswegian slang to translating between two native English speakers from Glasgow and the Bronx. It’s a global world, and a little humility goes a long way.
But the real lightning rod was the attitude of the caller. As u/teamRAMP dryly observed, “The official language of Ghana is…oh, look at that. English.” In other words: If you’re applying to work at a hotel—ground zero for international accents, jetlagged tourists, and phone lines that sound like they’re routed through Mars—maybe don’t act shocked when the staff doesn’t sound like your local newscaster. Or as u/TararaBoomDA concluded, “He earned his spot in the pass pile.”
And then there’s the question of intent. Was the caller genuinely struggling, or just being petty? Several commenters, including u/Own_Examination_2771, drew parallels to guests who feign difficulty understanding staff wearing masks. As they put it, “I have quite a few guests who pretend not to hear him because he’s wearing the mask…they’re only acting like that because of the mask.” The pandemic, it seems, gave some folks a new excuse to be rude.
Others, like u/Consistent-Winter-67, weren’t shy about the elephant in the room: “Racists have been emboldened.” It’s an uncomfortable truth, but one that’s hard to ignore. As many noted, the line between genuine difficulty and willful ignorance (or worse) is often a thin one.
Still, the community didn’t ignore legitimate struggles. There were heartfelt stories from people with hearing impairments, like u/BrushOk7878, who relies on lip reading and struggled with masked doctors, and u/SpaceAngel2001, whose daughter’s unique disability turned pandemic-era communication into a daily ordeal. The consensus? Empathy is key—but so is context, and so is intent.
Of course, there was room for humor, too. When one commenter, u/Langager90, suggested giving a quiet, masked staff member a megaphone (“Bonus if it’s got a ~100 dB built-in klaxon”), it was hard not to picture a front desk transformed into a rock concert.
But back to the original poster, who summed it up perfectly: “Is it not common sense to put your best foot forward to EVERYONE at your new job?” The answer seems obvious, but as u/realtomgl wisely noted, “Common Sense was never common—it’s quite rare.”
So, what’s the takeaway from this spicy slice of hotel life? If you’re on the job hunt, remember that your interview starts the moment you make contact—whether that’s with the manager or the person who answers the phone. Dismissing someone’s accent as “broken English” isn’t just impolite; it’s self-sabotage. In a world full of accents, masks, and background noise, a little patience and decency go a long way.
And if you’re the one hiring? Don’t let common sense check out. Your front desk—and your guests—will thank you.
Did you ever get tripped up by an accent at work or on the road? Or have you been on the receiving end of a “broken English” comment? Share your stories, empathy, or eye-rolls in the comments below—let’s keep the conversation (and the common sense) alive!
Original Reddit Post: Common sense isn't common anymore is it?