“Please Hold, Ma’am!”: How One Front Desk Clerk Handled the Queen of Impatience
If you’ve ever worked in hospitality, you know that Fridays at 3 PM are the hotel equivalent of Black Friday at Walmart—except instead of TVs, everyone wants their room, their keys, and maybe a cookie if you’re lucky. Now, imagine being the solo front desk agent during this chaos, with a line out the door, phones ringing off the hook, and—just when you think it can’t get any crazier—a caller who believes that their question about a reservation two months away simply cannot wait.
Welcome to the world of u/Zelgadiss007, the hero of this front desk saga from r/TalesFromTheFrontDesk, who recently shared a masterclass in patience, boundaries, and (let’s be real) putting a caller in “time out.”
The Friday Front Desk Fiasco
Let’s set the scene: It’s Friday, 3 PM. Our intrepid clerk is flying solo on the second shift, prepping for a tidal wave of 40+ arrivals. As the lobby fills up with weary travelers, the phone starts to ring. Enter our protagonist’s nemesis—let’s call her “The Impatient Caller.”
Now, The Impatient Caller isn’t concerned with the current mayhem. She’s got a reservation for two months from now, and she needs help…now. Not in ten minutes, not after the rush, but now. The front desk clerk, displaying the sort of professional courtesy that deserves a medal, politely asks if she can hold for a moment while he helps the guests in front of him.
But patience is not on today’s menu for The Impatient Caller. If there were a sport for repeatedly hanging up and calling back, she’d be an Olympic contender. Each time she’s put on hold, she hangs up and dials again, convinced this will somehow fast-track her to the VIP line.
The Art of the Hold: When “Now” Isn’t Possible
Let’s pause for a moment and reflect: Why do some guests believe that telephonic persistence will bend time and space? In the world of hospitality, there’s only so much one person can do, especially when handling a live lobby full of people and a phone that just won’t stop ringing.
Our front desk hero, after the third call-back, lays down the law: “Either you wait on hold or I’ll call you back when I’m free. Hanging up and calling back isn’t going to expedite your call.”
Bravo. This is the hospitality equivalent of telling a toddler they can’t have dessert until they finish their vegetables. Sometimes, you just have to put people in “time out.”
The Waiting Game (and Sweet, Sweet Justice)
Here’s where the story reaches comedic heights. Instead of juggling her call with the others, our clerk leaves The Impatient Caller on hold for a solid 15+ minutes—long enough for the line to finally dwindle. When he finally picks up, she’s ready…with a barrage of questions about her third-party reservation, amenities, directions, and local attractions (all of which, by the way, are on the hotel’s website).
And just when you think it’s over, she asks for his last name. Nope, not today, ma’am. “I’m the only one here with this name,” he replies, refusing to give up more information. When she demands the manager, she’s told the same thing: “That’s me. The GM will be in on Monday.”
Lessons From the Front Desk Trenches
So, was our clerk too harsh? Hardly. In fact, let’s hand out some awards:
- Best Boundary Setting: Firmly but politely explaining that the world doesn’t revolve around one caller.
- Master of Multitasking: Handling 40+ check-ins and a persistent phone call without losing his cool (well, mostly).
- Time Out Champion: Reminding guests that patience is a virtue, especially when you’re not the only guest.
If you’ve ever worked front desk, you know: It’s all about triage. The people in front of you get priority, and sometimes, the phone just has to wait. For every impatient caller, there’s a lobby full of tired travelers who appreciate your focus and efficiency.
Have You Survived a Hospitality Horror Show?
Stories like this are a reminder that hospitality heroes juggle way more than reservations—they juggle personalities, expectations, and the unbridled chaos of a busy shift. So next time you’re on hold, remember: There’s probably a hero at the desk, doing their best.
Have a wild front desk tale of your own? Share it in the comments! Or, if you’ve ever been the impatient caller, let us know if you’ve learned the art of the hold. Just remember—good things come to those who wait.
Let’s hear your stories below!
Original Reddit Post: Impatient caller gets put on Time Out