When Entitled Hotel GMs Forget Whose House They're In: A Front Desk Showdown
If you’ve ever wondered what happens when a hotel general manager (GM) tries to throw their weight around at someone else’s property, buckle up. This is the kind of hospitality drama that would make even The Office’s Dwight Schrute pause his beet farming to grab some popcorn. Recently, a story from u/TheNiteOwl38 on r/TalesFromTheFrontDesk had Redditors howling, cringing, and nodding in sympathy—all at the same time. Let’s just say, when a GM forgets the golden rule (that is, “This isn’t your hotel, pal”), things get spicy fast.
What began as a routine shift for our intrepid front desk hero quickly spiraled into a masterclass on why hotel policies exist—and why some GMs desperately need a lesson in humility.
The Walk-In That Walked Into Trouble
It started innocently enough: a weary traveler strolled into the lobby, ready to check in at the employee rate, claiming his own GM had “called it in.” But as any seasoned hotel worker knows, that’s not how the system works. The rate, as OP explained, must be booked through the official employee reservation portal—no exceptions, no shortcuts. The traveler, undeterred, called his GM for backup. Cue the entrance of a character OP dubbed “a douchebag of epic proportions,” a GM from a sister property who clearly believed his title came with a magic wand.
What followed was a verbal tug-of-war worthy of a reality show. The visiting GM barked orders, demanded the employee rate, and even tried the classic “I’m a GM, so you have to do what I say!” move. Our front desk star, however, kept their cool, calmly repeating that unless the reservation was made through the proper channel and employment verified, no dice.
Redditor u/Green_Seat8152 chimed in with a similar tale, noting, “I had a person show up demanding the employee rate because their brother was a GM at one of our brands in another state. I told her she can’t get the employee rate but can get friends and family—but has to be booked through the app.” Seems like every front desk agent has met a “Do you know who I am?” type!
Policy Isn’t Just a Suggestion: Why Rules Matter
As the situation escalated (complete with shouting, name-calling, and a demand to call a former GM who, oops, no longer worked there), OP stood firm. Why? Because the rules for employee rates exist for good reason—fraud prevention, proper documentation, and fairness for all staff. As u/kismetxoxo7 astutely pointed out, “It’s fraud and can not only cost people their jobs but can cost entire properties eligibility to participate in an employee discount program.”
Several commenters, including u/No_Departure_9174, urged OP to report the abusive GM to the parent company: “Every brand I’ve worked for has a requirement that you conduct yourself in an appropriate manner when using the employee rate.” Others, like u/harconan, a hospitality veteran, emphasized that employees are entitled to a clean, safe stay—nothing more—and that any disputes should be handled after the fact, not by strong-arming the night staff.
OP themselves clarified, “Just because I know this guy's a GM doesn't mean I'm taking his word. He legitimately could be trying to call in a room for a friend or relative, saying to them that he'll say they're an employee and get them a cheap rate. That's why these are supposed to be booked through the employee reservation site... for verification.”
When Entitlement Meets Experience: The Community Reacts
Reddit’s hospitality warriors weren’t just supportive—they were ready with wit and wisdom. u/SkwrlTail summed it up: “Sticking to established policy works wonders.” Others, like u/OneHopelessTrip, shared wild tales of overnight shenanigans, with eccentric cowboys and would-be VIPs huffing and puffing in the lobby.
On the humor front, the thread delivered gold. A playful chain riffed on The Office: “What about the assistant to the regional manager?” quipped u/LowHights. “I don't think this is a BnBnB (bed and breakfast and beets),” u/HF_BPD replied, with more beets and Dwight references piling on. If only beet-farming were a required GM skill!
Some commenters debated whether OP should have just filled the room at any rate, but the consensus was clear: not all revenue is good revenue, especially if it means breaking the rules and risking your own job. As OP put it succinctly, “When you work in hotels long enough, you'll learn that sometimes letting the room sit empty is better than the one night of revenue it'll bring in because not all revenue is good revenue.”
The Takeaway: Stand Your Ground, Protect Your House
In the end, the entitled GM’s tantrum didn’t work. The tired traveler stormed out, the GM hung up after a last burst of profanity, and OP documented everything for their own GM and operations manager. As u/lapsteelguitar noted, “I’d have hung up on the other GM for being an abusive SOB,” but OP’s calm professionalism and detailed follow-up were roundly applauded. “Good on you for reaching out to your management and not ignoring it,” said u/transtifaglockhart.
There’s a lesson here for anyone in hospitality—or any customer-facing job: Know your policies, stand firm, and don’t let shiny titles intimidate you. And if you’re ever tempted to demand special treatment because “you know someone,” remember: the front desk has seen it all, and they have stories.
So next time you check into a hotel, maybe thank your front desk agent. They’re not just handing out keys—they’re holding the line in the world’s most unpredictable workplace.
Have your own wild hospitality tale? Share it in the comments below—or just let us know which Dwight Schrute quote you’d use to handle an entitled GM!
Original Reddit Post: Entitled GM Forgets This Isn't His Hotel