Be Kind and Do What You Say


If you didn’t already know, last week we were at Bowl Expo in Las Vegas. It’s always a great week for us. We spend months planning since we have our quarterly leadership team meeting. We bring our entire team out for a week of learning, the trade show, and team building.

I have to say the week started off a bit rough. I arrived on Sunday and thought I was 100% over the jetlag of traveling from Jakarta to Los Angeles to Houston and then back west to Vegas. I was in for a big surprise when I got to the Mandalay Bay.

I’m a Type A personality. You know, I plan every minute if I possibly can and I had a plan to land, run a few errands with Nancy, check in, work a few hours, eat dinner, work a couple of more hours and get to bed for our leadership team meeting the next day. Things didn’t quite go as planned.

The check in line was longer than the lines I had just seen at Disneyland the week before! Yup, I’m sure you are nodding your head if you checked in to the hotel on Sunday. It took over three hours. I was tired and exhausted and I knew since they only had five people checking everyone in, they were probably as frustrated as we were.

When it was finally my turn, I wanted to be sure I went in with the right mind frame as I have worked in the hospitality industry for the past ten years. So, I asked the girl how her day was going, tried to make small talk, and just asked if it was usually long lines like this. Instead of just saying, “No, not usually. It’s because we are a little short staffed,” she says to me in her frustrated don’t you get it voice, “We don’t have enough people. We are coming of winter so we have all these people to train and they worked 12 hours today and had to go home. They can’t work more.” Of course, I wanted to say, “Chill! I just asked if it was normal” but I understood.

As we were completing the check in process and I said, “I know this isn’t common but is there any chance you could do something since I had to wait so long?” She said she could comp the resort fees or give food credit. I knew I wanted wifi and that was probably the best value so I took it. To my disappointment, I received the bill and they hadn’t removed the resort fees so now I have to ask them to refund those.

I’m sure it was a tough day for her and she probably had no idea that it had been a tough few days for me as well between traveling and caring for my father who’s battling cancer. We have to remember that we need to do what we say we are going to do and we need to keep in mind we never know what someone is going through.

Next time you have someone at your center who comes off aggravated or downright mean, be kind. Take a step back and recognize you don’t know what they’re going through. When you tell them you are going to do something, whether it’s sending a person to fix a game, or fill tickets, or make a fresh pizza, do it. Don’t wait. Do it immediately and make things right. Trust me, you’ll be glad you did.

Sharing is caring!

Rosie Salas

Rosie Salas has been in the entertainment industry for 15 years. She started her career in the industry with the Albuquerque Isotopes Baseball Club working in media and community relations. While at the Isotopes, Rosie propelled the Dion’s Reading Club by tripling the enrollment numbers in one year and developed Orbit’s Kids Club which is still growing and thriving today. After continuing to develop her marketing and promotion skills in the baseball and casino industry, she began her career in family entertainment with iT’Z Family, Food, and Fun. While at iT’Z, she managed the front of house and birthday party program. She led her team to a million dollar a year birthday party program and was equally instrumental in helping lead the center to the 2009 IAAPA Top Family Entertainment Centers of the World award. Rosie expanded her FEC experience by helping iT’Z open multiple locations before joining the TrainerTainment team. She joined the team as the director of marketing and is an important part of the leadership team. Rosie has created marketing initiatives that have helped TrainerTainment grow 30% year over year. She has also created programs FECs can easily implement to grow their people and business and has trained centers in the United States and Australia. You can follow Rosie’s work on the TrainerTainment blog at blog.trainertainment.net.

You may also like...

Leave a Reply

Your email address will not be published. Required fields are marked *