This week, teams were tasked with managing part of the Hilton Kuala Lumpur hotel for a day.
Teams each had to manage:
The team that did the better job delivering hospitality would win. Teams were sent for short training sessions, and were also given a housekeeping folder detailing exactly how rooms had to look, down to the last detail.
“Things Got A Bit Weird” for The Mavericks
Since Nash had experience working in housekeeping years ago, project manager Jon assigned Nash and Dian to run housekeeping. Their first mistake came quickly: Nash forgot the room keys, and had to waste time getting them. Cleaning the first room, Nash obsessed over every detail, wasting even more time. They finished up the first room just in time for their first guest.
And then Dian also made a mistake: She’d apparently left the housekeeping folder at the front desk. She phoned Jon and Andrea – who heard her say that the folder was “missing” – and that started a fight in the boardroom later. (Read on!)
Pressed for time, Dian decided to just clean the room without the folder.
Their 2nd guest was a Hilton HHonors Diamond elite member – the top tier of Hilton’s loyalty program. It was her birthday and she was exhausted, but when she arrived, Nash and Dian weren’t ready. Despite his experience in housekeeping, Nash was frazzled and confused, and Dian had to tell Nash what to do. But Nash blamed the delays on Dian not bringing along the housekeeping folder.
What an understatement! The 3rd guest arrived, and was seated next to the incredibly annoyed Ms. Nightmare, facing the awkwardly silent Jon and Andrea. When Jon told the 3rd guest that his room would be ready after Ms. Nightmare’s, she turned to the 3rd guest and said “Good luck.”
Celina Absorbs Stress, But It Leaks.
None of the rooms were ready in time, and when the 3rd guest arrived – an HHonors Diamond elite member – with the 2nd guest still waiting for his room, Celina’s stress levels spiked. To the cameras, she said that she’d told herself to absorb the stress, so that the guys won’t make mistakes. But Celina eventually got fed up, and phoned the guys, insisting they finish up IMMEDIATELY.
After getting all guests to their rooms, Sam and Alex were kept busy with room service. Unfortunately, Celina incessantly called them to check on their progress. “She would call every 2 minutes,” Alex complained, “It was wasting our time, to have somebody scolding you like ‘Oh! Hurry up hurry up hurry up!’”
Celina was oblivious to the stress she was causing, and bragged, “If we win, of course, the main reason would be me. I absorbed all the stress of the guests.”
The Mavericks Mess Up Room Service
After guests were (finally) checked in, Andrea and Nash handled room service deliveries, while Dian and Jon took the calls. In an epic case of miscommunication, the first guest ordered a Mediterranean Pizza and read out all the ingredients to Jon, who in turn thought she wanted Grilled Chicken with Feta Cheese and Olives (which were in fact the ingredients of the Pizza). And so the kitchen did a special order.
Which of course was wrong.
It turned out that Apex had made their 2nd guest wait for 30 minutes, and their 3rd guest for 40. Andrea smirked.
But The Mavericks did even worse – they made their Diamond elite member wait 45 minutes. “What the hell are you guys thinking!” Tony fumed. When Jon tried to explain, Tony snapped, “I didn’t ask you for your opinion.”
Tony Loses His Cool
Jon and Andrea insisted that Dian had said that the housekeeping folder was “missing”, and questioned her integrity when she said that she had simply left it at the front desk. Dian insisted that it was a slip of the tongue. Tony lost his cool. Banging his fist on the table, he reproached The Mavericks, “Disaster disaster disaster. Don’t make excuses!”
Jon tried to explain too, and Tony cut him off. “I don’t want to hear any more. You should have been more on top of things. Shouldn’t have let yourself down, because you’re good. And that’s why I’m angry.”
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