‘Tony, you did a fantastic job’: Coworkers at a Utah hotel call out and leave trainee alone at the front desk, understanding guests show empathy and help him excel

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Elna McHilderson • Managing Editor
Nov 5, 2025 4:00 PM EST

Welcome to the world of hospitality. This career path can help train you in how to deal with some of the worst Karens in the world. That's right, international man and women Karens love to throw the biggest tantrums at hotels. Why is that? Who knows? There are many possibilities. Grumpy from traveling, extreme entitlement, wanting random discounts, etc. Hotel employees aren't just good at dealing with adult tantrums right away, it takes working through many of them to make it in that industry. 

 

So when this brand new hotel employee was left alone at the front desk on the day he was supposed to be trained, of course some things hit the fan. He didn't even know how to gain access into the hotel computer system. How was he supposed to know? He was supposed to be trained on it that day, but his two other co-workers spontaneously called out. So he was alone and in the dark. When a couple of guests tried to check in, he had to tell them the truth. That he couldn't check them in because he had no idea how to. 

 

Now, he could've gotten a Karen in that moment, in fact, it's likely he did. But, luckily, he got a pair of empathetic guests who gave him patience and a chance. With this kind of understanding, he was able to get his manager to come in and help him figure everything out in a timely manner. The guests were pleased and even let his manager know that he did great under pressure! 

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  • Cheezburger Image 10571565824
    via Unsplash+ (and Curated Lifestyle)

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  • I do not work in the hospitality sector. If this is the wrong subreddit for posting this story, I apologize.
    via Awkward_Variation952
  • Staying at a chain hotel in Moab, Utah tonight. Went to a National Park and hiked a few trails.
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  • Arrived at the hotel and walked to the front desk to check in. The front desk employee greeted me.
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  • I informed him I was here to check in and I had booked the room on the chain's website.
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  • He then states "Sir' here's the problem." I Immediately think this isn't going to be good.
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  • He stated that this was his first shift working at the hotel and he couldn't check me in because he was having computer issues and he wasn't sure how to proceed.
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  • I informed him that I could wait. He then stated that he didn't know how long it would take because he was waiting on his manager to come in and train him.
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  • I asked if his trainer didn't show up for work today. He stated that BOTH of the employees who were supposed to train him didn't show up.
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  • I began to laugh and apologized. I told him that I personally thought he was handling this very well considering that I was sure some guests were upset.
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  • He was trying very hard to make sure I wasn't going to be upset. I made him a deal.
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    via Unsplash+ (and Getty Images)

    Image is representative only and does not depict the actual subjects of the story.

  • The wife and I would go eat and gave him my number to call me when the room was available.
    via Awkward_Variation952

  • But it wasn't just the skills of this new employee, it was also the empathy of these guests that help this hotel worker excel under a stressful situation. Because we all know if you're yelling and throwing a tantrum, it's not going to help anything and actually make the process a whole lot longer and much more painful. 

     

    So job job Tony and thank you understanding guests! 

  • We went and ate. The employee, a early 20's young man named Tony, called me during dinner and informed me the room was ready and he had everything set up for us to just sign in.
    via Awkward_Variation952
  • When we arrived at the hotel he had everything ready and under control. I informed Tony, with the manager present, that he conducted himself well and did an exceptional job.
    via Awkward_Variation952
  • Tony, you did a fantastic job of dealing with a very crappy situation. I truly hope your shift goes well.
    via Awkward_Variation952
  • Cheezburger Image 10571585280
    via Unsplash+ (and Getty Images)

    Image is representative only and does not depict the actual subjects of the story.

  • muzthe42nd We welcome tales from both sides of the front desk.
    via tk
  • OP Awkward Variation952 I have been reading this subreddit for a while and am constantly amazed at the amount of B.S. the hospitality employees have to deal with. My first thought when this happened was that I was going to have to post the story.
    via tk
  • OP Awkward Variation952 I felt so bad for the young man. He is holding down the front desk of a chain hotel while having absolutely no clue as to what he is supposed to do. He did a great job of explaining the situation, all while being willing to take the blame for the problem. I am sure he will excel in this industry.
    via tk
  • DogsandCats World 1000 Really feel for Tony, he was in a really bad position. Good for you for being understanding and making sure the manager knew how well Tony did.
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  • Flassourian Thank you for being a good customer! That young man will definitely remember your kindness and understanding.
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  • Thismomenthere You are the guest that will be spoken of well to the other staff. When people are kind we tend to try and do what extra we can to be nice back to you. Thanks for being kind. The crew I work with always say "If you're kind I'll try ten things to help you, if you're rude I'll do ten things to fuck ya over and tell every staff I see that you're an asshole." Poor Tony though. My first week I was put on a double back to back shift. Other staff had hangovers... I mean flus. lol.
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  • honey_badger010 So the previous shift just buggered off home and left him? Damn....
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  • Bladrak01 It was nice to hear about a wholesome interaction between guests and employees
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  • ridiculous thoughts66 Nice story! Gives the front desk people hope that there are still some good people left!
    via tk
  • jGor4Sure Corporate management. These poor Working Class Americans.
    via tk

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hotel guest employee hotel trainee hospitality good people faith in humanity inspiring uplifting workplace understanding empathy happy utah
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