Mary is an in-house reservation agent for an upscale, full-service hotel in a major American city.
I’m not using her last name for reasons that will become obvious in a moment.
Mary has a lot on her mind. People who call her hotel to reserve a room are getting ripped off, and she wants to come clean about it. Here’s our interview, which was conducted by phone this morning.
Tell me about what you do.
I work in the in-house reservations department of [a hotel]. When people call the hotel to book a room, they’re put through to me.
What do they say when they’re connected to your department?
Normally, they ask for the best room rate.
And what do you tell them?
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