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Phone Tap: Hotel Positivity Training · Brooke and Jeffrey: Phone Taps

• 0:00
  Speaker 1: Today, we call a guy who just got a new
• 0:01
  Speaker 1: job working the front desk at a hotel. His first
• 0:05
  Speaker 1: day is next week, and he told his girlfriend he
• 0:08
  Speaker 1: really wants to make a good impression absolutely so what
• 0:11
  Speaker 1: better way to do that than by putting him in
• 0:13
  Speaker 1: an uncomfortable role play training.
• 0:15
  Speaker 2: Session over the phone.
• 0:18
  Speaker 1: And then I don't know how this happens, but somehow
• 0:21
  Speaker 1: it gets weird. It's not like our show, but it
• 0:27
  Speaker 1: happens in your phone. Tap right now?
• 0:35
  Speaker 2: Well, hello, there was this Jason.
• 0:38
  Speaker 3: Yes, who's calling?
• 0:40
  Speaker 2: Hi Jason, I'm calling from the Shton Hotel. My name's Terry.
• 0:44
  Speaker 4: Terry ok oh, hello, Hello, Apparently you were just hired
• 0:51
  Speaker 4: to be our new front desk person.
• 0:53
  Speaker 2: Yeay for you?
• 0:55
  Speaker 3: Yes, thank you, I'm excited.
• 0:57
  Speaker 4: Well, I know that you're starting your first day with
• 0:59
  Speaker 4: us next week, so I'm gonna be the one training you.
• 1:03
  Speaker 2: Lucky dog you, Yes, lucky me, Lucky me too.
• 1:08
  Speaker 3: Okay, Yes, I can't wait. I'm ready.
• 1:11
  Speaker 2: I bet you can't wait.
• 1:13
  Speaker 4: So AnyWho, when you get here, you know you're gonna
• 1:16
  Speaker 4: have to hit the ground running. And just to make
• 1:19
  Speaker 4: sure that you're fully prepared and extra positive with the guests,
• 1:23
  Speaker 4: we should do a little role play.
• 1:26
  Speaker 3: You mean, do it now on the phone, No.
• 1:29
  Speaker 2: Time like the present.
• 1:32
  Speaker 3: Okay, yeah, I thought I was starting my training when
• 1:35
  Speaker 3: I get there the first day.
• 1:37
  Speaker 4: But let's just pretend that I'm a hotel guest. Okay,
• 1:42
  Speaker 4: I'm walking past the desk and you're walking towards me.
• 1:46
  Speaker 2: We make eye contact.
• 1:49
  Speaker 3: And go, oh, hello there, Hi, welcome to the hotel.
• 1:54
  Speaker 3: How can I help you?
• 1:56
  Speaker 2: You know what? I like that? But can you go
• 1:58
  Speaker 2: even bigger? Even happy? You're with it?
• 2:01
  Speaker 3: Oh? Yeah, okay, you know we need to make.
• 2:03
  Speaker 4: Our guests feel like we're spreading positivity during their stay,
• 2:08
  Speaker 4: of course, and go.
• 2:11
  Speaker 3: Good morning, sir, how's your day?
• 2:13
  Speaker 2: Louder? Make it louder, Jason?
• 2:16
  Speaker 3: Okay, Hi there, sir, good morning. How can I help you?
• 2:22
  Speaker 2: I love it? Keep going with it?
• 2:25
  Speaker 3: Oh okay, yes, how may I help you today?
• 2:29
  Speaker 5: Oh?
• 2:29
  Speaker 2: Gosh, why are you so darned happy?
• 2:31
  Speaker 5: There?
• 2:33
  Speaker 3: Gosh? I don't know how would I respond to something
• 2:37
  Speaker 3: like that.
• 2:38
  Speaker 4: Well, you gotta be ready for it. You got to
• 2:40
  Speaker 4: stay on your toes. You mean, a lot of grumps.
• 2:42
  Speaker 2: At the hotel. We just get mad over everything, right right?
• 2:46
  Speaker 3: Okay, you know, so.
• 2:47
  Speaker 2: Let's try it again. Why are you so darn happy.
• 2:52
  Speaker 3: Oh, it's just a positive day today, sir?
• 2:55
  Speaker 5: Oh really is it? Because I just found out my
• 2:58
  Speaker 5: wife cheated.
• 2:59
  Speaker 2: On me twenty minutes to go, Oh my god, don't remember.
• 3:04
  Speaker 2: Turn it into a positive.
• 3:06
  Speaker 3: And go yes, sir. Well, you know we have lots
• 3:11
  Speaker 3: of guests at the bar, and maybe that means it's
• 3:15
  Speaker 3: a new day for you today and a complimentary drink
• 3:20
  Speaker 3: on in the house.
• 3:21
  Speaker 5: Hey, are you propositioning me?
• 3:23
  Speaker 2: Fella?
• 3:25
  Speaker 3: What?
• 3:25
  Speaker 2: Because I am interested? Spin it? Go ahead and spin
• 3:30
  Speaker 2: it into a positive and go.
• 3:34
  Speaker 3: Yes, okay, Terry, Yes, thank you, sir. I'm flattered, but
• 3:38
  Speaker 3: I do have a girlfriend.
• 3:41
  Speaker 5: Are you rejecting me? Because if you are, I'm gonna
• 3:44
  Speaker 5: give this hotel a bad review online.
• 3:49
  Speaker 3: No, no, sir, we don't reject anyone here at the hotel.
• 3:53
  Speaker 2: Good now, kiss me on the map. Wait a minute,
• 3:56
  Speaker 2: fool around with my belt buckle there.
• 3:58
  Speaker 3: Sailor's Terry. I mean it's a little far. No guest
• 4:02
  Speaker 3: is going to do that.
• 4:03
  Speaker 2: Oh are you kidding me?
• 4:05
  Speaker 4: I had four guests do that to me just last month.
• 4:10
  Speaker 4: I felt like the bell of the ball. You gotta
• 4:13
  Speaker 4: make him feel happy, no matter what. That's your job.
• 4:16
  Speaker 3: Jason, you're saying, that's actually part of my job. I'm
• 4:19
  Speaker 3: not here. I don't know if I'll be at a
• 4:21
  Speaker 3: work there.
• 4:22
  Speaker 4: Oh but Jason, your girlfriend Julie was so excited to
• 4:25
  Speaker 4: have you start working at the hotel. She's going to
• 4:29
  Speaker 4: be so disappointed.
• 4:32
  Speaker 3: How do you know that?
• 4:33
  Speaker 4: Because she's only one of my best customers and the
• 4:37
  Speaker 4: person who set you up for this prank phone call?
• 4:41
  Speaker 3: Weird god, Oh my god, who is this?
• 4:45
  Speaker 4: Because my real name is jeff from the radio show
• 4:48
  Speaker 4: Brook and Jeffrey in the morning.
• 4:49
  Speaker 2: We're doing a prank.
• 4:50
  Speaker 3: Oh my god, you got I'm sweating over. Oh my god.
• 4:58
  Speaker 2: He's your girlfriend, Julie's idea.
• 5:00
  Speaker 3: This was her idea.
• 5:01
  Speaker 4: Well, she wanted to wish you good luck because she's
• 5:03
  Speaker 4: super excited about you starting your new job.
• 5:06
  Speaker 3: Almost had a heart attack. That wasn't the big at
• 5:08
  Speaker 3: the work.
• 5:09
  Speaker 2: That's a great idea.
• 5:10
  Speaker 4: If a guest has a heart attack in the lobby,
• 5:12
  Speaker 4: what do you say spinning into a positive and go I.
• 5:18
  Speaker 3: Say have fun with that. At the hotel the week
• 5:22
  Speaker 3: of every morning was full time weekday mornings on the
• 5:25
  Speaker 3: twenties Brook and Jeffrey in the morning