The Dark Side of HotelTonight Customer Experience Remote Team.
HotelTonight remote CX Management: CX stands for Customer Experience Comprised of a Vice President, Director, Senior Support Lead, Customer Experience Managers (CEM), Supervisors, and lastly Team Leads.
Now it's time to grab a cup of coffee or tea. It's going to be a long read!
When HotelTonight first started out the company culture was very refreshing. But in the end all good things must come to an end. HotelTonight got to big for their britches, and things went down hill quickly. Company perks or benefits doesn't matter to me, but the inhumane treatment of myself, and many others matters.
Stop treating CX employees as if we're made out of bolts, steel beams, and circuit boards. We're humans for Pete's sake! Management are on a power trip, they don't help. They are just time card approvers/micromanaging people in the most despicable way. CX Management can help the team out by answering an email/call or two. All they do is sit in Hipchat all day/night practically chanting "check your phone status", "go green" non-stop throughout any given shift. CX Department is led by a bunch of over-paid people who are sitting on a high horse with a mentally of "we're better than you" and "we do what we want, when we want and how we want" without any disregard to people's feelings. They do not treat employees with respect; adults are treated like adolescence. If you are a cyborg HotelTonight is a good fit! Obtaining a solid position within CX is simply non-existent. HotelTonight CX is not a career. But good enough to save $money or pay the bills. Literally there's little room for growth. Positions are created for current management or given to their "favorites."
From the head honcho of CX to the bottom of the chain of command they call management; are the reasons why HotelTonight CX is in turmoil. The morale of the team is at its lowest! CX is run like a prison, I felt like an inmate stuck in the "hole" monitored by ruthless wardens/correctional officers. We also have to beg to take a 15 minute break or 5 minute be right backs. Management expects you to be on the phones for the duration of your shift, no breathers in-between to finish or follow-up on tickets. Saying that it was STRESSFUL is an understatement!
To make the company happy, you must live, and breathe HotelTonight 24/7; 365 days a year. You must make HotelTonight the top priority in your life. Home life doesn't matter expectations are unreasonable. You must go along with CX management cult-like bullying practices.
•Extremely stressful chaotic environment.
•A ridiculous high call volume, not enough bodies.
•Favoritism at the work place.
•A bunch of bias mean-spirited, presumptuous Team Leads, Supervisors & Managers.
•Work efforts were never appreciated.
•No respect from management.
•Dinged in Hipchat constantly about trivial things.
•If you're looking to retire or move up the ranks. Hoteltonight CX is not a career job. There's no room for advancement!
•Going to HR with concerns is a waste of time. They work hand in glove to cover their tracks.
•HUGE CX turnover rate.
•They will take your brilliant ideas and make them their own - no credit.
•Poor management skills. HotelTonight Higher-ups don't care about their employees, and just dictate unrealistic directives.
•Repetitive weekly Continual Development.
•Very unprofessional environment, bordering on toxic.
•Blamed our computers for an incompetent Five9 program system is shameful.
•Strenuous work shifts.
•Severely Understaffed - CX Phone Aces are forced/harassed to handle a never ending incoming stream of phone calls, answer emails/guest replies queues. They crossed trained CX Phone Aces as backups to handle HT Aces (concierge), CX Chat and T & S (Trust & Safety). Again, no pay increase or bonuses.
•ALWAYS Pressuring Aces to work OT (over-time) via email and sms text.
•The hours are hideous 3 days 13 hours or 4 days 10 hours.
•1 hour lunch, plenty of begging to take breaks or brbs (be right back).
FACT:
•The company will use and throw you out with the trash, when they are done with you.
•Management will undermine you. If you don't go along with their mistreatment of others. Instead of helping employees improve & succeed within their perspective positions.
•Management will bully you or find ways to get rid of you or put employees on 3 months probation.
FACT:
•Don't share any personal or confidential information of any kind with CX management, sadly they will use it against you.
•Please know that when you send a query to any particular person on the management team. The query is shared among themselves, confidentiality is non-existent.
•The same group of people "their faves" took sick/vacations days every week or other week (without providing a Doctor's note, vacation days approved), but others who they don't care for were always forced to provide a Doctor's note or requested vacation days denied.
