Hotel clerk types racist message on guest's folio; offended guest doesn't blame the clerk, he blames Marriott Corporation...

The Tradition

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A Brooklyn couple who checked into a Marriott Hotel in Pennsylvania received an invoice with an anti-Asian slur.

Jamie Chung, 37, and his girlfriend Tierney Oberhammer, 35, stayed the night at the Courtyard by Marriott on Concord Road in the city of York on June 13. Following their stay, they received an invoice through email with an anti-Asian racial slur typewritten on their bill.

“My girlfriend and I were checking out of the Marriott, and the front desk clerk said my last name, 'Chung,' with a strange emphasis, like she was mocking an Asian accent. We clocked it, but decided not to make an issue of it,” Chung tells NextShark. “We got back to New York, opened the invoice, and saw that they’d written the racial slur ‘Ching and Chong’ on it. Pretty bold and brazen.”

The couple informed Marriott executives about the incident. While their contact apologized and offered hotel points, they were unable or unwilling to answer questions regarding the details of the sensitivity training they claimed to have implemented, according to Chung.

“I want to reiterate that Marriott International stands against racism. We believe that all people deserve to be treated with dignity and respected for their humanity and the distinct qualities that make them unique,” Marriott International Chief Executive Officer Tony Capuano wrote in a statement regarding Asian hate released in March 2021. “We do this in a number of ways, through internal resources available to our associates that promote respect and kindness, and training designed to inspire a sense of community and combat unconscious bias.”

Marriott has not released a statement regarding the racist incident.

“The response that we received from Marriott executives was disappointing,” the couple said. “They tried to shift blame and give excuses rather than take responsibility for what happened on their watch, under their roof. They have tried to distance themselves from the incident by pointing out that it occurred at a Marriott franchise.”

“They suggested a clerical accident, a typo, led their front desk clerk to enter a racial slur into the invoice. Their response did not give us the impression that they take this incident seriously,” they added.

Chung, who is of Chinese and Jewish descent, says that the front desk clerk was also a person of color. Although Chung and Oberhammer were willing to forgive the employee, the alleged hypocrisy of Marriott prompted them to share their story. They requested that the clerk not be fired for the racist incident. Instead, they wish for the international hotel company to take accountability and understand the culture of racism they uphold when a racist situation is taken lightly.

“Marriott is a big, powerful company that employs and provides services to a lot of people. What they do and say matters. They need to do better,” the couple wrote in a statement to NextShark. “This is about company culture, training, accountability, basic human decency, and the hypocrisy of Marriott’s inadequate response to racism within their organization, especially given their stated company values.”

“There is so much nuance and complexity to this story, including historical context, that we worry will be overlooked. It is not lost on us that this racial slur was delivered by a fellow POC,” they added. “The last thing we want is for this to exacerbate tension between minority communities, who have been pitted against one another in this country. Racism affects everyone, and we stand against it.”

 
Mar 11, 2020
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These people are being ridiculous.
Marriott should fire the employee and double down on training. I’m sure the official corporate training extends to franchisees, but if not, that’s a gap that needs to be fixed asap.

Offer the couple some free nights and some points and move on.
These people are being limp dicked and want to take on the company (because everyone hates multimillion dollar corps right) instead of making a "POC" lose their job for actually being accountable.





When did white not become a color? Is a white person not a "person of color"? How long until we rewrite that definition?
 
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St. Louis Hawk

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The all-powerful Marriott corporation's power over employees comes from the fact that they can fire employees who don't uphold the company's values.

But this POC doesn't want another POC fired, so what's Marriott supposed to do?

What is Marriott supposed to do? You just trolling on this fine Sunday morning?
 

St. Louis Hawk

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Yeah, what are they supposed to do?

How do they stop this person from writing offensive messages on guest's folios?

Well, I think it’s not about this particular employee, it’s about all the others. You could increase training, you know, do some HR type shit.

But if you don’t want to fire him, and the guest doesn’t want him fired, you move him from the front desk and decrease his interactions with guests - give him some hard, low-paying job like housekeeper or cook, and then he leaves on his own.
 

The Tradition

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Well, I think it’s not about this particular employee, it’s about all the others. You could increase training, you know, do some HR type shit.

But if you don’t want to fire him, and the guest doesn’t want him fired, you move him from the front desk and decrease his interactions with guests - give him some hard, low-paying job like housekeeper or cook, and then he leaves on his own.

Training? We have to train people to not troll the customers via the "Customer's Employer" field in the reservations and invoicing system?

This person should have never had this job.
 

OrlandNole

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Nov 29, 2003
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Nashvegas
The couple informed Marriott executives about the incident. While their contact apologized and offered hotel points, they were unable or unwilling to answer questions regarding the details of the sensitivity training they claimed to have implemented, according to Chung.

“I want to reiterate that Marriott International stands against racism. We believe that all people deserve to be treated with dignity and respected for their humanity and the distinct qualities that make them unique,” Marriott International Chief Executive Officer Tony Capuano wrote in a statement regarding Asian hate released in March 2021. “We do this in a number of ways, through internal resources available to our associates that promote respect and kindness, and training designed to inspire a sense of community and combat unconscious bias.”

“The response that we received from Marriott executives was disappointing,” the couple said. “They tried to shift blame and give excuses rather than take responsibility for what happened on their watch, under their roof. They have tried to distance themselves from the incident by pointing out that it occurred at a Marriott franchise.”

“They suggested a clerical accident, a typo, led their front desk clerk to enter a racial slur into the invoice. Their response did not give us the impression that they take this incident seriously,” they added.
I get it. I'll allow it.
 

abby97

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Last time I checked, corporations acted through their employees and agents.
Ya, and they can control every word and every action every employee might say or do. So the left's anti American anti corporate attitude is to sue for anything. It's easier than working for a living.
 

GarryO37

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Mar 31, 2013
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These people are being ridiculous.
Marriott should fire the employee and double down on training. I’m sure the official corporate training extends to franchisees, but if not, that’s a gap that needs to be fixed asap.

Offer the couple some free nights and some points and move on.

This would be the correct course of action whether the couple wanted the employee fired or not. The couple doesn’t get to demand information on confidential company training or dictate how the issue is dealt with by the company.
 

The Tradition

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Apr 23, 2002
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Great. Thanks for admitting that the Marriott onboarding and hiring practices apparently suck.

Maybe Marriott could improve that?

In case you haven't heard about it, there's this HUGE SHORTAGE OF LABOR going on right now and you see the resulting poor customer service everywhere today, not just at the Courtyard by Marriott.
 

St. Louis Hawk

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Ya, and they can control every word and every action every employee might say or do. So the left's anti American anti corporate attitude is to sue for anything. It's easier than working for a living.

What are you talking about now? I never said anything about suing.

And of course they can’t control everything their employees say and do. But they are still responsible for the consequences of their employees’ actions.
 

St. Louis Hawk

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In case you haven't heard about it, there's this HUGE SHORTAGE OF LABOR going on right now and you see the resulting poor customer service everywhere today, not just at the Courtyard by Marriott.

Raise your wages.

And thanks for admitting that Marriott was knowingly hiring crap employees.

Don’t ever let your employer put you up for a deposition.
 

The Tradition

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Raise your wages.

And thanks for admitting that Marriott was knowingly hiring crap employees.

Don’t ever let your employer put you up for a deposition.

Where is this money going to come from?

Does this franchisee have a "money tree" growing in his Courtyard?
 
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ping72

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I was on a jury that awarded some people tens of millions from Pizza Hut. An employee made a stupid decision while on the job… since they were working, Pizza Hut was liable. A company IS its employees… otherwise they would/could never be held accountable for anything.
 

The Tradition

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I was on a jury that awarded some people tens of millions from Pizza Hut. An employee made a stupid decision while on the job… since they were working, Pizza Hut was liable. A company IS its employees… otherwise they would/could never be held accountable for anything.

This employee doesn't work for Marriott Corporation. He works for the franchisee that owns and operates that Marriott-branded hotel.
 

ping72

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This employee doesn't work for Marriott Corporation. He works for the franchisee that owns and operates that Marriott-branded hotel.

it doesn’t matter. The person in my case worked at a franchise as well. That’s part of the responsibility the company takes when they select their franchisees.
 

Joes Place

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The all-powerful Marriott corporation's power over employees comes from the fact that they can fire employees who don't uphold the company's values.
You have to invest in training for your employees first, so they know your "company values".
 

Joes Place

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This employee doesn't work for Marriott Corporation. He works for the franchisee that owns and operates that Marriott-branded hotel.
Marriott branded hotel should be following the employee training that Marriot requires of their franchises.

If Marriott has none, then good luck with that. It's your branding.
 
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Joes Place

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The couple doesn’t get to demand information on confidential company training

They sure do if they enter a "discovery" process to assess Marriott's liability.

Asking it advance is kind of giving Marriott a mulligan to avoid that eventuality.
 

Joes Place

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What are you talking about now? I never said anything about suing.

And of course they can’t control everything their employees say and do. But they are still responsible for the consequences of their employees’ actions.
They are also responsible for employee training, per their "brand".
 

Hawk and Awe

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These people are being limp dicked and want to take on the company (because everyone hates multimillion dollar corps right) instead of making a "POC" lose their job for actually being accountable.





When did white not become a color? Is a white person not a "person of color"? How long until we rewrite that definition?

Even for this board - the stretching here to turn this into white persecution is really impressive