Short version first. I work at the reception desk of a hotel in Udon Thani.

This is a loooong mess... but I'll summarize and then tell each incident properly. I'm 42, been here almost ten years, normally a fixed morning–afternoon staff. Lately the manager keeps changing shifts all the time, seriously so confusing. New staff came in as a group and they act like I'm supposed to be the one to guide and train everyone, then pick up whatever others don't do. That's not my job alone, but somehow everything still ends up on me.

Last month the check-ins were crazy because there was a seminar nearby and the hotel was full. The check-in line was an hour long. I handled it fine until almost 18:00, but the night-shift person who’s new didn’t show up to standby like agreed. When they arrived they complained they were tired and just dumped work on me — sent me to follow up customers and fix problems all night — even though I had to get home before nine. That day the manager called me back to look after a guest because a room was wrong in the system and they needed payment rechecked. I ended up staying with the guest until after 22:30 waiting for IT to fix the computers. The night staff refused responsibility, said “I’m not morning shift,” and the manager said “you understand the job, right?” Like what? I was baffled.

Dead silence from them.

Another incident was about refunding a deposit and giving cash back to a foreign guest because their credit card was declined. The person supposed to handle it was an intern who’d been there a week and is afraid of responsibility. When something big happens they go quiet. I had to explain the steps, prepare documents, grab a blue pen from the drawer, fill out the small slips, and call the relevant departments — stuff they should’ve handled if they’d been properly taught, right? But no. It took me almost 1 hour 20 minutes to explain everything until the guest accepted it and didn’t make a scene, and I got home late again.

There were times I was angry, but I just laughed dryly at myself because I felt like the joke who always fixes everything so others look good Haha. But honestly I’m so tired — the workload and dealing with people. If the hotel wants things to run they need clear job divisions and a real training plan. Letting newbies learn on the job with real problems and then saying “figure it out yourself” is not okay.

What hurts too is the manager tossing urgent tasks at people saying “finish it today” without asking what the assignee is already dealing with. I want to be responsible, but I have limits. If tasks are handed without notice and there’s no system, one person becomes the catch-all. I have a life, a mother waiting for dinner, and shift swaps with home to manage.

I’m not heartless, but I don’t want to be used subtly. How should I talk to my manager — clear but not aggressive, while keeping team relationships OK? I’m thinking of making a short manual for urgent tasks, but I’m afraid they’ll think I’m trying to control too much. If I talk and the manager shrugs, what then — keep enduring or try to change roles?

Sorry if this is my first time posting wrong or whatever. Typing from my phone while waiting for another guest to check in at 19:45, so I’m venting long T_T

Friends, what do you think I should do?