10 Hotel Secrets from Behind the Front Desk

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By Jacob Tomsky

Jacob has worked on the front lines of hotels for more than a decade, starting as a lowly valet in New Orleans and ultimately landing at a front desk in New York City. He’s also the author of Heads in Beds: A Reckless Memoir of Hotels, Hustles, and So-Called Hospitality and a man with some hospitality secrets to spill.

1. HOTELS ARE RAKING IT IN.

The fact that a hotel could fail to be profitable astounds me. Why? The average cost to turn over a room, to keep it operational per day, is between $30 and $40. If you’re paying less than $30 dollars a night at a hotel/motel, I’d wager the cost to flip that room runs close to $5. Which makes me want to take a shower. At home. That $40 turnover cost includes cleaning supplies, electricity, and hourly wages for housekeepers, minibar attendants, front desk agents, and all other employees needed to operate a room as well as the cost of laundering the sheets. Everything. Compare that with an average room rate, and you can see why it’s a profitable business.

2. STAYING FOR JUST ONE NIGHT? YOU MIGHT GET “WALKED.”

The term “walking a guest” sends shivers down any manager’s spine. Since the average no-show rate is 10 percent daily, hotels will overbook whenever possible. The sales and reservations departments are encouraged to book the property to 110 percent capacity, in the hopes that with cancellations and no-shows they will fill every room. What happens when the numbers game doesn’t play in the hotel’s favor? Someone gets walked. The hotel will now pay for the entire night’s room and tax (plus one phone call—how cute is that?) at another comparable hotel in the area.

A guest is more likely to get walked if:
1. He booked using Expedia, hence he has a deeply discounted rate and is less important.
2. He never stayed here before and may never visit the city again.
3. He’s a one-nighter.
4. And this one is so much more important than all the others: He is acting like a jerk.

3. SMART COMPLAINERS WIN.

Though most complaints should be delivered to the front desk directly, in person or on the phone, keep in mind that most issues will not have been caused by the front desk at all. So briefly outline your problem, offer a solution if you have one, and then ask whom you should speak with to have the problem solved. “Should I speak to a manager about this?” “Should I speak to housekeeping about this?” Those are wonderful and beautiful questions to ask. Most of the time, the front desk will be able to solve the problem immediately or at least act as proxy.

Want to make sure that the agent doesn’t nod, say “certainly,” and not do a damn thing? Get his or her name. Nothing tightens up an employee’s throat like being directly identified. You don’t have to threaten him or her either, just a nice casual “Thanks for your help. I’ll stop by later to make sure everything has been taken care of. Tommy, right?” Whatever you asked me to do I am doing it. (Will screaming get you what you want? Well, probably. But it’s not nearly as effective.)

4. THERE’S A BETTER WAY TO CASE A PILLOW.

To put on a pillowcase, the housekeepers throw a solid karate chop right down the middle of the pillow and then shove it in, folded like a bun. This method is preferred to the civilian method of tucking it under your chin and pulling up the pillowcase like a pair of pants because these ladies have no interest in letting 50 pillows a day come into contact with their faces.

5. ENJOY YOUR LEMONY FRESH GLASSES.

You know what cleans the hell out of a mirror, and I’m talking no streaks? Windex? No. Furniture polish. Spray on a thick white base, rub it in, and you’ll be face-to-face with a spotless, streak-free mirror. However, I am not recommending you take this tip and apply it in your own home. Though using furniture polish is quick and effective, over time it causes a waxy buildup that requires a deep scrub.

The housekeepers kept this move behind closed doors along with another dirty secret I didn’t discover until I walked in on ladies with Pledge in one hand and a minibar glass in the other. Keeping those glasses clean-looking was also part of the job. So the next time you put a little tap water into the glass and wonder why it has a pleasant lemon aftertaste, it’s because you just took a shot of Pledge.

6. NEVER, EVER PAY FOR THE MINIBAR.

Minibars. Most people are appalled at the prices. However, you never have to pay for the items in the minibar. Why not? Minibar charges are, without question, the most disputed charges on any bill. That is because the process for applying those charges is horribly inexact. Keystroke errors, delays in restocking, double stocking, and hundreds of other missteps make minibar charges the most voided item. Even before guests can manage to get through half of the “I never had those items” sentence, I have already removed the charges and am now simply waiting for them to wrap up the overly zealous denial so we can both move on with our lives.

See Also: 19 Secrets of UPS Drivers

7. BOOK ON A DISCOUNT SITE, GET A DISCOUNT EXPERIENCE.

Reservations made through Internet discount sites are almost always slated for our worst rooms. Does this seem unfair? First of all, we earn the slimmest profit from these reservations. And honestly, those guests didn’t really choose our property based on quality; they chose based on value. We were at the top of a list sorted by price. But the guest behind them in line, the one with a heavy $500 rate, she selected this hotel. When she comes to New York, she goes to our website to see what’s available. Since we have no reason to assume Internet guests will ever book with us again, unless our discount is presented to them, it truly makes business sense to save our best rooms for guests who book of their own volition.

8. BELLMEN HATE YOUR SUITCASE—BUT NOT BECAUSE IT’S HEAVY.

Bernard Sadow: the man all bellmen hate, though they’ve never heard his name. In 1970, he invented the wheeled suitcase, the bane of the bellman’s existence. Before that, the bellman was a necessity, a provider of ease and comfort, a useful member of society. When Sadow sold his first prototype to Macy’s in October 1970, he instigated a catastrophic change in the hospitality environment, causing the once noble species to retreat, rethink, and reemerge as a hustler fighting for survival. Sadow might as well have invented the phrase no bellman wants to hear, the phrase that leaves bills unpaid and ruins Christmas: “No, thanks, I got it.” Or that surprisingly prevalent and ignorant phrase: “I don’t want to bother him.” Don’t want to bother him? The man has a family. No one is being bothered here!

9. FRONT DESK AGENTS CAN ALSO BE AGENTS OF KARMA.

Any arriving guest should receive what are referred to as initial keys, which are programmed to reset the door lock when they are first inserted, deactivating all previous keys. Not until the keys expire or a new initial key enters the lock will the keys fail to work. With a “key bomb,” I cut one single initial key and then start over and cut a second initial key. Either one of them will work when you get to the room, and as long as you keep using the very first key you slipped in, all will be well.

But chances are you’ll pop in the second key at some point, and then the first key you used will be considered invalid. Trace that back to me? Not a chance. Trace that back to the fact that you told your 9-year-old daughter to shut her mouth while harshly ripping off her tiny backpack at check-in? Never.

See Also: 10 Flight Attendant Secrets

10. THERE’S ONE SUREFIRE WAY TO GET AN UPGRADE.

Here is one of the top lies that come out of a front desk agent’s mouth: “All the rooms are basically the same, sir.”

Bull. There is always a corner room, a room with a bigger flat screen, a room that, because of the building’s layout, has a larger bath with two sinks, a room that fits two roll-aways with ease, a room that, though listed as standard, actually has a partial view of the Hudson River. There is always a better room, and when I feel that 20 you slipped me burning in my pocket, I will find it for you. And if there is nothing to be done room-wise, I have a slew of other options: late checkout, free movies, free minibar, room service amenities, and more. I will do whatever it takes to deserve the tip and then a little bit more in the hope that you’ll hit me again.

Some people feel nervous about this move. Please don’t. We are authorized to upgrade for special occasions. The special occasion occurring now is that I have a solid 20. That’s special enough for me!

This article originally appeared in mental_floss magazine.

The Most Fun Cities in America, Ranked

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You can argue all you want about how great your favorite city is, but the data doesn’t lie: If you want to have fun, head to Vegas. WalletHub compared 182 different cities across the U.S.—the country’s overall most populous cities, plus at least two of the biggest cities in every state—to come up with a list of the most fun cities in the entire country, and Sin City took the cake.

The scores are based on 56 different metrics in three different categories: entertainment and recreation; nightlife and parties; and cost. The metrics included appearances on lists like the TripAdvisor’s Travelers’ Choice Awards for top destinations; the number of beaches, movie theaters, casinos, hiking trails, festivals, bars, and clubs; how accessible bars are (both in number and geographical proximity); and the average cost of food, wine, hotels, and movie theater trips. Some of these metrics were adjusted to account for differences in city size, since, for instance, New York City would obviously have more restaurants than a smaller city like Lincoln, Nebraska.

Accounting for all these factors, these are the most fun cities in America, according to this particular dataset.

1. Las Vegas, Nevada
2. Orlando, Florida
3. New York City, New York
4. Atlanta, Georgia
5. Miami, Florida
6. Chicago, Illinois
7. Portland, Oregon
8. San Francisco, California
9. New Orleans, Louisiana
10. San Diego, California

Though the order of the rankings might be a little surprising, many of the cities are well-known as vacation destinations. Vegas, obviously, is a legendary destination for partying. Orlando is home to not just Disney World, but Universal Studios Florida (where the Wizarding World of Harry Potter is located) and SeaWorld Orlando, among others. New York City hosts the most tourists of any city in America each year. New Orleans is renowned for its food, bar scene, and music, in addition to the two weeks of parades and celebrations the city hosts during Mardi Gras—and yet it barely managed to break into the top 10, at No. 9.

Indeed, while the top 10 list isn’t necessarily surprising on its face, the order may be. Atlanta managed to beat out Miami, though the latter is more famous for its party atmosphere and picturesque beaches. Disney World apparently beats out the Statue of Liberty and 30 Rock, because Orlando is ranked as more fun than the Big Apple. And New Orleans was surpassed by less-popular destination cities like Portland and San Francisco. (Not to mention the fact that poor Los Angeles, the country’s second-biggest city and a major tourist destination in its own right, didn’t even crack the top 10, coming in at No. 13.)

As for the least-fun major cities included on the list— which you can dive into below—you may not have ever heard of them. Aside from perhaps Juneau and Pearl City (on the north shore of Pearl Harbor near Honolulu), most aren’t tourist destinations. Perhaps they’re better for residents than they are for tourists, though. Both Oxnard and Bridgeport appeared on National Geographic's list of the happiest cities in the U.S. in 2017.

1. Pearl City, Hawaii
2. Oxnard, California
3. Bridgeport, Connecticut
4. Santa Rosa, California
5. Fontana, California
6. Yonkers, New York
7. Rancho Cucamonga, California
8. South Burlington, Vermont
9. Juneau, Alaska
10. Moreno Valley, California

Disagree with the list? See where your favorite city ended up and the breakdown of scores of on WalletHub, or explore the map below.

Source: WalletHub

See Which Ingredients Cooks From Around the World Love Most

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Food is incredibly regionally specific, and cuisines have been refined over millennia based on what ingredients have been available and what local cooks have come up with. Even though global trade has made the same spices and other flavor staples available virtually anywhere in the world, Mexican food still tastes radically different from Chinese food, and Italian food from Irish food. We know this intuitively—few of us pick up a bottle of soy sauce thinking we’ll use it in a traditional Italian pasta dish—but it’s still fascinating to see a breakdown of just which ingredients certain cuisines have cornered the market on, as you can in these charts.

Nathan Yau of FlowingData visualized the most-used ingredients in 20 different cuisines, using data on ingredients from Yummly to figure out what distinct flavors and ingredients country-specific cuisines gravitate towards.

Across the world, salt is king. It’s the most-used ingredient in 75 percent of the cuisines Yau looked at, and the only cuisine in which it doesn’t appear in the top five most-used ingredients is Korean food—but, like in other Asian cuisines, Korean recipes use soy sauce more than any other ingredient, and that in itself is very salty.

Because so many cuisines rely heavily on the same ingredients, like soy sauce and salt, Yau also calculated the ingredients most specific to each cuisine: the ones disproportionately used in one country’s traditional cuisine. This is where you start to get a picture of the kind of ingredients we associate heavily with particular regionally specific dishes. Mexican food relies on tortillas; Greek food, feta cheese; Korean, kimchi; Thai, lemongrass; Russian, beets; and Cajun, andouille sausage. Some ingredients may come as a bit of a surprise, though. Southern cooking in the U.S. uses vanilla extract more than other cuisines do, and the French love shallots. Cajun cooks are big fans of celery ribs, and somehow, though numerous cuisines use onions heavily, Brazilian cooks use them slightly more than anyone else.

The data relies on Yummly recipes, so the results are limited to what the recipe recommendation site has available. It's possible that home cooks working in each cuisine do something slightly different that might move the data in another direction. But, since Yummly currently has more than 2 million recipes available, it seems like a relatively large snapshot of cooking options.

Explore the interactive graphic and learn more at FlowingData.

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