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.

7 International Names for American Products

Maksym Kozlenko, Wikimedia Commons // CC BY-SA 3.0
Maksym Kozlenko, Wikimedia Commons // CC BY-SA 3.0

While available around the world, American products aren't always called by their red-white-and-blue names. Companies have to adapt to various languages and cultures, and what works stateside doesn't always translate. Here are seven American goods with unfamiliar international names.

1. Hungry Jack's (Burger King in Australia)

A Hungry Jack's drive thru sign
A Hungry Jacks sign in Bathurst, New South Wales

In 1971, Jack Cowin bought the Australian franchise for Burger King from Pillsbury Company (which owned the chain at the time). But because the name was already registered in Australia, he used the name Hungry Jack—originally an American pancake mix—instead. In 1999, Burger King began opening restaurants under its own name in Australia, but they combined with Hungry Jack's in 2003.

2. Doritos Cool American (Doritos Cool Ranch in Europe)

Cool American Doritos on a shelf
Cool American Doritos in Iceland
Funky Tee, Flickr // CC BY-SA 2.0

Cool Ranch is one of the most popular Doritos flavors in the United States. However, in many parts of Europe, the flavor is known as Cool American because Europeans often call Ranch sauce "American" sauce. Very cool, indeed.

3. Coca-Cola Light (Diet Coke in Europe)

Diet Coke is called "Coca-Cola Light" throughout Europe. The soft drink is exactly the same as its American counterpart, but the word light is associated more with lower-calorie items in Europe than diet.

4. TK Maxx (TJ Maxx in Ireland)

A TK Maxx in London
Tim P. Whitby/Getty Images for TK Maxx

The American department store TJ Maxx is known as TK Maxx in Ireland and throughout the United Kingdom as well as in Australia and parts of Europe. Its parent company, TJX Companies, re-named it so Irish and British customers wouldn't confuse the store with the established retailer TJ Hughes, which is quite popular in the UK.

5. Kraft Dinner (Kraft Macaroni & Cheese in Canada)

Boxes of Kraft Dinner wrapped in plastic
Alan Levine, Flickr // CC BY 2.0

In Canada, Kraft Macaroni & Cheese is known as Kraft Dinner or simply KD. Kraft introduced the product as Kraft Dinner in both Canada and the United States in 1937. However, in the late '50s, Kraft added the words macaroni & cheese to its packaging of Kraft Dinner when the term gained more prominence. It wasn't until the '70s that Kraft Canada started using bilingual labeling (French and English) on all of its packaging. As a result, Canadian Kraft products included the words Kraft Dinner in a bigger and bolder font on one side of the box with Díner Kraft on the other side. The words macaroni & cheese were in a smaller font, so Canadians adopted it as merely Kraft Dinner. (Americans can buy a box of the Canadian version for themselves on Amazon.)

6. Meister Proper (Mr. Clean in Germany)

Bottles of Meister Proper on store shelves
Alf van Beem, Wikimedia Commons // Public Domain
 

Procter & Gamble’s Mr. Clean is a global product, so its name has been translated into various languages, including Maestro Limpio in Mexico, Monsieur Propre in France, and Meister Proper in Germany. It’s the same product—with the same sailor mascot—as you can find in the United States.

7. Walkers Potato Crisps (Lay's Potato Chips in the UK)

Walkers potato chips on a shelf
Ben Babcock, Flickr // CC BY-SA 2.0

Founded in 1948, Walkers quickly became the United Kingdom’s leading potato crisps snack food company. However, Pepsi acquired Walkers and re-branded it with the Lay’s logo and products in 1989. The snack food is exactly the same, but PepsiCo decided to keep the Walkers name to ensure customer brand loyalty in the United Kingdom. Walkers also has more exotic flavors than its American counterpart, including American Cheeseburger, Lamb & Mint, and South African Sweet Chutney. Adventurous Americans can get some of them, including Prawn Cocktail, Tomato Ketchup, and Worcester Sauce as well as a variety of different meat flavors on Amazon.

A version of this article first ran in 2016.

New Orleans Hotel Offering $15,000 Stay to Past Guest Who Stole the ‘Most Outrageous’ Item

Little Koshka, Flickr // CC BY-NC-ND 2.0
Little Koshka, Flickr // CC BY-NC-ND 2.0

Anyone with a moral compass knows that stealing is bad, but what if you were rewarded for your sticky fingers? As Condé Nast Traveler reports, The Roosevelt Hotel in New Orleans, Louisiana is offering a free seven-night stay in its Presidential Suite to the person who returns the “most outrageous” item stolen from the hotel in the past.

This unusual (and oddly specific) promotion is valued at $15,000. According to general manager Tod Chambers, the person who hands over the strangest stolen item will also receive private dinners prepared by the hotel’s executive chef, as well as spa services. The hotel is located near the French Quarter, and it would be an affordable way to vacation in a vibrant city.

Does this offer sound suspicious? They promise they won’t ask any questions, and they won’t have police officers waiting to arrest you in the lobby. The stolen item will even be returned to you when the promotion ends, if the guilt isn’t too much to bear.

The “giveback sweepstakes” is part of the hotel’s 125th anniversary celebration. The business has existed in different incarnations over the years—first as the Grunewald Hotel, then as the Roosevelt, then as a Fairmont property, and finally as the Roosevelt once again (though it's now part of the Waldorf Astoria family). Eligible items could have been swiped at any point in the hotel's history, and those items can be dropped off or mailed to the hotel’s marketing department (with this PDF form attached). The hotel says they will be displayed in lobby window cases and then returned to owners, if they wish.

According to Chambers, the stolen items are another way of celebrating the hotel’s heritage. “In a way, knowing they have something that reminds them of our Roosevelt in their own homes? Well, that leaves us flattered,” Chambers says. “We’d estimate nearly 700 of our logoed Sazerac glasses are ‘borrowed’ from the bar during the holiday season alone.”

So far, the hotel has received menus, postcards, a plate, stemware, a tablecloth, bud vases, and brass keys.

[h/t Condé Nast Traveler]

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