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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.

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How Many of the World's 20 Most Popular Museums Have You Visited?
Mike Hewitt, Getty Images
Mike Hewitt, Getty Images

If you went to the Louvre last year, you're in the company of 8.1 million people. According to the latest Museum Index from the Themed Entertainment Association [PDF], the Paris institution was the world's most-visited museum in 2017—an honor it hasn't earned since 2015.

Attendance at the Louvre went up 9.5 percent from 7.4 million visitors to 8.1 million between 2016 and 2017. The National Museum of China in Beijing, 2016's most popular museum attraction, also saw a significant 6.8 percent boost in traffic last year from 6.5 million to 8 million guests‚ landing in the No.2 spot. Two U.S. museums, the National Air and Space Museum in Washington D.C. and the Metropolitan Museum of Art in New York, are tied for the third slot with 7 million visitors each, and the Vatican Museums rank fifth with a 2017 attendance of 6.4 million.

The Louvre's impressive attendance numbers look much different than they did in the year following the Paris terror attacks of November 2015. The number of tourists traveling to the French capital dropped by 1.5 million in 2016, and the Louvre alone saw a 1.3 million decrease in visitors. The city has since rebounded, and in the middle of 2017 tourism to Paris was greater than it had been in a decade.

Museums around the world saw more people coming through their doors overall last year, with an attendance boost of 0.2 percent from 2016 to 2017. The museums with the biggest spikes were the Victoria & Albert Museum in London with 25.4 percent and the National Gallery of Art in Washington D.C with 22.8 percent. Though the museum didn't make the top 20 list, the opening of the National Museum of African American History and Culture in D.C. last year helped contribute to the 3 percent increase in museum traffic in North America.

You can find the full list below.

1. Louvre // Paris, France
2. National Museum of China // Beijing, China
3. National Air and Space Museum // Washington D.C., U.S.
    Metropolitan Museum of Art // New York City, U.S.
5. Vatican Museums // Vatican City
6. Shanghai Science & Technology Museum // Shanghai, China
7. National Museum of Natural History // Washington D.C., U.S.
8. British Museum // London, UK
9. Tate Modern // London, UK
10. National Gallery of Art // Washington D.C., U.S.
11. National Gallery // London, UK
12. American Museum of Natural History // New York City, U.S.
13. National Palace Museum // Taipei, Taiwan
14. Natural History Museum // London, UK
15. State Hermitage // St. Petersburg, Russia
16. China Science Technology Museum // Beijing, China
17. Reina Sofia // Madrid, Spain
18. National Museum of American History, Washington D.C., U.S.
19. Victoria & Albert Museum // London, UK
20. Centre Pompidou // Paris, France

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You Can Now Rent the Montgomery, Alabama Home of Zelda and F. Scott Fitzgerald Through Airbnb
Chris Pruitt, Wikimedia Commons // CC BY-SA 3.0

The former apartment of Zelda and F. Scott Fitzgerald, perhaps the most famous couple of the Jazz Age, is now available to rent on a nightly basis through Airbnb, The Chicago Tribune reports. While visitors are discouraged from throwing parties in the spirit of Jay Gatsby, they are invited to write, drink, and live there as the authors did.

The early 20th-century house in Montgomery, Alabama was home to the pair from 1931 to 1932. It's where Zelda worked on her only novel Save Me the Waltz and F. Scott Fitzgerald wrote part of Tender Is the Night. The building was also the last home they shared with their daughter Scottie before she moved to boarding school.

In the 1980s, the house was rescued from a planned demolition and turned into a nonprofit. Today, the site is a museum and a spot on the Southern Literary Trail. While the first floor of the Fitzgerald museum, which features first-edition books, letters, original paintings, and other artifacts related to the couple, isn't available to rent, the two-bedroom apartment above it goes for $150 a night. Guests staying there will find a record player and a collection of jazz albums, pillows embroidered with Zelda Fitzgerald quotes, and a balcony with views of the property's magnolia tree. Of the four surviving homes Zelda and F. Scott lived in while traveling the world, this is the only one that's accessible to the public.

Though the Fitzgerald home is the only site on the Southern Literary Trail available to rent through Airbnb, it's just one of the trail's many historic homes. The former residences of Flannery O'Connor, Caroline Miller, and Lillian Smith are all open to the public as museums.

[h/t The Chicago Tribune]

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