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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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Design
Forget Horns: Some Trains in Japan Bark Like Dogs to Scare Away Deer
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In Japan, growing deer populations are causing friction on the railways. The number of deer hit by trains each year is increasing, so the Railway Technical Research Institute has come up with a novel idea for curbing the problem, according to the BBC. Researchers there are using the sound of barking dogs to scare deer away from danger zones when trains are approaching, preventing train damage, delays, and of course, deer carnage.

It’s not your standard horn. In pilot tests, Japanese researchers have attached speakers that blare out a combination of sounds designed specifically to ward off deer. First, the recording captures the animals’ attention by playing a snorting sound that deer use as an “alarm call” to warn others of danger. Then, the sound of howling dogs drives the deer away from the tracks so the train can pass.

Before this initiative, the problem of deer congregating on train tracks seemed intractable. Despite the best efforts of railways, the animals aren’t deterred by ropes, barriers, flashing lights, or even lion feces meant to repel them. Kintetsu Railway has had some success with ultrasonic waves along its Osaka line, but many rail companies are still struggling to deal with the issue. Deer flock to railroad tracks for the iron filings that pile up on the rails, using the iron as a dietary supplement. (They have also been known to lick chain link fences.)

The new deer-deterring soundtrack is particularly useful because it's relatively low-tech and would be cheap to implement. Unlike the ultrasonic plan, it doesn’t have to be set up in a particular place or require a lot of new equipment. Played through a speaker on the train, it goes wherever the train goes, and can be deployed whenever necessary. One speaker on each train could do the job for a whole railway line.

The researchers found that the recordings they designed could reduce the number of deer sightings near the train tracks by as much as 45 percent during winter nights, which typically see the highest collision rates. According to the BBC, the noises will only be used in unpopulated areas, reducing the possibility that people living near the train tracks will have to endure the sounds of dogs howling every night for the rest of their lives.

Deer aren't the only animal that Japanese railways have sought to protect against the dangers of railroad tracks. In 2015, the Suma Aqualife Park and the West Japan Railway Company teamed up to create tunnels that could serve as safer rail crossings for the turtles that kept getting hit by trains.

[h/t BBC]

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Live Smarter
29 of the Best Small Cities in America, According to National Geographic
Charleston, South Carolina
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When it comes to cities, bigger isn’t always better. Some of the most appealing destinations in America have more residents than your average town but not enough to make them bustling metropolises. If you’re looking to add more small cities your travel bucket list, National Geographic has some suggestions.

For their list below, Nat Geo Travel partnered with global destination branding advisor Resonance Consultancy to rank the best small cities in the country. They dropped the criteria used by most travel lists and adopted metrics that were a little less conventional. In the list below, you’ll find places that excel in categories like greenest (plenty of parks), sudsiest (lots of breweries), most Instagrammed (popular hashtags), musically grooviest (lots of live music), and most hipster friendly (coffee shops and record stores galore) per capita.

Each city falls into one of three population brackets: 40,000 to 100,000 people, 100,000 to 200,000, and 200,000 to 600,000. Anchorage, Alaska was the most caffeinated for its size, with 5.98 coffee shops for every 10,000 residents. Reno, Nevada is among the meatiest cities, meaning there are plenty of delis, butchers, and steakhouses there for carnivores to enjoy. Hagerstown, Maryland—which has no shortage of barber shops and hair salons—is one of the best groomed cities.

If you’re looking for a destination that checks off multiple boxes, Boulder, Colorado is the place to be: Not only is it the most hipster friendly city in its population group, it’s the most caffeinated, sudsiest, and musically grooviest as well.

Check out the full list below before planning your next vacation.

Albuquerque, New Mexico (Sudsiest)
Anchorage, Alaska (Trending- Most Caffeinated)
Ann Arbor, Michigan (Greenest)
Annapolis, Maryland (Dog Friendly)
Asheville, North Carolina (Most Artsy, Sudsiest)
Baton Rouge, Louisiana (Best Groomed)
Boulder, Colorado (Hipster Friendly, Musically Grooviest, Most Caffeinated, Sudsiest)
Charleston, South Carolina (Most Instagrammed, Most Artsy)
Columbia, South Carolina (Best Groomed, Meatiest)
Greenville, South Carolina (Meatiest)
Hagerstown, Maryland (Best Groomed)
Healdsburg, California (Greenest)
Hickory, North Carolina (Hipster Friendly)
Honolulu, Hawaii (Musically Grooviest, Most Instagrammed, Most Artsy)
Kansas City, Missouri (Most Artsy)
Lakeland, Florida (Most Dog Friendly)
Louisville, Kentucky (Meatiest)
Madison, Wisconsin (Greenest)
New Orleans, Louisiana (Hipster Friendly)
Newport, Rhode Island (Best Groomed)
Olympia, Washington (Most Caffeinated, Greenest)
Omaha, Nebraska (Musically Grooviest)
Pensacola, Florida (Most Dog Friendly)
Pittsburgh, Pennsylvania (Sudsiest)
Portland, Maine (Most Instagrammed)
Rapid City, South Dakota (Most Instagrammed)
Reno, Nevada (Meatiest, Most Dog Friendly)
Santa Cruz, California (Musically Grooviest)
Spokane, Washington (Hipster Friendly, Most Caffeinated)

[h/t National Geographic]

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