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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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FRED DUFOUR/AFP/Getty Images
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Design
China's New Tianjin Binhai Library is Breathtaking—and Full of Fake Books
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FRED DUFOUR/AFP/Getty Images

A massive new library in Tianjin, China, is gaining international fame among bibliophiles and design buffs alike. As Arch Daily reports, the five-story Tianjin Binhai Library has capacity for more than 1 million books, which visitors can read in a spiraling, modernist auditorium with floor-to-ceiling bookshelves.

Several years ago, municipal officials in Tianjin commissioned a team of Dutch and Japanese architects to design five new buildings, including the library, for a cultural center in the city’s Binhai district. A glass-covered public corridor connects these structures, but the Tianjin Binhai Library is still striking enough to stand out on its own.

The library’s main atrium could be compared to that of the Frank Lloyd Wright-designed Guggenheim Museum in New York City. But there's a catch: Its swirling bookshelves don’t actually hold thousands of books. Look closer, and you’ll notice that the shelves are printed with digital book images. About 200,000 real books are available in other rooms of the library, but the jaw-dropping main room is primarily intended for socialization and reading, according to Mashable.

The “shelves”—some of which can also serve as steps or seating—ascend upward, curving around a giant mirrored sphere. Together, these elements resemble a giant eye, prompting visitors to nickname the attraction “The Eye of Binhai,” reports Newsweek. In addition to its dramatic main auditorium, the 36,000-square-foot library also contains reading rooms, lounge areas, offices, and meeting spaces, and has two rooftop patios.

Following a three-year construction period, the Tianjin Binhai Library opened on October 1, 2017. Want to visit, but can’t afford a trip to China? Take a virtual tour by checking out the photos below.

A general view of the Tianjin Binhai Library
FRED DUFOUR/AFP/Getty Images

People visiting China's Tianjin Binhai Library.
FRED DUFOUR/AFP/Getty Images

A general view of China's Tianjin Binhai Library.
FRED DUFOUR/AFP/Getty Images

A woman taking pictures at China's Tianjin Binhai Library.
FRED DUFOUR/AFP/Getty Images

A man visiting China's Tianjin Binhai Library.
FRED DUFOUR/AFP/Getty Images

A woman looking at books at China's Tianjin Binhai Library.
FRED DUFOUR/AFP/Getty Images

A general view of China's Tianjin Binhai Library.
FRED DUFOUR/AFP/Getty Images

People visiting China's Tianjin Binhai Library.
FRED DUFOUR/AFP/Getty Images

[h/t Newsweek]

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Pol Viladoms
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architecture
One of Gaudí's Most Famous Homes Opens to the Public for the First Time
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Pol Viladoms

Visiting buildings designed by iconic Catalan architect Antoni Gaudí is on the to-do list of nearly every tourist passing through Barcelona, Spain, but there's always been one important design that visitors could only view from the outside. Constructed between 1883 and 1885, Casa Vicens was the first major work in Gaudí's influential career, but it has been under private ownership for its entire existence. Now, for the first time, visitors have the chance to see inside the colorful building. The house opened as a museum on November 16, as The Art Newspaper reports.

Gaudí helped spark the Catalan modernism movement with his opulent spaces and structures like Park Güell, Casa Batlló, and La Sagrada Familia. You can see plenty of his architecture around Barcelona, but the eccentric Casa Vicens is regarded as his first masterpiece, famous for its white-and-green tiles and cast-iron gate. Deemed a UNESCO World Heritage Site in 2005, Casa Vicens is a treasured part of the city's landscape, yet it has never been open to the public.

Then, in 2014 the private Spanish bank MoraBanc bought the property with the intention of opening it up to visitors. The public is finally welcome to take a look inside following a $5.3 million renovation. To restore the 15 rooms to their 19th-century glory, designers referred to historical archives and testimonies from the descendants of former residents, making sure the house looked as much like Gaudí's original work as possible. As you can see in the photos below, the restored interiors are just as vibrant as the walls outside, with geometric designs and nature motifs incorporated throughout.

In addition to the stunning architecture, museum guests will find furniture designed by Gaudí, audio-visual materials tracing the history of the house and its architect, oil paintings by the 19th-century Catalan artist Francesc Torrescassana i Sallarés, and a rotating exhibition. Casa Vicens is open from 10 a.m. to 8 p.m. General admission costs about $19 (€16).

An empty room in the interior of Casa Vicens

Interior of house with a fountain and arched ceilings

One of the house's blue-and-white tiled bathrooms

[h/t The Art Newspaper]

All images courtesy of Pol Viladoms.

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