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.

Looking to Downsize? You Can Buy a 5-Room DIY Cabin on Amazon for Less Than $33,000

Five rooms of one's own.
Five rooms of one's own.
Allwood/Amazon

If you’ve already mastered DIY houses for birds and dogs, maybe it’s time you built one for yourself.

As Simplemost reports, there are a number of house kits that you can order on Amazon, and the Allwood Avalon Cabin Kit is one of the quaintest—and, at $32,990, most affordable—options. The 540-square-foot structure has enough space for a kitchen, a bathroom, a bedroom, and a sitting room—and there’s an additional 218-square-foot loft with the potential to be the coziest reading nook of all time.

You can opt for three larger rooms if you're willing to skip the kitchen and bathroom.Allwood/Amazon

The construction process might not be a great idea for someone who’s never picked up a hammer, but you don’t need an architectural degree to tackle it. Step-by-step instructions and all materials are included, so it’s a little like a high-level IKEA project. According to the Amazon listing, it takes two adults about a week to complete. Since the Nordic wood walls are reinforced with steel rods, the house can withstand winds up to 120 mph, and you can pay an extra $1000 to upgrade from double-glass windows and doors to triple-glass for added fortification.

Sadly, the cool ceiling lamp is not included.Allwood/Amazon

Though everything you need for the shell of the house comes in the kit, you will need to purchase whatever goes inside it: toilet, shower, sink, stove, insulation, and all other furnishings. You can also customize the blueprint to fit your own plans for the space; maybe, for example, you’re going to use the house as a small event venue, and you’d rather have two or three large, airy rooms and no kitchen or bedroom.

Intrigued? Find out more here.

[h/t Simplemost]

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Florence’s Plague-Era Wine Windows Are Back in Business

A wine window in Florence's Via Santo Spirito.
A wine window in Florence's Via Santo Spirito.

Many bars and restaurants have started selling takeout cocktails and other alcoholic beverages to stay in business—and keep customers safe—during the coronavirus pandemic. Meanwhile, 17th-century Florentines are surely applauding from their front-row seats in the afterlife.

As Insider reports, a number of buildings in Florence had been constructed with small “wine windows,” or buchette del vino, through which vendors sold wine directly to less affluent customers. When the city suffered an outbreak of plague in the 1630s, business owners recognized the value of these windows as a way to serve people without spreading germs. They even exchanged money on a metal tray that was sanitized with vinegar.

Wine not?sailko, Wikimedia Commons // CC BY-SA 3.0

Things eventually went back to normal, and the windows slowly fell out of fashion altogether as commerce laws evolved. This year, however, they’ve made a comeback. According to Food & Wine, there are currently at least four in operation around Florence. Osteria delle Brache in Piazza Peruzzi is using its window to deliver wine and cocktails, for example, and the Vivoli ice cream shop, a go-to dessert spot since 1929, is handing out sweet scoops and coffee through its formerly dormant aperture.

Apart from the recent resurgence of interest, the wine windows often go unnoticed by tourists drawn to the grandeur of attractions like the Uffizi Gallery and the Florence Cathedral. So in 2015, locals Matteo Faglia, Diletta Corsini, and Mary Christine Forrest established the Wine Window Association to generate some buzz. In addition to researching the history of the windows, they also keep a running list of all the ones they know of. Florence has roughly 150, and there are another 100 or so in other parts of Tuscany.

They’re hoping to affix a plaque near each window to promote their stories and discourage people from defacing them. And if you want to support their work, you can even become a member of the organization for €25 (about $29).

[h/t Insider]