“10 hotel secrets from behind the front desk”
The list was created by Jacob Tomsky who has worked on the front lines of hotels for more than a decade.
I like these two:
“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.)
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!”
However, I would not think I could do this. Yes, I would be too nervous about it.
The rest of the list is here
https://twitter.com/curbexcitement
It’s not as bad as you think using the $20 trick. I’ve used it in Vegas obviously but I’ve also used it at other hotels where I don’t have status including chain hotels. It works EVERY time.
A good line I’ve heard is: put me in the room you would put your mother and father in. Something along those lines. I’ve never asked for anything. I’m just happy to be surprised.
slipping someone $20 to get something is akin to corruption on a low level.
Mikey — by that logic, capitalism and corruption are one and the same
will the 20 dollar trick typically get you into a suite or just a small upgrade like same size room with a better view
James K. – nope, gotta agree with mikey here. Capitalism is where the hotel owner gets the extra money for selling a better room. This is a bribe to an employee (ie corruption)
James K
I have lived and worked in s.e. asia and it a way of life there, but even there still easy to know the difference between right and wrong.