Hotel secrets from the front desk

THIS front desk agent opens the door into the hotel industry with some surprising advice. Here’s what you need to know.

IT’S amazing how much power the hotel front desk wields and according to this hotel expert there are some things you ought to know.

Jacob Tomsky, author of Heads in Beds: A Reckless Memoir of Hotels, Hustles, and So-Called Hospitality, is a veteran of the hotel industry. He revealed to Mental Floss the biggest secrets he learnt from working on the front desk. Here are some of his highlights:

1. Hotels are making serious money

According to Jacob, the average cost to turn over a room is around $30 to $40. This cost covers cleaning supplies, electricity, laundry and hourly wages for employees such as housekeepers and front desk agents. Considering an average four star hotel room rate in Sydney is around $180, they’re not faring too badly.

Just put it on the credit card.

2. You can get walked

Like airlines, hotels often overbook to compensate for no-shows. When the front desk is confronted with an overbooking situation, they have the awkward job of sending a guest packing.

Jacob says you’re more likely to get walked if you have used a booking site with a discounted rate, if you’re a first timer at the hotel and unlikely to return, you’ve only booked in for one night or you’re rude and arrogant to staff.

3. Smart complainers win

Don’t blame the front desk. Find out which department you need to speak to first to resolve your problem before sounding off at the front desk employees.

The best way to make sure your problem is addressed is to make sure you get the name of the front desk agent you are dealing with. Making them accountable is more likely to get a result than standing there screaming insults.

Want the special treatment? Complain smartly.

4. Don’t trust the drinking glasses

The glasses in your hotel room are often washed in the bathroom sink and are sprayed with serious cleaning product to give it that sparkling clean finish. Your water will most likely taste like chemicals so give it a good rinse.

5. Never pay for the minibar

The chances of you ever having to pay for the minibar are slim to none, according to Jacob. As the most disputed charge on any hotel bill, the process of actually proving you consumed goods from it is often really hard. Front desk agents are usually already taking the items off your bill before you start your long winded excuses.

Play the game well and you may open the door to a deluxe room.

6. Book on a discount site, get a discount experience

Guests who book on a discount site are always allocated the worst rooms in the hotel. This is because bargain hunters are less likely to return as repeat guests compared to those who booked through the hotel website directly. The best rooms will usually be reserved for potential repeat guests.

7. A tip will guarantee you an upgrade

There are always better rooms than the one you’ve been given. Whether it’s a better view, bigger bed or quieter location, the one thing that will pretty much guarantee you an upgrade is money. Jacob says slipping the front desk agent $20 can often mean the difference between standard and deluxe.