Secrets From Behind The Front Desk – The Truth Is Out!

Jacob Tomsky shares his experiences of working in the hotel industry for more than a decade.  He a man with some hospitality secrets to spill.

Stay 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 – very sweet) 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.


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.


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.


Get the full story at Mental Floss

You can also read “What the Hotel Industry Can Learn From “Heads in Beds” by Jacob Tomsky”