10 hotel secrets from behind the front desk
(Photo: Michael Clinard)
Yahoo editors have selected this article as a favorite of 2013. It first ran on Yahoo Travel on June 4 and was one of the most popular stories of the year.
Jacob Tomsky 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.
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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 hope 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 a 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.
(Photo: Harsha K R / Flickr)