Questions | Answers |
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The craziest story ever? | Well, near the beginning of my career as a front office manager, I had gotten a call to help calm down an irate woman. Her beef was that she was convinced she was confirmed at a $49 rate. Our rates at the time were running at $129. I tried to talk her through it, and we eventually came to a a point where she agreed to go out to her car for the confirmation letter. I breathed a short-lived sigh of relief. Something in writing almost always solved my problems, one way or another. Except, there was no confirmation letter. Instead, she loaded in to her Suburban, threw it in to drive, and floored it... Right in to the side of the building. She calmly got out of her smoking vehicle, strode up to the front desk with a smile and said, "I think I'll take that $129 rate." |
You know, watching the FBI run a sting in my parking lot to pick up some guy from another state who had murdered his family was pretty crazy, too. When the FBI shows up with a court order for information, you know it's about to get crazy. | |
Did you call the cops? Did she get arrested? | I carefully told her that she absolutely could not stay there, and I called the cops. She melted down in to a fit of rage and they had to lift her up and carry her to their car. |
What was her reason for doing this? I'm so confused. | My guess? Rage issues. |
Did you ever catch anybody having sex? Where was the weirdest spot? | Always. I think walking in one one couple literally hanging from the gym equipment having sex was a bizarre one for me. It was compounded by the man begging me for "just 30 extra seconds" so he could finish. I offered my sympathies to his lady friend and told him he had 2 minutes to be clothed and out. |
You seem to be a great person. | My primary rules: Always do the right thing, and don't be a dick. :) |
What is the best way to get free stuff at a hotel? I'm talking anything from knocking the internet fees off the bill to comps on drinks. | It takes a few steps: |
Make sure you join the chain's loyalty program (HHonors, Marriott Rewards, etc). You get instant free things that way. Generally you can easily get wifi, room upgrades, and food or drink coupons. | |
Make nice with the front desk folks. They generally want people to have a great time and they have a slew of freebies they can give away. Make up a special occasion... Even if it is something silly. Tell a story and get some buy-in. | |
Don't ever threaten, yell, or try to belittle. You get put on the "no freebie" list. | |
If you have a special occasion, should you just come out and mention it and then just wait for them to offer some free stuff? Isn't that bad form? | Here's the honest answer: just come out and say it. |
As a guest I know it feels weird, though. When we went on our honeymoon I had found all of these cool stories about one of the resorts we stayed at. They did all kinds of fun things for honeymooners. Did I once mention we were honeymooning? No. I silently sulked. | |
I'm not great at taking my own advice, but if you truly want a fun experience for a special event you have to tell someone. | |
Did you ever get to bang a guest there randomly? Or anybody every invite you in for some awesome party? More or less tell me your best night at work. | Sorry, no randoms for me. As a girl, I got the offers all the time, but they were definitely not good offers. Not that I didn't think really hard about it a few times... But it's way more fun to have romps at someone else's hotel. |
I've been reading this for quite a while, and up to this comment I thought you were a man and look like this.. Also, i don't remember his voice so I put you the voice of a white Morgan Freeman. | Hey, at least he's, uh... Dignified. :) |
OK this brings up a question I have. What would you suggest as being a good approach to asking out a hotel staffer? Is there a policy to never go out with a guest during off hours? What if that guest lives in town? | There is a policy that everyone ignores. I had an associate marry a man she met while he was a guest. |
It has to be done carefully because it might not be easy to tell if the person is in to you or just being super nice because that is their personality. If you can talk to them away from coworkers, try starting by asking if you can bring them a cup of coffee or something. (Most of us are rampant coffee drinkers.) The reaction is a good gauge. Then just come up with something fun to do, and ask. | |
I never appreciated the creepers that would literally just invite me up to their rooms. That's lame. Nobody really bites on that trick. | |
Slipping $100 in to a note with your room number... is not a good method. | |
Do you get to keep the $100 when that happens, even if you refuse? :) | Ew. No. That's dirty money. :) |
Any interesting celebrity encounters? | Definitely. Dr Ruth was honestly my favorite. She's a tiny little lady that could barely see over the front desk counter, but would come down early in the morning to visit with me. She is hysterically funny, full of energy, and very smart. Upon leaving, she grabbed my hands and in her very thick drawl exclaimed, "You're going to have GREAT sex for the rest of your life!" |
I did also watch Sting get chased through the restaurant by a mob of middle-aged women. | |
BB King was another good one. He wandered around every day telling jokes and giving away guitar picks. | |
Oh! And I did also have Wee Man help himself to the kitchen. He pretty much just went wherever he wanted. Super funny. | |
I got way too much of a kick out of picturing Sting running through a crowded restaurant away from a stampede of middle aged soccer moms who just read 50 Shades of Grey. | You just nailed it. That man is a master of evasion. |
Upon leaving, she grabbed my hands and in her very thick drawl exclaimed, "You're going to have GREAT sex for the rest of your life!" Was she right? | Absolutely! |
It seems like the escort business wouldn't exist without hotels -- so do you know when it's happening on the property? | Every damn time. I can spot even the best escorts right when they get there. Men are a little more difficult, but we usually figure it out. |
So do you get rid of them, and call the cops, or is more like keeping an eye on them? | Neither, really. They don't usually cause trouble, and who am I to ruin someone's fun? :) |
What is the five away? Is there a difference in look between an attractive pro and just an attractive civilian? | It's more in behavior than physical traits. There are a few tells that I've picked up on. |
What's the single weirdest thing you or a co-worker has walked into in one of your guest's rooms? First thing that comes to mind... | I mentioned this on another thread, but I walked in on a woman who had gotten drunk and handcuffed herself naked to the legs of the bed. She'd been expecting company and hadn't realized that she couldn't answer the door or the phone. By the time we got there to do a wellness check on her she had peed all over the place. I asked her what she was thinking and sheepishly answered that she thought it would be a sexy surprise. Failed. |
Wow. How did you free her? And how any people had to witness this before she could finally shut the door, shower and get dressed? | She had stashed the key, so she lead us to it. |
As the saying goes, misery loves company. I used the buddy system. Luckily it was just two of us. | |
Whats the craziest weed related story you have? | We got a call from the police department that they had picked up a guest of ours for writing fraudulent checks around town. An assistant and I went up to the room to start packing and inventorying his belongings. He was clearly OCD, and had neatly arranged a ton of soap bottles all around the room. After getting a good laugh out of his organizational systems, we grabbed the first duffel bag. It was full of weed. So was the closet, the drawers, and a number of other duffel bags. He had some large bags that we expected to be full of video equipment. Nope. Weed. It was all packed down very tightly and stashed everywhere that he could manage. Overall, the cops told us that he had nearly 20 pounds. It was an incredible amount. |
You ever regret not keeping all or most of it? | Never. |
He became Adrian Monk. | Hah! |
We had nothing to do with Trudy's death. | |
Did you take any? I mean, I would have but I love cannabis. | No. Even if I were a smoker, I can't ever seem to escape my own moral sense of obligation. |
Who leaves the rooms the dirties, the rich elite people or the middle class type of people? | Sports teams and middle-class families on vacation. The amount of trash and broken items in one single room is astonishing. Cheetos ground in to the wallpaper, seventeen pizza boxes, shaving cream in the light fixtures, chocolate cake on the pillows... You name it. |
Man, I treat that shit way better than my own house. I don't know how people do that to you guys. they must know someones gotta clean it. | I once read s random statistic that something like 94% of people do things in a hotel they would never do at home. Little things, like eating toast in bed. It's really crazy to see exactly how far they take it. |
When we travel with our two small children we are so ultra careful about picking up after ourselves. It's like staying at someone else's house! I can't stand slobs. We leave a big tip not because of our mess but because of other peoples. | You are awesome! On behalf of hotels everywhere, thanks for being the rarity. :) |
Eating toast in bed? That would just make it all crumby when you tried to sleep. That's counterproductive... If anything, eat toast on the toilet. | Seriously. Who wants to sleep with crumbs? If you ca talk on the phone on the toilet you might as well just eat toast there, too. Hah! |
Do you feel you were fairly paid for your job? Overpaid? Underpaid? | Well, most of us agree that we don't work in hospitality for the money... I have always felt okay about my salary, but its definitely below an equivalent in another industry. |
How did you handle drunk loud people in the lobby? | Most of the time I treat drunk people in the lobby like kids in a daycare. They're obnoxious and completely irrational. I usually make them laugh, entertain them for a moment, and then convince them that sleeping in their room is going to be way better than jail. I rarely have bigger problems. I give them one chance to behave. Sometimes fist fights have broken out and I won't tolerate those. I instantly call the cops. |
Ever had to evict a guest due to complaints from other guests? | Yes, I've had to evict people. It's rare, but it happens. It's usually worse than noise. Fighting, breaking things, or threats usually come along with the complaints. |
How many guests were at your hotel to cheat on their spouses? Were they obvious? | I can pick out the cheaters sometimes, but not as often as the escorts. I don't know of any regulars, if that's kind of what you mean. |
How often do mid to higher end hotels clean their carpets and bedspreads? Do they ever do a deep cleaning of rooms to get the accumulated crud out? | Most of us triple-sheet the beds, so every part of the bedding except for the decorative throw at the bottom gets cleaned each time. I can't speak for those that still use bedspreads now, but my experience before was that they got washed at least weekly or as needed. |
We shampoo the carpets in each room once a month. Every time there is a party, smoking, or anything gross like vomit we'll do it immediately. | |
The philosophy on cleaning a room is that it should seem as if nobody else has ever stayed in that room... Every single time they clean it. We also do something called a PM that is a super detailed check done on a rotation. We will redo little things like caulking, calcium removal on the shower heads, cleaning window sills, tightening screws, etc. | |
Is there a way I can swim at hotel pools for free? | Walk in behind another family and pretend like you just got lucky? It's tricky to loiter in the common areas in a swimsuit and not look like a creeper, though. You'd have to come up with a good plan! |
Also don't leave your clothes next to the pool. It's a dead giveaway to security that you don't have a room. I've caught sooo many kids that way. | Absolutely! And carrying your bright orange pool towel in will get you, too. |
How do you get the lowest hotel prices? | Unfortunately it really is opaque websites like Priceline. There are tricks to figuring out which hotel you will get. Otherwise, use the advance purchase rates. Those are a good discount. Some hotel chains are really loose with their Friends and Family rates. You often don't even have to prove you know someone. Those discounts can be 50% or more. |
There are tricks to figuring out which hotel you will get. | Do a bit of research. Find out where you want to stay and if there is anything unique about the hotel. I recommend Tripadvisor. So, you notice that this is the only 4-star hotel in the downtown area that has both a pool and free wifi. |
Go on... | When you make your Priceline selections, be sure to check those amenity boxes, bid on a 4-star hotel downtown, and there you go. You'll get that hotel. |
I'm about to start school for Hospitality Management and Tourism; I start in four days. Is it a good career choice for somebody who wants to have kids one day and actually be able to spend time with them? | Um... Ehhh... The honest answer? No. |
Is it possible to balance work/life as a hotelier? Yes, but something always has to give. We work very long hours and are on call 24/7 365 with no real relief from that. | |
It's an industry that gets in to your blood, though. I wouldn't want to dissuade you, but it's hard. Families sometimes struggle and parents feel like they're missing out. Yet, we go back every day. | |
Hmm, maybe I'll have to look into the other sections of that degree that I could do. Thanks a lot for your honesty! | Certain areas like sales & catering, or revenue management aren't as bad. Some of that work can even be done from home. They do generally require some work to get in to, though. |
Sweet AMA, What rooms in a hotel are the worst and best (besides the usual next to an ice machine etc. ) | Almost every hotel has rooms with a better view. They usually sell for more, but are easy to get as a free upgrade. Make a casual reference to how great it would be... I think the best rooms are the odd rooms. We have a few that used to be some kind of Junior Suite but don't quite currently make the cut. They're bigger, but sell for the exact price of a standard room. I always ask about stuff like that. I don't know about worst. It almost always pertains to noise, though. We do have one room that tilts a tiny bit. We call it the vertigo room... It's so bizarre. Another one vibrates ever so slightly. Hah! Loyalty programs are the easiest way for an upgrade. Second easiest way? Ask. Super nicely. Be cheesy if necessary. Front desk folks love to feel like they've done something really meaningful. Non-peak times are super easy. So what's the $20 trick? I'm curious. |
Also free upgrades and the $20 trick...advice? | |
Is it better to clean up after yourself or let the cleaning people wash/clean things themselves? | They'll do it, but some things are really helpful. Keep trash in the trash cans, throw your dirty towels in a pile on the floor, and be careful about leaving your electronics on the beds. Some hotels will move them and pick up after you, others won't even make your bed. |
Just remember, always tip your housekeeper! They've got the hardest job there. | |
How do you tip a housekeeper? Leave a note with money? | Exactly. They usually share the tip with anyone else who did any cleaning, but it seriously makes their day. |
Sad story time? | Oh... Okay. |
My General Manager died on a treadmill while at a yearly Brand meeting. I was very new in my role, and he sat down and told me he was going to need a small procedure done sometime soon. Doctors were telling him a valve that had been replaced was failing. He said he was going for a second opinion after the meeting. I disagreed as wholeheartedly as I could, trying to get him to go immediately. No luck. He laughed and insisted he was doing the right thing. I called him to see how things were going while he was gone. We talked briefly and he said he was in the workout room to go for quick run before dinner. Just like that, and I never spoke to him again. | |
The family could not do a memorial service that our staff and community members could attend. He was from another state so they moved him. So, I held a funeral service for him in our restaurant. I wrote an delivered a eulogy for him. He was very young (mid-30s) and an absolutely incredible GM. He was loved by many, so there was a huge crowd. | |
I couldn't have imagined what a tragedy it really is for the staff to lose their leader. It was the hardest thing I've had to do so far. And the saddest. | |
Are the bed sheets ever "dirty"? | Shouldn't be. If my executive housekeeper suspects anything, she will backlight the room herself. She'll even mark sheets with invisible ink to make sure all beds have been changed. |
Do hotels care if you have more people staying in the hotel room than what's been reserved? For example, the rooms is reserved for 2 during the stay but you actually have a larger group of people staying in the room. | Yes! Please tell us. |
It's a huge safety issue if we don't know. For example, a fire breaks out in your area. We are frantically checking rooms and making sure all guests are accounted for. Your room says 1 adult. You actually have 2 adults and 2 kids. We saw you leave your room, we move on... | |
This actually happened (not at my hotel). The children were hiding in the bath tub and nobody knew they were there. It was tragic. | |
Please, please, please tell us everyone that will be in the room. | |
Do you think a hotel for dogs is possible and a good idea? | Sure! I won't judge. |
I'm current working at a hotel right now, so this feels awesome to possibly ask someone with a lot of experience some questions :D. | Hmmm good question. I think that, for whatever reason, the industry is starting to demand degrees. Any old degree, really. I have one in Anthropology... |
I've been working in the hotel industry for almost 5 years now, 1 year at a 300 room 3 star hotel as a reservationist, 3.5 years currently at a 2 star at the front desk and Night Auditor. | Having the education to work with your experience will definitely help you. It not only lends credibility to any endeavors in a market where the recruiters don't know the validity of your experience, but you're likely to learn something, too. It's not a bad idea. |
I wanted to go to school for Hotel Management since I graduated from High School, but I'm wondering if that's a good route to go now. I talk to people locally and they say that experience is more beneficial than a degree. | On the flip side of that, I have never declined a qualified and ready internal candidate based on a lack of formal education. The work you demonstrate speaks volumes. I would try to move to a few more day shifts. Night auditors have a hard time receiving the recognition they deserve. It's hard to evaluate their performance and promote accordingly. |
Would you recommend going back to school for the degree, possibly taking classes online, or stick with working full time and using experience as a leverage? | I usually feel that after 3 years someone should be up for promotion if they're performing well. It sounds like you're due. :) Maybe a talk with your manager about areas of opportunity and where you're currently doing well would help. |
Up vote for Anthroplogy degree! It was fun/challenging in college but that's...about...it. | So fun! So...not helpful. :) |
I'm a teenager really interested in the hotel industry (strongly considering Cornell School of Hotel Management). How would I go about getting a job at a hotel/experience in the hospitality industry? | Start at the bottom while you take classes. You could do something at the front desk or in housekeeping. If you are bright and do an excellent job with the guests you will see promotions happen. I'd venture to guess at least 75% of manager positions are filled by internal candidates. |
Doing some volunteer work and gaining experience making people happy will be so valuable for you. | |
What is the worst mess you have ever seen? | I'd say it is a toss-up. |
A group of 4 male athletes (likely swimmers) decided to shave all of their body hair, including their heads. To this day, I'm astounded at the number of places they managed to completely coat with hair. Every surface of both the room and the bathroom was furry. We had to call in Roto Rooter to get the drains working again. | |
We had a group of hippies attending a String Cheese Incident concert. They got in to some drugs of some kind and found about a dozen blue Bic pens and cut them up with a razor. They smeared the ink over all the furniture, the walls, and the bedding. We had to replace almost everything. They also left huge piles of vomit and hair in the tub. Ugh... It was so gross. | |
Do you charge for that sort of thing? | If we can, yes. |
Have you ever subtly/unsubtly lost composure with an irritating guest and gone out of your way not to help them? | Yes. I had a guest once insist that I move the two queen sized beds out of his room and bring in two kings, instead. I tried every trick in my bag to make him happy in a way that did not include dismantling the beds that were attached to the walls... He fought me for hours. Days! Every time he saw me he got aggressive. He complained about the river not being high enough, the bushes being too green, the windows being too small. He was making me crazy. So, when he'd call needing something like towels or something... I was never in a big hurry. |
I'll always help someone, but it might be on my terms at that point. | |
My question regards smoking herb in a hotel room. If you smell it, are you gonna call the cops? | Probably not. We will likely warn you ourselves. It's sort of rare to call the cops on it. We treat it more like any other guest smoking when they shouldn't be. |
I use to travel for work a lot. If I have a complaint (eg. room not made, something missing or not working, etc), what's the best thing to ask for complimentary? I would not get anything complimentary unless I asked as they usually fixed the situation and that was it or is it unreasonable to ask? | Maybe free breakfast if it isn't included? Free wifi, 1000 loyalty points, or a coupon for an amenity might be available. |
It's not unreasonable to ask, as long as you do it nicely. | |
How many suicides have you had to deal with? I have a friend who once worked at a premier place in NYC and he said it was like a suicide magnet. | I have not had to deal with any. I came very close, once. A man attempted to overdose, but had called his family and said some strange things. They called me and we did an emergency wellness check and found him, still alive. We called 911 and they took him to the ER. |
In this area, people drive up in to the woods... It isn't terribly common in hotels. | |
What would your staff tell me if I asked them "What is M_Moxie's favorite catch phrases?" | So I actually texted a bunch of people and they all just laughed at me. |
I don't really do catch-phrases, I don't think. I think what they'd tell you about my personality is that I am very perceptive and can almost instantly change my communication style to solve a problem or talk to a guest or associate. I laugh a lot. That's kind of my signature. | |
I just got an answer that I say "absolutely" and "listen" a lot. "Listen, here's the deal." Haha. "Listen, we have a problem." "Listen, you did great." Shit. It's true. | |
That's awesome! Too funny, didn't expect you to actually ask them. I'm cracking up! Its something I would do. Your management style seems to be a lot like mine too, I tend to use humor all the time. Just because you're the boss doesn't mean you have to be a hard ass to be respected. | Absolutely! |
Haha. Ahhh. | |
Listen, I know it's been awhile, but I really enjoyed this AMA. Question: what is a loyalty program and what's it going to cost me? | A loyalty program is something set up by the various hotel brands to encourage travelers to be brand-specific when choosing a place to stay. The idea is that for every dollar you spend at one of their hotels, they'll reward you with "points", or in some cases airline miles. Those points can later be redeemed for free night stays, free stuff, or vacations. That varies a bit by loyalty program, but they all operate on roughly the same premise. The programs are always completely free to join, and the more loyal you are, the more goodies you get. You'll move up levels and get more perks (free upgrades, free drink/breakfast vouchers, free newspaper delivered to your door, free wifi, etc). If you're a person who frequently needs late check-outs, they're really valuable. That's a fairly universal perk offered to almost all levels. There's no reason not to join, honestly. (And I'm not even getting anything to say that!) |
I want to be the manager of a Hotel someday. Do you have any advice? Where would you start from? | I love the constant challenge in my job. I do actually love people, work with some fantastic associates, and have this ability every day to do something that is meaningful to someone. That seriously rocks. I can problem solve my way out of almost anything. It requires a ton of agility. |
What are the things you like/dislike most in your job? What was the hardest experience you had and what was the happiest moment? | I dislike exactly how stressful it is sometimes, and how unpredictable my schedule is. My hobbies suffer, and most of my friends just assume I will ditch. My husband doesn't get terribly frustrated, but I know that sometimes he feels bad. He gets it. |
What do you do if someone claims they found bedbugs? | Tear the room apart and see if we find any. If yes, we take that room and all of the rooms around, under, and above it out of order. The exterminators come and work their magic. |
Steritech? | Ecolab. |
How do I go from the front desk to hr? I've been at the desk for 5 years, I'm a supervisor, but how do i get over there? | Oh that's a hard one! It takes some luck, honestly. Here's what you need: |
Experience demonstrating some HR functions like recruiting or training. Ask your manager if you can help with hiring. Offer an idea for training. | |
Good instincts. Feel free to start sharing your insight on any situations you may be involved in. | |
Always act with 100% integrity. Inspire your coworkers to follow suit. Never get caught being a gossip or bitching about work conditions. | |
Volunteer somewhere. Talk to the ladies at the YWCA about job hunting, do something with your local university or college, or offer your time at a GED program helping with resumes. | |
Accept an intro position if there is one as an HR coordinator or intern. | |
I'm currently going to University in pursuit of a degree in Hospitality Management. What is a some advice you would give to someone aspiring to reach the top of the career ladder in hotels? Also, how did you get your start? | I started at the front desk as a regular agent. That's the best thing to do. Start somewhere at the bottom and be excellent. Learn as many roles as you can, and always pitch in when others need help. The managers will notice. If they don't, find a hotel that will. |
I personally don't like the idea of limited service, so I started with Doubletree. Take your own path as far as that goes, but I've found the options to be much greater with full service. | |
Are you enjoying Borderlands 2? | Absolutely. When I have time to play... |
Any crazy murders, suicide or death stories? | Fortunately, not really. I already told the story about a suicide attempt, but the only other death was from natural causes. Just a nice old man who died in his sleep. |
I've definitely had my share of emergencies. Heart attacks are not uncommon. One choking incident in the restaurant. | |
Have any good stories about Gypsies? | Ooh. Nope. Not from my hotel experience. |
Was this within the last year or so? Was the guy from Massachusetts? | It was not. |
Creepiest request over room service? | Well, this might qualify... I once had a guest call me to tell me he was having a problem with a movie he had ordered in his room. I had a hard time finding out what was wrong, as I was thinking it was a technical issue. As we kept talking, he finally said, "Well, okay. Here it is. This porn is just to softcore for my tastes. I need something really raunchy. Can you help with that?" |
I answered carefully that I didn't have any additional movie options available for him to select, and he insisted that no, he wanted ME to help him. I apologized and flat turned him down. He huffed at me and then asked for a refund on the movie, which I also told him wasn't going to happen. He resigned with a sigh and hung up on me. | |
He called 2 minutes later asking for some extra bottles of the complimentary lotion. | |
For actual room service, the creepers always call and place a perfectly normal order... then answer the door with their wang out. | |
So gross. |
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