Hotel Secrets – 10 Confessions of Front Desk Clerks
Ah, the front desk clerk at a hotel. They are working in the front lines of the hotel industry and typically handle most customer issues. That means they tend to have the most info and some of the best stories.
I spoke with three clerks who worked the front desks in various hotels. Combined, their experience covers 18 years of working in the hospitality business. They provided me with some secrets, tips and tales that they wish guests were more aware of.
10. Guests who use a third party booking site (Orbitz or Priceline for example) are more likely to get “walked“ in the event the hotel overbooks.
The goal is to fill every hotel room to maximize profits and that means overbooking. “It’s just like with an airline. They gamble on no-shows or cancellations,” one clerk who worked for a large hotel chain said. “When all guests arrive and the hotel is at capacity, managers are forced to walk guests. You will get an apology and a room at another comparable hotel. Guests who are just staying one night, booked through a third party at a discounted rate or are just being obnoxious will most likely be the ones walked.” The moral of the story here, even if you confirm your reservation, there is still a chance you could be out of a room. Continue Reading…