aisleorwindow

Hello again letiole-
As far as bribes go, or "special gifts" as I like to call them, this is one of those unwritten rules of the front desk. Yes it does happen regularly. Yes it most certainly is an effective way to get an upgrade. Yes it is slimy to a certain extent, but it doesn't have to be, there is a right and wrong way to go about it: Don't just throw a twenty down on the desk and say "how 'bout an upgrade". Rather try, "are there any upgrades available tonight" and then add something like "if you can help me out, I would certainly take care of you." Most hotel front desks have cameras on them, so if you wait to give "gifts" wait until after you've gotten you're room key, then you're tipping and not bribing.

A couple of disclaimers:
1) This has a lower probability of working the more nights you are staying.
2) Beware of trying this in other countries where it might be deemed offensive.
3) Don't be pushy. If the answer is "no", then the answer is "no."

Hope that helps. Thanks for the kind words.

[This message has been edited by g_leyser (edited 09-20-2002).]

aisleorwindow

Great find JohnnyP! Very interesting!

El Cochinito

FWIW, on occasion I've asked if a "nicer room" might be available while handing over my credit card at check-in with President Jackson discretely folded underneath. Hasn't failed yet.

I've learned a lot on this thread, thank you for sharing.

pdhenry

BEWARE that some hotels now use a sensor inside the mini-bar fridge that (somehow) detects that you are removing something and charges you IMMEDIATELY for that item. I stayed at the Hilton at the Zurich airport and had a Coke form the minibar. Checked my account via the TV set a few minutes later and had already been charged for the Coke.

However, this fridge had an empty shelf reserved for guests to chill their own drinks...

P D Henry

TrojanHorse

Thanks g_leyser for the answer.. I agree, the dollar value is completely immaterial.. If they would have just disclosed this somewhere I would have mumbled something under my breath and just ate it as a cost of doing business in PR.. however between their non disclosure and attitude I decided to spend the five to ten minutes and fill out the online FTC and the online BBB complaint forms. i'll fire off a quick letter to the Wyndham Sr. VP of Resort Ops in Dallas as well. Heck, the mgr at the hotel gave me his name and number so I called him and the admin ...'t gave me his address. I'll also give him the complaint ref #'s to the FTC and BBB as well.. and finally when the Credit card billings from PL and the hotel post, I'll challenge those charges too in hopes that I can force the hotel and PL to answer me or eat the costs.

BTW, as far as PL goes, I did a thorough analysis of the fine print and only see references to taxes. Of course it says incidentals are not included however to me an incidental is a cost that is determined by my choice as to whether I want that service and/or product and bill it to my room. This was a cost that I did not have any choice in the matter, nor did I know it was coming.

I'm not looking to get anything from Wyndham, or the hotel (as I won't go back there again, hence I won't use PL in PR either). I tried calling PL and couldn't get past the automated system.

I do agree, you are doing FT a wonderful service here and support you having your own thread.. I wish someone in the FT management would take notice and provide you with a forum of some sort. They might have to verify your credentials but from what I read, you are a great resource to all of us

thanks for your help

CrazyOne

I stayed at a DoubleTree in Boston that had one of these too, but this one had *no* room for anything in it. Drove me nuts that there was a fridge there but couldn't do anything to keep my own stuff cold.

aisleorwindow

It doesn't surprise me that hotels are starting to install these sensored minibar fridges. "Theft" of minibar items are rampant. Not just by guests, but staff will often take them as well from rooms that are checking out so the guest then gets charged. For some reason people are especially dishonest when it comes to minibars. I remember several occasions where guests came to check out with minibar items IN THEIR HANDS and I would ask if they have any minibar items they would like to add to the bill, and they would say "no". I wanted to say "but you are drinking it right in front of me you liar!!!" These are the same people who have the hotel towels peaking out of their suitcase

Doppy

Great thread - thanks for sharing.

I was wondering if you can run through the chain of command and their respective titles, beginning with the front desk.

For instance, if I had a check-in or general issue (not specific to housekeeping or something like that) at the front desk, who is above the front desk agents, and who's above that person and who's above that person?

Thanks

d

kelly786

My friends and I all second the idea that this topic is so great, it could have its own forum! A number of people have joined the FT community after being told about this thread and then discovering the neat stuff here! I know I make it a point to check in and read the latest questions and your responses! Haven't been disappointed yet!
Thanks
kelly786

obscure2k

Quote:"My friends and I all second the idea that this topic is so great, it could have its own forum! A number of people have joined the FT community after being told about this thread and then discovering the neat stuff here! I know I make it a point to check in and read the latest questions and your responses! Haven't been disappointed yet!
Thanks"

Hopefully, you will follow my lead and e-mail Randy. I did e-mail him about a week ago re: this thread; as yet, no response. --Sincerely hope that Randy is looking at this thread --How about proposing G_Leyser for his own "Freddie."

aisleorwindow

Another good question. Keep in mind that the front desk is part of the Front Office Department which includes Reservations. The hierarchy goes something like this: (from lowest to highest).
1) Front Desk Agent: the person who most likely checks you in.

2) Front Desk Supervisor: this person is "head of the Front Desk Agents". Very few differences from the agent, but has a few extra responsibilities.

3) Assistant Front Desk Manager: There will be at least one of these during every shift. If there is a problem this will most likely be the person you deal with. (Unless it is a BIG problem).

4) Front Desk Manager: More of a 9 to 5 job, but usually there on the weekends as well. This person has very little customer contact relative to the first three, but will deal with big shot guests and MAJOR problem guests. This person will have the final say on employee reviews, and will make decisions on hiring and firing.

5) Front Office Manager: In charge of front desk AND reservations AND guest services (doormen, bellhops, etc.). This person has almost no customer contact, but any decision the Front Desk Manager makes must be cleared through this person.

6) Rooms Division Manager: You will never see this person.

Hope that helps.

TrojanHorse

What is a Rooms Division Mgr? what does he/she do?

Where does GM sit in this org chart?

What about Regional Mgrs?

and up the corp chain or if franchised, does the org chart differ?

Just curious, did you work in a franchise or Corp hotel? reason I ask is that I was wondering if one treats guests better on avg?

thanks, great job

KathyWdrf

Seeing as how there is a possible hotel strike looming in Chicago, it occurred to me to ask: Did any of the hotels you worked for have serious labor troubles (strikes, sickouts, or whatever), and if so, how did the hotel manage to operate when such things occurred?

Kathy

obscure2k

--Speaking of Chicago--how would you , if a manager in the midwest (or elsewhere), handle severe weather-related problems: e.g. airport closed, would any concessions be made for the guest who was unable to leave the city. I should think that weather-related issues would present a host of problems.
(deliveries not made, employees not coming to work, etc.) Is this a manager's nightmare?

obscure2k

--Are there any Hotel Review Sites which YOU would recommend?