[AMA] I'm a Hotel/Resort Manager

Ace Ventura on 10/08/2019 - 14:57
Last edited 11/08/2019 - 19:00 by 1 other user

I have 20 years give or take experience, entirely based in Aus, I have worked for the two largest providers in the world. As both manager and assistant manager.

The largest property I had involvement with was just under 200 rooms, so not massive, but certainly large enough to keep me busy. I've primarily ran regional properties for lifestyle reasons, but have done stints in the cities too.

I currently run a heritage boutique property of only 50 rooms. This was a lifestyle choice, and the first property in my career where I've been able to stick to a 40 hour week.

On top of my professional experience I own a farmstay property, mainly catering to families, we offer a rural lifestyle experience, feed the animals, horse riding, all that jazz, my wife handles most of the day to day, but it's enough that I have very full days.

That said, my opinions here are mine alone, not that of my current or past employers.

So AMA.

Introduce Yourself

closed Comments

  • DiceySlicey on 10/08/2019 - 15:02
    +4

    Hotel?

    • Ace Ventura on 10/08/2019 - 15:04

      Multiple, not identifying, got to keep the bosses happy.

    • brokeunistudent on 10/08/2019 - 15:51
      +56

      Trivago

      • Skramit on 10/08/2019 - 16:20
        +3

        Gotta love effective advertising. Sex sells.

        • Kangal on 11/08/2019 - 12:49

          Oui Oui!!

  • AustriaBargain on 10/08/2019 - 15:27

    Is Amazon Prime worth it just for Prime Video?

    • Ace Ventura on 10/08/2019 - 15:32
      +15

      Only if it's 24.5c outside and you have no more than 4 trees in your yard.

  • bajillionaire on 10/08/2019 - 15:43
    +1

    Best tip for scoring a free room upgrade?

    • Ace Ventura on 10/08/2019 - 16:05
      +24

      Don't ask. 95% of the time upgrades happen because we need to shuffle room allocations, and then it's for guests that we feel are good friendly people. We contact them, the pushy bloke asking for one just because he feels entitled won't have much luck.

      • Kangal on 11/08/2019 - 12:54
        -2

        What about Indian guests? Have any items missing from your rooms?

        • Ace Ventura on 11/08/2019 - 13:11
          +17

          We have plenty of Indian guests, we have had things go missing from rooms. I wouldn't say there's any correlation between the two though.

      • boomramada on 12/08/2019 - 14:56

        I never have asked but at least 20 bookings per year, I'm still waiting for my free upgrade!

      • Eeples on 12/08/2019 - 16:01
        +3

        What about asking for a paid upgrade?
        Is that typically cheaper than booking the higher grade room in the first place?

        • bluesky on 13/08/2019 - 21:26

          Don't know if this is common, or common in Aus, but a staff who kindly gave me a tour of rooms in a hotel (not in Aus) told me how to secure a higher-grade room a lot cheaper by booking a lower-grade room, then requesting an upgrade. That would save $$$ compared to booking the upgraded room in the first instance. He provided me numbers, which I cannot remember now, but was substantial. Apparently, it was an open secret for regulars there.

          I was fortunate to be upgraded to a 2-room suite for free, because there were smells from renovations in a nearby floor. For the tour, he showed me the grand suite where Prince Charles stayed at, and in my mind, it was absolutely not worth the money :-)

      • camtraband on 12/08/2019 - 23:06

        I tend to hint, usually something like "my wife are here celebrating X! If there's anything you can do to make our stay extra special that would be amazing" but I also never ever expect anything and I won't mention it myself in person. Honestly just the acknowledgement at the check-in is nice and makes it feel personal and makes me feel welcome. That said, it usually results in at least a fruit platter of small bottle of sparkly, and sometimes big upgrades. In Vietnam they ALL gave us an entire sponge cake that we'd be able to choke down 2 bites of but it was super nice!

      • PAOK11 on 13/08/2019 - 13:49

        Pretty average advice. The only way to get an upgrade is to bitch about something

  • HardQuiz on 10/08/2019 - 15:44
    +1

    Does contacting the hotel directly yield a cheaper rate or not ? Compared to online booking sites and aggregators?

    Are the rooms assigned for guests the night before? Or is it during the check-in that reception staff decides which room you get ?

    Thank you

    • Ace Ventura on 10/08/2019 - 16:16
      +1

      I'd always contact the hotel.

      OTAs charge commission to the hotels. The rooms they offer still come from the hotels pool, they control the rates, they opt in for specials etc. So generally if an OTA is offering a rate, direct booking should be cheaper as there's no commission built in. That said, often OTAs have contracts for the lowest advertised price. Won't stop a hotel beating it over the phone though.
      This isn't gospel, some companies use contractors to manage their rental sales, this is more common with timeshare venues selling at cash rates. It becomes more complex.

      Allocation times vary wildy. My current mob allocates 7 days out, but others will allocate on the say as guests arrive allowing them to work around housekeepers.

      • brad1-8tsi on 12/08/2019 - 10:05
        +2

        I (was) travelling a lot for work. The number of times I rang the hotel direct but could get it cheaper online was ridiculous. I gave up giving the hotel the opportunity to do a deal in the end.

        • Ace Ventura on 12/08/2019 - 16:22

          I hear this more and more.

          The systems are pretty good now days we use site managers to control inventory across all OTAs simultaneously, rather than updating every site as a room sells.

          Those systems drop bookings directly into the hotels software, guest details, rate, etc,
          This creates an issue of complacency, no manual entering needed, it's easier for staff to tell you to book online, you do all the work then.

          It's poor form.

          • brad1-8tsi on 13/08/2019 - 07:38
            +1

            @Ace Ventura: I'd even say to them "I know you are giving 25% to the portal, lets meet half way and you get more money and I pay less".

            My employer paid me a flat rate daily accommodation allowance so it was in my financial interest to get the best deal possible.

        • bluesky on 13/08/2019 - 21:45

          The hotel reservation staff sometimes cannot do anything to better the rates provided online, even for a repeat customer. Helpful staff would suggest I book online. And then s/he would still allocate a good room after the booking comes in.

  • ATTS on 10/08/2019 - 15:44

    Is the cleaning the room the same between differently star rated hotels?

    • Ace Ventura on 10/08/2019 - 15:59
      +3

      The cleaning requirements SHOULD be much the same, clean all surfaces, fresh linen, clean dishes, restock amenities, yada yada, the qualities of the facilities, linen, amenities, cleaning products etc will vary greatly.

      The reality is, in a budget venue, turn times are the first thing a manager slashes when trying to save money, pushing housekeepers to complete the same routine, in less time. Often leading to a lower standard of cleanliness, missed restock, and inevitably a unsatisfied guest.

      Not to say a budget venue can't be clean, but we've all seen it happen.

      • godofpizza on 12/08/2019 - 15:18

        How are the cups used in the room cleaned?

        • Ace Ventura on 12/08/2019 - 15:22
          +1

          Same as you'd do it at home. In dishwasher if it's an apartment, sink, warm water, dishwashing liquid if not. Dried with those white tea towels that stop spotting so you get a nice shiny glass.

      • brad1-8tsi on 13/08/2019 - 07:43

        Not to say a budget venue can't be clean, but we've all seen it happen.

        I've stayed in some $80/night (inc breakfast) venues out in the country and they fullfilled my 3 requirements: 1) spotlessly clean; 2) good mattress; 3) Good WiFi.

        We have 40-60 people away from home every week night. Once a place gets a good reputation they make good money from us.

  • cynicalmike on 10/08/2019 - 15:48
    +3

    is your username based on the mentality of some of your guests?

    • Ace Ventura on 10/08/2019 - 16:24
      +9

      Judging by your username I'd say you've been customer facing too.

      • cynicalmike on 10/08/2019 - 18:58
        +11

        there's always a Karen…

  • Donaldhump on 10/08/2019 - 16:08

    avg salary

    • Ace Ventura on 10/08/2019 - 16:23

      Award wages up to department head, little room for negotiating there.

      A manager in a decent sized property will run 90k up. Too many factors to define the up part.

      • Kista on 11/08/2019 - 13:52
        -4

        Before or Post tax?

        • brad1-8tsi on 14/08/2019 - 07:16

          before. tax rates vary depending on personal circumstances.

  • Sweet3st on 10/08/2019 - 16:10
    +2

    Do customers who book through discount 3rd party providers eg CheapTickets, Expedia get the worst rooms?

    • Ace Ventura on 10/08/2019 - 16:19
      +1

      Speculative. It shouldn't happen but I've heard of it. More based on price, not so much where the booking came from. Not so much hotel policy, but staff biases can work their way into things.

      It really shouldn't happen though.

  • Skramit on 10/08/2019 - 16:23

    As a hotel manager in one of the major chains, can you tell us how your time in a week is divided between front desk, back of house, complaints, inspections, planning, meetings with head office, handling VIPs etc etc.

    Basically what’s your typical weekly calendar look like including dealing with advocacy stuff?

    • Ace Ventura on 10/08/2019 - 16:39
      +1

      My answer likely does not reflect the norm. My property is well established, has a high occupancy, long term staff, high percentage of repeat guests with high satisfaction rates.

      For these reasons I am able to step away from day to day stuff more often than other managers, my main responsibilities are the finances, the heritage requirements around upkeep and maintenance, working with contractors, event coordinators etc.

      That said, I still have to approve budgets, rosters, handle complaints etc, but I am lucky to have the time to spread my focus a lot more than others in the industry.

      • Skramit on 10/08/2019 - 17:46

        What about when u worked at the bigger hotels?

        • Ace Ventura on 10/08/2019 - 18:06

          Much different.
          I worked longer hours, tighter deadlines, more stress.

          Often I would struggle to get customer facing, unless it was a complaint. Much more desk bound. Had more management level staff to handle the loads, but inevitably that leads to more meetings, more action plans, more liasing with third parties.

          We had daily meetings on a onsite level for planning, prep etc, then weekly meetings for the department heads to show results, explain downfalls or growth, keep me up to speed with the front line numbers. I would spend a couple hours a day liasing and strategizing with corporate office. Implementing new policy or promotions was a never ending grind. Once a fortnight, would be stakeholder or owners meeting.

          End of month reporting meetings, meet with the cfo usually daily. Events often needed my input, especially if the media was involved.

          The largest venue I ran, I lived onsite. There were times it felt that I never knocked off.

  • TheMindsetTraveller on 10/08/2019 - 17:18
    +1

    What is your tertiary qualification or other qualifications?

    When I was a teenager I dreamt to one day run my own hotel (this was after staying at my first five star hotel when I was 12 at the once upon a time ANA Hotel, Sydney - which is now the Shangri-La Sydney). When I had to apply for university (we had six preferences back in my day) I had applied for Bachelor of Business (Hospitality Management) as my 4th preference, unfortunately I missed out as I received my first preference.

    Anyway, we stay in hotels/resorts a fair bit, upwards of 80 nights each year for the last decade, and all I can say is the difference between a good hotel and an excellent one is staff. There is one particular hotel in Bangkok for example where it is well known in the frequent traveller community (and tripadvisor) that the service from all hotel staff is legendary and the GM of the property is so hands-on and pro-active that he is regularly seen at breakfast service attending to tables, talking to guests and leading by example.

    • Ace Ventura on 10/08/2019 - 17:43
      +5

      I have a diploma in business management, however I completed this after I had my first management role.
      I came up through food and beverage in reasonably remote Australia, that said it was a tourist town so the business was there, but the staff werent, so although I lacked qualifications, I was a candidate for management as I worked hard and had a good grasp on the principals. I was a department head by the time I turned 20.

      From that point, my advancement came off the back of my experience and my lack of education wasn't as much of an issue. I landed a 2IC role in Melbourne, where I was put on the diploma track. If I had of started my career in Melbourne, I believe I wouldn't have had the same opportunities, too much of the competition would have out qualified me. Instead, my experience outweighed their certificates.

      100% agree with the rest of your statement. A good manager is a leader not a delegater.

    • temporiser on 11/08/2019 - 09:42
      +4

      Care to share the name?

    • bulletproof on 13/08/2019 - 00:27

      Which bkk hotel? I’m in and out of there often for business and am considering a base.

      • Bnjam3 on 13/08/2019 - 07:08

        Novotel ploenchit is one of the best hotel i have ever been in my life. Always ask for top floor room.

      • TheMindsetTraveller on 13/08/2019 - 07:16

        @bulletproof

        Sheraton Grande Sukhumvit

  • silverrat23 on 10/08/2019 - 17:40
    +2

    Red or Blue?

  • wordplay on 10/08/2019 - 18:28
    +2

    What is the worst thing you have found in someones room after they have checked out?

    • Ace Ventura on 10/08/2019 - 18:43
      +11

      Personally, vomit all over a wall and floor, but I've had staff deal with feaces, blood, sanitary items, probably a whole lot more.

      Slight tangent but still in the terrible things to see zone, I've been first responder for a suicide in a room. It's pretty surreal thinking back on it, but hit me pretty hard back then.

      • wordplay on 10/08/2019 - 18:54
        +24

        I am sorry you had to be a part of something like that.

  • [Deactivated] on 10/08/2019 - 20:59
    +1

    Do you clean tv remotes.

    • Ace Ventura on 10/08/2019 - 21:11
      +18

      They'd get a quick wipe over the same time as the coffee table.
      Do we get cotton buds and antibacterial and religiously clean between every nook and cranny? No.
      Should you lick them?
      I wouldnt.

      • DirtyBoots on 11/08/2019 - 17:32
        +10

        Don't lick remote.
        Gotcha.

      • This Guy on 13/08/2019 - 13:40

        "lick them?
        I would"

        • muncan on 13/08/2019 - 20:02
          +1

          Username checks out

  • kyle on 11/08/2019 - 00:03

    Is there much difference in price for different name brand bathroom amenities since they all seem to come from Sysco?

    • Ace Ventura on 11/08/2019 - 10:13

      Lot of different options and costs there, lot of similar products in different packaging too.

  • wako on 11/08/2019 - 07:30
    +1

    Im not sure what its called but the decorative piece of material that they hang over the end of the bed and what a women would call decorative pillows do they get cleaned between guests…

    The first thing I do when I check in is throw them on the floor.. I hate having the decorative pillows on my normal pillows.

    • Ace Ventura on 11/08/2019 - 10:11
      +2

      The bed runner. It is cleaned as required. Same with the cushions. I throw them off too.

      • cheesecactus on 11/08/2019 - 14:57
        +1

        Could you elaborate on "as required"?

        • Ace Ventura on 11/08/2019 - 15:01

          Not with every linen change. Some venues might put them on a weekly schedule, others might just be when they look a bit iffy.

  • BNR34 on 11/08/2019 - 07:52
    +1

    Do hotels mind if guests take the toiletries?

    • Ace Ventura on 11/08/2019 - 10:10

      Anything not taken will be reused obviously that helps our profits, but those hardcosts are built into the room rate so we aren't at a loss if you do.
      Take anything that isn't a consumable now days and you'll likely be charged.

      • dufflover on 13/08/2019 - 17:32

        If the seals are intact on the toiletries because say I brought my own preferred one or want to finish an existing bottle, are they able to re-used? (the whole reduce consumption/waste thing)

  • shertiger on 11/08/2019 - 09:18

    What happens to half used soap, shampoo etc. Does it all get chucked or recycled?

    • Ace Ventura on 11/08/2019 - 10:08
      +10

      We support soapaid, a charity that recycles bar soap for poverty and disease stricken areas. Liquid soap is thrown out, but we use a 100% biodegradable brand, even the packaging breaks down.

      • cynicalmike on 12/08/2019 - 11:29
        +1

        so the bar of soap i cleaned my dirty bum crack with is effectively transferred to a child in Africa so they can clean their dirty bum crack as well?

        • huit on 13/08/2019 - 13:29

          No those labelled as organic and sold to fat wealthy ladies.

  • HardQuiz on 11/08/2019 - 10:25

    How safe are the room safes ?

    • Ace Ventura on 11/08/2019 - 11:17
      +4

      Digital safes have a usb key, that requires a unique code. Generally only supervisors should know the code, so if line staff get access to the usb stick, they still can't use it.

      If a staff member unlocks a safe using the usb it can't relocked without a new code being input. So if a guest was to find the code they had chosen suddenly didn't work, they would know that either it's been accessed, or that they simply mistyped their code. Either way, gives reason to check contents.

      Like anything, they are as safe as the properties procedures are tight. Some good, some not so.

      That said, hotel safe keeping, meaning given to staff to put in the office safe, not the room safe. Is legislated to protect your goods up to $3000. So if you put something in safe keeping, they are liable for it's cost. At least here in Aus.

  • thethinker on 11/08/2019 - 11:20
    +2

    Have hotels taken a major hit because of Airbnb?

    • Ace Ventura on 11/08/2019 - 13:14
      +4

      Now the biggest accom provider in the world. It's had impacts but it's not as big an impact on the market as you'd expect.

    • Powershopz on 11/08/2019 - 18:13
      +1

      This depends on the market. London, Paris, San Francisco and Melbourne have all been heavily impacted by Airbnb as they are some of the most popular destinations for Airbnb and have the highest mix % of Airbnb room supply.

  • QW3RTY on 11/08/2019 - 11:27

    What amount of business are you seeing coming through OTAs?
    What amount of commission do they generally take?

    • Ace Ventura on 11/08/2019 - 13:16

      Huge market. Very hard to be competitive if your not across the major players. Commission is generally 10-15%.

    • Powershopz on 11/08/2019 - 18:10

      Traditional OTA commissions vary from 10-18%
      Wholesale OTA commissions vary from 15-30%

      The amount of OTA business varies significantly depending on the type of property, their location and their distribution strategy. A lot of smaller chains or independent properties rely much heavier on OTA distribution.

  • crob on 11/08/2019 - 14:31

    why are sites like Hotels.com cheaper than your own site?

    • Ace Ventura on 11/08/2019 - 14:58

      Depending on contracts, OTAs often have a clause stating they get the cheapest advertised rate. It does not stop the hotel beating that rate, but may prevent them from showing lower on their own site.

      Branddotcom sites are usually not updated often either, so likely show rack rates. Calling is best to find any specials.

      Lastly, the big name OTAs love to push their site wide specials. A hotel can opt in or out, but if every other hotel is opting in, you'd be over priced if you opted out. The OTAs do not choose the rates, we control our own prices and inventory, but they have a lot of influence to get the hotels to offer discounts.

  • syousef on 11/08/2019 - 16:39
    +1

    Worst mess/damage you've had to clean up/deal with?

    Strangest or most unfortunate injury/misadventure a guest has had?

    Can't believe these haven't been asked.

    • Ace Ventura on 11/08/2019 - 17:22
      +8

      I have some stories, but I'll try keep it online with the question.

      Outter suburbs, not exactly a destination hotel, cheap crap you'd stay put to be near an airport.
      Had a young fella staying, he'd extend his stay week after week, always paying in advance, in cash. Rarely saw him. Always told us never put calls through, if anyone asks, he's not there etc etc. Never wanted housekeeping, we left clean linen by the door, he put dirty stuff into the chutes for us.
      We knew it wasn't above board but he paid and was quiet.

      One day his advance payment runs out, we let it slip, he'd been good for it for months, few days later still no sign of him. Few more days, nada. We would have assumed he'd left, but his very expensive Audi was still in the underground park.

      After about 5 days, I enter the room. There's 10s of thousands of dollars worth of video equipment set up. Along with cupboards full of lingerie. Bikinis on the floor, packaging for sex toys lying around, Not a single bit of footage though.

      Strangely, the room is covered in mustard and sauce and other food stuffs, all over the walls, the bed, the floor, the works, and ants, due to the time it had all sat there.

      It seemed he'd taken his personal effects, and that was it. We called the police, the took photos and all that, told us the ID we had on file was fake, the plates on the Audi were too, so they just moved on. There was no case to connect it too, so they didn't remove anything. By law we had to hold all the equipment and the car for a minimum three months.

      However, the property was in receivership, bank had sold it, we were there for the settlement period only. All the gear was still there when the new brand took over.

      Was a fun, but rough property. Franchised, big brand, but in a terrible area, had some scary stories from that place.

      • syousef on 11/08/2019 - 18:21

        Yuck. Did he have "guests" or was he taping himself doing nasty things in drag? I'm surprised the car wasn't seized.

        • Ace Ventura on 11/08/2019 - 18:23
          +3

          Never really found out. It was all pretty bizarre. The car wasn't reported stolen, it was on private property. We were basically told to just wait and see if he came and got it. Don't know what eventuated when the new owners took over.

      • nomoneynoproblems on 11/08/2019 - 21:23
        +1

        Can you elaborate on the scary stories? That case is weird as…

        • Ace Ventura on 12/08/2019 - 19:26
          +3

          Alrighty then, story has little to do with working in the industry, but paints a picture of the local area.

          We had a small driveway 2eith three parallel parks along it, then driveway immediately ran into the underground car park, after a swipe card boom gate.

          We were on a busy main road, but to enter the venue, you'd turn at traffic lights, into a small dead end street, than immediately into the driveway.

          One day a car flys into the driveway and stops, unable to pass the barrier into the underground. A second car pulls up behind, effectively blocking him in.
          Two blokes get out of the second car, approach the front doors, I can see both men swinging wildly, I thought they were punching the driver. I was on the phone to 000 pretty quick and hit the door lock button.

          They get back into their car, reverse out, and immediately pull up at the red traffic light. The injured driver, rather than coming in and seeking assistance, reverses out and stops behind the car that just assaulted them.

          On the opposite side of the main road is a police station, big one. But back to the cars, the passenger of the lead vehicle gets out, and approaches the drivers door of the fella they'd already assaulted. At this point he pulls a pistol from his belt and holds it against the window.

          His mate in the lead car, must have seen it, and panics, flooring it through a busy intersection, luckily not hitting anyone. This gives the assaulted driver space ahead, so he does the same.

          …leaving a bloke standing in the middle of heavy traffic, holding a gun, in front of a police station. He somehow manages to force his way into another car, knocks it off and high tails it, before the police have exited their station.

          Assaulted driver is picked up 10 minutes later begging for assistance, when we thought they were punching him, they were stabbing him, we just didn't have the view to know.

          Police take our statements, and smirked or laughed each time the two of us said he had a gun. Basically told us it's easy to imagine these things in the moment.

          Our cameras didn't cover the road, and the police just thought it was road rage.

          Next evening a couple officers dropped in and apologised, their cctv picked it all up, it was a gun. I believe the stolen car was found burnt out. I don't know if they ever caught the blokes.

        • Ace Ventura on 12/08/2019 - 19:38
          +1

          When we first took over, we found you could take the stairs all the way up, and exit onto the roof, without a key. Emergency stairs generally need keys to exit on any floor except ground.

          Immediately put fixing this on my to do list, but it wasn't possible to do immediately. Night two of our management, we find 2 dozen youngish folk, up on the roof, smoking up a storm, they had wrecked the lock so they could get high and enjoy the view over the city. They weren't guests, just locals. Had worked out if they entered a certain way, they weren't likely to he seen.

          So high as a kite, sitting on roof of a 6 story building, legs hanging over the edge. Thankfully no one got hurt.

          We spent Nye up there, with deck chairs, away from the edge at least, watching the fireworks. So we were just as bad as them.

  • ahly92 on 11/08/2019 - 17:50

    Do you get annoyed or do you refuse guests who bring more than the stated guests? Like booking a 2 queen room (usually for 2 guests) and a family of 6 or 8 turn up?

    • Ace Ventura on 11/08/2019 - 18:10

      Have refused in the past, but they've been grossly over occ'd, 10 in a room for 6 etc. If its just one or two extra, usually just tell them we won't be providing extra amenities or bedding, and the extra breakfasts are way x cost.

      • JimB on 11/08/2019 - 21:34

        What about a young family of 4 in a single room.

        I.e. parents and 6 & 7 yo?

        Some hotels require 2 separate rooms where the max is 3 guest and some others will allow us to stay in one room.

        If they state max of 3, if I rock up with my family, how likely is it I will be refused?

  • penguin286 on 11/08/2019 - 17:58

    What sort of character/personality does it take for someone to be in your role effectively? And conversely, what might be a common personality that you have seen just doesn't work in your line of business?

    • Ace Ventura on 11/08/2019 - 18:28
      +3

      You need a backbone, dealing with entitled folk, needy, people with wrong expectations. Then you get the drunks as well. So you can't be a push over.
      But, empathy can turn a negative to a positive. Leading from the front drives results while managing from a desk slashing a budget can have results, it's always short term.

      I'd say
      Leadership
      Empathy
      Approachability
      As top three

      Do as I say, not as I do…
      Is there a trait to link th ast too? I don't like that. It creates disdain in staff.

      • penguin286 on 13/08/2019 - 00:26
        +1

        Maybe Integrity

        Great answer tho!

  • Pantagonist on 11/08/2019 - 18:33

    Is the pet detective industry not as lucrative as it once was?

    • Ace Ventura on 11/08/2019 - 18:41

      Pretty sure it's just a slump.

  • Wallyt99 on 11/08/2019 - 18:47
    +1

    Have you ever used one of the hotel rooms for a quick 'meeting' with one of the ladies from housekeeping?

    • Ace Ventura on 11/08/2019 - 18:54
      +8

      Haha, happily married. I did meet my wife by working together back in the day though….

  • GourmetFoodie on 11/08/2019 - 19:33

    Great thread OP. Thank you!

    My question -
    What is the best way to get the best room? Eg. I know in a property you can book a "standard" room but some standard rooms are better than others. How does one figure this out, or get the staff to look after you? I've heard people mention to slip the front desk staff some money but I've always been too uncertain to try that and I wouldn't know how much to offer regardless…

    • Ace Ventura on 11/08/2019 - 19:52
      +1

      Hard to answer to be honest.
      My current property averages 95% occupancy year round. It's a bit unique though. But for this reason, we allocate to a best fit method. As everyone's booking is a different length, some bookings will only fit in certain at rooms, no amount of shuffling will change that. You'll get the room type you booked, but if you request a certain room from that pool, we really can't make a guarantee.

      That said, just be nice, staff are people, be genuine and courteous and they will give you the same respect. Be pushy and demanding then "I'm sorry sir, there are no other rooms available". Don't tell me it's your birthday or anniversary, we've had 12 others say that already today.

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