Hotel Front Desk Agent

Hotel Front Desk Agent

Hotel Front Desk

Los Angeles, CA

Male, 27

For the past two years I've worked the front desk at a boutique luxury beachfront hotel in Southern California. My job can range from simply checking guests in & out to many other duties, including: pretending I work in different departments so that behind-the-scenes chaos is never seen by a guest, shielding guests from stalkers that come looking for them, and picking up used drug paraphernalia from a trashed room. Ask me anything.

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Last Answer on November 24, 2013

Best Rated

What's the MOST trashed you've ever found a room? Are we talking like televisions getting thrown out of windows?

Asked by 100_strong almost 6 years ago

Wow. Where to start. In no particular order of awesomeness, and not necessarily in the same room, but sometimes: 1. Nail scratch marks on the custom leather headboard (gross) 2. Marijuana nuggets, cocaine dust, bloody cotton swabs (what?!), it was like Keith Richards' trail mix 3. Cigarettes...in EVERYTHING! On (our) robes, in glasses, on tables, in beds, in showers, in toaster ovens, in chairs, etc... 4. We did have some kids of vaguely Middle-Eastern origin who thought it was funny to throw remote controls out of the 7th story window onto the public sidewalk...until it hit our security officer in the head. Then it wasn't so funny to them. 5. Broken whisky glasses on the floor over a puddle of blood... 6. Food in all manners of decomposition and heat exhaustion. Use your imagination. 7. Condoms, lots of condoms. 8. Alcohol bottles, broken, maybe intact. But really? You're going to fill up the minibar bottles with water and I'm not going to notice? 9. Firearms left randomly unattended until they're later awkwardly claimed? As far as trashing, it's usually the bloody rooms that contain all of the above. But the fact that the guest somehow walked away unscathed always boggles my mind!

How do hotels wash their towels and sheets to keep them so white? I feel like my sheets at home start to get stains I can’t get out within weeks.

Asked by orkcity over 5 years ago

I know we outsource our cleaning of linens to a company that specializes in doing it for hotels and restaurants. They probably have their formula down pat as far as how much bleach and what kind of detergent they use. I was told by our housekeeping supervisor who manages the linen inventory that the water used by the industrial cleaning services is so hot it actually sanitizes the fabric, which is a good thing. Funny enough linen and how much of it is available can literally make a hotel fail to function or flourish. It has happened when we're super sold out that we've had to borrow from neighboring hotels!

If your hotel discovered that an online porn video was filmed in one of your rooms (without permission), would your hotel seek legal recourse? Or at least demand that it be taken down?

Asked by Jimcognito almost 6 years ago

I can definitely say that all kinds of films, photo shoots, music videos, and commercials have been shot on my property without obtaining clearance first. I and my co-workers at the front desk know what signs to look for that would indicate someone is up to something shady: film equipment, and of course, the "talent." Film crews and talent are a certain "type" that walk with a certain purpose. I have helped bust several unauthorized productions and shoots, because at the end of the day, my Director of Sales or Marketing is going to blame it on me first if something happened on their watch. So it's in my best interest to stop those productions from happening. As far as legal recourse, I don't think the hotel could necessarily do anything once the work is published, unless there were something posted at the entrances prohibiting unauthorized filming, the crew were caught in the act, or there were some items in the shot(s) which were proprietary to the hotel itself, which could warrant all kinds of charges from trespassing to trademark and copyright infringement.

What is a "rack rate" and how can I give myself the best shot at getting it? :)

Asked by Selma Meyer over 5 years ago

The official definition from the Business Dictionary: "Terms used in the hotel industry to describe the cost to a customers that request accommodations for the same day without prior booking arrangements . The rack rate price tends to be more expensive than the rate that the customer could have received if he/she used a travel agency or third-party service. Rack rates can vary based on the day that the room is requested. For instance, the rack rate may be more expensive on weekends, which are usually high travel days." This holds true to my experience. It is always higher than third party reservation made through say an Orbitz or Expedia. If you ask a smaller hotel reservationist who isn't beholden to corporate rules if he or she can match an Orbitz or Expedia rate you found online, you'd get the best of both worlds because you're booking direct so you can cancel sometimes without penalty, but you are also getting a lower price.

If a guest wanted to stay at your hotel for a prolonged period of time (a week, a month, etc), can he get a discounted rate? How much?

Asked by Da Bronc over 5 years ago

Weekly rates and monthly rates can usually be negotiated with the sales department, and there's definitely an interest from the hotel's point of view to have that prolonged stay, how much of a discount is involved in that will depend on the hotel's overall occupancy and availability and any requirements placed on the hotel by a parent company, if any. The benefits from a hotel's view of a longer stay is it guarantees revenue for a longer period of time and it's building a relationship with someone who, unless displaced by an unfortunate incident and being reimbursed by an insurance company, likely has reason to refer the hotel to their equally wealthy friends and clients if the stay goes well. In most localities, any occupancy tax or "bed tax" charged on a normal night's stay can be completely waived if the stay goes beyond 30 days and becomes a month. Other savings can reach into the ten to fifteen percent off per night, maybe more depending on the specifics.

Frank here! I'll fall on the knife and ask: why do hotel room toilets clog so easily? Not that I would know from experience, of course.

Asked by Jobstr Frank over 5 years ago

As Indiana Jones once said, "It's not so much the years, it's the mileage." Same goes for those poor toilets. They're just getting used constantly and by people with varying levels of plumbing common sense. People really don't have the same respect often for the hotel's appliances as they would their own while at home, so they're prone to flush non-flushable items. What you also find in a hotel that is older or has more than a few floors is that pipes may be interconnected in ways that they would never be if installed to today's standards. Older outfall pipes to septic tanks can be made of clay which lets tree roots grow into it and back up the tank, and you have non-copper piping too which is less reliable.

Why are hotels so difficult about giving early check-ins?

Asked by redeye guy almost 6 years ago

Another good question! Early check-ins are just like late check-outs, everybody seems to want them! The problem is, having too many of one will make it impossible to grant the other. Again, all I want is to give the guest what he or she wants, but when a hotel is sold to the gills, it's near to impossible to grant a late checkout, without making someone checking in wait longer for their room. Consider that many guests don't tell the front desk when they leave, since they can just leave their keys in the room. It may take until 11, 12, 1 o'clock to even know whether that guest's room is vacant (extra thanks to those that leave the "do not disturb" sign idly hanging on the door even though they've already checked out). Only then can the housekeeping staff begin to work on cleaning the room(s) and this can take anywhere from 25 minutes on a fast day to 3 or 4 hours depending on the condition the room was left in. If the room is really trashed it may have to be taken out of order entirely for deep cleaning. The general rule is, smaller the hotel's size and room count, and the closer to sold out (ie: holiday weekend) a hotel is, the harder or more impossible it's going to be to grant any special requests, ESPECIALLY late checkouts or early check-ins. I once had someone SO angry that he couldn't check in early that the staff had to skip many of the steps in cleaning his room just so I could get him out of the lobby.