Worst Hotel Guests: An Employee's Guide

Have you ever wondered what it's like to work in a hotel? What are some of the worst hotel guests employees have to deal with?

In his book Heads in Beds, Jacob Tomsky takes readers behind the scenes of the hospitality industry. He shares his experiences with challenging guests and offers insights into the daily life of hotel staff.

Keep reading to discover the worst hotel guests and how employees handle them. You'll gain a new perspective on your next hotel stay.

The Worst Hotel Guests: An Insider's Perspective

If you've ever worked in the hospitality industry, you know that dealing with challenging guests is part of the job. In Heads in Beds, Jacob Tomsky shares his experiences climbing the ranks from valet to hotel executive, offering a behind-the-scenes look at the world of hotels and the worst hotel guests who inhabit them. From entitled complainers to rowdy partiers, Tomsky's account gives readers a glimpse into the daily challenges faced by hotel staff.

Entitled and Unethical Behavior

As a hotel employee, you'll encounter a wide range of guest personalities, from the mildly annoying to the downright unethical. Some guests loiter in the lobby, interfering with staff duties, while others make unreasonable demands or engage in questionable activities in their rooms.

Trust fund heirs are particularly notorious for their sense of entitlement. They often demand impossible services and promise generous tips for exceptional service, only to renege on their promises. These guests can be a real challenge for hotel staff trying to maintain a high level of service.

Numerology and Nitpicking

Believe it or not, some guests choose their rooms based on numerology. While this might seem harmless, it can create headaches for front desk staff trying to accommodate these specific requests.

Other guests take nitpicking to a whole new level. Complaints can range from missing barcodes on breakfast vouchers to more serious confrontations that invade personal space and use intimidation tactics. As a hotel employee, you'll need to develop a thick skin and learn to handle these situations with grace and professionalism.

The Minibar Menace

One of the most common sources of guest-related issues is the minibar. Some guests try to game the system by consuming items and then claiming they never touched them. Others attempt to refill bottles with water or cheaper alternatives. These seemingly small acts of dishonesty can create significant problems for hotel staff and management.

Late-Night Antics

Working the night shift at a hotel can expose you to a whole different level of guest behavior. From guests who enjoy watching adult films a little too loudly to those who solicit the company of escorts, you'll see it all. While it's not always comfortable, part of your job is to manage these situations discreetly and professionally.

The Importance of Tipping

Tipping can make or break a guest's experience at a hotel. Generous tippers often receive preferential treatment, including complimentary upgrades and free minibar items. On the flip side, those who don't tip may find themselves receiving less attentive service.

In one instance, the author admits to withholding help from a guest who didn't tip, illustrating how the pressures of the service industry can lead to moral dilemmas. It's a reminder of the complex relationship between hotel staff and guests, where small gestures can have a big impact on the quality of service received.

Dealing With Complaints

As a hotel employee, you'll quickly learn that not all complaints are created equal. Some guests will find fault with the most minor issues, while others have legitimate concerns that need to be addressed.

The key is to remain calm and professional, even when faced with unreasonable demands or accusations. Remember, your goal is to resolve the issue and ensure the guest has a positive experience, even if their behavior is less than ideal.

The Double-Booking Dilemma

While not directly related to guest behavior, the practice of "double booking" – where two separate guests are billed for the same room on the same night – is an example of the ethical challenges you might face in the hotel industry. This dishonest scheme highlights the pressure to maximize profits, sometimes at the expense of guest satisfaction and employee integrity.

Maintaining Your Sanity

Dealing with challenging guests day in and day out can take its toll on your mental health and job satisfaction. Many hotel employees develop coping mechanisms to deal with the stress, including using humor, engaging in creative office projects, or even turning to alcohol or drugs.

While these methods might provide temporary relief, it's important to find healthy ways to manage the stress of dealing with difficult guests. Remember, your well-being should always be a priority, even in the face of demanding and unreasonable behavior.

The Bigger Picture

As you navigate the world of challenging hotel guests, it's important to remember that these experiences are part of a larger industry culture. The pressure to provide exceptional service while maximizing profits can create an environment where both guests and employees push ethical boundaries.

By understanding these dynamics, you'll be better equipped to handle difficult situations and maintain your professionalism in the face of even the worst hotel guests. Just remember, for every challenging guest, there are many more who appreciate your hard work and dedication to making their stay enjoyable.