The hardest part of any hotel elite program is ensuring consistent delivery of benefits at the check-in counter. The greatest failure point comes from relying on thousands of front desk agents being well-trained, well-motivated, and even relies on their not having a bad day.
While most airline benefits are computerized, most hotel benefits rely on a person to deliver.
Starwood has removed some of the human element with its Suite Night Upgrades for Platinums who stay 50 or more nights — 10 room nights a year where members can have an upgrade confirmed up to 5 days in advance, this is assigned by computer based on published room inventory, removing much of the discretion from the process.
And Hyatt goes even farther, though the upgrades are requested and confirmed by humans it’s done in advance 4 times a year for their Diamonds (at time of booking even, and for all Diamonds, up to 7 nights per stay — paid rates only, not on award nights the way Starwood offers).
For the hospitality industry it’s somewhat ironic that to deliver the best service experience it’s necessary to remove the human element.
But the significance of this is revealed, I think, by a comment posted on my blog by someone reporting to be a JW Marriott front desk agent.
For someone who works at the front desk of a JW Marriott I can honestly say that I am glad you all are leaving the program because every single person at that front desk would be happy to never see any of you Platinum members ever walk through the doors of their hotel again. Do you think you are in some way special because of how many nights you are punished to stay in hotels because of your careers? Almost all who have posted on here are platinum members, this is no way means that you are special or you truly deserve any of the benefits you receive. In our hotel we sometimes have 40% of our nearly 1000 room hotel full of elite members; Gold, silver, and Platinum. So why should it make any difference whether you receive your suite, or your breakfast, or your gym pass, or your concierge access? If you really want those things so badly, pay for them yourselves like the rest of the working world. I’ve had platinum members curse at me for not offering them free breakfast and all I can think of is how there are starving children in other countries and I’m being yelled at by a man in a thousand dollar suit whinging like a small child because they didn’t get what they wanted.
The Marriott Company offers great hotels with great service, just because we do not lick your shoes when you came in does not mean you have to stop staying at their properties. If you really want someone to take you to the gym and give you all of the free access and privileges then go home to your mothers, I’m sure they’re give you free breakfast and hold your hand and take care of you like you really want.
I’ve only worked in my position for 6 months but I’m actually leaving the company and only for one reason. Platinum Members. So next time you check in to your hotels I want you to really think about how you are not special, that you do not “deserve” anything you are promised as a Platinum member, and that when you yell and complain at the front desk the people who work there only stare at you with hatred and loathing and see you as the egotistical, rude, selfish, and stuck-up people you really are. So thank you for staying as Platinum members, but don’t let it go to your heads and make you feel any more special than you actually aren’t.
Sincerely,
A Pissed off Front Desk Agent.
I haven’t confirmed the identity of the poster, the particulars of the story don’t much matter. They’re reminiscent of Hotel Bablyon or probably even more dramatically Heads in Beds: A Reckless Memoir of Hotels, Hustles, and So-Called Hospitality, a book I discussed in the context of tipping for upgrades.
No doubt there are plenty of people working at hotels that are unhappy with their jobs, or even their lives.
Which is why the best advice for getting the best service, even more than having elite status in a hotel program, is simply to be nice and to connect with the person checking you in on a human level.
Rather than being a ‘DYKWIA’ (don’t you know who I am???), I find that mocking those people. goes a long way. That's especially true when you see someone checking in ahead of you that's being difficult with the front desk agent you're working with. It's the perfect opportunity to sympathize with them. They'll be instantly much more inclined to be helpful to you because of the contrast, and it’s a little way in which they can ‘set the universe right’ by rewarding ‘nice’ and doing so voluntarily after being bullied into it earlier.
A status card is an entree, an excuse for someone to provide above and beyond treatment. But it’s rarely the reason for doing so. Being nice, being friendly, asking pleasantly, and being elite goes a long way.
Because so many benefits are delivered by human beings. Some of whom are having a bad day. And some of whom even think like the person above, writing in my comments.
I agree with you 100% Gary, but clearly the person commenting was not a good fit for the service industry.
With all due respect to the front desk agent, It’s a $8,000 suit…………and it’s called a kindness upgrade and it never expires………
Good points. I like my benefits, and I think I deserve them for following the rules of the program, but I’ve also never raised my voice with a desk clerk. Sounds like s/he ran into one too many a-holes.
I just don’t get this. My own, unscientific, belief is that people who travel enough to be elite, whether airline or hotel, have learned what expectations are reasonable, while it is the less frequent traveler who has the more outsized expectations. I know in my case that I have tempered my expectations in the past five or so years of extensive travel in a way I did not prior thereto.
It is also not particularly a front desk agent’s role to determine or question whether I “deserve” promised elite benefits without paying for them . . .
Sounds like someone needs a new job. Note I didn’t say career because a person with that crappy attitude will likely not last in any position very long.
I didn’t know where this post was going, but certainly agree with where it came out.
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As a general principle and matter of upbringing, one should be kind and polite in your interactions with other people. That applies to service providers of course, but also service users. A side effect is that one generally catches more flies with honey than with vinegar, but that’s secondary to the broader principle.
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That said, the comment that you report seems a little suspicious to me. If I follow the argument correctly, the commenter made a regular practice of refusing to give people benefits that they were entitled to get due to their participation in the hotel elite program. If that’s true then it’s not surprising he or she got pushback from the guests. Doesn’t justify cursing, but still not too surprising.
PS: I have to add — people hating me because I’m beautiful is not a problem I’ve ever had or am likely to have!
Ironic that it comes from a Marriott front desk agent, as that program has issues differentiating between its elite levels. It seems even she considers them all roughly equivalent & being Platinum with Marriott really does make very little difference over silver in my experience.
I seriously question that this commenter is a real JW Marriott front desk staffer. I have seen few “platinum” members being rude to FD staff. In fact I’ve seen more rude behavior from staff than from guests, and have never heard ‘DYKWIA’ used in connection with “platinum” status. That’s more likely to come from those with no status trying to bully their way into being treated like they imagine Plat folks would be treated.
And the tone of “why should it make any difference whether you receive…your breakfast” seems way off. If the terms of the reward program entitle someone to a free breakfast, or an available upgrade, why should a FD staffer want to withhold it, since it costs that person nothing at all.
Why would someone like this be reading VFW anyway? This sounds much more like a “down with the 1%” diatribe {thousand dollar suit, starving children, etc.} than the opinion of someone with just 6 months on a service job.
It’s simple – be nice to the lowest level of the staff. They’re simply working within the constraints of the system. They have little power to change anything most of the time. If you don’t get what you feel is appropriagte, simply escalate in a polite manner. Asking for a manager isn’t an act of anger, it’s the appropriate action. Managers are called that for a reason – they have override and judgement capabilities granted to them. They also tend to understand arguments based on customer loyalty, etc. and smart ones will do what it takes to keep a customer.
@jfhscott “My own, unscientific, belief is that people who travel enough to be elite, whether airline or hotel, have learned what expectations are reasonable, ”
I wish that were so! But after sitting next to a tirade fit for a 4 year old from a Concierge Key member on an American flight last week, I guess it just doesn’t jive with my experience.
I must agree with what others have said, with that attitude this front desk person does not need to be working directly with customers.
Second, if the agent above does work at a Hotel with 1000+ rooms that limits that particular hotel to only one of 16 Marriotts in the world. All of these hotels are also convention centers in very large cities.
This together helps me understand why the hotel is charging for everything and seeing the higher percentage of elite clients who want these same things for free.
That attitude seems to crop up a lot in hotels. While that quote seems unusually bitter, a think a lot of the disconnect comes from the fact that hotel people view loyalty from the perspective of their own property rather than as a group. And other chains that are mostly franchises its even more so.
LarryInNYC… come on! You are a very beautiful man! 😉
@TravelMSY Yes, having the front desk people recognize you is worth easily as much as Platinum. I get absolutely superb treatment at some Marriott properties I frequent, making it difficult to book away.
I think the email is an actual worker from Mariott. He reminds me of the airline steward who left on the slide. He is bitter because Mariott created a program for elites. This does not surprise me. And I can state I never cursed anyone at the front desk and I have encountered more than my share of prickly front desk clerks. What chaps my *ss is when I have to tell the front desk clerk about things I am supposed to get as part of status or some program etc. So if I am supposed to get club access via a key, or free internet whatever and I have to tell them and they have a blank stare into space. Traveler MSY made a great comment. With that being said I can go back to the same hotel twice in a week and they would not recognize that I have been there before.
Being in the hospitality industry myself, I recommend that people be nice to the FD agents. FD agents are less willing to help a guest if they are giving an attitude or pulling a DYKWIA. You’d be surprised by what some guests do to FD agents. I personally witnessed a guest throw a glass bottle at one of my colleagues.
Also, as Nick mentioned, being a regular at a specific hotel helps a lot when it comes to upgrades. For example, we only upgraded regular guests to our Presidential Suite if we needed the room that they were originally booked for.
It may be a little off topics. But how many or which JW Marriott have 1000 rooms? I know there are 67 JW Marriott out there.
@Gary, when you encountered a fit from an unpleasant Concierge Key member last week, do you suppose that passenger would have thrown the same type of fit if they had no status at all, but had the same underlying sense of entitlement? I wasn’t there so I will trust you. Elites have higher expectations – after all they are promised x, y, or z for their loyalty, and they are reasonable to expect that such promises will be generally fulfilled. The above front desk agent apparently does not grasp this unremarkable concept. But I submit that the experiences elites have in becoming and maintaining elite status makes them better judges than occasional travelers of what to anticipate. I’d rather be serving elites who have been promised “entitlements” than non elites who think they are entitled any day.
It’s not just the Marriott folks who don’t quite understand the elite philosophy as their premium brand does not get it with their Ritz Carlton credit card…..the fact that they require you to pay “rack rate” to get their club upgrade is really astonishing that they put that product on the street for $395……yelling at them is not the answer…….staying at Relais and Chateau and Hyatt is my answer……….you have to vote with your pocketbook!
@Gary, I think you’ve really nailed it here.
I have rarely received unbelievably good service with an airline, but I get it all the time at hotels. At the same time, I know exactly what to expect with airlines, since the policies are so much clearer than hotel policies.
This reminds me of an interesting experience I had at a Westin in NYC where I (as an SPG Gold) was told that a single handicapped queen on a high-floor was an upgrade over a standard double double. Obviously, this is ridiculous, and I would have appreciated a clearer upgrade policy.
At the same time, at a chain like Kimpton, the individual hotel employees go far out of their way to wow customers. I would hate it if they went to a standardized upgrade policy that removed potential suite upgrades but guaranteed a one-class upgrade. Even at Hilton properties, I’ve been able to finagle some pretty incredible upgrades by being nice, tipping well, and clearly articulating what I want.
So, it’s a bit of a mixed bag. I happen to enjoy negotiating additional benefits and better service, so I like the human element better than the automation. But, I do understand the frustration that travelers feel when they do not get what they feel “entitled” to.
The great news is this: there are a lot of options, and there is a lot of competition. I trust the market to force the industry to find ways to deliver better value to customers.
This guy says he is leaving his job. He doesn’t say whose decision that was. I suspect Marriott fired him for a very offensive attitude towards its best customers. Marriott understands that repeat business is essential to its existence – thus its elite program. This employee doesn’t get that.
I like the tone and the message here. My favorite thing is to watch elites jockeying to get on a plane or to check in and to try to one up one other with self-importance. Thank you for reminding all of us to pause and realize we are not all that!
I actually take a lot of care to choose the right check in agent. If there is an option, I scope out the different agents first and try to choose the more pleasant/sharp looking ones. I believe this makes a big difference in what I get upon check in. Like you said, a loyalty card is only an opportunity for some nice privileges; it’s up to you to turn the opportunity into a nice hotel stay with perks and upgrades 🙂
This is rubbish. The hotels benefit from the strong marketing of those elite programs and promised benefits. If they didn’t work to their benefit the hotel chain wouldn’t have offered those benefits in the first plates.
The same individual can be rude or polite regardless of the elite benefit. The unhappy hotel staff should understand that these are benefits that were many times promised to the guests. Here I am of course not referring to “upon availability” benefits.
There is also a huge disconnect between the behavior of low and high value customers. Actual rich people just book the first class seat or suite that they want and be done with it. The hotel staff definitely notice who is who.
I agree with your approach. Service work is tough and some people are jerks, well a lot of people are jerks just look around you on the interstate during rush hour.
I think you catch more flies with honey or at least get better treatment and have more fun.
If I owned a hotel chain I would be thrilled if 40% of the guests are elite status because they are the ones that keep me in business.
What bothers me is that I have to ask for what was promised to me. I usually don’t bother. You know you stand at the front desk they pull up your reservation and can see you have stayed like a million nights and have hundreds of thousands of points and you hand them your brand loyalty credit card on top of that and many times they just treat you like it’s your first stay with them. I don’t ask a lot but I do remember when I’m treated well without asking.
Please, let us get the I’m important attitude out of the way. I travel internationally quite a bit. Unlike those that travel on the firm’s expense, mt tab is on me, which is a family business.
I am tired of seeing all these fellow passengers that would be unlikely to fly anything but coach if the firm was not paying travel. I had to endure two middle aged men whining because their firm would not arrange greeters at FRA. My train of thought is that if someone can’t find their way through an airport (yes, FRA is not the easiest) then they are simply not capable of representing their firm’s interests well.
The same applies to Hotel stays. Quite honestly, I spent the equivalent of months at the Airport Sheraton in FRA. The foolish questions and actual stupidity demonstated by the American buinessmen is just appalling. The amazing thing is that these same people do have the knowledge to demand upgrades and perks based on the prestige level earned by all their firm paid nights.
Manners are what separate the civilized from the uncivilized, which is especially important when 200 strangers come together in a pressurized tube, or are separated by thin walls in 30 meter hotel rooms.
So I just follow Patrick Swayze’s advice from Roadhouse: Be Nice.
Excellent commentary. I’m sure those of us who travel frequently empathize with front desk workers, flight attendants or gate agents. I’ve seen too many foot stomping situations were I marvel at thier ability to maintain their composure. A bit of kindness after those meltdowns goes a long way
You make a good point Gary in that being polite should be the norm irrespective of status.
It is of little surprise that the person who sent you the e-mail is leaving the hotel; he clearly does not have the right attitude for the service business. I accept that he is in a low paid job and most of the customers he deals with probably have an income he can only dream of. However his resentment should not alter his level of professionalism.
The reason hotels offer these elite status cards is very simple, competition. All these elite card holders he refers to have choices, they can stay in Starwood, Hilton, Hyatt, Holiday Inn etc. The card system provides an incentive for a business traveller to choose to stay in a certain brand of hotel for the privileges. A life on the road is not all glory and people often miss that point.
Years ago, I was Hilton Gold (on stays) and we had a reservation at a Hilton resort in San Diego. This Hilton did not have a separate check in for Hilton status. We spoke to a gentleman (Hilton Diamond) that stayed 60 nights/yr at that property and 160 nights/yr at Hiltons. When we got up to check in, we politely asked why there was no separate check in for Hilton Gold/Diamonds. The clerk asked what they could do and we asked that our parking could be comped. DONE!
Bottom line: It pays to be polite and ask for something reasonable. We haven’t been back to that hotel so we do not know if have separate check in for HHonors.
As more hotels sell off their properties I see this happening more often. This use to only a “European problem” however its everywhere. And I have to say it makes sense to me, why would I give someone who costs my property more benefits when a regular, no status guest is my- friend, similar nationality, nicer, hotter, etc
All these franchises will only make things worst.
I find it odd that the front desk staff doesn’t understand that the “elite” guests have “paid” for the perks by staying with the hotel a certain number of nights. Essentially these members are getting a volume discount in the form of a free breakfast, and the desk clerk who tries to cheat them out of it should rightly be corrected.
I feel qualified to respond to this post as I have been on both sides of the desk before. I worked FD through college and do hold a degree in Hotel Management and then later on took a road warrior job that afforded me top tier status for both Hilton and SPG.
Even though I worked at an elite heavy hotel where we did do our best to make all our elite members happy, we could not please everyone. Most of the elites were quite understanding if an upgrade didn’t occur or we forgot to mention the free breakfast. Occasionally we had the high and mighty elite who would throw down their card and expect the heavens to open and angels sing since they graced us with their presence. And yes, I did work with some fellow FD agents that hated elites and their smug attitudes but both of these were typically the outliers.
When I became a road warrior, I knew the elite programs inside and out and what I was entitled to at both Hilton and SPG but made it a point to never be a dick to the front desk about a missed upgrade or them not giving me my free breakfast coupons. On these occasions, I would ask politely if breakfast was included as an elite or if their was any upgrades available when I didn’t get one. Most of the time, I would joke around with them which I could always tell made them smile as it put us on the same level.
As Gary said above, treat them not as a servant who’s soul job is to do your elite bidding but as a fellow individual who is just doing that they can to get by and make ends meet. Most people who work the FD take great pride in making other people’s day with little things like an upgrade or suggesting their favorite restaurant. Hence, they work in the hospitality business.
One more reason to avoid working in hotels – and avoid staying in them, as often as possible. At least in ht hotel industry, “Status” and “Upgrades” are a joke! That same “Room 435” can be called – and billed as several types of room, depending upon what “status” you present. The only ‘status’ benefit that costs us real money is the various ‘club’ features. We limit the ‘club’ hours to move your cheap ass into the dinning room when possible. We pour the cheapest wine we can buy. We mark them ‘Closed for Remodeling’ as often as possible and the jobs always take longer than expected. Why? The house does not want to spend any extra bucks on you. The only ‘Club’ benefit proven to attract business is breakfast. We hate it, but we’re stuck with it. If you get a free breakfast, don’t expect anything else. While the front desk folks CAN give you a lot, they usually are not required to do anything other than bill a standard room as a Junior Suite, just to impress you. If you are polite and demonstrate the same personal respect that you demand, you might get a few extras, but demanding this or that just won’t score. The very junior desk clerk has far more power and control than you may believe.
-I’m NOT a hotel desk clerk, but I was one, briefly, early 40 years ago. Recent posts and comments suggest that not a lot has changed over those years: regardless of your ‘status,’ if you behave like a jerk, you’ll get a room in the basement. If you are polite and reflect the general tone of our hotel, I’ll give you the best that I’m allowed to offer – or at least make you think so. And please remember, about 95% of the rooms are +/- about the same, despite the different names. Status alone will never get you into those top 5% of rooms – that’s where we make our minimal profit and the only key that fits is cash (or a hefty approval on your magic card.) Again, I’m not a hotel desk clerk and I do not play one on TV.
@Cook: Well that certainly hasn’t been my experience with Hilton or Priority Club. My status with those two has almost always given me a clearly larger room (usually some sort of suite with at least two rooms and often a kitchen), a free breakfast, and free internet access on the hotel’s computer. (I refuse to carry my own computer while traveling – vacation is vacation.) And what’s wrong with free breakfast? Beats paying the hotel’s $20+ ripoff fee for the same, or shlepping around the neighborhood trying to find a decently priced restaurant.
Last month I checked into a Gaylord resort (recently acquired by Marriott). I am a Marriott silver elite member, although I stay more often & have higher status with Hilton & Hyatt.
The bellcap that opened the door and insisted on taking my luggage adamantly pointed me to the very long general checkin line, where I saw some of my colleagues who had arrived for the conference we were attending. It was only when I was halfway through the line that I spotted a separate line for elite members, which only had a couple people waiting in it. Turns out I should have been in that line…because I wasn’t I didn’t get a grey door key, which caused the spa consternation about my free access, until I showed them my silver elite member card.
i find this diatribe very strange and atypical. without exception virtually every marriott, hilton, hyatt and priority club clerk makes a point to thank me for my business and my loyalty. the only exception was the awful IC Rome where the bad attitude has been well documented.
as for how to handle the front desk, i tried the friendly approach for several years, but did not find the results to be good. so now i go for the direct approach – i politely ask if there are any upgrades available, or perhaps other perks. since they rarely seem to be volunteered. the results have been better, and left all of us smiling.
Just the other day in the Grand Hilton, Seoul when I checked in to the Club Level Executive floor on my own dime, another hard earned pamper weekend, I was told that I had to pay for wireless. As a Hilton Gold member and especially since the website stated that wired and wireless is free for Gold and Diamond level, I was surprised to hear this. I’ve stayed at the Grand Hilton for seven times now, so am no stranger to it.
I was greeted by doubt from the agent. Because of her frosty attitude, I had thought maybe Hilton was tailoring back yet another benefit.
I was asked where I got the information, and I stated it was on the website. I then offered to find this information on the website. I was asked to email the information, which I did, and then I received the wireless as complimentary and with an apology.
I think this front desk person was new to the job, and perhaps did not have all of the facts. However, I did not care for the suspicious tone from the agent as if I was trying to get away with something for free. I insisted politely that I chose the hotel because of my status and the wireless benefit.
This reminds me of a check-in at a Hilton last month. Nothing really went right for my check in: 2 double beds, low floor, basic room, close to the elevator… basically the opposite of all of my profile preferences.
The desk agent apologized and almost visibly braced for my to lose my cool… I simply said “you guys must be busy! No problem, I’m happy to get a bed and get some sleep”.
He was so overwhelmed with gratitude that I wasn’t a jerk that I had to stop him from giving me things. He comped room service that night and sent up a bottle of wine.
The point is: I’m sure the person you quoted is exaggerating a bit, but based on the reaction I got because I was being nice, I have no doubt they put up with more crap than we realize.
I lost my cool with a FD agent a few years back when the room type I had confirmed earlier in the day (when I could not check in because it was not ready) was no longer available when I did check in late that night. The Manager calmly told me that there were many things she could do, but not if I was going to continue to yell at them. Good for her. She was right, I was wrong. They put us up in a nice alternate hotel – no charge at all – and I apologized for being a jerk.
I was once told that by a part time hotel shuttle driver who was a friend of mine, that the hotel he worked at (it was near an airport), made $65 million in profit in a “bad” year. I don’t know financial details, or what that comes out to in margin, and this hotel might be particularly lucrative due to location, but if that’s a bad year, I can’t imagine that hotels make a “minimal profit”, as an earlier commenter stated
Attention brand managers: Is some markets we have no choice, in many we do and we notice.
IMHO Hyatt takes notice and capitalizes where others fail. I vote with my $’s as often as I can.
Funny how a few people mentioned that they paid for their status, when I’m sure their companies did.
The original story sounds a little suspect to me, but since Marriott is such a large company anything is possible. Marriott is far too big (both the company and their individual hotels) and pays far too little in wages to ensure consistently great service. Marriott also owns Ritz-Carlton, which does have consistently good service in my experience, but most of their other brands are so hit or miss that you can’t really depend on much unless you’re a frequent guest at that specific property. I can’t recall ever blowing up at a Marriott employee. The last person I was unfairly upset with was actually an SQ employee (or at least had an SQ badge) when my luggage appeared to go missing after a short nonstop flight at the beginning of a long trip. They took it in stride and didn’t return the attitude which made me feel even worse when they eventually found my luggage. Since then I’ve tried to assume the best while expecting the worse instead of the other way around.
That’s why I only pursue status in one hotel chain. Hyatt. It’s because I like their hotels in the first place. I’m happy with a standard room.
I hate all the other brands and hotels in general.
What’s truly baffling about this, and I’m assuming your all adults here, is reminding yourselves and patting one another on the shoulder for remembering manners and common decency is the point of this article and following comments?
Do you see the dire problem this “elite” card you are speaking of has created in yourselves, that you are raising your glasses in haughty praise for acting on simple concepts we all were taught as children?
ACTUALLY YOUR THE ONE (WHO WROTE THIS DUMB ARTICLE) WHO IS MISREABLE! THE TITLE IS SAYING THAT FRONT DESK CLERKS HATE YOU BECAUSE YOUR BEAUTIFUL (I DOUBT THAT) THEY HATE YOU BECAUSE YOU OBVIOUSLY HAVE A NASTY SELF ENTITLED NARCISSIST ATTITUDE WHERE YOU THINK YOUR BETTER THAN EVERYONE ELSE! I THINK YOU ARE IN DESPERATE NEED OF AN ATTITUDE ADJUSTMENT!!!!! GET OVER YOURSELF!!!!!