Father Weighs In: Front Desks

After my last post on what makes me cringe at a Front Desk (aromatic leftovers, etc.), my hotelier father weighed in on his front desk favorites (and not so favorites):

-- Junk behind the F/D: telephone books, items still waiting to be picked up by guests who stayed in the hotel two months ago.
-- Front desk agent on the computer checking you in, never looking up. I could be an 800-pound gorilla or wielding an axe and they'd never know it because they never look me in the eye.
-- Swallowing the last of dinner as the agent comes out of the back room (complete with garlic breath).
-- In the old days, breathing in the the last puff of smoke from the front desk agent's last cigarette as they emerge from the back room.

Good Stuff:
-- Smiling at you.
-- Always looking the guest in the eye or two if possible
-- Being somewhat sincere and not scripted

Front Desk Don'ts

"The Hotel Inspector" on BBC America is a favorite (or "favourite"?) of mine. In short, a famous hotelier visits down-and-out-ish hotels and gives them tips on improving their lots. Some of the advice is hard to hear, but I hope everyone is better for it.

Last night the inspector visited a quaint inn, only to find a scary police notice taped to the front desk. "Cluck cluck," clucked the inspector, and I agreed.

I got to thinking about things I've cocked an eyebrow at while waiting at various front desks. A short list:
1. Employees on personal calls. We all have to make them, but when customers are within earshot, a discreet "goodbye" is in order
2. Fake flowers
3. A greasy styrofoam container full of overly fragrant left-overs
4. A stack of complaint forms (don't give the customers ideas)
5. Nothing (a bit cold and austere)

Coming soon: Front desk likes!