The newest addition to the Front Desk staff at the Inn is a college student named Stephanie. My first impression upon meeting her was that Chuck, the Guest Service Manager, had aired on the side of appearance rather than experience when deciding on this new hire. A legitimate argument could be made, as it so often is, that someone like Stephanie, a cute brunette, bubbly and seemingly sweet-as-can-be, could bat her long, lovely eyelashes over her olive green eyes and diffuse an otherwise tense situation or maybe even convince a frequent traveler that the Inn should be their first choice in future lodging in a way that a balding, middle-aged man named Herman could not.

With the exception of forgetting her password to the Inn’s computer system a few times and directing a bikini clad guest to a crowded dining room instead of the pool in her first two weeks, her performance has been relatively positive. Stephanie has also proven herself to be a quick learner and makes up for what she lacks in technical procedure, with the fine art of bullshitting. I’ve learned that filling quiet or uncomfortable moments with idle chatter, for example, correcting a double charge to a guest’s credit card before the conversation ends and without them knowing it, by feigning interest in whatever ego-stroking topic they latch onto, is a very valuable natural ability.

Living-up to her newbie-hood status, she’s posed a lot of questions about her new position, which I see as a good thing this early on. Insert your favorite “You don’t know if you don’t ask” or “The only stupid question is the question you don’t ask” type words of wisdom here. She’s been curious about basic things like break times, wake-up calls and group rates. She’s spent some time creating a slew of hypothetical scenarios involving lost reservations and over-bookings too, but as it so often happens, the most vital piece of advice I’ve given her, came from an actual situation, involving a guest passing her a tip.

Unlike other departments at the Inn, such as Food & Beverage or Housekeeping, the tipping procedure can get complicated. Firstly, there are no real standards set up for tipping someone at the Front Desk, no monetary equation can be done; 15% of a three hundred dollar stay seems a bit excessive to most, so the amount is entirely at the guest’s individual feeling and discretion. Additionally, there’s no comfortably indirect way of leaving the tip on a night stand or under an empty glass of juice, causing the tipper to have to make very direct contact. It all appears so simple in the movies, but in real-life it is much more of two person dance.

Stephanie, having mastered the steps of a checkout to Chuck’s satisfaction, was left to handle the tail end of a short list of departures alone one morning and seemed to keep up with the pace quite easily. Checkouts should be quick and painless: review the bill, make sure the guest enjoyed their stay and welcome them back again sometime soon. One particular guest, a bargain hunter, who had booked his stay online at one of those third party, last minute discount, fill an empty hotel room type websites, had particularly enjoyed her congeniality and decided to pass his savings along to her.

As Stephanie described him; Mr. Goo-Goo Eyes was a creepy, awkward older man in his fifties. His salt and pepper hair was combed over from his left temple and struggled to reach the other side. He wore a green jogging suit blemished with greasy stains on the lap which he obtained over breakfast that morning and he made several attempts and failures to “hold” her hand. Clearly smitten; he thanked and complimented her repeatedly and made one final request for a blank envelope. Goo-Goo signed his receipt for Stephanie, then stuffed what turned out to be twenty bucks inside the plain white envelope, scribbled her name on the front and conspicuously left it behind as he left the Front Desk.

I thoroughly enjoyed the story as she recalled it to me. The guest was surely no suave cat, though he certainly did leave a lasting impression. Not quite the same as if he had lifted her hand elegantly without breaking eye contact, complimented her perfume and gently kissed the soft, top part of her hand just above the knuckle and returned it safely to its owner; far on his way before she realized he had planted a gesture of gratitude for her hospitality on the opposite side of the kiss. No, that’s the movies – in real life you have unsure people frustratingly digging in their pockets and playing grab-and-snatch with your hand before they start to consider mailing it to you.

I will share with you now, my rules for accepting tips, as I shared with Stephanie. This will be the first in a long line of Innkeeper-isms you will see throughout my chronicles. These rules, which I call the Tipper Tango, are to demonstrate how tippers often need a little help; it is all a dance and the receiver is leading.

1. Foresee the Tip.
2. Give Them an Opening.
3. The Humble Approach.
4. Don’t Argue.
5. Return the Gratuity with Gratitude.

Step One is crucial and because of this, you must always be on guard. Warning signs that a tip is about to occur includes extended pocket-digging, comments like “they should give you a raise” or positive overuse of your name, “Thank-you so much, Stephanie”; “Stephanie you’ve been so great”.

Step Two ensures that the tipper can easily exchange the tip with little effort. Keep your hand on their receipt for a few extra seconds while asking for their signature or rest your hand on the desk as you banter back and forth.

Step Three is optional, though very effective in convincing or authenticating that you do not perform to such high standards just for tips, rather for your promise of hospitality and dedication to service. The line is simple, “Oh no, I couldn’t possibly...” To add to its effectiveness and induce a demand that you accept it, a slightly tilted head and puppy-dog eyes during the delivery is nice touch. Please note that this maneuver is also referred to as the Escape Plan as it pertains to the tipper. If you invoke Step Three in the name of humility, you must be prepared lose the tip, while the tipper takes the credit and the cash.

Step Four seems simple enough, but touches on an important caution point that can prevent Step Three from getting out of hand. Don’t turn down a tip more than once, any more than that and it qualifies as an argument, something you don’t want to happen between you and a gracious guest. First time is humble, any more is obnoxious. Note: If you really don’t want the tip, just say it’s against the rules to accept it; the guest won’t want to get you in trouble and may just write a nice letter to your boss instead.

Step Five accomplishes two things: it makes the tipper feel proud of themselves and it increases the possibility of future tips – a long term investment in a business that sees many repeat travelers. The trick here is to be genuine and direct. Make eye contact and say “Thank-you”.

~The Innkeeper

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