A Hotel Executive on How to Get Good Service

Jul 30, 10 | 1:58 am

Paul James, global brand leader at St. Regis Hotels and Resorts, estimates that he spends no less than 150 nights a year in hotel rooms. His experience goes well beyond his own company's brand; he often checks out the competition by staying at other hotels.

Over time, Mr. James has developed a number of tricks to make sure his hotel stays are comfortable. For instance, after booking a room online, he immediately follows up with a phone call to the hotel's concierge. His aim: to request a room that will suit him.

"Unless you're at an airport hotel, you'll find that there are a vast number of shapes and designs of rooms within the raft of standard or deluxe rooms," he says. Sometimes he wants to ensure there's a large work table; occasionally, he wants extra room with a crib for his son. And because he's over six feet tall, he always makes sure to ask for a king-sized bed.

"It never hurts to ask" if you have a special need in mind while checking in, whether it's a specific view, a larger sofa, a mini refrigerator (not all hotels provide them), or a room on the executive floor-"even if it's just a bowl of fruit," Mr. James says. "It's surprising how much a hotel generally can do and can provide for you once you get there," he says.

One key to getting what you want is making a convincing argument for it. "It's those people who tend to have a good reason who get what they want-whether it's getting a larger room because you're going to be meeting some people in your room or you're celebrating a birthday or an anniversary," he says

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Source: wsj.com