Confessions of a Five-Star Hotel Manager

For the past 13 years, one hotel employee has worked his way through the ranks of Europe’s luxury hospitality industry, starting as a dishwasher and eventually becoming a restaurant manager at a five-star hotel.

Along the way, he’s served celebrities, dealt with extraordinarily wealthy guests, witnessed outrageous spending, and learned how the world of high-end hospitality really operates.

He shares stories about everything from extravagant tips and demanding guests to the secrets of hotel concierges.

Here are some of the most interesting stories and revelations from his experience.

Q: What’s the most extravagant tip you’ve ever seen someone receive?

A: A guest wanted to rent a Ferrari on Christmas Eve so he could drive it on the Autobahn while the roads were empty.

The concierge couldn’t find one to rent, but he found one for sale. So the guest bought a Ferrari Spider, took it out on the Autobahn, and had his fun.

When it was time to leave, he said he didn’t need to ship the car home because he already had one. So he gave it to the doorman.

We filed the paperwork to make the gift official. The doorman sold the Ferrari, quit his job, and went on a world tour.

Q: What’s the most expensive thing you’ve seen someone order?

A: I’ve served caviar costing several thousand euros and a bottle of champagne that cost €75,000.

But one of the things I thought was least worth the money was water. Someone ordered ten bottles at €15 each, plus a 10% room-service charge.

I’ve also had guests order Zacapa XO rum at €34 a glass and mix it with Coke Zero. They went through a bottle and a half like that.

Q: Who are some of the nicest celebrities you’ve encountered?

A: Justin Bieber surprised me. He was super nice. I still don’t like his music, but after having him as a guest, I liked him.

Emma Watson, Arnold Schwarzenegger, Adele, Taylor Swift, Sofía Vergara, and Jimmy Fallon were also very polite.

Q: What’s the worst part of working with wealthy guests?

A: Disrespectful people who think they’re the center of the universe.

Their taxi is late, so they scream at the receptionist. They show up with ten people for their wife’s birthday without a restaurant reservation, and when we’re fully booked, they scream at me.

As if screaming is going to help them get a table.

I’m very straightforward with people like that. I let them know I don’t play games.

Q: What’s something guests don’t take advantage of enough at luxury hotels?

A: The concierge service. These people have connections to almost everything, and they can get you things just by asking.

Here’s an insider tip: If you’re visiting a city you don’t know, walk into an expensive hotel and speak to the concierge. Ask for sightseeing recommendations or restaurants.

Even if you’re not staying at the hotel, they’ll often help you out. The service itself is free, although you should leave a tip for exceptional help.

Q: Can a concierge really get you a reservation at a restaurant that’s completely booked?

A: Yes. If there’s no space, I make space.

Restaurant seating is like playing Tetris. Sometimes you can move a table of four to a larger table and suddenly have two tables for two available.

You can also call a regular customer and ask whether they’d be willing to move their reservation a couple of hours.

Concierges have relationships with restaurants because they bring in customers with big wallets. Those relationships are valuable.

Q: How did you work your way up to managing a luxury hotel restaurant?

A: I literally started as a dishwasher.

I worked my way through every rank. In Germany, you can do a three-year apprenticeship and get paid while learning.

My advice is to work hard, know your business, and change hotels every couple of years if you want to advance.

I’ve moved more than ten times in 13 years.

If you want to become a manager, you need to know what you’re talking about. Don’t just study the business. Actually work in it.

Q: Have you ever done something special for a guest without being asked?

A: I once overheard a little boy talking to his father about the Ferraris parked outside our hotel. A Ferrari club was staying with us.

You can usually tell when someone has saved up for years to spend a night in a luxury hotel. Those guests are often my favorites because they really appreciate the experience.

This father and son were among them.

We had an arrangement with Mercedes that gave us access to some nice cars, including an SLK. The father couldn’t rent one because he didn’t meet the requirements.

So on my day off, I invited them for a ride and drove them myself.

The boy loved it, and so did his dad.