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In the tradition of "Kitchen Confidential" and "Waiter Rant," a rollicking, eye-opening, fantastically indiscreet memoir of a life spent (and misspent) in the hotel industry.
Jacob Tomsky never "intended" to go into the hotel business. As a new college graduate, armed only with a philosophy degree and a singular lack of career direction, he became a valet parker for a large luxury hotel in New Orleans. Yet, rising fast through the ranks, he ended up working in "hospitality" for more than a decade, doing everything from supervising the housekeeping department to manning the front desk at an upscale Manhattan hotel. He's checked you in, checked you out, separated your white panties from the white bed sheets, parked your car, tasted your room-service meals, cleaned your toilet, denied you a late checkout, given you a wake-up call, eaten M&Ms out of your minibar, laughed at your jokes, and taken your money. In "Heads in Beds" he pulls back the curtain to expose the crazy and compelling reality of a multi-billion-dollar industry we "think" we know.
"Heads in Beds" is a funny, authentic, and irreverent chronicle of the highs and lows of hotel life, told by a keenly observant insider who's seen it all. Prepare to be amused, shocked, and amazed as he spills the unwritten code of the bellhops, the antics that go on in the valet parking garage, the housekeeping department's dirty little secrets--not to mention the shameless activities of the guests, who are rarely on their best behavior. Prepare to be moved, too, by his candor about what it's like to toil in a highly demanding service industry at the luxury level, where people expect to get what they pay for (and often a whole lot more). Employees are poorly paid and frequently abused by coworkers and guests alike, and maintaining a semblance of sanity is a daily challenge.
Along his journey Tomsky also reveals the secrets of the industry, offering easy ways to get what you need from your hotel without any hassle. This book (and a timely proffered twenty-dollar bill) will help you score late checkouts and upgrades, get free stuff galore, and make that pay-per-view charge magically disappear. Thanks to him you'll know how to get the very best service from any business that makes its money from putting heads in beds. Or, at the very least, you will keep the bellmen from taking your luggage into the camera-free back office and bashing it against the wall repeatedly.
- Sales Rank: #1762839 in Books
- Published on: 2014-11-19
- Format: Large Print
- Original language: English
- Number of items: 1
- Dimensions: 9.00" h x 6.00" w x 1.00" l, .0 pounds
- Binding: Hardcover
- 417 pages
Amazon.com Review
Amazon Best Books of the Month, November 2012: Always tip. If you can’t tip, be nice. And if you can’t manage either, you might be better off unwrapping a new toothbrush every day. That’s just one lesson to be learned from Jacob Tomsky’s gonzo account of his years as a front-desk clerk at hotels in New Orleans and New York. From the glad-handing doormen to the unsung workers in the “back of the house,” Tomsky exposes the machinery and machinations that make luxury hotels run (if not always smoothly), advising his potential guests about whose palms to grease (and how much) in order to get that coveted park-view upgrade. Informative and mildly salacious, Heads in Beds is an entertaining peek inside the places people go to get away, and the stunts they pull when they get there. --Jon Foro
Amazon Exclusive: An Essay by Jacob Tomsky
When I started working in hotels the computer screens glowed in one color, alien green, and the monitors were the size of boulders. We used to confidently toss comment cards in the trash (or, as we referred to it, file them in the “T” file) making them disappear forever. I used to cash checks by picking up the phone and speaking to another human being. Music in the lobby was usually provided by a piano player, who would swivel his head at passing guests with a ridiculous, pasty-looking smile as he tapped out non-offensive cover songs played with a non-offensive classical flourish.
Now, mid-volume, beat-heavy techno seeps from recessed speakers built into the lobby’s crown molding. The screens are flat. You can’t manage to direct anything from Trip Advisor into the “T” file and all the guests want to hook up their iPad to the toilet or whatever. And if you pay with a check I still have to pick up the phone, which is extremely irritating because who pays with checks anymore? Stop it.
But all of that change means nothing. Because I’ll tell you what hasn’t changed: The front desk agents, the bellmen, the doormen, the housekeepers, the room service attendants, and the managers. Hotel employees are still version 1.0 and I guarantee if you brought me to a bar and sat me next to a front desk agent from 1897, we’d over-drink and swap the same type of hilarious stories about the same type of insane guests. Hospitality, no matter how slick it gets, will always be a business run by people who serve people. It will always be about service. It will always take a person to explain that, no, you cannot hook up your iPad to the toilet but you can use it to control the lights and wirelessly play music through the in-room speaker system. And guests still, and hopefully will forever, hand me physical comment cards, which I will continue to throw in the trash.
During all these renovations (while I said things like, “Wait, they made the internet wireless? It’s in the goddamn air now?”) I was always writing. I grew up reading novel after novel and that’s all I wanted from life, to give back and write something good. After years of hotel work and relocations that took me from New Orleans to Paris to Copenhagen and ultimately New York City, I finally conceived the idea for Heads in Beds. I put everything I had into it, all my knowledge of the industry and the writing skills I’d developed since I was a child. I truly hope you find it funny and informative and that it helps you navigate the crooked halls of hospitality. That has always been my goal, to write something good.
That and hang out with a front desk agent from 1897.
From Booklist
Comparisons to Anthony Bourdain’s Kitchen Confidential (2000) are inevitable but not entirely accurate. Yes, both Tomsky and Bourdain purport to expose the underbelly of service industries with which most readers are familiar, hotels and restaurants. But where Bourdain is all rock ’n’ roll, egotistical bluster, Tomsky is surprisingly earnest and sympathetic; there are, after all, no television programs called Top Desk Clerk. He wants your respect, not your adulation. Sure, he tosses off a few requisite f-bombs, instructs readers on how to steal from hotel minibars, and name-drops Brian Wilson, of the Beach Boys, more so because he seems to feel the genre demands it. Indeed, it would be easy to pen a book about crazy hotel guests. But this memoir succeeds, instead, in humanizing the people who park our cars, clean our hotel rooms, and carry our luggage. You will never not tip housekeeping or your bellhop again. Tomsky fell into hotel work and proved to be rather good at it; the same can be said for his writing. --Patty Wetli
Review
Praise for "Heads in Beds:
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""Heads in Beds" is Mr. Tomsky's highly amusing guidebook to the dirty little secrets of the hospitality trade. But it is neither a meanspirited book nor a one-sided one.... [H]e winds up sounding like an essentially honest, decent guy. And his observations about character are keen, perhaps because he's seen it all.... If this were simply a travel book of the news-you-can-use ilk, it would be of only minor interest. But Mr. Tomsky turns out to be an effervescent writer, with enough snark to make his stories sharp-edged but without the self-promoting smugness that sinks so many memoirs.... "Heads in Beds" embraces the full, novelistic breadth of hotel experience.... [Tomsky] is no longer a hotel employee and now, with good reason, thinks of himself as a writer."
--Janet Maslin, "New York Times
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"For those of us who'd rather live in good hotels than in our own homes, oh Lordy, is this ever a horrifyingly good time. It's the sort of equivalent of WebMD for hypochondriacs: You know you're learning way more than is good for you, but you just can't stop reading. Tomsky, who may be an even better writer than a hotelier (and he's a damn good hotelier) has worked every job and every shift; he takes us into the bowels (sometimes literally) of the hotel business, with all the pomp and circumstance, the hidden filth, and the fears and aspirations and secrets of guests and staff alike."--Judith Newman, "People" (4 Stars)
"For the uninitiated, staying at a luxury hotel can be a little intimidating.... [But] front desk raconteur Jacob Tomsky is here to help. His sharp-witted, candid new book, "Heads in Beds," demystifies the world of high-end hospitality.... Coarse, smart and wickedly funny, the author delivers hilarious caricatures of the hotel guests and colleagues he has encountered over the years.... Tightly written and laced with delicious insider tips."--John Wilwol, "Washington Post
"
"A wonderfully indi
Most helpful customer reviews
424 of 505 people found the following review helpful.
Decent idea for a book, unreliable narrator
By Dave Schwartz
I'm conflicted about HEADS IN BEDS. I really wanted to like it. I spent some time in hospitality myself, and I think there are great stories to be told from both sides of the check-in desk. And there are some interesting stories in this book, at least in the 85 pages of it that I got through before putting it down.
And why did I put it down? Mostly, because a memoir needs a likable, or at least, engaging, narrator and Tomsky comes across as neither.
An example: early in the book, he decides to impress us by giving us some historical context for the development of the hospitality industry. I guess he and his editor thought that three paragraphs of history was too dry, so Tomsky decided to spice it up. "So in 1794, someone, some ---hole, built the very first 'hotel' in New York City..."
If Tomsky really feels that way about whoever opened that hotel, I've got to ask, why? What did he ever do to him to earn that kind of vitriol. And if he doesn't really feel angry enough towards him to use that word, then he's the worst kind of literary poseur: a YouTube commenting keyboard warrior with an agent.
Tomsky does this quite a bit. It's one thing to have the profanity and pseudo-tough guy language in your dialog. It can even come out of your narrator's mouth when speaking out loud. But when the narrator uses this kind of language to talk directly to the reader, it's trying too hard to be edgy.
He does this throughout, and it feels completely inauthentic to me. It makes me not trust the narrator, and that's the kiss of death for a memoir.
What finally killed the book for me was the narrator's sense of entitlement. I needed a break after page 82, where the narrator was distraught over not being able to spend the rest of his life hanging out in parks in Copenhagen smoking marijuana, and having to return to the US to work after his money ran out. I put the book down for a few days, then dove back in, but tapped out three pages later when the narrator complained about living expenses in New York City being too expensive, and the difficulties of getting a job outside of the one field where he has actual experience.
I've got to confess that I just couldn't keep reading after that. Newsflash: most people who work in hospitality don't do it because they really get off on showing up to work ten minutes before their shift and waiting on other people all day. They do it because they are adults who other people are depending on to be responsible. I try to finish every book I start, but at that point, I figured that the author wasn't treating his readers with any respect, so I didn't feel compelled to read on.
114 of 133 people found the following review helpful.
Uhm, unemployed much?
By C.E.
Prior to my current vocation, I worked in hotels and resorts for 10 years, serving people, making money, and having all sorts of fun- I love it and it was hard to leave. I can tell you- the tone of this book and the things that are happening and have happened is just an attempt to cash in on the whole "Waiter Rant" snarky tone in memoirs today.
The author of this book comes across as entitled, snobbish, and horribly detached from customer service. The reason most people stay in those jobs is because they like the interaction with people, the money is secondary, and the location is a perk. Attracting drifters and those who can't settle down is a secodary aspect of the profession- and they don't last long. From past experience, anyone with an attitude half as nasty, condescending, and vitrolic as Tomsky's would be out of a job so fast they wouldn't have time to drop the key off at the front desk on the way out.
This book isn't so much a tell all as it is a mash-up of a "10-things-they-won't-tell-you" lists, "Waiter Rant's" pissy attitude, and some of the good ole "look-at-me-I'm-serving-rich-people" melodrama thrown in for good measure. Nothing special or spectacularly revealing here.
168 of 198 people found the following review helpful.
It should be titled, How to steal things and not get caught.
By G8rgirl96
Did it not occur to the author that at least three of the tips on the list of ways to get the most out of your hotel stay were illegal? Watching a movie and indulging in the minibar and then saying you didn't do either of those things is outright theft. Saying you didn't get a robe when you did and then stealing the extra is lying and theft.
What kind of morally-bankrupt, selfish person blatantly lies and then steals and then tells other people that it's an excellent way to get something for nothing? Did you give one thought to the poor cleaning woman who will come under fire for not stocking the room properly? Actions have consequences. Are you so hard up for a bathrobe that you're willing to risk a hotel cleaning woman's job?
Shame on you Mr. Tomsky. You've not given us a how-to book to hotel stays. You've given us a lesson on your own selfishness. You are one of the reasons hotels are now so expensive. Who do you think ultimately pays for your so-called freebies? The next guest down the line.
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