The language of tips, as feedback on your hospitality

My grandmother and my mother taught me to always leave a small tip for the chambermaids – as they called the housekeeping staff – at the end of a hotel stay. According to them, that was part of the etiquette when staying at a hotel. Just like the friendly bellboy who brings your suitcase to your room. I often had some small change to hand when I visited a hotel, but I too found myself having to search for cash more often. So these days I plan for it more consciously and always carry cash with me. I usually give one or two euros, sometimes a five-euro note. It depends on the situation and what the member of staff has done.

Tipping in a digital world

There are till systems that ask you right at the point of payment whether you wish to leave a tip. I’m absolutely no fan of them. You also put your guest in an awkward position – what if they don’t want to leave a tip? A ‘tip’ button changes the nature of the hospitality relationship: from appreciation to a transaction. I believe you should never ask for a tip. A tip is something you give to someone as a token of appreciation for the service provided. It is a voluntary gift from the guest when they are satisfied. Cash may disappear, but appreciation remains. You can accept tips by card, but only at the guest’s request!

But do hotel staff still receive tips now that so much is done digitally?

Fortunately, the answer is yes. Of course, it does depend on where you work and the sort of guests who stay at your hotel. With Americans, you can be sure that if you’ve really gone the extra mile for them and made them feel special, you’ll certainly receive a generous tip. In some cultures, however, tipping is actually considered inappropriate. So take the time to get to know your guests and be aware that some guests do not tip. This has nothing to do with how well you’ve done your job or whether you might have made any mistakes.

In a restaurant or at the hotel bar, it’s easier to leave a tip when you’re paying as a guest. But what about the friendly reception staff or the technical support team – when do they get a tip? And how is it actually shared out?

In most hotels, everyone chips in, because after all, it’s a team effort. Often, the basis for sharing the cost is the number of hours you’ve worked. As a team, we’d once decided to save half of it and use it to treat ourselves to a lovely meal together at a Michelin-starred restaurant once a year. We’d then take that experience back with us to the workplace. Did we tip ourselves? Yes, of course – at least 10 %.

Tips for getting bigger tips:

If you work in the hospitality industry, you do so out of a love for the profession; you want to do something for others. You love people. In a hotel, you’re a director – ideally, one who creates surprises. Your aim is to exceed your guests’ expectations. This also increases your chances of receiving a larger tip. Just like adding a personal message to the bill and including a few extra sweets when presenting it.

A tip as a silent gesture of appreciation for hospitality. A small gesture that speaks volumes.