Tours Travel

The hotel that built humility

It was a dark and stormy night. An older couple walked into a small hotel in Philadelphia. The older man said, “Would you like a room for the night?”

The young, friendly, smiling receptionist looked at the couple and explained, “There are three conventions in town. Sorry, but all of our rooms are taken. It’s 1am and the weather is terrible outside. I can’t send a good couple like you in these elements. Would you be willing to sleep in my room? It’s not exactly a suite, but it will be good enough that people feel comfortable at night. “

First, the couple refused to answer “Where are you going to sleep, young man, if you give us your room?

“Oh, I’m young and healthy and I can sleep in the reception area. I’ll be fine.”

The older couple accepted the young clerk’s offer and stayed “to spend the night in their personal room.”

The older (and well-rested) gentleman offered the young receptionist a reward before leaving the hotel as an expression of gratitude.

“Please don’t embarrass me with an offer of money for my room. I didn’t give you my room expecting any monetary compensation. I just wanted to help you.”

The older man was really touched by the young man’s compassion and said: “Finding people who are friendly and helpful is rare these days. You are the kind of manager who should be the boss of the best hotel in America. Maybe one day I’ll build one for you. “

The young clerk looked at the couple and smiled. As the older couple walked away, they agreed that the helpful receptionist was exceptional.

The young man had been promoted to manager of his hotel, but he still remained in contact with this couple, and after two years he opened his mail to find a train ticket to New York, and an invitation for himself and a guest to attend. a great opening performance.

The young hotel manager traveled to New York and was greeted by his host, the older gentleman he had helped two years earlier. His host led him to the corner of Fifth Avenue and 34th Street and pointed out a beautiful new structure, like a palace, built of brownstone, 16 stories high.

“That,”said the older man, William Waldorf Astor, “It is the hotel that I built for you to manage.”

“You must be kidding.” replied the innkeeper in surprise.

“I assure you I am not.”

George C. Boldt, the former young employee, accepted the offer and became the manager of the Waldorf-Astoria.

The Waldorf Astoria hotelIt was the first luxury hotel complete with electricity, amenities, and private bathroom service. If you have ever been lucky enough to stay in a Waldorf, you will find that the Waldorf Astoria symbolizes elegance and grace. It is much more than a room. It is an experience.

George Boldt was compassionate, kind, and selfless towards others. He played at a higher level than required and the reward was making a difference in the world for the person he had the opportunity to help.

The gold standard of hotel guest experience:

George Boldt is committed to setting the gold standard for hospitality at the Waldorf Astoria Hotel. He imparted legendary levels of humility and grace to his staff of nearly 1,000, prompting them to follow suit. Boldt built the blueprints for today’s growing luxury hospitality industry.

The impact

1) Using his leadership example, he modeled and trained his staff to be helpful, kind, compassionate, and create an extraordinary customer experience. “The customer was always right!”)

2) Introduced room service

3) Your senior staff inspected the lobby 24 hours a day to keep the area tidy and attractive to your guests.

4) He insisted that all guests have fresh flowers and a copy of the day’s newspaper in their rooms.

5) In the restaurant of the Waldorf Astoria Hotel, the food was delicious and served impeccably.

George C. Boldt is committed to making the Waldorf so comfortable that guests never go elsewhere.

For more than 100 years, the Waldorf Astoria symbolized elegance and grace. He was a manager for 23 years until his death in 1916.

He also made sure his legacy extended well beyond the time he was at the Waldorf. George C Boldt sympathized with eager students whose only impediment to higher education was lack of funds. During his lifetime, George C. Boldt helped at least 75 young people attend college, anonymously.

George C Boldt “also helped entrepreneurs who were struggling financially and told his hotel employees that if they were in financial trouble, his door was always open for them.”

He also donated to “Cornell University, the American Red Cross,” many local hospitals, and built a library in Alexandria Bay, New York. “

Anne Frank said: “No one has become poor by giving.”

Zig Ziglar, “When you encourage others, in the process you are encouraged because you are making a commitment and a difference in that person’s life. Breath really makes a difference.”

What can you do to improve customer loyalty in your business?

What will your legacy be and who will you help?

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