The hotel that humility built

It was a dark and stormy night. An older couple entered a small hotel in Philadelphia. The older gentleman said, “Would you have a room for the night?”

The friendly, smiling young clerk looked at the couple and explained, “There are three conventions in town. I’m sorry, but all of our rooms are taken. It’s 1am and the weather is terrible outside. I can’t send a couple nice as you guys in these elements. Would you be willing to sleep in my room? It’s not exactly a suite, but it will be good enough for you guys to be 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 “for the night in their personal room.”

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

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

The older gentleman was truly 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 the United States. 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 employee was exceptional.

The young man had been promoted to manager of his hotel, but was still 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 grand 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 took him to the corner of Fifth Avenue and 34th Street and pointed out a beautiful new palace-like structure built of brownstone, 16 stories high.

“What,”said the older gentleman, William Waldorf Astor, “It’s the hotel I built for you to run.”

“You must be kidding.” replied the surprised innkeeper.

“I assure you I am not.”

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

The Waldorf Astoria HotelIt was the first luxury hotel complete with electricity, private bathrooms, amenities and service. If you’ve ever been lucky enough to stay in a Waldorf, you’ll realize that the Waldorf Astoria symbolizes elegance and grace. It is much more than a room. it’s an experience

George Boldt was compassionate, kind, and selfless with 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 customer experience:

George Boldt was 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, motivating them to follow his example. Boldt laid the blueprints for today’s burgeoning luxury hotel industry.

The impact

1) By your example of leadership, you modeled and trained your staff to be helpful, kind, and compassionate, to create an extraordinary customer experience. “The customer was always right!”)

2) Introduced room service

3) Your senior staff surveyed the lobby 24 hours a day to keep the area tidy and inviting for your guests.

4) Insisted that all guests should 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 impeccably served.

George C. Boldt was committed to making the Waldorf so comfortable that guests would never go anywhere else.

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

He also ensured that his legacy extended far beyond his time at the Waldorf. George C Boldt sympathized with enthusiastic students whose only impediment to higher education was lack of funds. During his lifetime, George C. Boldt helped at least 75 young people get into college, anonymously.

George C Boldt “also helped businessmen who were in financial difficulty and told his hotel employees that if they were in money trouble, his door was always open to them.”

He also made donations 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 been impoverished by giving.”

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

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

What will be your legacy and who will you help?