Hotel manager

“ He should know that the best results are obtained from his help by kindness, and that good food and good beds mean better service.
The manager should realize that the working force of a hotel is like the mechanism of a clock: it has to be wound occasionally and set going. No novice can operate this wonderful piece of mechanism; it requires a skilled mechanic.
The proprietor of a hotel should be a good loser; for there are periods of the year when the employes outnumber the guests, and the balance-sheet shows a heavy loss. ”

“ These hierarchs of the steward order are really very closely allied to the managers of great hotels. In fact, speaking from an outsider's point of view, I am inclined to think that a man who can manage the domestic arrangements of a couple of hundred people at sea—that is, in a floating hotel which is quite cut off from any external source of supply for a week or more—has a far greater task in hand than any hotel manager ashore can have. ”

“ The following extract from a hotel manager’s pamphlet on the running of big hotels gives some idea of the problems of labor management: “The operation of a single metropolitan hotel is too complex an undertaking to be likened to a gigantic piece of housekeeping. When it comes to running a group of six of the largest hotels in the world ... the performance becomes of colossal size. ”

“ She can save money, for she will have better pay in the linen-room. She will also have better food, and will learn something of the executive management of the hotel. Naturally, she will see more of the proprietor or the manager, and will learn his ideas and principles, which knowledge may be useful to her in later years. Time brings about many changes, and hotels change proprietors, as well as housekeepers and managers. Often, when a new manager makes his appearance, he will bring his housekeeper or linen-room woman with him ”

“ As the older visitors drop off, it is his to move up those who find favour in his eyes, and to let the runagates continue in scarceness. If he smiles, the understrappers scowl in vain: a word to the great man will do all that is wanted. The directors, the manager who appointed him, pretend to superior dignity, and their emoluments are on a more generous scale: but in their secret hearts they admit that the key to the success of the establishment is in the hands of the maître d’hôtel. ”

“ By the time you have been there two days, moreover, you will have begun to enjoy the hotel, not only for its physical comforts, but as an interesting miniature world. The manager and the clerk, the waiters and the bellboys, the editors and the printers, the night watchman and the train conductor, will all have become your friends, almost your blood relations,—such intimate good feeling does a joint seclusion induce,—and at any minute of the day in may come a group of strangers of the most engagingly picturesque sort ”

“ Character in the Hotel Business.
There is no royal road to success for the hotel clerk, steward, manager, or housekeeper. The hotel business is peculiar in many respects; it teaches conspicuously the great importance of character.
There is no ingenious system that the housekeeper may adopt to insure her success. Getting into trouble or keeping out of it is largely a matter of luck, influenced by the kind of help that she is able to secure. But, first and last, her success depends on her character—her own energy, industry, intelligence, and moral worth.
[Pg 27] ”

“ The hotel porter, or chief clerk, the head waiter, the pages, the manager and several assistants meet us at the hotel door, and in response to inquiries assure us that there is a bath-room in the hotel and that they have a [122] “very nice” room. As an additional and decisive argument why we should stop there the chief clerk asserts that they have ice-water, and the entire company falls back in an ecstatic gesture which evidently means “What do you think of that?” We examine the room, agree upon a price, and then and not till then do we dismiss the cabman and proceed to get settled. ”

“ Hotel managers, however, have been too prone to treat their business as housekeeping on a big scale. The transition from the small home industry with a few paying guests has been too rapid for adjustment to large scale method and standards. The attention of the hotel management, so far, has been directed toward standards of service to the public. It has only begun to think of standardization of conditions of employment for workers. ”

“ When one leaves the hotel the proprietor or manager always comes to see him off and say good-by. There isn’t such a crowd of servants waiting for tips as is generally alleged. Your porter, who has polished your shoes and carried your baggage, is on hand, and the chambermaid casually meets you on the stairs. The head waiter expects a tip and so does the hall porter, and there are usually a couple of other attendants ready to receive, but not obnoxiously so. ”

“ Then, step by step, she should build up the general cleanliness of the house. This is by far the most important of all the requisites pertaining to hotel housekeeping. Guarding against [Pg 20] difficulties encountered with the employes and with the managers' wives is secondary.
A housekeeper that can not take orders is not fit to give them; if the manager asks for the removal of an offensive employe, the housekeeper should immediately get rid of the objectionable person. If the housekeeper fails in deference to the manager's wishes, is not that good evidence that she is not a good soldier? ”

“ Most of the old inns are gone too, and in their place, only too frequently, the traveller finds the modern, company-owned hotel, with a foreign manager who naturally takes no interest in the guests he, as a matter of fact, rarely sees, and with whom no guest could possibly foregather. In the modern barrack hotel the guest must necessarily be impersonal—one of a number going to swell the returns. No one quite willingly resigns himself [Pg 59] to being a mere number ”

“ You are right. It was not. Nothing was taken, you see. But I did report the occurrence to the manager of the hotel, and he will confirm my story, and tell you that the waiter in question decamped rather abruptly in the middle of the night. ”

“ If a gentleman becomes interested in another gentleman, either in the hotel lobby or the dining-room, and he wishes to become acquainted with him either for business or social reasons, he may request the manager of the hotel to make the necessary introduction. ”

“ Etiquette at hotels is a subject that has been but lightly treated upon by our modern philosophy, and yet it is a subject that lies very near to every American heart. Had I not already more reforms on hand than I can possibly successfully operate I would gladly use my strong social influence and trenchant pen in that direction. Etiquette at hotels, both on the part of the proprietor, and his hirelings, and the guest, is a matter that calls loudly for improvement.
The hotel waiter alone, would well repay a close study. ”

“ It only means that the hotels are improving. The truth is that as the typical old-fashioned hotel was built and conducted in America, with the main entrance opening directly from the street into the large paved lobby, where men congregated at all hours of the day to talk politics and to spit, where the porters banged and trundled luggage, and whither, through the door opening to one side, came the clamour of the bar-room, it was out of the question that women should frequent that common entrance. ”

“ Then the maître-d'hôtel rushes at the door and closes it violently,—only for it to be re-opened a minute afterwards by a waiter or visitor entering from the terrace below! A mechanical contrivance and a light screen would do away with the nuisance, for a nuisance it most undoubtedly is. The perpetual banging causes headache, irritation, and indigestion, and those who have suffered n'y reviendront pas, like several Marlbrooks. Let the proprietor look to this, and, where most things are done so well, and not unreasonably, don't let there be a Havre-and-Havre policy of hotel management. ”

“ But, above all things, Heaven save us from falling ill in the modern hotel. No one cares for you, and no one even has the decency to make a pretence of doing so.
Sometimes, however, if you go somewhat out of the season, and before the rush of visitors begins, you get to a certain degree behind the scenes, and learn a little of the heart and humanity of the management. The chambermaid has time to have a little chat with you in the morning, and the head waiter gives you bits of local information both interesting and new. ”

“ The hotel was just completed, and the ladders, and the handsome lime barrels, and hods, and old nail kegs, and fragments of laths, and pieces of bricks, and scaffolds, and all those things that go to make life desirable, are still there adorning the hotel and the front yard; but there is no handsome man with a waxed mustache inside at the desk, shaking his head sadly when he is asked for a room, and looking at you with that high-born pity and contempt for your pleading, that the hotel clerk—heir apparent to the universe—always keeps for those who go to him with humility. ”

“ The business and social phases of the hotel are conducted in one large room wherein the men gather after dinner to sit and smoke, read, or play chess. Here in a corner at a little desk holds forth the head waiter. Although he is the functionary who assigns you to your room and to whom you pay your bill, he is not so preëminent as the head waiters of most of the hotels in the south, for the proprietor usually shows a preference to manage the place according to his own ideas. ”

“ To understand the spirit of management which could issue such instructions to its employees in the face of the opportunity to exploit the public, as most hotels do and so throw the whole cost of wages upon the patron, it is necessary to consider other sections of the Code treating of professional hospitality.
"Hotel Statler is operated primarily for the benefit and convenience of its guests. Without guests there could be no Hotel Statler. These are simple Facts easily understood. ”

“ While I cannot truthfully say that I think we Americans have a genius for hotel management, such as our cousins of Switzerland, for instance, appear to have, I can at least say that I believe we have a natural aptitude for a peculiarly delightful kind of spontaneous hospitality, of which I have been for years the grateful beneficiary. If a hotel were a thing of the spirit solely, I should say that the hostelries of the United States, taking them by and large, approximate perfection ”

“ What is apparent from the whole affair is that the old ideal of one's inn, as a place where one shall take one's ease, has perished in the evolution of the magnificent American hotel which we have been maliciously seeking to minify in the image of its Old World germ. One may take one's ease in one's hotel only if one is dressed to the mind of the hotel-keeper, or perhaps finally the head waiter. ”

“ In all but five of the hotels in which work was applied for the timekeeper and the head of the department interviewed the worker. It is true that some of the larger hotels in New York City under the control of big hotel corporations have developed employment departments. The employment managers have no labor policy, however. They are little more than clerks. They receive calls from the heads of departments and refer workers to them as they apply. No central record is kept. No job specifications have been worked out and no record is kept of the workers who leave. ”

“ Friends are remembered. The father and mother, brother and sister over the water are not forgotten; and likewise the maids are not forgotten by their employer. The dining-hall is wreathed in holly, the table is loaded with all the season's delicacies. Trade is dull in the hotel, and the time is given over to enjoyment. ”

“ With a snack to eat in the refrigerator or laid out on the dining-room table. Lamps burning and waiting. Nighties laid out and bedcovers turned back. And then—me. Second-rate hotels. That walk through the dark downtown streets. Passing men who address you through closed lips. The dingy lobby. There's no applause lasts long enough, Marcia, to reach over that moment when you unlock your hotel room and the smell of disinfectant and unturned mattress comes out to you. ”

“ La plus grande force du Maître d'hôtel français, je dis maître d'hôtel français à dessein, car si le cuisinier français a su tirer parti des produits de la nature avec un art infini, pour en faire des aliments aimables, agréables, et bienfaisants, le Maître d'hôtel français seul est susceptible de les faire accepter et désirer. ”

“ It is for the most part a large private house, without, though not always without, the parade of concierge and other distinctive marks of an hotel. As a rule, to which there are exceptions, it is more homely, there is less style in the method of conducting, less appearance about the rooms, and smaller attention paid to service and sanitary arrangements. On the other hand, the company is smaller, and as the people come to remain for periods of time, they fraternize better, and there is a good deal more of the home feeling in a pension than ever finds its way into any hotel. ”

“ I hastened to reply, “if you will so accept it.”
“Then I would ask,” continued my interrogator, “must a man be a certain length of time at an hotel before he is entitled to the privileges of a guest?”
“Oh, dear, no! Merely purchasing temporary refreshment at an inn makes the purchaser a guest and renders the innkeeper liable for the safety of the goods he may have with him, [121] if he is a traveler.”
“But who is a traveler?”
“One who is absent from his home, whether on pleasure or business. [122] A townsman or neighbor, who is actually traveling, may be a guest. ”