Life — April 12, 1923 — page 2: what you’re looking at

Machine-transcribed from the original scan — historical spelling and the odd misread are preserved.

Live: Company at 598 Madison Avenue, New York, Vol. 81. Published Weekly by Life Publishing Annual Subscription, Five Dollars. No, 2116 April 12, 1923 putered as Second Class Matter, June 8, 1889, at the Post OMlce at New York, ., under the act of March 3 Entered as Second Class Matter at the Post Office at Bethlehem, a. id, 1879. 3 Second Class Matter at the Post Copyright, 1923, LIFE. in the ‘United States, Bogland and’ the ‘British Possessions Printed in Bethlehem, Pa., U. Serr) “hor Mune “ine PROVANDIE. F. t OMice Depa Aiveriising Director The Busiest People in the Hotel Telephone Operators — Mail Clerks — Elevator Operators By E. M. STATLER—being one of a series of ads embodying instructions to Statler employees. The three busiest departments—and three of the most important—in a busy hotel, are tele- phone service, mail service, elevator service. All of them have to be mighty close to 100% perfect all the time, because everybody uses them—and depends upon them. In these hotels we do about everything human- ly possible to keep those departments alwa; at their best. At some desks we keep a written record of every transaction—which shows up Those things—which, indeed, belong to the “back-stage” side of hotel-keeping—are men- tioned here because we believe that our guests like to know that we take our responsibilities seriously, down through every last detail of service. Another aspect of it (more important to you than the routine of these departments) is the way the people concerned serve you. That is why we print here some of the instrucions these helpers of ours have, to guide them in their con- tact with you. every error, and who made it. Instructions to Statler Employees To Telephone Operators “Remember that a guest who is de- pending for service upon someone whom he can’t see—someone who is, at the time, nothing but a voice to him —is as much influenced by the tone and character of that voice as by the words it says. See, therefore, that your voice is pleasant, always; and your manner interested and gracious. “Push every telephone transaction to completion as rapidly as is consis- tent with thoroughness and court “Be especially careful of promises made by telephone. If you say ‘five minutes’ be quite sure that it won't be more; if you say ‘right away,’ don't let anything or anybody neglect it. The guest takes word for it; see that he doesn’t have to wait or complain.” To Front Office Clerks “Mail clerks and key clerks who HOTELS STATLER BUFFALO: 450 rooms, 450 baths (Thenew Statler in Buf- falo, to bs opened shortly, will haver100 rooms, 1 100 baths) DETROIT: 1000 rooms, 1000 baths. Grand Circus Park. ST. LOUIS: 650 rooms, 650 baths: Ninth Washington, BOSTON: Now building. To recognize people and remember their names are more valuable to us than others who do not. “You know that what the guest wants (and is entitled to) is a helpful and interested, as well as a courteous, service. You are not through with 7 saction until the guest is or, if you cannot satisfy him, until you have called your superior and the matter is out of your hands.” To Elevator Operators “Don’t forget the ‘please’ when you're speaking to your passengers, and don’t let your manner be any- thing but pleasant. Don’t talk with other employees who are on your car; don’t hum or whistle or sing, even if you have no passengers. “At every stop where passengers are waiting, call ‘Up, please’ or ‘Down, please’. Follow exactly your instruc- tions about calling for floors before you start and at every stop. “If a guest is carried past his stop, whether through his own fault or yours, say ‘I'm sorry’, or apologize. To Everybody “No excuse will be accepted for an failure to carry out our poli explained. and interpreted in. The Statler Service Codes. “These hotels will not keep, and will not knowingly employ, anybody who is discourteous or abrupt or sullen—either with guest fellow How i e, however “un- onable’ other people may seem— or be—to you, discourtesy cannot and will not be’ excused.” Pennsylvania ‘New York ‘The largest hotel in the world —with 2200 rooms, 2200 baths. Qn Seventh Avenue, 32d to 334 Sereets, directly epposte the = the same policies of cour- teous, intelligent and helpful secvice by all employees. comicbooks.com