Life — November 8, 1923 — page 27: what you’re looking at

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

LIFE - 25 TheM E. C. Green, Manager Hotel Statler, Buffalo. Any guest of this hotel who does not get the service Mr. Statler has promised him has only to come to me, or to one of my assistants, and he will nd the guarantee is 100% effective. H. Wm, Klare, Manager Hotel Statler, Detroit. Detroit we heartily endorse » Statler Guarantee, in both locter and spirit, and you will ‘ind us always ready to back F. W. Bergman Hotel Pennsylvania, New York. As assistant to Mr. Statler in Hotel Pennsylvania, I am glad to repeat and emphasize this hotel's full acceptance of, and belief in, the Statler Guaran- tee, and to pledge its full performance here. Hotel Statler (at Washington and Swan) is now called Hotel Buffalo; and the old Iroquois Hotel is closed, not to re-open. CLEVELAND: 1000 rooms, xo0e baths. Eudid, at E. 12th. DETROIT: 1000 rooms, 1000 baths. Grand Circus Park. ST. LOUIS: 630 rooms, 630 baths. Ninth and Washington. BOSTON: Now preparing to build at Columbus Ave, Prov. dence and Arlington Sts. Russell M.Keith, Manager Hotel Statler, Cleveland. For the management and for every employee of Hotel Statler, Cleveland, I am gled to subscribe to the “Guarantee of Statler Service”, and to promise you just what it says. Chas. Heiss, Manager Hotel Statler, St. Louis. Patrons of this house are in- vited—and urged—to bring to the management any dis- satisfaction they find in our service; and they will also find that we take the Guarantee seriously. ATLER anagementSaysSo In each of the Statler-operated hotels the local manager and his assistant managers work under these Instructions to Managers and Assistant Managers: “Your biggest responsibility is to see that our policies are carried out and our promises to the public are kept. “Most of your contact with guests will be with those who want something of you. You must always do everything you can to make their way smooth and pleasant. “If his trunk hasn't come, or his ice-water doesn’t flow; if he doesn’t like his room, or has trouble at the mail desk — “Whatever the reason for his seeking you, you are to take hold interestedly and give him the quickest satisfaction possible. “In all your contact with guests (and, don’t forget, with your associates, too), remember that the unforgivable sin, from our stand- point, is discourtesy. A close second is lack of interest; whether a guest comes to you with a complaint or a request, he must always be greeted and listened to and helped with the graciousness and courtesy that are the spirit of our policies. “The very basis of these policies, and your guide in all matters which cannot be made the subject of specific instructions, is the golden tule. Be always sure that you are treating the other fellow, whether he be one of your guests or one of your helpers, as you would have him treat you if conditions were reversed. We not only promise that sort of treatment; we guarantee it. “You are the men at the top in your houses, you managers and assistant managers. But you have no special rights or privileges over any other employee of the company in the literal carrying-out of these instructions from The Statler Service Codes: ‘No employee is allowed the privilege of arguing any point witha guest; he must adjust the matter at once to the guest's satisfaction, or call upon his superior to do so.’ ” It is by the loyal cooperation of these managers, by their belief in the rightness of these policies, by their untiring efforts to give better and better service through their employees, that this company can give you the below. Guarantee of Statler Service: We guarantee that our employees transaction should then become a will handle all transactions with our _ personal matter between you and me. guests (and with each other) in the spirit of the golden rule—of treating the guests as the employee would like to be treated if their positions were reversed. We guarantee that every employee will go to the limit of his authority to satisfy the guest whom he is serving; and that if he can’t satisfy him he will immediately take him to his superior. From this time on, therefore, if you have cause for complaint in any of our houses, and if the management of that house fails to give you the satisfaction which this guarantee promises, the and Statler~operated ou will confer a favor upon us if you will write to me a statement of the case, and depend upon me to make good my promise. I can’t personally check all the work of 6,000 employees, and there is no need that I should do so; but when our promises aren't kept I want to know it. My permanent address is Executive Offices, Hotels Statler Company, Inc., Buffalo, N. Y. ‘New York ‘The largest hotel in the world —with 2200 rooms, 2200 baths. On Seventh Avenue, 32d t0 33d Screetn, dicectly opposite he il Termi- Hotel Pen: of cour. teous, intelligent and helpful secvice by all employees. HOTELS comicbooks.com