Life — April 10, 1924 — page 29: what you’re looking at

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

a a MANAGERS and assistant managers in our hotels rep- resent the guest just as truly as they represent the hotels. It’s you, really, for whom they work. So when you want some special service or attention that’s beyond the room- clerk or bell captain or other person to whom you apply— When you have to go higher than the chief of some department to get satisfaction— Then an assistant manager, or perhaps the manager, is the man for you to see. Get to the “Management By E, M. STATLER As the manager can be in but one place at one time,and can’t be on duty all the time, there are assistant managers in our hotels who are all that the title implies. An assistant manager is always available, broadly speaking; and is always glad to do his utmost to insure your satisfaction while you're with us. You will find, below, some of our formal instructions to managersand assistant managers; they give the net of what we require of men in those positions, in their capacity of representing the guest 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 every- thing 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 standpoint, 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. Be guided always by the golden rule “You are the men at the top in your houses, you managers and assistant mar gers. 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 with a guest; he must adjust the matter at once to the guest's satisfaction, or call his superior to do so.” * We guarantee that our employees will handle all transactions with our guests (and with each other) in the spirit of the golden rule—of treating the guest 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 you; and that if he can’t satisfy you, he will immediately take you to his superior, HOTELS STATLER BUFFALO: 1100 rome 1100 Herel (ac We 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 transaction should then become a personal matter between youand me. You will confer a favor upon usif you will write tomea e case, and depend upon me to make good my promise. I can't personally check all STATLER and Statler~operated Guarantee of Statler Service: the work of more than 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 pe ddress is Executive Is Statler Co., Inc., Buffalo, ‘New York The largest hovel im che world —suh 2200 rooms, 2200 bachs. Sereets, directly opposite ¢ Pennsyivana Radway Ts nal. A Seatier-eperaced hovel, with al che comforts and coo vwensences of ocher Seaclers, and. wich the same pobors of cour Every room in these hotels has private bath and running ice-water; in every room is posted its rate, printed in plain figures, comicbooks.com