Hotel Management Quotes

Everything will be all right in the end. If it’s not all right, it is not yet the end”....... Patel, Hotel Manager, The Best Exotic Marigold Hotel

We’re no longer welcome at that particular hotel…for eternity. Those were the manager’s exact words.” Connor loosens his bowtie. “I don’t blame him for thinking we’re immortal. In some preclassic civilizations, I’d be considered a god.

Hodge says he's on his way and he hopes you can both manage to cling to your flickering sparks of life until he gets here," she told Simon and Jace. "Or something like that." "I wish he'd hurry," Jace said crossly. He was sitting up in bed against a pair of fluffed white pillows, still wearing his filthy clothes. "Why? Does it hurt?" Clary asked. "No. I have a high pain threshold. In fact, it's less of a threshold and more of a large and tastefully decorated foyer. But I do get easily bored." He squinted at her. "Do you remember back at the hotel when you promised that if we lived, you'd get dressed up in a nurse's outfit and give me a sponge bath?" "Actually, I think you misheard," Clary said. "It was Simon who promised you the sponge bath." Jace looked involuntarily over at Simon, who smiled at him widely. "As soon as I'm back on my feet, handsome.

Clinton has cheated on Hillary for years,’ I said (to his campaign manager James Carville). ‘I told you the story about the time in Greenville in 1984, when he invited me to his hotel room. That’s why I’m not volunteering or doing any work for him. He uses women the wrong way.

Aim for something Rosie, I know you don’t want to hear it, but it will help. Aim for what you want and the year will all make sense. Go to Boston if that will make you happy. Study hotel management like you’ve always wanted. You’re only young Rosie, and I know that you absolutely hate to hear that but it’s true. What seems tragic now won’t even be an issue in a few love, rosie 29 years time. You’re only 17. You and Alex have the rest of your lives to catch up together . . . After all, soul mates always end up together. Silly Bethany won’t even be remembered in a few years time. Ex-girlfriends are easily forgotten. Best friends stay with you forever.

And there in the darkness of the hotel room, scarcely more than twenty-four hours before the maybe end of the world, the three of them managed to laugh together. It turned out that no amount of terror could stop the great human need to connect. Or maybe, Anita thought, terror was actually at the heart of that need. After all, every life ended in an apocalypse, in one way or another.

I tell them to bring him in. He comes in smiling in triumph. And he can't speak English. After his hours of waiting we cannot talk. I feel rather sorry for him and we do our best. Finally, with the aid of about everyone in the hotel he manages to ask: "Do you like France?" "Yes," I answer. He is satisfied.

there wasn't a stove and we put cans of beans in hot water in the sink to heat them up and we read the Sunday papers on Monday after digging them out of the trash cans but somehow we managed money for wine and the rent and the money came off the streets out of hock shops out of nowhere and all that mattered was the next bottle and we drank and sang and fought were in and out of drunk tanks car crashes hospitals we barricaded ourselves against the police and the other roomers hated us and the desk clerk of the hotel feared us and it went on and on and it was one of the most wonderful times of my life. -- Bumming with Jane

I've already spent ten years of my life apologizing for that band. As their manager, that's all I really did. Apologize. For years afterward I'd walk into a hotel lobby and the receptionist would call to me, 'Mr. McGhee.' And I'd run up and drop to my knees and say, 'Oh, Jesus, I'm really sorry.' They'd look at me funny and say, 'No, nothing's wrong. You have a telephone call.' And I'd breathe a sigh of relief and thank the good Lord above that I wasn't managing Mötley Crüe anymore. ~ Doc McGhee.

When you think about it, the Big Bang's a big like school, isn't it? ... Well, I mean to say, one day we'll all leave here and become scientists and bank clerks and driving instructors and hotel managers -- the fabric of society, so to speak. But in the meantime, that fabric, that is to say, us, the future, is crowded into one tiny little point where none of the laws of society applies, viz., this school. -Ruprecht

It is June 27, 1912. You are lying in your bed in the Grand Hotel and it is 6 p.m. on the evening of June 27, 1912. Your mind accepts this absolutely. 6 p.m. on June 27, 1912. Elise McKenna is in this hotel at this very moment. Her manager, William Fawcett Robinson, is in this hotel at this very moment. Now, this moment, here. Both in the Grand Hotel on this evening of June 27, 1912. 6 p.m. on June 27, 1912. Elise McKenna, now, in this hotel. She and her company are in this hotel at this very moment. Now on June 27, 1912, 6 p.m. Your mind accepts this, absolutely. You have traveled back in time, soon you will open your eyes. You will walk into the corridor, and you will go downstairs and you will find Elise McKenna, who is in this hotel at this very moment.

So much for the recreational side of night life in the upper-bracket-income hotels of Manhattan. And in its root-origins the very word itself is implicit with implication: re-create. Analyze it and you'll see it also means to reproduce. But clever, ingenious Man has managed to sidetrack it into making life more livable. ("New York Blues")

He didn’t actually accuse God of gross inefficiency, but when he prayed his tone was loud and angry, like that of a dissatisfied guest in a carelessly managed hotel. (God and My Father)

Every month when the bills came in, there was trouble. Mother seemed to have no great extravagances. But she loved pretty things. She had a passion for china, for instance. She saw hundreds of beautiful cups and saucers that it was hard to walk away from and leave. She knew she couldn't buy them, and mustn't, but every so often she did. No one purchase seemed large by itself, but they kept mounting up, and Father declared that she bought more china than the Windsor Hotel.

Not as long as you are here, Monsieur Corte,” the manager replied warmly, as he had a great number of times since the Fall of France. Corte was, in the list of celebrities, the fourteenth to arrive from Paris since the sad events began and the fifth writer to seek refuge at the luxury hotel.

A breath of a buffalo in the wintertime" - that exactly evoked his view of life. Why worry? What was there to "sweat about"? Man was nothing, a mist, a shadow absorbed by the shadows. But, damn it, you do worry, scheme, fret over your fingernails and the warnings of hotel managements: "Su día terminal a las 2 p.m.

Love great first lines and paragraphs. From The Yiddish Policemen's Union: Nine months Landsman's been flopping at the Hotel Zamenhof without any of his fellow residents managing to get themselves murdered. Now somebody has put a bullet in the brain of the occupant of 208, a yid who was calling himself Emanuel Lasker.

But Zelda was never about plot. Indeed, one's head could explode if all the games were considered one story, since Link is always meeting Zelda and villainous Gannon for the first time. Imagine trying to explain why James Bond has stayed forty years old for forty years, while changing faces and hair color. Better to accept the story as a constant retelling, and don't dwell on continuity matters. Mario has made a cottage industry of jokes about how Bowser had only one playbook—kidnap the princess—and this time it'll work! He's utterly incapable of coming up with any other plan. Aside from that one time he obtained a degree in hotel management.

Seasons or Ritz-Carlton hotel. So Johnson sent his first five store managers through the Ritz-Carlton training

So briefly outline your problem, offer a solution if you have one, and then ask whom you should speak with to have the problem solved. “Should I speak to a manager about this?

The manager had just returned from a hospitality conference in Jakarta, where he had learned that the main duty of hotel staff was not to deliver but to over-deliver.

Your USP is never what you think it is. It is what your customer think it is.

I waited all day without news of him. That night, on the advice of the manager of the hotel, I communicated with the police, and next morning we advertised in all the papers. Our inquiries led to no result; and from that day to this no word has ever been heard of my unfortunate father. He came home with his heart full of hope, to find some peace, some comfort, and instead—" She put

Nine months Landsman’s been flopping at the Hotel Zamenhof without any of his fellow residents managing to get themselves murdered. Now somebody has put a bullet in the brain of the occupant of 208...

Out of this unstable mix of technocracy and national security you have a nostalgia developing for colonialism or religion—atavistic in my opinion, but some people want them back. Sadat is the great example of that: he threw out the Russians, as well as everything else that represented Abdel Nasser, ascendant nationalism, and so forth—and said, “Let the Americans come.” Then you have a new period of what in Arabic is called an infitah—in other words, an opening of the country to a new imperialism: technocratic management, not production but services—tourism, hotels, banking, etc. That’s where we are right now.

And I went to bed and hugged the memory of his attention until the roof seemed to lift off the hotel and the walls to fall away and the huge starry darkness to embrace me with the implications of what I felt. Why do we live so painfully in our fictions? Why do we suffer so, from the things we ourselves have invented? Do you understand it, Jeffers? I have wanted to be free my whole life and I haven’t managed to liberate my smallest toe.

There’s the idea of wilderness, and then there’s the unglamorous labor of it, the never-ending grind of securing firewood; bringing in groceries over absurd distances; tending the vegetable garden and maintaining the fences that keep the deer from eating all the vegetables; repairing the generator; remembering to get gas for the generator; composting; running out of water in the summertime; never having enough money because job opportunities in the wilderness are limited; managing the seething resentment of your only child, who doesn’t understand your love of the wilderness and asks every week why you can’t just live in a normal place that isn’t wilderness; etc.

Of course, active alcoholics love hearing about the worst cases; we cling to stories about them. Those are the true alcoholics: the unstable and the lunatic; the bum in the subway drinking from the bottle; the red-faced salesman slugging it down in a cheap hotel. Those alcoholics are always a good ten or twenty steps farther down the line than we are, and no matter how many private pangs of worry we harbor about our own drinking, they always serve to remind us that we’re okay, safe, in sufficient control. Growing up, whatever vague definition of alcoholism I had centered around the crazy ones—Eliza’s mother, Lauren’s father’s ex-wife, the occasional drunken parent of a friend. Alcoholics like that make you feel so much better: you can look at them and think, But my family wasn’t crazy; I’m not like that; I must be safe. When you’re drinking, the dividing line between you and real trouble always manages to fall just past where you stand.

Hotel’s full up, I’m afraid, Mr. Roper, Jonathan rehearsed in another last-ditch effort to fend off the inevitable. Herr Meister is desolated. A temporary clerk has made an unpardonable error. However, we have managed to obtain rooms for you at the Baur au Lac, et cetera.

Our minds are like a hotel. The manager can’t keep people from coming into the lobby, but he can keep them from getting a room. It is the same with our thoughts. It is not a sin when an impure thought goes through our minds. The sin comes when we give it a room and let it settle down there.

You've been a naughty kit-kat. Silly bad thing. Dirty raggedy scamp. You'll go straight to hell,' said Rose. 'Yes. You've been bad and whiny. You don't get milk. No milk at all. No milk one bit. No milk for you.,' insisted Pierrot. ''If you cry, I'm going to poke you in the nose.' 'Owww! Owww! Owww! I don't want to hear it.' You smell bad. You have to scrub your paws. Bath time. Stinky creep.' 'Naughty sinner, naught, naughty, naughty. With mud for paws.' 'Soooo shameful. Look at me. Mister Shameful.' They had never been taught words of affection. Although the two had only known harsh terms and words of discipline, they had managed to transform them into words of love.

What is life? It is the flash of a firefly in the night. It is a breath of a buffalo in the wintertime. It is as the little shadow that runs across the grass and loses itself in the sunset." -- Said by Chief Crowfoot, Blackfoot Indian Chief. This last entry was written in red ink and decorated with a border of green-ink stars; the anthologist wished to emphasize its "personal significance." "A breath of a buffalo in the wintertime" -- that exactly evoked his view of life. Why worry? What was there to "Sweat about"? Man was nothing, a mist, a shadow absorbed by shadows. But damn it, you do worry, scheme, fret over your fingernails and the warnings of hotel managements.

Listening is the single most important on–the–job skill that a good manager can cultivate. A leader who doesn’t listen well risks missing critical information, losing (or never winning) the confidence of staff and peers and forfeiting the opportunity to be a proactive, hands–on manager. Listening is also how you empower people to grow in their jobs and gain confidence as decision makers.

As they neared the entrance to the hotel, Win saw a tall, dark form moving through the lobby. It was Merripen, looking moody and distracted as he walked with his gaze focused downward. She couldn't suppress the flutters of pleasure that went through her at the sight of him, the handsome, bad-tempered beast. He approached the stairs, glancing upward, and his expression changed as he saw her. There was a flash of hunger in his eyes before he managed to extinguish it. But that brief, bright flare caused Win's spirits to lift immeasurably. After the scene that morning, and Merripen's display of jealous rage, Win had apologized to Julian. The doctor had been amused rather than disconcerted. "He is exactly as you described," Julian had said, adding ruefully, "...only more." "More" was a fitting word to apply to Merripen, she thought. There was nothing understated about him. At the moment he looked rather like the brooding villain of a sensation novel. The kind who was always vanquished by the fair-haired hero. The discreet glances Merripen was attracting from a group of ladies in the lobby made it evident that Win was not the only one who found him mesmerizing.

All of a sudden, life became too much to bear. Just like that, for no particular reason. Because there was a child’s corpse in the fridge on rue Parthenais. Because I had to start all over again from scratch, one more time. Because I had rolled my rock to the top of the hill and now it was rolling back down again. The times before, I’d always managed to put on a brave face. But there comes a time when you just don’t feel strong enough to look for another place to live and go shopping again for clothes and dishes and cutlery and scouring pads and toilet paper. This was one of those times. When I got back to the hotel, I asked the Barbie at reception for the key to the minibar. It burned in the palm of my hand. I slapped it back down on the counter and ran out. I had to find a meeting.

The month before I had found a cockroach in a bowl of onion soup and, when I complained, the waiter dutifully removed it and returned with another bowl from the same pot. Sheepishly, I explained that I no longer had an appetite for onion soup. A few days later, when I told the hotel manager how disappointed I was to find that onion soup was no longer on the menu, he said, ‘Oh, we ran out of cockroaches.

The BDS on campus operation is organized by, among others, a group in Chicago, Illinois, called American Muslims for Palestine, or AMP. For years, AMP, through its sponsorship of Students for Justice in Palestine (SJP), has been sending strategists, digital and communications experts, graphic designers, video editors, and legal advisors to colleges all over America and running flashy events in expensive hotels for the purpose of delegitimizing Israel, minimizing pro-Israel voices on campus, and harassing Jewish and pro-Israel students in order to deter them from supporting Israel. The embodiment of Cancel Culture. Managing such a sophisticated network of political operatives, extensive marketing, and (pre-COVID) ritzy gatherings at nice hotels is extremely expensive.11 So where is the money coming from? I

A woman named Cynthia once told me a story about the time her father had made plans to take her on a night out in San Francisco. Twelve-year-old Cynthia and her father had been planning the “date” for months. They had a whole itinerary planned down to the minute: she would attend the last hour of his presentation, and then meet him at the back of the room at about four-thirty and leave quickly before everyone tried to talk to him. They would catch a tram to Chinatown, eat Chinese food (their favourite), shop for a souvenir, see the sights for a while and then “catch a flick” as her dad liked to say. Then they would grab a taxi back to the hotel, jump in the pool for a quick swim (her dad was famous for sneaking in when the pool was closed), order a hot fudge sundae from room service, and watch the late, late show. They discussed the details over and over again before they left. The anticipation was part of the whole experience. This was all going according to plan until, as her father was leaving the convention centre, he ran into an old college friend and business associate. It had been years since they had seen each other, and Cynthia watched as they embraced enthusiastically. His friend said, in effect: “I am so glad you are doing some work with our company now. When Lois and I heard about it we thought it would be perfect. We want to invite you, and of course Cynthia, to get a spectacular seafood dinner down at the Wharf!” Cynthia’s father responded: “Bob, it’s so great to see you. Dinner at the wharf sounds great!” Cynthia was crestfallen. Her daydreams of tram rides and ice cream sundaes evaporated in an instant. Plus, she hated seafood and she could just imagine how bored she would be listening to the adults talk all night. But then her father continued: “But not tonight. Cynthia and I have a special date planned, don’t we?” He winked at Cynthia and grabbed her hand and they ran out of the door and continued with what was an unforgettable night in San Francisco. As it happens, Cynthia’s father was the management thinker Stephen R. Covey (author of The Seven Habits of Highly Effective People) who had passed away only weeks before Cynthia told me this story. So it was with deep emotion she recalled that evening in San Francisco. His simple decision “Bonded him to me forever because I knew what mattered most to him was me!” she said.5 One simple answer is we are unclear about what is essential. When this happens we become defenceless. On the other hand, when we have strong internal clarity it is almost as if we have a force field protecting us from the non-essentials coming at us from all directions. With Rosa it was her deep moral clarity that gave her unusual courage of conviction. With Stephen it was the clarity of his vision for the evening with his loving daughter. In virtually every instance, clarity about what is essential fuels us with the strength to say no to the non-essentials. Stephen R. Covey, one of the most respected and widely read business thinkers of his generation, was an Essentialist. Not only did he routinely teach Essentialist principles – like “The main thing is to keep the main thing the main thing” – to important leaders and heads of state around the world, he lived them.6 And in this moment of living them with his daughter he made a memory that literally outlasted his lifetime. Seen with some perspective, his decision seems obvious. But many in his shoes would have accepted the friend’s invitation for fear of seeming rude or ungrateful, or passing up a rare opportunity to dine with an old friend. So why is it so hard in the moment to dare to choose what is essential over what is non-essential?

But the launching had been a great success and now that the Space Hotel was safely in orbit, there was a tremendous hustle and bustle to send up the first guests. It was rumored that the President of the United States himself was going to be among the first to stay in the hotel, and of course there was a mad rush by all sorts of other people across the world to book rooms. Several kings and queens had cabled the White House in Washington for reservations, and a Texas millionaire called Orson Cart, who was about to marry a Hollywood starlet called Helen Highwater, was offering one hundred thousand dollars a day for the honeymoon suite. But you cannot send guests to a hotel unless there are lots of people there to look after them, and that explains why there was yet another interesting object orbiting the earth at that moment. This was the large Commuter Capsule containing the entire staff for Space Hotel “U.S.A.” There were managers, assistant managers, desk clerks, waitresses, bellhops, chambermaids, pastry chefs and hall porters. The capsule they were traveling in was manned by the three famous astronauts, Shuckworth, Shanks and Showler, all of them handsome, clever and brave. “In exactly one hour,” said Shuckworth,

The hotel which had had the bad luck to draw Aunt Agatha's custom was the Splendide, and by the time I got there there wasn't a member of the staff who didn't seem to be feeling it deeply. I sympathized with them. I've had experience of Aunt Agatha at hotels before. Of course, the real rough work was all over when I arrived, but I could tell by the way everyone grovelled before her that she had started by having her first room changed because it hadn't a southern exposure and her next because it had a creaking wardrobe and that she had said her say on the subject of the cooking, the waiting, the chambermaiding and everything else, with perfect freedom and candour. She had got the whole gang nicely under control by now. The manager, a whiskered cove who looked like a bandit, simply tied himself into knots whenever she looked at him.

Sometimes your gaze alone scares me. Sometimes I've never seen you before. I no longer know what you're doing here, in this popular seaside resort, in this dull, crowded season, where you are even more alone than in your regional capital. The better to kill you, perhaps, or to drive you away, I don't know. I sometimes manage to feel I've never seen you before. That I don't know you, to the point of horror. That I have no idea why you're here, what you want from me, or what will become of you. Becoming is the only subject we never, ever broach. You must not know what you're doing here either, with this woman who is already old, mad with writing. Maybe this is just normal, maybe it's the same all over; it's nothing, you came simply because you were desperate, as you are every day of your life. And also during certain summers at certain times of day or night when the sun quits the sky and slips into the sea, every evening, always, you cannot help wanting to die. This I know. I see the two of us lost in similar natures. I can sometimes be overwhelmed by tenderness for the kind of people we are. Unstable, they say, a bit nutty. 'People who never go to the movies, or the theater, or parties.' Leftists are like that, you know, they have no clue how to enjoy life. Cannes makes them sick and so do the grand hotels of Morocco. Movies and theaters, it's all the same.

Different peoples have different cultures, beginning with their language. This is bound to become more of a problem as the world economy becomes more universal. The more homogeneous economically the world becomes—in its appetites, at least, if not in its actual economic conditions—the more will local and cultural roots be needed. People need a home—and even the most luxurious 2,000-room hotel is not a “home.” Managing the multinational corporation is therefore largely a problem of integrating political and cultural diversity into managerial unity.

I have since thought a great deal about how people are able to maintain two attitudes in their minds at once. Take the colonel: He had come fresh from a world of machetes, road gangs, and random death and yet was able to have a civilized conversation with a hotel manager over a glass of beer and let himself be talked out of committing another murder. He had a soft side and a hard side and neither was in absolute control of his actions. It would have been dangerous to assume that he was this way or that way at any given point in the day. It was like those Nazi concentration camp guards who could come home from a day manning the gas chambers and be able to play games with their children, put a Bach record on the turntable, and make love to their wives before getting up to kill to more innocents. And this was not the exception—this was the rule. The cousin of brutality is a terrifying normalcy. So I tried never to see these men in terms of black or white. I saw them instead in degrees of soft and hard. It was the soft that I was trying to locate inside them; once I could get my fingers into it, the advantage was mine. If sitting down with abhorrent people and treating them as friends is what it took to get through to that soft place, then I was more than happy to pour the Scotch.

You might get up at noon and work at home in your dressing gown, in a pigsty of a living room. You might check into a different hotel room every day and work on the bed. Your creative process and working habits might look like total chaos to an outsider, but if they work for you, that’s all that matters. And there will be some method in the madness – patterns in your daily activities that are vital to your creativity. These are the things you need to do to keep your imagination alive – whether it’s sitting at a desk by 6am, using the same pen, notebook or make of computer, hitch-hiking across America, putting rotten apples in your desk so that the scent wafts into your nostrils as you work, or sitting in your favourite café with a glass of absinthe.

I have selected the twenty most relevant and have also included a lengthy one from her to a Paul Jellinek. Please familiarize yourself with them prior to my arrival. I suggest you clear your calendar for the rest of the day and week. I look forward to meeting you at the Visitor Center. With your full cooperation, we are hoping to keep Microsoft out of it. Yours, Marcus Strang P.S.: We all love your TEDTalk. I’d love to see the latest on Samantha 2 if time permits. PART FOUR Invaders MONDAY, DECEMBER 20 Police report filed by night manager at the Westin Hotel STATE OF WASHINGTON CIRCUIT COURT KING COUNTY STATE OF WASHINGTON -vs.- Audrey Faith Griffin I, Phil Bradstock, an officer with the Seattle Police Department, having been first duly sworn in, on oath, state that:

HOPKINS’S VISIT TO ENGLAND was supposed to last two weeks; it expanded to over four, most of which he spent with Churchill against a backdrop of mounting suspense with regard to the Lend-Lease Bill, whose passage by Congress was anything but certain. In that time, Hopkins managed to endear himself to nearly everyone he met, including the valets at Claridge’s, who took an extra effort to make him look presentable. “Oh yes,” Hopkins told one valet. “I’ve got to remember I’m in London now—I’ve got to look dignified.” From time to time, the valets would find secret documents tucked into his clothing or discover that he had left his wallet in a pants pocket. A hotel waiter said Hopkins was “very genial—considerate—if I may say so, lovable—quite different from other Ambassadors we’ve had here.

First Churchill and company went to the city’s Grand Hotel. The building had survived the night’s raid unscathed, but prior raids had inflicted considerable damage. “It had a sense of lean to it, as if it needed shoring up in order to stay in business,” wrote Inspector Thompson. Churchill requested a bath. “Yes, sir!” the desk manager said brightly, as if this posed no challenge whatsoever—when, in fact, prior raids had left the hotel with no hot water. “But somehow, somewhere, in but a few minutes,” Thompson said, “an amused procession of guests, clerks, cooks, maids, soldiers, and walking wounded materialized out of some mystery in the back part of the building, and went up the stairs with hot water in all types of containers, including a garden sprinkler, and filled the tub in the Prime Minister’s room.

Minutes after Eve stepped into her office to coordinate her next move, Peabody rushed in. “I’ve got the initial sweeper’s report on the room the Lombards vacated—nothing,” Peabody said hurriedly. “Canvassing cops found the bar—one block east, two south of the hotel. Door was unlocked. Zana’s purse was inside on the floor. I have a team heading there now.” “You’ve been busy,” Eve said. “How did you manage to fit in sex?” “Sex? I don’t know what you’re talking about. I bet you want coffee.” She darted to the AutoChef, then whirled back. “How do you know I had sex? Do you have sex radar?” “Your shirt’s not buttoned right, and you’ve got a fresh hickey on your neck.” “Damn it.” Peabody slapped a hand to the side of her neck. “How bad is it? Why don’t you have a mirror in here?” “Because, let’s see, could it be because it’s an office?

In Dream Street there are many theatrical hotels, and rooming houses, and restaurants, and speaks, including Good Time Charley's Gingham Shoppe, and in the summer time the characters I mention sit on the stoops or lean against the railings along Dream Street, and the gab you hear sometimes sounds very dreamy indeed. In fact, it sometimes sounds very pipe-dreamy. Many actors, male and female, and especially vaudeville actors, live in the hotels and rooming houses, and vaudeville actors, both male and female, are great hands for sitting around dreaming out loud about how they will practically assassinate the public in the Palace if ever they get a chance. Furthermore, in Dream Street are always many hand-bookies and horse players, who sit on the church steps on the cool side of Dream Street in the summer and dream about big killings on the races, and there are also nearly always many fight managers, and sometimes fighters, hanging out in front of the restaurants, picking their teeth and dreaming about winning championships of the world, although up to this time no champion of the world has yet come out of Dream Street. In this street you see burlesque dolls, and hoofers, and guys who write songs, and saxophone players, and newsboys, and newspaper scribes, and taxi drivers, and blind guys, and midgets, and blondes with Pomeranian pooches, or maybe French poodles, and guys with whiskers, and night-club entertainers, and I do not know what all else. And all of these characters are interesting to look at, and some of them are very interesting to talk to, although if you listen to several I know long enough, you may get the idea that they are somewhat daffy, especially the horse players.

In Rochester, New York, I was accused of “sexual deviancy,” so I attended the pretrial hearing in a Vivienne Westwood tartan plaid suit that featured penis-and-balls buttons that blended in so well you would have had to really look hard to see them. No one noticed, and I denied being a “sexual deviant,” but indeed that was exactly what they had on their hands. In this case, I was trying to get a girl out of my hotel room by saying she could only stay if she made it with the other girl I’d let in, who just happened to be younger and better-looking. When she wouldn’t, and why not I don’t know, I told her to leave and ended up throwing her out of the room, which was a mistake. I should have called the road manager. Later I would have a security guard, but back then I was on my own. The girl’s case was thrown out, but the fact is, I should have known better.

It was the first time that I had ever been in a town where the working class was in the saddle. Practically every building of any size had been seized by the workers and was draped with red flags and with the red and black flag of the Anarchists; every wall was scrawled with the hammer and sickle and with the initials of the revolutionary parties; almost every church had been gutted and its images burnt. Churches here and there were being systematically demolished by gangs of workmen. Every shop and cafe had an inscription saying that it had been collectivized; even the bootblacks had been collectivized and their boxes painted red and black. Waiters and shop-walkers looked you in the face and treated you as an equal. Servile and even ceremonial forms of speech had temporarily disappeared. Nobody said 'Señor' or 'Don' or even 'Usted'; everyone called everyone else 'Comrade' or 'Thou', and said 'Salud!' instead of 'Buenos días'. Tipping had been forbidden by law since the time of Primo de Rivera; almost my first experience was receiving a lecture from a hotel manager for trying to tip a lift-boy. There were no private motor-cars, they had all been commandeered, and the trams and taxis and much of the other transport were painted red and black. The revolutionary posters were everywhere, flaming from the walls in clean reds and blues that made the few remaining advertisements look like daubs of mud. Down the Ramblas, the wide central artery of the town where crowds of people streamed constantly to and from, the loud-speakers were bellowing revolutionary songs all day and far into the night. And it was the aspect of the crowds that was the queerest thing of all. In outward appearance it was a town in which the wealthy classes had practically ceased to exist. Except for a small number of women and foreigners there were no 'well-dressed' people at all. Practically everyone wore rough working-class clothes, or blue overalls or some variant of militia uniform. All this was queer and moving. There was much in this that I did not understand, in some ways I did not even like it, but I recognized it immediately as a state of affairs worth fighting for...so far as one could judge the people were contented and hopeful. There was no unemployment, and the price of living was still extremely low; you saw very few conspicuously destitute people, and no beggars except the gypsies. Above all, there was a belief in the revolution and the future, a feeling of having suddenly emerged into an era of equality and freedom. Human beings were trying to behave as human beings and not as cogs in the capitalist machine.

To anyone who had been there since the beginning it probably seemed even in December or January that the revolutionary period was ending; but when one came straight from England the aspect of Barcelona was something startling and overwhelming. It was the first time that I had ever been in a town where the working class was in the saddle. Practically every building of any size had been seized by the workers and was draped with red flags or with the red and black flag of the Anarchists; every wall was scrawled with the hammer and sickle and with the initials of the revolutionary parties; almost every church had been gutted and its images burnt. Churches here and there were being systematically demolished by gangs of workman. Every shop and cafe had an inscription saying that it had been collectivised; even the bootblacks had been collectivized and their boxes painted red and black. Waiters and shop-walkers looked you in the face and treated you as an equal. Servile and even ceremonial forms of speech had temporarily disappeared. Nobody said 'Sen~or' or 'Don' ort even 'Usted'; everyone called everyone else 'Comrade' or 'Thou', and said 'Salud!' instead of 'Buenos dias'. Tipping had been forbidden by law since the time of Primo de Rivera; almost my first experience was receiving a lecture from a hotel manager for trying to tip a lift-boy. There were no private motor-cars, they had all been commandeered, and the trams and taxis and much of the other transport were painted red and black. The revolutionary posters were everywhere, flaming from the walls in clean reds and blues that made the few remaining advertisements look like daubs of mud. Down the Ramblas, the wide central artery of the town where crowds of people streamed constantly to and fro, the loud-speakers were bellowing revolutionary songs all day and far into the night. And it was the aspect of the crowds that was the queerest thing of all. In outward appearance it was a town in which the wealthy classes had practically ceased to exist. Except for a small number of women and foreigners there were no 'well-dressed' people at all. Practically everyone wore rough working-class clothes, or blue overalls or some variant of militia uniform. All this was queer and moving. There was much in this that I did not understand, in some ways I did not not even like it, but I recognized it immediately as a state of affairs worth fighting for. Also, I believed that things were as they appeared, that this was really a workers' State and that the entire bourgeoisie had either fled, been killed or voluntarily come over to the workers' side; I did not realise that great numbers of well-to-do bourgeois were simply lying low and disguising themselves as proletarians for the time being.

THE STORY GOES THAT I sucked too avidly at my mother’s breast, and caused an abscess to bloom in the tender flesh of her left nipple. My grandmother, less kind in those days than afterward, disapproved strongly when at seventeen my mother had married, and managed to instill her daughter with a powerful sense of ill-equipment for the task of mothering me; the failure of her breast to bear up to the ardor of my infant lips filled my mother with shame. She didn’t go to the doctor as quickly as she ought to have. By the time my father found her, collapsed across the keys of the hotel’s piano, and got her into the county hospital, a staph infection had already taken hold of her blood. She died on February 18, 1951, five weeks after giving birth, and thus, naturally, I’ve no memory of her. I can, however, manage to recall a few things about my father, George Tripp, called Little George to distinguish him from my paternal grandfather, his namesake, from whom I’m supposed to

This is related to the phenomenon of the Professional Smile, a national pandemic in the service industry; and noplace in my experience have I been on the receiving end of as many Professional Smiles as I am on the Nadir, maître d’s, Chief Stewards, Hotel Managers’ minions, Cruise Director—their P.S.’s all come on like switches at my approach. But also back on land at banks, restaurants, airline ticket counters, on and on. You know this smile—the strenuous contraction of circumoral fascia w/ incomplete zygomatic involvement—the smile that doesn’t quite reach the smiler’s eyes and that signifies nothing more than a calculated attempt to advance the smiler’s own interests by pretending to like the smilee. Why do employers and supervisors force professional service people to broadcast the Professional Smile? Am I the only consumer in whom high doses of such a smile produce despair? Am I the only person who’s sure that the growing number of cases in which totally average-looking people suddenly open up with automatic weapons in shopping malls and insurance offices and medical complexes and McDonald’ses is somehow causally related to the fact that these venues are well-known dissemination-loci of the Professional Smile? Who do they think is fooled by the Professional Smile? And yet the Professional Smile’s absence now also causes despair. Anybody who’s ever bought a pack of gum in a Manhattan cigar store or asked for something to be stamped FRAGILE at a Chicago post office or tried to obtain a glass of water from a South Boston waitress knows well the soul-crushing effect of a service worker’s scowl, i.e. the humiliation and resentment of being denied the Professional Smile. And the Professional Smile has by now skewed even my resentment at the dreaded Professional Scowl: I walk away from the Manhattan tobacconist resenting not the counterman’s character or absence of goodwill but his lack of professionalism in denying me the Smile. What a fucking mess.

That day, he had been ordered to assume supreme command of the Russian Army in the Far East. This incident had a special sequel fifteen years later, when at a certain point of my father’s flight from Bolshevik-held St. Petersburg to southern Russia he was accosted while crossing a bridge, by an old man who looked like a gray-bearded peasant in his sheepskin coat. He asked my father for a light. The next moment each recognized the other. I hope old Kuropatkin, in his rustic disguise, managed to evade Soviet imprisonment, but that is not the point. What pleases me is the evolution of the match theme: those magic ones he had shown me had been trifled with and mislaid, and his armies had also vanished, and everything had fallen through, like my toy trains that, in the winter of 1904–05, in Wiesbaden, I tried to run over the frozen puddles in the grounds of the Hotel Oranien. The following of such thematic designs through one’s life should be, I think, the true purpose of autobiography.

And in many other cities which for him were all identical - hotel, taxi. a hall in a cafe or club. These cities, these regular rows of blurry lamps marching past and suddenly advancing and encircling a stone horse in a square, were as much a habitual and unnecessary integument as the wooden pieces and the black and white board, and he accepted this external life as something inevitable but completely uninteresting. Similarly, in his way of dressing and in the manner of his everyday life, he was prompted by extremely dim motives, stopping to think about nothing, rarely changing his linens, automatically winding his watch at night, shaving with the same safety blade until it ceased to cut altogether, and feeding haphazardly and plainly. From some kind of melancholy inertia he continued to order at dinner the same mineral water, which effervesced slightly in the sinuses and evoked a tickling sensation in the corner of his eyes, like tears for the vanished Valentinov. Only rarely did he notice his own existence, when for example lack of breath - the revenge of a heavy body - forced him to halt with open mouth on a staircase, or when he had a toothache, or when at a late hour during his chess cogitations an outstretched hand shaking a matchbox failed to evoke in it the rattle of matches, and the cigarette that seemed to have been thrust unnoticed into his mouth by someone else suddenly grew and asserted itself, solid, soulless, and static, and his whole life became concentrated in the single desire to smoke, although goodness knows how many cigarettes had already been unconsciously consumed, In general, life around him was so opaque and demanded so little effort of him that it sometimes seemed someone - a mysterious, invisible manager - continued to take him from tournament to tournament; but occasionally there were odd moments, such quietness all around, and when you looked out into the corridor - shoes, shoes, shoes, standing at all the door, and in your ears the roar of loneliness.

I know, from the results, that this was so. More acquaintances wrote touching letters, saying how much they longed for air that was pure, how much they envied me mine, and how wretched it was to be so utterly broke that they couldn’t manage St. Moritz that year. And since, as I have already indicated, I am not able to say No when taken suddenly, nor, I find, if appeals are made to my goodnature—it is so flattering to be supposed goodnatured!—I wrote back in each case and said, Do come. Besides, I did feel that to have that roomy châlet, and all its bathrooms, in such persistently crystalline weather only for me and Coco, while people in London were being swamped by rain or strangled by fogs, was in the nature of a disgrace. Accordingly my house was never empty. On the contrary, since few went and many came, it ended by being full to overflowing, and, except that there were no bills at the end, very like an hotel. A popular resort, in fact. If I had been in Baedeker, I daresay I would have got three stars. Three stars, though, or that which they represent, are expensive, and presently I found that I was growing poor. I had started off on my career as hostess—a career

decided to move to London while the house was being emptied. At first I stayed in a hotel – the Inn On The Park, the location for the famous story about me ringing the Rocket office and demanding they do something about the wind outside that was keeping me awake. This is obviously the ideal moment to state once and for all that this story is a complete urban myth, that I was never crazy enough to ask my record company to do something about the weather; that I was simply disturbed by the wind and wanted to change rooms to somewhere quieter. Unfortunately, I can’t tell you that, because the story is completely true. I absolutely was crazy and deluded enough to ring the international manager of Rocket, Robert Key, and ask him to do something about the wind outside my hotel room. I certainly didn’t want to change rooms. It was 11 a.m., I’d been up all night and there were drugs everywhere: the last thing I needed was the hotel staff bustling in to help me move to a different floor. I angrily outlined the situation to Robert. To his lasting credit, he gave my request very short shrift. On the other end of the phone, I heard the muffled sound of Robert, with his hand over the receiver, telling the rest of the office, ‘Oh God, she’s finally lost it.’ Then he spoke to me again. ‘Elton, are you fucking insane? Now get off the phone and go back to bed.

That same day we drove to Seville to celebrate. I asked someone for the name of the smartest hotel in Seville. Alfonso XIII, came the reply. It is where the King of Spain always stays. We found the hotel and wandered in. It was amazing. Shara was a little embarrassed as I was dressed in shorts and an old holey jersey, but I sought out a friendly-looking receptionist and told her our story. “Could you help us out? I have hardly any money.” She looked us up and down, paused--then smiled. “Just don’t tell my manager,” she whispered. So we stayed in a $1,000-a-night room for $100 and celebrated--like the King of Spain. The next morning we went on a hunt for a ring. I asked the concierge in my best university Spanish where I would find a good (aka well-priced) jeweler. He looked a little surprised. I tried speaking slower. Eventually I realized that I had actually been asking him where I might find a good mustache shop. I apologized that my Spanish was a little rusty. Shara rolled her eyes again, smiling. When we eventually found a small local jeweler, I had to do some nifty subcounter mathematics, swiftly converting Spanish pesetas into British pounds, to work out whether or not I could afford each ring Shara tried on. We eventually settled on one that was simple, beautiful--and affordable. Just. Love doesn’t require expensive jewelry. And Shara has always been able to make the simple look exquisite. Luckily.

One of our best dates was actually a weekend when we went to the wedding of a friend from the Teams. The couple married in Wimberley, Texas, a small town maybe forty miles south of Austin and a few hours’ drive from where we lived. We were having such a pleasant day, we didn’t want it to end. “It doesn’t have to end,” suggested Chris as we headed for the car. “The kids are at my parents’ for the weekend. Where do you want to go?” We googled for hotels and found a place in San Antonio, a little farther south. Located around the corner from the Alamo, the hotel seemed tailor-made for Chris. There was history in every floorboard. He loved the authentic Texan and Old West touches, from the lobby to the rooms. He read every framed article on the walls and admired each artifact. We walked through halls where famous lawmen-and maybe an outlaw or two-had trod a hundred years before. In the evening, we relaxed with coffee out on the balcony of our room-something we’d never managed to do when we actually owned one. It was one of those perfect days you dream of, completely unplanned. I have a great picture of Chris sitting out there in his cowboy boots, feet propped up, a big smile on his face. It’s still one of my favorites. People ask about Chris’s love of the Old West. It was something he was born with, really. It had to be in his genes. He grew up watching old westerns with his family, and for a time became a bronco-bustin’ cowboy and ranch hand. More than that, I think the clear sense of right and wrong, of frontier justice and strong values, appealed to him.

There’s no efficient way to kill yourself with a dressmaker’s pin (I wouldn’t call contracting gangrene an efficient way to kill yourself) – I puzzled over it for a long time, seeing as they’d left the pins there, but it’s just not possible. Useful for picking locks though. I so loved the burglary lessons we got when we were training. Didn’t so much enjoy the bleak aftermath of my unsuccessful attempt to put them to use – very good at picking locks but not so good at getting out of the building. Our prison cells are only hotel bedrooms, but we are guarded like royalty. And also, there are dogs. After that episode with the pins, they had a good go at making sure I wouldn’t be able to walk if I did manage to get out – don’t know where you pick up the skills for disabling a person without actually breaking her legs, Nazi School of Assault and Battery? Like everything else it wasn’t permanent damage, nothing left this week but the bruises, and they check me carefully now for stray bits of metal. I got caught yesterday trying to hide a pen nib in my hair (I didn’t have a plan for it, but you never know). Oh – often I forget I am not writing this for myself, and then it’s too late to scratch it out. The evil Engel always snatches everything away from me and raises an alarm if she sees me trying to retract anything. Yesterday I tried ripping off the bottom of the page and eating it, but she got to it first. (It was when I realised I had thoughtlessly mentioned the factory at Swinley. It is refreshing sometimes to fight with her. She has the advantage of freedom, but I am a lot more imaginative. Also I am willing to use my teeth which she is squeamish about.) Where was I? Hauptsturmführer von Linden has taken away everything I wrote yesterday. It is your own fault, you cold and soulless Jerry bastard, if I repeat myself.

In the very midst of this panic came the news that the steamer Central America, formerly the George Law, with six hundred passengers and about sixteen hundred thousand dollars of treasure, coming from Aspinwall, had foundered at sea, off the coast of Georgia, and that about sixty of the passengers had been providentially picked up by a Swedish bark, and brought into Savannah. The absolute loss of this treasure went to swell the confusion and panic of the day. A few days after, I was standing in the vestibule of the Metropolitan Hotel, and heard the captain of the Swedish bark tell his singular story of the rescue of these passengers. He was a short, sailor-like-looking man, with a strong German or Swedish accent. He said that he was sailing from some port in Honduras for Sweden, running down the Gulf Stream off Savannah. The weather had been heavy for some days, and, about nightfall, as he paced his deck, he observed a man-of-war hawk circle about his vessel, gradually lowering, until the bird was as it were aiming at him. He jerked out a belaying pin, struck at the bird, missed it, when the hawk again rose high in the air, and a second time began to descend, contract his circle, and make at him again. The second time he hit the bird, and struck it to the deck. . . . This strange fact made him uneasy, and he thought it betokened danger; he went to the binnacle, saw the course he was steering, and without any particular reason he ordered the steersman to alter the course one point to the east. After this it became quite dark, and he continued to promenade the deck, and had settled into a drowsy state, when as in a dream he thought he heard voices all round his ship. Waking up, he ran to the side of the ship, saw something struggling in the water, and heard clearly cries for help. Instantly heaving his ship to, and lowering all his boats, he managed to pick up sixty or more persons who were floating about on skylights, doors, spare, and whatever fragments remained of the Central America. Had he not changed the course of his vessel by reason of the mysterious conduct of that man-of-war hawk, not a soul would probably have survived the night.

No Big Deal or the End of the World? Here’s something that should be obvious: People don’t like to have their grievances downplayed or dismissed. When that happens, even the smallest irritation can turn into an obsessive crusade. Imagine you’re staying at a hotel, and the air-conditioning isn’t working right. You call the front desk to mention it, and they say, oh yeah, they know about that, and someone is going to come fix that next week (after you’ve left). In the meantime, could you just open a window (down to that noisy, busy street)? Not a word of apology, no tone of contrition. Now what was a mild annoyance—that it’s 74F degrees when you like to sleep at 69F—is suddenly the end of the world! You swell with righteous fury, swear you’ll write a letter to management, and savage the hotel in your online review. Jean-Louis Gassée, who used to run Apple France, describes this situation as the choice between two tokens. When you deal with people who have trouble, you can either choose to take the token that says “It’s no big deal” or the token that says “It’s the end of the world.” Whichever token you pick, they’ll take the other. The hotel staff in the example above clearly took the “It’s no big deal” token and as a result forced you to take the “It’s the end of the world” token. But they could just as well have made the opposite choice. Imagine the staff answering something like this: “We’re so sorry. That’s clearly unacceptable! I can completely understand how it must be almost impossible to sleep when it’s so hot in your room. If I can’t fix this problem for you tonight, would you like me to refund your stay and help you find a different hotel room nearby? In any case, while we’re figuring out the solution, allow me to send up a bottle of ice water and some ice cream. We’re terribly sorry for this ordeal and we’ll do everything to make it right.” With an answer like that, you’re almost forced to pick the “It’s no big deal” token. Yeah, sure, some water and ice cream would be great! Everyone wants to be heard and respected. It usually doesn’t cost much to do, either. And it doesn’t really matter all that much whether you ultimately think you’re right and they’re wrong. Arguing with heated feelings will just increase the burn. Keep that in mind the next time you take a token. Which one are you leaving for the customer?

They heard Hugo ask if the plan for the hors d'oeuvres was still in operation, and they heard Colette ask about plucking the feathers off crows, and they heard Kevin complain that he didn't know whether to hold the birdpaper in his right hand or his left hand, and they heard Mr. Lesko insult Mrs. Morrow, and the bearded man sing a song to the woman with the crow-shaped hat, and they heard a man call for Bruce and a woman call for her mother and dozens of people whisper to and shout at, argue with and agree upon, angrily accuse and meekly defend, furiously compliment and kindly insult dozens of other people, both inside and outside the Hotel Denouement, whose names the Baudelaires recognized, forgot, and had never heard before. Each story had its story, and each story's story was unfathomable in the Baudelaire orphans' short journey, and many of the stories' stories are unfathomable to me, even after all these lonely years and all this lonely research. Perhaps some of these stories are clearer to you, because you have spied upon the people involved. Perhaps Mrs. Bass has changed her name and lives near you, or perhaps Mr. Remora's name is the same, and he lives far away. Perhaps Nero now works as a grocery store clerk, or Geraldine Julienne now teaches arts and crafts. Perhaps Charles and Sir are no longer partners, and you have had the occasion to study one of them as he sat across from you on a bus, or perhaps Hugo, Colette, and Kevin are still comrades, and you have followed these unfathomable people after noticing that one of them used both hands equally. Perhaps Mr. Lesko is now your neighbor, or Mrs. Morrow is now your sister, or your mother, or your aunt or wife or even your husband. Perhaps the noise you hear outside your door is a bearded man trying to climb into your window, or perhaps it is a woman in a crow-shaped hat hailing a taxi. Perhaps you have spotted the managers of the Hotel Denouement, or the judges of the High Court, or the waiters of Cafe Salmonella or the Anxious Clown, or perhaps you have met an expert on injustice or become one yourself. Perhaps the people in your unfathomable life, and their unfathomable stories, are clear to you as you make your way in the world, but when the elevator stopped for the last time, and the doors slid open to reveal the tilted roof of the Hotel Denouement, the Baudelaires felt as if they were balancing very delicately on a mysterious and perplexing heap of unfathomable mysteries.

Indian Express (Indian Express) - Clip This Article at Location 721 | Added on Sunday, 30 November 2014 20:28:42 Fifth column: Hope and audacity Ministers, high officials, clerks and peons now report for duty on time and are no longer to be seen taking long lunch breaks to soak in winter sunshine in Delhi’s parks. Reform is needed not just in economic matters but in every area of governance. Does the Prime Minister know how hard it is to get a passport? Tavleen Singh | 807 words At the end of six months of the Modi sarkar are we seeing signs that it is confusing efficiency with reform? I ask the question because so far there is no sign of real reform in any area of governance. And, because some of Narendra Modi’s most ardent supporters are now beginning to get worried. Last week I met a man who dedicated a whole year to helping Modi become Prime Minister and he seemed despondent. When I asked how he thought the government was doing, he said he would answer in the words of the management guru Peter Drucker, “There is nothing quite so useless as doing with great efficiency something that should not be done at all.” We can certainly not fault this government on efficiency. Ministers, high officials, clerks and peons now report for duty on time and are no longer to be seen taking long lunch breaks to soak in winter sunshine in Delhi’s parks. The Prime Minister’s Office hums with more noise and activity than we have seen in a decade but, despite this, there are no signs of the policy changes that are vital if we are to see real reform. The Planning Commission has been abolished but there are many, many other leftovers from socialist times that must go. Do we need a Ministry of Information & Broadcasting in an age when the Internet has made propaganda futile? Do we need a meddlesome University Grants Commission? Do we need the government to continue wasting our money on a hopeless airline and badly run hotels? We do not. What we do need is for the government to make policies that will convince investors that India is a safe bet once more. We do not need a new government that simply implements more efficiently bad policies that it inherited from the last government. It was because of those policies that investors fled and the economy stopped growing. Unless this changes through better policies, the jobs that the Prime Minister promises young people at election rallies will not come. So far signals are so mixed that investors continue to shy away. The Finance Minister promises to end tax terrorism but in the next breath orders tax inspectors to go forth in search of black money. Vodafone has been given temporary relief by the courts but the retroactive tax remains valid. And, although we hear that the government has grandiose plans to improve the decrepit transport systems, power stations and ports it inherited, it continues to refuse to pay those who have to build them. The infrastructure industry is owed more than Rs 1.5 lakh continued... crore in government dues and this has crippled major companies. No amount of efficiency in announcing new projects will make a difference unless old dues are cleared. Reform is needed not just in economic matters but in every area of governance. Does the Prime Minister know how hard it is to get a passport? Does he know that a police check is required even if you just want to get a few pages added to your passport? Does he know how hard it is to do routine things like registering property? Does he know that no amount of efficiency will improve healthcare services that are broken? No amount of efficiency will improve educational services that have long been in terminal decline because of bad policies and interfering officials. At the same time, the licence raj that strangles private investment in schools and colleges remains in place. Modi’s popularity with ordinary people has increased since he became Prime Minister, as we saw from his rallies in Kashmir last week, but it will not la

Consider the case of SeaTac, a suburb of Seattle that increased its minimum wage for certain service industry employees to fifteen dollars per hour starting January 1, 2014. The Seattle Times reported in February 2014: “At the Clarion Hotel off International Boulevard, a sit-down restaurant has been shuttered, though it might be replaced by a less-labor-intensive café. . . . Other businesses have adjusted in ways that run the gamut from putting more work in the hands of managers, to instituting a small ‘living-wage surcharge’ for a daily parking space near the airport.” Some businesses in SeaTac have cut benefits to their employees. When asked whether they appreciated the increase in the minimum wage, a hotel employee replied, “I lost my 401k, health insurance, paid holiday and vacation.” The hotel reportedly offered meals to its employees. Now the employees must bring their own food. The hotel has also cut overtime and the opportunity to earn overtime pay. A part-time waitress stated, “I’ve got $15 an hour, but all my tips are now much less.”41

A pair of waiters brought a feast to the hotel room and arranged it in the sitting area. They unfolded the hot cart into a table, draped it in white linen, and brought out silver-domed plates. By the time the wine was poured and all the dishes were uncovered, I was trembling with hunger. Luke, however, became fractious after I changed his diaper, and he howled every time I tried to set him down. Holding him against one shoulder, I contemplated the steaming grilled steak in front of me and wondered how I was going to manage with only one hand. “Let me,” Jack murmured, and came to my side of the table. He cut the steak into small, neat bites with such adroitness that I gave him a look of mock-alarm. “You certainly know how to handle a knife.” “I hunt whenever I get the chance.” Finishing the task, Jack set down the utensils and tucked a napkin into the neckline of my shirt. His knuckles brushed my skin, eliciting a shiver. “I can field-dress a deer in fifteen minutes,” he told me. “That’s impressive. Disgusting, but impressive.” He gave me an unrepentant grin as he returned to his side of the table. “If it makes you feel better, I eat anything I catch or kill.” “Thanks, but that doesn’t make me feel better in the least. Oh, I’m aware that meat doesn’t magically appear all nicely packaged in foam and cellophane at the grocery store. But I have to stay several steps removed from the process. I don’t think I could eat meat if I had to hunt the animal and . . .” “Skin and gut it?” “Yes. Let’s not talk about that right now.” I took a bite of the steak. Either it was the long period of deprivation, or the quality of the beef, or the skill of the chef . . . but that succulent, lightly smoked, melting-hot steak was the best thing I had ever tasted. I closed my eyes for a moment, my tonsils quivering. He laughed quietly at my expression. “Admit it, Ella. It’s not so bad being a carnivore.” I reached for a chunk of bread and dabbed it in soft yellow butter. “I’m not a carnivore, I’m an opportunistic omnivore.” -Jack & Ella

Most commonly, hotel and airport networks restrict communication between machines on the local network, so even with the IP of the guest machine, you are unable to communicate.

was speaking to hospitality associates at the Four Seasons Hotel in Miami, Florida, when one very young, very skinny, and very brave associate stood up. He said, “I didn’t have a father, so I don’t know how to properly button my jacket. Do I leave the last button open? When I need help with things like this, I don’t know where to look for answers.” After that tug at my heart, I wrote this career reference book specifically directed at hospitality associates globally. Hospitality Management: People Skills and Manners On and Off the Job covers just about every area of the hospitality associate’s professional and personal life.

I couldn't identify exactly what I was so angry about other than the fact that Carson had managed to tilt my world on its axis–again. I should have bolted out of that hotel like a bat out of hell the second I laid eyes on him, standing there in all his muscled, male beauty. He was the devil. A sometimes sweet, funny devil, true. But wasn't that just like Lucifer himself? That's how he lured you in, ready to give up your very soul for one taste of those sinful lips, flashing that damn dimple for extra measure.

THE ROAR of the death blast on the Avenue of the Americas cannot be heard in faraway Johannesburg. With eight weeks to go to the opening game in Soccer City, Sepp Blatter and his South African capos have enough problems. Outraged by price gouging, fans are staying home. In the townships citizens protest every day; ‘Service riots’ send messages to politicians that public money should be spent on homes, water, sewage plants and jobs, not stadiums that will become white elephants. Why should they listen? They have the police beat back the protestors. The World Cup is good news for Danny Jordaan, leader of the bid and now chief executive for the tournament. Quietly, his brother Andrew has been given a well-paid job as Hospitality liaison with MATCH Event Services at the Port Elizabeth stadium. A stakeholder in the MATCH company is Sepp Blatter’s nephew Philippe Blatter. The majority owners are Mexican brothers Jaime and Enrique Byrom, based in Manchester, England, Zurich, Switzerland and with some of their bank accounts in Spain and the Isle of Man. The Brothers are not happy. Sepp Blatter awarded them the lucrative 2010 hospitality contract aimed at wealthy football patrons, mostly from abroad. If that wasn’t enough, Blatter also gave them the contract to manage and distribute the three million tickets. The brothers are charging top rates for hotels and internal flights and expected to make huge profits. Instead, they are on their way to losing $50 million. They plan to recoup these losses in Brazil in four years time.

Any successful hospitality operation—be it a hotel or restaurant, chain or independent, low-cost provider or luxury establishment—requires an effectively performing individual operation. You have to attract the right customers, have the service product, set the right price for your product, and provide the right level of service—all the while managing your employees the right way to achieve your goals. This requires a combination of knowledge from a variety of disciplines, and thus this section includes contributions from our faculty in human resources, management, marketing, operations, and strategy.

The radical fragmentation of academic disciplines, with the concomitant development of the rebarbative and arcane language which specialization brings in its wake, has served to render higher education not a context for developing independent thinking but for fostering a trivialization of values, where PhDs on hotel management and on body piercing at the Jersey shore have as much legitimacy as those dealing with what would once have been considered the great questions of life: eternal salvation or class struggle or world poverty or nuclear war.

as calm and fresh at 12:42 as she had upon arrival, stood next to Hughes, deep in what appeared to be whispered conversation with another man. Their faces were turned from the camera, making lip-reading impossible. "I don't know if she's bored and walks away to make a point," PC Gulls said. "Or if she and Hughes agreed ahead of time to part at a certain hour. There's no evidence, in the footage leading up to this, of anything amiss between them. Even after Thora Hughes's confrontation, Ms. Freemont seems perfectly serene. But look, off she goes, while Hughes keeps right on talking to Leo Makepeace, the hotel manager. And watch this. Hotel cameras follow her to the fifth floor. She goes to her room, engages the security devices, and doesn't emerge until the next day. Another elimination." "Unless there's a conspiracy!" someone called. "Well. Of course." PC Gulls grinned as if nothing thrilled her more than wide-ranging

Have you long been dreaming of a flying career in the hotel industry? The excellent, well-structured course programs.

There are many lists of hotel management colleges in Bhubaneswar that offer dynamic courses in hotel management.

Horst Schulze, cofounder and past president of The Ritz-Carlton Hotel Company, shares the origin of the Motto: “I started in the hotel business when I was 14 years old as a busboy. When my mother took me to the hotel to work for the first time, she said, ’We could never go to this hotel. This is only for important people. For important, fine people. So you’re lucky. Behave yourself. Wash your hands.’ She was a typical mother. I went to the hotel and the general manager talked to my mother and me for 15 minutes and told us we could never be like the guests who came to his hotel. ’So don’t ever get jealous. This is for Ladies and Gentlemen—very important people.’ “By the time I started working in the restaurant, I knew the guests were very important. But a few months later I realized that the maître d’ I watched every day was just as important because every guest was proud when he talked to them. Why? Because he was a first-class professional. He was somebody special—because of the excellence he created for the guests. So when I went to hotel school about a year and a half later, the teacher asked me to write a story describing what I felt about the business. And I wrote about the maître d’ at my hotel. I titled it, ’Ladies and Gentlemen Serving Ladies and Gentlemen.’ I wrote we could be excellent like he was. . .absolute excellence. When you walked into a room, you knew he was there. In any moment all of us who serve can be Ladies and Gentlemen, just like the guests. I think it’s a powerful thing that shouldn’t be missed by the wonderful people in this industry. They should understand that.

Business, regardless of size or scope, is forever, permanently global, while humans are naturally provincial. So it doesn’t matter where you are or where you came from, get out of there whenever you have the chance. Go live and work somewhere else. If you’re at a big company, seek the international assignments. Your managers will love you for it and you’ll be a much more valuable employee as a result. If working overseas isn’t an option, then travel, and when you are out and about don’t forget to see the world as your customers do. If you’re in retail, walk through a store or two. If you’re in media, pick up a paper or turn on the radio. It’s amazing how often people come back from business trips to foreign lands with insights gleaned solely from their conversation with the taxi driver who took them from the airport to the hotel. If those drivers only knew how much power they have in shaping global business strategy!

Kym Carter is very much knowledgeable about the hotel industry.He changes Gold Coast,Queensland hotels to luxury hotels. This becomes possible only due to his hard work.

January 14: At 1:46 p.m. Marilyn marries Joe DiMaggio. She gives Harry Brand, publicity director at Fox, only one hour’s notice, but one hundred reporters still manage to make it to the lobby and corridor of San Francisco’s Town Hall, where the marriage takes place. Only a few of Joe’s friends and family are present. Marilyn brings no guests to the three-minute ceremony. Photographs show Marilyn wearing a dark brown woolen suit with an ermine collar, holding three orchids in her hand. By the time the ceremony ends, an estimated two hundred photographers and three hundred fans crowd around Joe and Marilyn as the couple jumps into Joe’s night blue Cadillac. The couple spends their wedding night at the Hot Springs Hotel in Paso Robles, California.

A man had to attend a large convention in Chicago. On this particular trip he decided to bring his wife. When they arrived at their hotel and were shown to their room, the man said: "You rest here while I register - I'll be back within an hour."       The wife lies down on the bed... just then; an elevated train passes by very close to the window and shakes the room so hard she's thrown out of the bed. Thinking this must be a freak occurrence, she lies down once more. Again a train shakes the room so violently, she's pitched to the floor.       Exasperated, she calls the front desk, asks for the manager. The manager says he'll be right up. The manager (naturally) is skeptical but the wife insists the story is true. "Look,... lie here on the bed - you'll be thrown right to the floor!"       So he lies down next to the wife... Just then the husband walks in. "What," he says, "are you doing here?"       The manager replies: "Would you believe I'm waiting for a train?

Bizarre and Surprising Insights—Consumer Behavior Insight Organization Suggested Explanation7 Guys literally drool over sports cars. Male college student subjects produce measurably more saliva when presented with images of sports cars or money. Northwestern University Kellogg School of Management Consumer impulses are physiological cousins of hunger. If you buy diapers, you are more likely to also buy beer. A pharmacy chain found this across 90 days of evening shopping across dozens of outlets (urban myth to some, but based on reported results). Osco Drug Daddy needs a beer. Dolls and candy bars. Sixty percent of customers who buy a Barbie doll buy one of three types of candy bars. Walmart Kids come along for errands. Pop-Tarts before a hurricane. Prehurricane, Strawberry Pop-Tart sales increased about sevenfold. Walmart In preparation before an act of nature, people stock up on comfort or nonperishable foods. Staplers reveal hires. The purchase of a stapler often accompanies the purchase of paper, waste baskets, scissors, paper clips, folders, and so on. A large retailer Stapler purchases are often a part of a complete office kit for a new employee. Higher crime, more Uber rides. In San Francisco, the areas with the most prostitution, alcohol, theft, and burglary are most positively correlated with Uber trips. Uber “We hypothesized that crime should be a proxy for nonresidential population.…Uber riders are not causing more crime. Right, guys?” Mac users book more expensive hotels. Orbitz users on an Apple Mac spend up to 30 percent more than Windows users when booking a hotel reservation. Orbitz applies this insight, altering displayed options according to your operating system. Orbitz Macs are often more expensive than Windows computers, so Mac users may on average have greater financial resources. Your inclination to buy varies by time of day. For retail websites, the peak is 8:00 PM; for dating, late at night; for finance, around 1:00 PM; for travel, just after 10:00 AM. This is not the amount of website traffic, but the propensity to buy of those who are already on the website. Survey of websites The impetus to complete certain kinds of transactions is higher during certain times of day. Your e-mail address reveals your level of commitment. Customers who register for a free account with an Earthlink.com e-mail address are almost five times more likely to convert to a paid, premium-level membership than those with a Hotmail.com e-mail address. An online dating website Disclosing permanent or primary e-mail accounts reveals a longer-term intention. Banner ads affect you more than you think. Although you may feel you've learned to ignore them, people who see a merchant's banner ad are 61 percent more likely to subsequently perform a related search, and this drives a 249 percent increase in clicks on the merchant's paid textual ads in the search results. Yahoo! Advertising exerts a subconscious effect. Companies win by not prompting customers to think. Contacting actively engaged customers can backfire—direct mailing financial service customers who have already opened several accounts decreases the chances they will open more accounts (more details in Chapter 7).

See, squire,” he said to the wide-eyed hotel manager, “our boss tells us we don’t want a lot of fuss about this. None of this evacuating the area bollocks you see on telly. We go in, we disarm him nice and quiet, then bob’s your uncle, we’re out of your hair for good. Okay? No problems for us and no bad publicity for the hotel.

Nothing is as important as having managers in place who possess the people skills to support, encourage, lead, inspire and listen to associates. A

First class Manager hire first class leader, second class Manager hire third class manager and third class manager fire first class leader.

I spun around at the door. “Yes?” “Word of advice,” he said. “Gem had nothing to do with this. Not to mention, Alastair contributes generously to the police department every year.” “What’s that supposed to mean?” Wes cracked his knuckles, then winced and shook out his hand. “Alastair Gem is not a man you want to offend.” Chapter 9 “Iexpect you’ll fill me in,” Jimmy said as I climbed back into the car. “Dare I suggest it be over a bucket of chicken?” I swerved into the left lane and put on my blinker for The Chicken Hut, a fried food joint near the station. We crawled through the drive thru line and put in our orders. A king-sized pail for Jimmy, a queen for me. A few minutes later, the tantalizing smell of fried chicken was working its way into the car’s upholstery. Jimmy had shiny fingers by the time we returned to the station parking lot. He mopped his chin with a napkin. “I’m ready to hear the details whenever you’re done with that wing.” I sighed, tossing the wing back into the bucket. I wasn’t all that hungry. It was hard to care much about food when a case consumed me. “My sister brought Wes home last night,” I said. “Like, on a date. Wes Remington—the manager of Rubies—was at my house. Rubies is Alastair Gem’s latest venture.” “No kidding? That’s neat.” “What’s neat?” “Gem is like the Tony Stark of the Twin Cities. His latest restaurant has the best food I’ve ever tasted—it set me back a year into retirement to eat there, though. Now I hear he’s got an Emerald hotel coming soon that’s gonna cost two grand a pop for a night. That man is rich, powerful, and handsome. The rest of us don’t stand a chance.” “I beg to differ,” I said. “Anyone who is that rich, handsome, and powerful has secrets to hide.” Jimmy shrugged. “Probably. Still doesn’t mean I wouldn’t date him, and I’m a happily married straight man.” “As it turns out, Wes doesn’t have an alibi for the night of the murder. He says he was upstairs working, but we don’t have anyone who can confirm it.” “Do you like him for Jane Doe’s murder?” I licked my fingers. “It’s too early to tell. My head says yes. He’s new to town and had easy access to the victim. But I don’t have any clue as to a motive. Why would he grab her specifically?” “We’re looking for a serial killer. Is there any saying why they do what they do?” “Maybe not,” I agreed. “But my gut’s telling me Wes isn’t our guy. He seemed...

There happens to be a coffee bar in the lobby of the hotel. One afternoon while on a business trip in Las Vegas, I went to buy myself a cup of coffee. The barista working that day was a young man named Noah. Noah was funny and engaging. It was because of Noah that I enjoyed buying that cup of coffee more than I generally enjoy buying a cup of coffee. After standing and chatting for a while, I finally asked him, “Do you like your job?” Without skipping a beat Noah immediately replied, “I love my job!” Now, for someone in my line of business, that’s a significant response. He didn’t say, “I like my job,” he said, “I love my job.” That’s a big difference. “Like” is rational. We like the people we work with. We like the challenge. We like the work. But “love,” love is emotional. Love is something harder to quantify. It’s like asking someone “Do you love your spouse,” and they respond, “I like my spouse a lot.” It’s a very different answer. You get my point, love is a higher standard. So when Noah said, “I love my job,” I perked up. From that one response, I knew Noah felt an emotional connection to the Four Seasons that was bigger than the money he made and the job he performs. Immediately, I asked Noah a follow-up question. “Tell me specifically what the Four Seasons is doing that you would say to me that you love your job.” Again without skipping a beat, Noah replied, “Throughout the day, managers will walk past me and ask me how I’m doing, ask me if there is anything I need, anything they can do to help. Not just my manager … any manager. I also work for [another hotel],” he continued. He went on to explain that at his other job the managers walk past and try to catch people doing things wrong. At the other hotel, Noah lamented, “I keep my head below the radar. I just want to get through the day and get my paycheck. Only at the Four Seasons,” Noah said, “do I feel I can be myself.” Noah gives his best when he’s at the Four Seasons. Which is what every leader wants from their people. So it makes sense why so many leaders, even some of the best-intentioned ones, often ask, “How do I get the most out of my people?” This is a flawed question, however. It’s not a question about how to help our people grow stronger, it’s about extracting more output from them. People are not like wet towels to be wrung out. They are not objects from which we can squeeze every last drop of performance. The answers to such a question might yield more output for a time, but it often comes at a cost of our people and to the culture in the longer term. Such an approach will never generate the feelings of love and commitment that Noah has for the Four Seasons. A better question to ask is, “How do I create an environment in which my people can work to their natural best?

Ah, we have middle management already. Behold civilization, Urmagon Beta. Soon you’ll have overpriced coffee stops, seedy love hotels, and monks signing autographs

Then there was a more alarming conversation from two days ago. Dina: We need to talk. Alison: I know. I’m really worried about you. Dina: Did you check on that thing I asked about? Alison: Yes. There is nothing there. Nothing. Are you sure that’s what all this is about? Dina: I don’t know. They never said for sure. But if I don’t find whatever it is they want, they’re going to kill me. I’m really scared. Alison: Me too. I don’t know how to help. Maybe we should tell my mom. Dina: OMG no. No parents! Alison: We might have to call the police. Dina: NO. NO POLICE. Alison: Then what do we do? Dina: IDK. Can you sleep over at my house tomorrow night? After work? We can talk then. Alison: Sure. “What the hell did these kids get into?” Gretchen muttered. “And who is ‘they?’” asked Josie. “There’s no way to know just from these texts,” said Noah. “We need to get out on the street and start talking to more people.” “We need to find Alison Mills,” said Gretchen. “I’ll get back on the search today if you two want to follow up on the hotel leads—in particular their coworkers and boss, who, according to these text messages, is this Max person Dina was into.” Josie plopped into her chair. She pulled up the internet browser on her computer and went to the Eudora Hotel’s website. Within seconds, she found the name of the catering and events manager. “Max Combs.

The group managed to squeeze into a single taxi. Soon they were whisked through a beautiful residential area of pink and white villas, then out onto a wide boulevard lined by palms, in clear view of the sea. “Pretty nice place,” Chet remarked. “Let’s have some fun while we’re here and not get mixed up with a bunch of crooks.” The others smiled. When they reached the hotel, the boys went at once to Mr. Hardy’s room for a conference.

I want to apply for the general-manager position at the new Hotel Nantucket.” “You must have heard about the salary,” Eddie says. “No. I haven’t even thought about the salary.” “It’s a hundred and twenty-five thousand a year,” Eddie says. “Plus full benefits.” Lizbet pulls back a few inches. Her mind lands fancifully on a trip to the dentist when she wouldn’t have to worry when Janice, the hygienist, tells her it’s time for a full set of X-rays. “Wow.

The bureaucracy of a big company like Citi often led to bad policies. Such a large firm is basically forced to make decisions for a whole organization that don’t necessarily apply well to the individual business units. Is it better, one wonders, to have uniformity of authority in decision making at the expense of flexibility? It was a demonstration of the challenges of size, the difficulty of managing a large business with hundreds of disparate units. In the mid-2000s, for example, the firm developed new rules for air travel, insisting that employees reach their destinations on the cheapest fares available, even if that meant multiple connections to get to smaller cities. Saving money was not a bad inclination in an industry notorious for profligacy, but there was no flexibility in the rule, and so my assistant, Angela Murray, was engaged in frequent battles to make sure I could arrive at out-of-town meetings on time. If I had a ten o’clock morning meeting in Omaha to discuss a deal with a potential $6 million fee, Citi still insisted on saving a few hundred bucks by booking me on a flight that arrived in the afternoon, which meant I would miss the meeting unless I traveled the day before. And because those cheaper flights often required an overnight stay, more work hours were wasted as well as any potential savings, since the firm would have to pay for a hotel and meals. I knew for a fact that the policy was revenue-negative.

Richard found a job at the Holiday Inn, keeping the place clean, carrying luggage, and doing light maintenance work. The money wasn’t bad and there were lots of women for him to look at. He had become acutely aware of women and sex; he would masturbate frequently as he imagined different scenarios—most involving bondage—with the attractive women he saw around the hotel. His first problems at the Holiday Inn occurred when he was in the hotel elevator with two girls in their teens. He smiled at one of them and told her he thought she was pretty. She said thank you and promptly told her parents Richard had made a pass. Her parents complained to the assistant manager, who told the manager, who promptly summoned Richard to the office. Richard was told he was not to flirt with the guests’ daughters and was warned that if another such incident happened he’d be fired. He promised it wouldn’t. The manager made him apologize to the girls’ parents and the incident was forgotten. After being employed at the Holiday Inn for three months, Richard was given a master key to the hotel’s rooms. He says he got it from his friend, who had worked at the hotel but had been fired for being late and not showing up. By now Richard was 5′10″ with taut, sinewy muscles. He was very well coordinated, the fastest runner in his class. He was still enrolled in Jefferson High, but for the most part he didn’t attend classes. From the very first, Richard had gone back to the hotel at night to look in the windows. The hotel had curtains of stiff fabric, and there was frequently an inch or two where someone could look in. The unsuspecting guests had no idea he was there, spying on them, fantasizing about them. He began testing himself, becoming bolder and entering the rooms with his pass key while the guests were sleeping. That’s when the most valuables were there, he realized.

Unequal support with respect to items such as equipment managers, trainers, massage therapists, meals, hotel accommodations, and transportation; • The commitment of funds to pay for 14-year-old boys and not girls to live and train in Bradenton, Florida, while attending a private soccer academy; • The commitment of $10 million to build soccer stadiums for a for-profit professional league for men, Major League Soccer (“MLS”); • The commitment to loan or give millions to assist in the start-up of MLS. Correspondingly, when repeatedly asked by the Women’s United Soccer Association (“WUSA”) for start-up funding to help relaunch a league, US Soccer has repeatedly claimed “it is not in the business of building leagues”;

To Frau Anna Kringelein, 4 Station Road, Fredersdorf, Saxony, Kringelein wrote next, and he wrote the A with a large and rounded flourish. Dear Anna, I have to tell you that Professor Salzmann’s examination did not have a favorable outcome. I am to go direct from here to a sanatorium, costs to be borne by the sick fund, for which there are a few formalities still to be seen to. For the moment, am putting up very reasonably here at the recommendation of General Manager Preysing. Sending further news in the course of a day or two, as I must be X-rayed again before anything definite can be said. Yours, Otto

Role of Arrogance Arrogance has its purpose, but first you gotta learn how to use it, so that it's a force for good, rather than a primeval tendency of self-aggrandizing. Let me tell you a story. I was traveling to deliver a talk. The driver friend picked me up at the airport and dropped me at a fancy hotel booked by the organizers. At the reception before me there was an elderly couple. From what I gathered, their daughter had booked a room for them, but they were having a little difficulty communicating it. I could sense that the hotel people at the desk didn't take them seriously to begin with, probably because they weren't dressed fancy. I kept quiet. Finally the elderly man and woman gave up. They lowered their heads in disappointment and turned around to walk out without checking in. And just as their backs were turned, I heard one of the receptionists make the remark, "village idiots!" That's it - I lost my cool! In that situation, at that moment, I felt as if my own parents were being treated like that. I held the elderly gentleman by the wrist, marched up to the desk, and spoke. "You think you are so fancy, don't you - working at a fancy place in your fancy clothes and phony etiquette - so much so that you forgot to treat people like people! You ridicule them because they don't speak English. Well, in that case, I speak more languages than you can count - then how should I treat you - you pathetic little tribal jerks! It's not enough to wear clean clothes, go home and wash your heart with some soap. Despite all that cologne, you stink! You can manage a hotel, you can manage a business, but you don't manage people, you treat them like family." I would've went on and on, but the elderly person stopped me. Don't know whether the people at the reception realized their mistake, but by the look on their face they sure did feel small. A moment later with a tinge of remorse and utter humility in voice, the other receptionist spoke. She apologized to the couple in their native tongue and finally helped them check in, without any miscommunication or frustration.

You can manage a hotel, you can manage a business, but you don't manage people, you treat them like family.

Her chances of a decent marriage were about to be dashed—and all because of a ferret. Unfortunately Poppy Hathaway had pursued Dodger halfway through the Rutledge Hotel before she recalled an important fact: to a ferret, a straight line included six zigs and seven zags. “Dodger,” Poppy said desperately. “Come back. I’ll give you a biscuit, any of my hair ribbons, anything! Oh, I’m going to make a scarf out of you . . .” As soon as she caught her sister’s pet, Poppy swore she was going to alert the management of the Rutledge that Beatrix was harboring wild creatures in their family suite, which was definitely against hotel policy. Of course, that might cause the entire Hathaway clan to be forcibly removed from the premises. At the moment, Poppy didn’t care. Dodger had stolen a love letter that had been sent to her from Michael Bayning, and nothing in the world mattered except retrieving it. All the situation needed was for Dodger to hide the blasted thing in some public place where it would be discovered.  ... The ferret paused at a corner, checked to make certain he was still being chased, and in his happy excitement, he did a little war dance, a series of sideways hops that expressed pure delight. Even now, when Poppy wanted to murder him, she couldn’t help but acknowledge that he was adorable. “You’re still going to die,” she told him, approaching him in as unthreatening a manner as possible. “Give me the letter, Dodger.” The ferret streaked past a colonnaded lightwell that admitted sunshine from overhead and sent it down three floors to the mezzanine level. Grimly, Poppy wondered how far she was going to have to chase him. He could cover quite a lot of territory, and the Rutledge was massive, occupying five full blocks in the theater district. “This,” she muttered beneath her breath, “is what happens when you’re a Hathaway. Misadventures . . . wild animals . . . house fires . . . curses . . . scandals . . .

Horizontal expertise paints on a far-reaching canvas. Say that you are an expert known worldwide for helping CEOs manage change in disruptive environments. Your expertise doesn’t come from understanding a vertical industry, like mining or media or consumer electronics or transportation. You just need to be sufficiently sharp to learn enough about a given industry to know how to apply your expertise in a given setting. In effect, you can work with any viable CEO candidate who wants to learn — regardless of the industry — as long as the primary challenges are defined horizontally, such as navigating deep change in the middle of disruption. Today you’re working with C-level executives at Samsung after their phones are banned on all airline flights, but next month you might be working with an executive in the hospitality industry facing a hotel worker strike. Or health insurance executives navigating an uncertain landscape that can never really see farther than two years. Each of these engagements is interesting because you have to apply your expertise to a new setting. But as much as you are learning, you’re taking two steps back for every three steps forward because much of what you learn with each new engagement is just the bare necessity in order to even be relevant. It’s interesting but challenging. Thrilling but exhausting. Engaging but distracting. There are cases, of course, where new clients regard your broad expertise as a significant selling point. They like that you can apply consumer insights to a professional B2B setting, or that you can help apply change management to consumer engagement. The first advantage of horizontal expertise, then, is how the application of expertise to many verticals always keeps the expert engaged and learning.

Arthur’s ties to the powerful New York State Republican machine won him nomination as candidate for vice president. To near-universal dismay, he had entered the White House when President James A. Garfield died from an assassin’s bullet. A good storyteller and man about town, fond of whiskey, cigars, and expensive clothes, the dapper, sideburned Arthur is perhaps best remembered for saying, “I may be president of the United States, but my private life is nobody’s damned business.” On this trip to Florida, however, his private life fitted very nicely into someone else’s business. The owner of the Belair orange plantation was General Henry Shelton Sanford, the man who had helped Leopold recruit Stanley. Sanford did not bother to leave his home in Belgium to be in Florida for the president’s visit. With the self-assurance of the very rich, he played host in absentia. He made sure that the president and his party were greeted by his personal agent, and that they got the best rooms at the Sanford House hotel, which stood on a lakeshore fringed with palm trees in the town of Sanford. When the president and his guests were not out catching bass, trout, and catfish, or shooting alligators, or exploring the area by steamboat, the Sanford House was where they stayed for the better part of a week. There is no record of who paid the hotel bill, but most likely, as with the rail journey south, it was not the president. Ironically, the huge Sanford orange plantation the Washington visitors admired was proving as disastrous a venture as Sanford’s other investments. Some Swedish contract laborers found the working conditions too harsh and tried to leave as stowaways on a steamboat. A slaughterhouse Sanford invested in had a capacity fifty times larger than what the local market could consume and went bankrupt. A 540-foot wharf with a warehouse at the end of it that he ordered built was washed away by a flood. The manager of one of the hotels in Sanford absconded while owing him money. Foremen failed to put up fences, and wandering cattle nibbled at the orange trees. But if everything Sanford touched as a businessman turned to dust, as an accomplice of Leopold he was a grand success. Sanford was a long-time supporter of President Arthur’s Republican Party. For two years, he had been corresponding with Arthur and other high United States officials about Leopold’s plans for the Congo. Now, after the president’s trip to Florida, confident that Arthur would pay attention, he pressed his case with more letters. Seven months later, Leopold sent Sanford across the Atlantic to make use of his convenient connection to the White House. The man who had once been American minister to Belgium was now the Belgian king’s personal envoy to Washington. Sanford carried with him to Washington a special code for telegraphing news to Brussels: Constance meant “negotiations proceeding satisfactorily; success expected”; Achille referred to Stanley, Eugénie to France, Alice to the United States, Joseph to “sovereign rights,” and Émile to the key target, the president.