Weekend At The Waldorf

Sitting at my desk on a Sunday morning after a long and busy night shift at The Waldorf Hilton in Central London, the first few guests start trickling down to check out or go to breakfast, and I begin thinking about all the different people who stay and work at our hotel. 

As my one-year anniversary here approaches, I feel privileged to be part of a team that just this past year hosted dozens of Olympic gold medallists, a former world heavy-weight champion, an ex-chairman of the Federal Reserve, several CEOs of Fortune 500 companies, a former secretary-general of the United Nations, as well as tens of thousands of other less well-known -- but equally important -- guests wanting to experience the Waldorf name.

This Sunday morning, almost two-thirds of our guests will either be heading home or continuing their travels elsewhere.  As they depart, many will stop to thank me or other members of the front-office staff, and a few will even share with us highlights and stories from the time they spent with us.  That’s my favourite part. When you connect with a guest, you become part of their travel experience and part of their story away from home, whether they're visiting on business, holiday, or just having a special weekend away. 

I think back to Friday morning, the beginning of the weekend. As the receptionists prepared for the busy day ahead, a young married couple with two small children arrived from Washington D.C., chock-full of anticipation. Their family doesn't get to travel much, as the parents' careers are taking off and holidays have taken a back seat to raising children and working. The mother studied abroad in London when she was a student and is bringing her family for their first visit.  Trusting the Hilton and Waldorf reputation, they booked a nine-night stay at our hotel. They emailed our Head Concierge in advance to book a car to the hotel and also emailed a Guest Relations Manager to request connecting rooms for the parents and kids. As they put their suitcases into the car at Heathrow Airport, their story is just beginning.

           Meanwhile, an elderly couple from Manchester have woken up early that Friday morning, excited for the weekend ahead.  They are about to embark on their first trip to London in five years, something they've been planning for more than half a year.  As they would later recount to me with smiles on their faces while they were checking in, they were so excited for their weekend away that they showed up almost an hour early to the train station in Manchester.  I suggested to the wife that, as with most things in life, it was probably the husband’s fault.  As the three of us laughed and I handed them the keys to their room, I could tell that nothing was going to stop these two from enjoying their city break in London.

            Earlier that day, the American family arrived at The Waldorf Hilton and, not having slept on the overnight flight, the kids were tired.  The family was able to immediately check into their adjoining rooms when they arrived thanks to one of our Guest Relations Managers, who noticed that the family would be arriving early from the U.S. and added a note to their booking.  Once the kids wake up from their nap, the American family heads downstairs to meet the Head Concierge face-to-face. He helps them book a hop-on-hop-off bus tour, leaving right in front of the hotel.  Meanwhile, the elderly couple has already began enjoying the weekend.   

As it is for many of our guests, The Waldorf Hilton was the main attraction for the Manchester couple.  They had booked their entire trip around the hotel and our staff did what it could to make sure their weekend was special.  Friday night, they booked dinner in The Homage Restaurant. Saturday night, it was Mamma Mia, showing right next door. Sunday, the famous Waldorf Tea Dance in the Palm Court. 

     As the weekend progresses, the American family tells us that their kids have been asking about the history of the hotel.  A Guest Relations Manager offers to take them on a private history tour, covering the past 105 years.  They walk through the Executive Lounge, Adelphi Suite, The Homage Restaurant, and finally the famous Palm Court, where the elderly couple will enjoy their Tea Dance on Sunday. The Guest Relations Manager takes his time to answer all their questions, giving the couple a true feel of what the hotel was like in a different age.

    An exciting weekend for both parties. The elderly couple revisited London and in a few hours will dance their way through Afternoon Tea in the Palm Court. The young American family, whose adventure with us continues for another week, was able to both relax in their room and satisfy their kids’ curiosity as budding historians. 

     As I sit here thinking about these two groups, the trickle of Sunday morning guests has turned into a flood of bodies moving through our bright and lively lobby.  I try to imagine how many lives have been affected by this hotel over the past century.  After my night shift I realise that I am too tired for such a grandiose question, but I make a note to ask the five year old history buff from Washington D.C. tomorrow morning.