It never ceases to amaze me how willing the public is to accept a decline in standards. When I started at The Plaza fifty years ago, standards in service, food and appointments were, while not at an all-time high, still taken very seriously. Luxury was a matter of service and careful attention to detail, rather than today’s emphasis on room size, decorations and technological gimmicks.  Fifty years ago, the best hotels had a box with 3 buttons next to the bed to summon the maid, valet or floor waiter to cater to your every need. Employee uniforms were far more elaborate and varied, each subtlety indicating the employee’s position and rank. After six in the evening, any managers on duty would be in evening dress, and wouldn’t be caught with a hair out of place. Continue reading →

It never ceases to amaze me how willing the public is to accept a decline in standards. When I started at The Plaza fifty years ago, standards in service, food and appointments were, while not at an all-time high, still taken very seriously. Luxury was a matter of service and careful attention to detail, rather than today’s emphasis on room size, decorations and technological gimmicks.  Fifty years ago, the best hotels had a box with 3 buttons next to the bed to summon the maid, valet or floor waiter to cater to your every need. Employee uniforms were far more elaborate and varied, each subtlety indicating the employee’s position and rank. After six in the evening, any managers on duty would be in evening dress, and wouldn’t be caught with a hair out of place. Continue reading →