A couple of weeks after the Fairmont Waterfront Hotel opened in Spring of 1991, a discerning gentleman approached the front desk and asked the hotel’s monthly room rates.
The front desk agent was stumped so she asked the Front Office Manager (FOM) if there was such a thing as a monthly rate. The FOM inquired “Who's asking?” since luxury hotels typically don't rent by the month and are more suited for nightly rather than extended stays.
“Le Residence at Hotel Meridian would be more appropriate since they have kitchenettes in their suites,” offered the FOM.
However, the gentleman preferred the Fairmont Waterfront since it was the newest hotel in town and considered the most luxurious at the time. The FOM then showed him several suites and harbour-view guest rooms, and would eventually negotiate an agreed-upon monthly rate.
That gentleman ended up staying at the hotel for almost a year while his home by Granville Island was being constructed. At the hotel, we addressed our guests by name, and we called him, “Mr. Bob Rennie”, and that young Front Office Manager was none other than myself.
Years later in 2009, our paths would cross again at Fairmont Hotel Vancouver, where I returned as Director of Sales & Marketing after several years at Fairmont San Francisco. Mr. Rennie, a regular loyal customer, was dining at ‘his table’ at Griffin’s Restaurant. He recognized me and said, “Phil, if you ever think about leaving the hotel business, you should give me a call.”
As they say, the rest is history.
Whether working in the hotel or real estate business, being genuinely kind and providing service excellence fosters positive relationships and creates a warm environment that people sincerely appreciate and remember. This often leads to reciprocation, as others are more likely to respond when they feel valued. So always lead with kindness, and treat others with respect; it will enrich personal and professional aspects of your life in ways you can’t yet imagine.
- Phil Chang
Advisor, rennie leader
pchang@rennie.com
