Would You Give Someone the Jacket Off Your Back?

In my time with Ritz Carlton, I had countless opportunities to offer service to our guests that was above and beyond. I always wanted to incorporate my philosophy of promoting what I call DNA into everything that I did. DNA to me is an acronym for Different New and Attractive. I will share many stories with you regarding such experiences.

One Saturday night I was working the front desk on a very busy night when a guest (I'll call Tom) who was already in the hotel approached the check in area. I greeted him and noticed he was only wearing a white shirt and well colored tie. Tom asked if his dry cleaning came back from the cleaners. I checked the log and then called housekeeping to check on why his sportscoat hadn't been delivered to his room as it was already well past 6pm. The attendant noted the item had not returned and that it was likely forgotten at our third party facility. Without hesitation I asked him what size his jacket was and Tom stated that he was a 40 Regular. I ran around the desk and before I got to him, I had my jacket off and in my hands. Tom was wearing navy slacks and I had one of my favorite navy suits on myself. I told Tom to try this on and that it was a 38 Short but since he was smaller than I was, he would likely fit just fine in this jacket. I helped him slip it on and was in disbelief... my jacket fit him better than it had me. (I won't tell my tailor of course. He's amazing!)

I told Tom that he should wear this and simply return it to the desk when he checked out the next morning. I would be there to ask him how the evening went of course. I saw him the next morning as everyone from the weekend was checking out and he and his wife were elated in how the Ritz Carlton performed for them this weekend. We dropped the ball on one front but picked it up and ran for a touchdown on the recovery side.

My manager asked me Saturday night at one point where my jacket was as I had only a white button down on and my big thick red tie. I responded that I didn't think twice as Tom was in distress and he and I were the same height and build so to speak. She quipped that perhaps a trip to the laundry and uniform room of all associates would have been better. Unfortunately the uniform room only had black suits (not navy). I knew that I made the right decision and that it cost the hotel almost nothing (just a cleaning for me) and they have a guest for life who likely did the same thing I am doing now-- sharing positive experiences that lead to long term loyalty and of course more revenue.