Working at the E&O reminds me of why I joined the industry in the first place. It’s a luxury hotel with glamour, romance and intrigue, but most of all it has what many other hotels are unable to offer and that is the fact that this year it is going to be 124 years old. The walls of this hotel are steeped in history and many repeat visitors have private tales to share about their loved ones and their personal and fond memories.
I had only been here for a few months when one day, as I was walking through the lobby on the way back to my office, I saw a young lady standing under the grand dome holding a small shiny vase. She looked a little perturbed, so I slowly made my way in her direction to ask her if she needed any assistance. She introduced herself as Caroline and informed me that her father used to serve with the armed forces here many, many years ago and he used to always come to the E&O to eat and to go ballroom dancing. She went on to inform me that the E&O was one of his most favourite places in the whole world. She held on to the vase tightly and went on to say that her beloved father had recently passed away and he had requested that his ashes be spread in the grounds of the hotel. As she requested permission I realized that her father’s ashes were in the vase she was holding so tightly, I was taken aback by the request she was making and could not help but to be awe inspired by the way Caroline was holding herself together during such an emotional moment.
I told her that it would be an honour for us if she spread her father’s ashes in our garden and off she went to spread them amongst the flowers and plants close to the wall. After she had finished I watched her slowly walk through the front door on the way out, wiping away a few tears whilst holding on to the empty vase and I could not help but tear up with the thought of what was going through her mind.
About three weeks later, I saw her sitting on the wall having a glass of wine talking to herself, so I went over to enquire if she was alright. Caroline informed me that she would come over here at least twice a month to have a glass of wine, sit in the very same spot where she had spread the ashes and talk to her father. I left her alone so she could enjoy her very private moment with her dad and she did this every couple of weeks for over two years until it was time for her and her family to move onto their next posting.
Two years ago as I was arriving at the hotel and shaking the hands of my staff, there was an elderly chap standing under the same copper dome, leaning rather gingerly on a walking stick. After wishing the chap a very good morning, he introduced himself as Mr. Johnson and told me that he was having a visit down memory lane as he also served here over 5o years ago as a young soldier and was loving the historical moment he was having after just arriving on a 14 hour flight.
He informed that he had many, many wonderful memories of his evenings and dances at the hotel and as his bottom lip started to tremble whilst re-living his history, he managed to compose himself and went on to explain that there used to be an old lift somewhere that he used to sneak up to see his old girlfriend in. When I informed him that the same original lift was still here and most importantly still in working order, he was extremely surprised to say the very least. When I asked him if he would like to go for a ride, his legs wobbled a little, making it apparent that the walking stick had enabled him to stay on his feet.
We entered the lift for a short 3 floor ride to the top and back down again to the bottom. The entire ride took no more that 2-3 minutes, but was sufficient time to have this wonderful gentleman in tears. He started off out of the lift and across the lobby before turning around to face me for a second and as he turned around he told me that he would now go to his grave a happy man and this was a day he would surely never forget. I stood there speechless after hearing what he had just said to me and instantly tried to grapple with the importance a ride in a lift could have possibly meant to him.
There is something I know for certain and that is that after I leave the E&O Hotel, I will never be able to work in another hotel like this for as long as I live. Hotels are either 124 years old or their not, it’s that simple and that special, you can’t buy heritage. This is why I hold on to the position as the General Manager here as long as I can and pray that the owners will keep me here until I am unable to carry on due to old age.
Oh and before I forget, did I tell you that Caroline called me last week, she informed me that the whole family is coming here to visit us this festive period for a couple of weeks. She told me that she wants to sit on the wall, have a glass of wine and wish her father a Merry Christmas.
Hi Mike,
“Memories are more precious than diamonds and gold”
Great story !!!! we should always value our memories with our loved ones..which will last forever…
cheers
Kasdi
Hi Chef,
The best part about this story is that its all completely true.
I truly am blessed to meet so many wonderful people everyday.
Warm regards,
Mike.
This is so beautiful. Thank you for sharing this story.
Dear Alisa,
You are most welcome.
To be honest, if I can inspire but one person to to feel better about them selves, then I will be extremely happy.
Warm regards,
Mike
Hello Mr.Micheal,
Nice to meet you. The story is really touching, it hits deeply into my soul.
The walls of E & O hotel tells story of the pass happenings, behind those walls are fill with sweet, happy memories of those who step into E & O hotel before.
Dear Mok Jee Chin,
Thanks for the wonderful comments and for dropping by.
Yes I like to think that the E&O is a happy place filled with wonderful memories that everyone wants to hold on to.
Please drop by again when you have the time.
Warm regards,
Mike.
Hi Michael,
sometimes I ask myself how you do this…
Creating these great recipes including those yummy photos, answering all those emails and twits and writing such touching stories like this. WOW!
Your site is always a wonderful treat for me and getting a twit from you from time to time cheers me up immensely!
I want thank you for that and send you and your family warmest Greetings from Germany,
Joachim
Hi Joachim,
Sincere thanks for the very kind words.
After travelling to so many places and now reaching 50 I hope I can share some experiences with others.
If I can just help one person to feel better about themselves I will be very happy with that.
Thanks for dropping by buddy.
Warm regards,
Mike.
Your blogpost brought me to tears as I too, am holding onto my father’s ashes as I wait for the opportune moment to do something with it. I can just feel what she must have felt while standing there because I’ve been to E&O Hotel & I know that lift too. Thank you for sharing what it means to touch lives & be touched in return. Being a hotelier before, I can totally identify with it.
Dear Pummkin,
I am so very glad that my post touched you in a warm way and made you smile.
Your father must have been someone very special to make you feel so close to him.
Sharing special moments with people makes for very special memories too.
Take your time to choose your moment as it belongs to you and your father.
There is no rush to decide and nobody knows what do do better than you.
Thanks for dropping by and I would love it if you did so again.
Warm regards,
Mike.
Yes, each place has its memories. I guess you will have many repeat customers because you care genuinely.
a hotel or restaurant is defined by its little gestures. No matter where.
Snob value has no appeal anymore..
Went for a press visit to Grosvenor House in London and forgot some personal stuff. they couriered it to me all the way to Dubai , refused to let me pay. and emailed me the detailed recipe for their famous scones because I raved about it. I will go back..
Or Taj West End Bangalore. My daughter had a dry cough and they remembered her hot water, honey and mint drink for our entire visit without asking for every meal. I will go back…
Or Wildpeeta, a fusion shawarma restaurant. in Dubai. It had a cult following through Twitter even before launch and the owners stand with the staff making food for the pickiest of clients though they dont have to… they were invited to the first TED event in Dubai.. people tweet while there..
the hole-in-the-wall joint outside our office has this impeccable young chef who makes the greatest oil free fried rice, remembers that I like untoasted omlette sandwiches after the first two times of ordering, sends the delivery boy with change even when my colleagues or I have forgotten and has a cult following in the 10 offices around the area though he runs it alone
and one particular Hardees outlet is my fav because they remember i dont want sliced tomato in my burger even as I walk in. yes, my car takes that route when I want to eat steakhouse burgers after a long day at work
The list is endless… people who touch our lives but not because we can pay.
Hi Sona,
My goodness, what a post!
May I thank you from the bottom of my heart for taking so much time, effort and thought in writing such meaningful words on our blog.
What you are writing about here hits right at the core of the hotel industry today as I fear that it is now slowly turning into an industry that only cares about the bottom line.
Soon, it is my opinion that customers will start to care more and more about the personal touches that hotels offer.
The GM standing in the lobby talking to people, shaking their hands…and meaning it.
Staff who remember peoples names and really care when they are sick.
Hotels who actually listen to their customers to find out what they want, instead of only caring about what they want.
I love this business, I have been involved in it for over 30 years and its been really fantastic to me.
No matter what happens, I will never turn my back on it and hope to retire right here at the E&O Hotel.
Again, sincere thanks from the bottom of my heart for such fantastic, true and meaningful comments that will shake the foundations of this blog.
Thanks for dropping by and I hope with all my enthusiasm that you pass by again.
Very warm regards indeed to you.
Mike.
Lovely story.