Goff, the concierge, won the award for cutting up a linen napkin from the restaurant to create a pocket square for a groomsman who realized shortly before a wedding that his was missing. Goff, 33, knew that management would back him up, even as he was in mid-snip and realized, “Oh God, this is an expensive napkin.”
David Marr, a doorman who grew up in South Boston and checked the first guest into the hotel 25 years ago, wasn’t afraid to approach his boss when Big Dig construction took away the hotel’s valet parking, and the doormen’s tips. Management listened, and put extra money in their paychecks to make up for the lost income.
“I’m not a complainer, but when there’s a major issue, I’ll bring it to their attention, and they look at it. They look at all sides,” said Marr, 54, who has a business degree from the University of Miami and had only planned to stay at the hotel for a few years.
In fact, all four of the doormen have worked at the hotel for more than 20 years — and this longevity speaks volumes to the guests.
Peter Nikitas, senior vice president at Fidelity Investments Institutional Services Co. Inc. in Smithfield, R.I., estimates that he has stayed at the hotel about 50 times on business in the past year — and he wouldn’t want to stay anywhere else.
“It is 1000 percent about the people,” he said. “When the lady who brings me a pot of coffee and an omelet in the morning tells me she’s worked there for 18 years, it tells me everything I need to know about what kind of a place this is.”