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The Hotel: A Week in the Life of the Plaza by Sonny Kleinfield

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6

HALF a dozen people sat around the desk in Jeffrey Flowers’s office. They were passing the time while waiting for the meeting to start. Every afternoon at four o’clock there was a so-called VIP meeting among various key department heads. The purpose was to run through the next day’s significant arrivals and to determine how they should be welcomed. Presiding over the session was Harvey Robbins, a young man with an anxious-to-please personality whose title was guest-relations manager but whose basic function was to satisfy the needs of VIPs.

Fixed criteria had been established for VIP treatment. A VIP was someone classified by the sales team as important (even if it was a first visit) or someone who came all the time. People who might bring ...

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