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

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4

“TRYING to fit people into beds is what this place is about,” the man said. “It’s answering the phone and trying to meet requests. It’s about cribs and roll-aways and mostly about king-sized beds.” The man’s name was Joe Schneider. He was the director of reservations.

He hunkered before a computer terminal in his rather drab office, positioned in a corner of the hotel’s second floor, near the executive offices. Through a sizable glass window he could watch the reservations staff. Seven steely-eyed agents sat like telephone operators, headsets wedged on their heads, their hands pecking away at computer keyboards, inputting names, dates, and special requests. Though many calls for a room at the Plaza went to travel agents or to an 800 number, ...

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