The Elevator Boy…
Over three decades ago, a story showcased the transformative power of a company motto that allows associates to see themselves with dignity and equal to the people they serve…
One morning, a hotel associate was on his way to the office, taking the service elevator—a vital artery in the hotel's operations that transports everything from room service food orders to cleaning supplies, and sometimes, for VIP guests who prefer anonymity during their stay, Just as the doors were about to close, he heard a voice call out,
“Hold it, please!”
He quickly held the door, and a guest in a wheelchair entered, accompanied by a small entourage who seemed eager to attend to her every need. The associate greeted them warmly,
“Good morning, Ladies and Gentlemen. Where might I escort you today?”
The woman in the wheelchair lifted her head to answer, revealing eyes that were nothing short of mesmerizing—an extraordinary shade of purple, glowing under the elevator’s lights. They were the kind of eyes that could command a room, tell a story, and, yes, even launch a thousand ships.
“To the Presidential Suite, please,” she said.
Smiling, the associate replied,
“It will be my pleasure, Madam,” as he pressed the button for the top floor. To lighten the mood, he asked about her journey to the hotel.
“Hectic,” she admitted, “but I’m glad to be here.”
"Well,” he said with a grin, “your companions did an excellent job of getting you here in one piece.”
The woman let out a hearty laugh, breaking the tension. “At least someone here has a sense of humor,” she said, her voice filling the small elevator. Her entourage laughed nervously alongside her. When they arrived at the suite, the associate offered an impromptu tour of the room and its amenities.
As he was leaving, the woman asked for his name and extension, smiling as she said, “I like you. If you don't mind, I would like you to be my elevator boy".
Over the next three days, the associate became her elevator boy, guiding her up and down the service elevator. Their rides were filled with lighthearted jokes and brief but meaningful conversations.
On her final day, she called him to her suite. She expressed her gratitude, saying she was deeply impressed that he had treated her as an equal—something she rarely experienced due to her fame and status. She offered him a generous tip, but the associate politely declined. “Madam,” he respectfully said, “we are trained not to be servants, but to be Ladies and Gentlemen serving Ladies and Gentlemen.”
The woman paused, visibly moved, and motioned him closer. She leaned in to give him a gentle kiss on the cheek. “You are indeed a gentleman,” she said softly.
She departed the hotel that day, and the associate never saw her again. Years later, the guest passed away and has since been celebrated for her legacy in medical research and her dedication to finding a cure for a global epidemic. Bound by one of the company’s service values of protecting the privacy and security of guests, this story has remained untold for decades, but only for a few people.
Even now, while the story is being shared, the name of this guest will never be revealed. Many may guess who the guest was; however, you do not have to guess who the associate is, who at that time was the Director of Quality for the hotel.
My name is Paul Samuel Roa and I will always be “Ladies and Gentlemen, Serving Ladies and Gentlemen.”
The Ritz-Carlton Credo Card (circa 2008)