It Started at The Savoy: A memoir about family, celebrities and the highlights from a a 52-year career in hotel management

by Bill Pullen

2020 First Place Chanticleer International Book Awards in the Hearten Uplifting & Inspiring Non-Fiction category. Bill Pullen is a brilliant storyteller. Whether it’s his childhood encounter with a V1 flying bomb, a renegade monkey in Suriname, the time he had to fire George Carlin, or one of his many other recollections, you will feel as though you were right there when the action happened. His story begins with heartwarming memories of his early years on the outskirts of London during World War II. Following his first job as a bartender at The Savoy Hotel in London, he accepted a one-year assignment at the Hotel Plaza Athénée in Paris. While there a chance meeting with an American financier led to a once-in-a-lifetime job offer and his eventual emigration to the United States. From historic country inns to five-star hotels on three continents, he shares anecdotes of his experiences with friends, family, and a myriad of celebrities whom he met along the way. All done with great humor and insight. Life goes on after retirement. In the final two chapters, Bill relates the importance of community involvement and the highly emotional connection he made while in Sri Lanka. That experience culminated in the creation of a foundation supporting some of that island’s poorest children and what became his lifetime passion and mission.

431 pages, Kindle Edition

Published July 24, 2017

Reviews

[Anthony · Rating 5 out of 5]

I would love to meet Mr.Pullen. So many adventures in one life! As someone working in a hotel industry, it is a pleasure to see how many joys the career can hold.
Key points:
- Keep relationships. You never know what opportunities can come by
- If you don't know ask
- "potatoes, you are to be the first one to report for work, the last one to leave and when the fellow next to you gets sick and tired of peeling his potatoes, you pick up his potato peeler and do his as well. You will be the first one to be picked to stop peeling potatoes and move on to a better job."
- Be Sincere: Say “I’m sorry” and mean it. These words may be difficult to express sometimes but can be powerful and healing in resolving a situation
- Key to Success #4 Mentor: If confronted with a problem brought to you by an associate, listen attentively and ask the person to also offer a practical solution.
- Key to Success #5 Be Prudent: Always try to maintain good relationships. These could lead to future opportunities.
- Key to Success #6 Encourage: Encourage input and suggestions from your associates; and, follow through. Implement as quickly as possible or explain why you cannot.
- It is better and more economical to work at keeping your existing business than marketing for new.
- Key to Success #8 Support: An effective manager must both lead and follow. Obviously, good leadership is critical but by follow, I mean it is equally important to be sure your associates have the tools and support they need to do the job you expect.
- Key to Success #9 Be Patient: When taking over a new assignment, do not institute changes too quickly. Certainly, retain first impressions, but wait until you have time to thoroughly evaluate them before making changes. Something that worked elsewhere might not be applicable here.
- Key to Success #10 Be Specific: When requesting references, clearly describe the responsibilities the candidate will be expected to assume. Even though a candidate was exemplary in a previous position, the job you are trying to fill may require very different skills
- Key to Success #11 Adapt: A good manager must be like an orchestra conductor. Each person critical to the overall success of your operation will be different in many ways and will often respond to different styles of supervision. One may perform better when they receive constant encouragement and a pat on the back while another may respond better when pushed more under pressure.
- I had learned some time ago, taking time to settle in during the first few months is most important.
- Another lesson I learned from Ken was the importance of knowing why a particular group was meeting, to understand their objectives for the event, and to share this information with the department heads.
- Unions tend to be counterproductive in the hospitality business so it was decided the best way to combat the organizing attempt was to immediately address the issues affecting our employees.
- monthly employee newsletter, an employee of the month recognition program for both back-of-the-house and front-of-the-house employees, employee of the year awards, and other employee events and recognition programs. We also established a structured procedure for periodic evaluations and annual performance reviews.
- Key to Success #12 Delegate: Let department heads manage their own sphere of responsibility without undue supervision. They will be more inclined to make a success of their own ideas than having to implement an idea they feel they cannot support.
- Maintain Oversight: Take time to thoroughly review invoices from all departments. You cannot be on top of all issues all the time but a large part of the story of your operation is told through your payables. Keep track of the pricing of your primary, regular, on-going commodities
- I had a die cut card made up to hold a single $1 lottery ticket, which said “Thank you for staying with the winners!” and we gave one out to every check-in for the next month. It didn’t cost us that much and we got a lot of mileage out of it.
- Network: Be involved in your local community, such as the Convention and Visitors Bureau, Chamber of Commerce, Rotary, etc. This is very important. You cannot move the hotel or restaurant-but locals almost always have an alternative. Your property should be their first choice
- It made me think of how quickly I spend $5 on a beer without a thought in the world, and yet here that would buy enough powered milk to give all these children their two cups a day. That alone would solve a problem for these sisters. It was indeed a humbling and eye-opening experience.
- Key to Success #17 Accommodate: When handling a guest complaint in person or over the phone, listen attentively, take notes but wait until the guest has finished what they have to say. Do not interrupt or give excuses. Then make a sincere apology and offer appropriate restitution. If the offer is complimentary accommodations for a return visit or a dining invitation, always ask the guest to respond through your office so that you can ensure the original complaint is not repeated (i.e. guest room location). This way you are also in a position to personally follow up with the guest.

[Jeri · Rating 4 out of 5]

I met the author at an author/bookseller meet and greet last week. A unique man in these days and times. Very elegant in his speech and presentation. I am appreciative that I met him before reading the book, because I could envision him as himself throughout the various situations and exciting tales.

[Rita Boehm · Rating 5 out of 5]

A fascinating career

A well-written, charming, sometimes humorous, always interesting, memoir. Mr. Pullen's conversational style pulls the reader into his story and we get to share the events and exploits of a fascinating career. Well done!

[J.J. Clarke · Rating 5 out of 5]

Award-winning author Bill Pullen writes a charming, interesting, memoir. I truly enjoyed the book. I hope he picks up the pen again.