Stephen Tillinghast – “Senior Doorman – The Four Seasons Hotel, Boston”

🔉 Listen to Audio Excerpt:

Stephen, can you tell us a bit about your career and how you became the Senior Doorman at the Four Seasons Hotel in Boston? This year you celebrated a significant work anniversary. What was that?

My journey at the Four Seasons Hotel. I started my career back in 1983. I was working in a body shop that I went to school for four years. I was talented in the industry, but I didn’t have any people contact and I am a people person, so I got a job at a local hotel prior to the Four Seasons. When I found out the Four Seasons was open, I went right over and applied. I wanted to work for the best of the best and I always felt that the Four Seasons would be the best of the best. From there, I fought hundreds of applicants and was lucky enough to secure a position; the three of us at the time in 1985. And since then, I’ve just been working my way to retirement. I just recently celebrated 39 years at the Four Seasons and I couldn’t be happier. Most people move on, but I’m content making people smile on a daily basis.

What are your main responsibilities as a Senior Doorman and Front Services team member, and how do you ensure that each guest has a memorable experience from the moment they arrive?

“My job is to make them (guests), feel warm, friendly, and comfortable.”

Personality comes into play a lot. Most people show up and they anticipate something. I give them the proper greeting, and then from there, the personality takes over. My job is to make them feel warm, friendly, and comfortable. They really appreciate the authentic hospitality.

What do you enjoy most about interacting with guests, and can you share any memorable experiences that highlight the unique aspects of your role?

Everyone’s different. The people you encounter are from all walks of life, and everyone has a story. I just look forward to meeting as many people as I can and hearing their stories. I have heard so many times heard, “Oh, my dad, my father loved you.” “You did this for somebody, you did that for somebody.” It’s heartfelt and authentic, and I do appreciate it. People come back and tell me how good their experience was, and generations pass, and I just feel that much more thrilled to be a part of it.

In your opinion, what sets the Four Seasons Hotel apart from other luxury hotels in Boston in terms of guest experience and service?

Any hotel can have a beautiful lobby and a beautiful building, but it’s the people that actually make the difference. It’s the employees that interact with everybody, using their own personalities, warmth, and friendliness. They give 100%, 100% of the time, and that is what sets us apart from everyone else. How do you and the rest of the front-facing team of the hotel all stay so well-motivated to give the high level of service on a daily basis?

How do you and the rest of the front-facing team of the hotel all stay so well-motivated to give the high level of service on a daily basis?

Every day you walk out that front door in that uniform, it doesn’t matter what’s going on in your life, you’re on stage and you’re positive. The people I work with are great. I keep them motivated; they’re positive, they have exceptional communication skills, and it really makes a difference. I pump them up every day, and I try to pump up the guests every day. The verbiage is always important, and it’s a wonderful experience to go out there and be on stage every day.

The hotel welcomes guests from all over the world. How do you and the other staff handle the cultural diversity and varying expectations of international guests?

We have so many international employees. I honestly try to find someone who speaks German, Italian, Chinese, Spanish, and introduce them to the guests. It really puts them at ease and makes them so much more comfortable. It helps out a lot.

Does the Four Seasons provide any training and professional development to ensure consistent and exceptional service?

Absolutely. We go through several trainings per year on a weekly basis. We have certain ideologies that are put forward on how to deal with different guests and in different situations. It’s constant, and it really shows in our performance.

What are some of the biggest challenges you face in your role, and how do you overcome them to keep operations running smoothly?

Some of the larger problems are not problems, but they are challenges. You’ll have a massive amount of people coming in for a function, whether it be a Christmas party or a wedding, and we have a small driveway. It’s a challenge to get as many cars through it as easily as possible. The objective is to stay calm, be organized, and keep it flowing. People really notice it and they appreciate it.

How does your role change with different seasons or special events in Boston, and how do you prepare for these variations?

If you look at the front of the hotel when the Boston teams are in the playoffs, we fly the flag and wear the uniforms to promote the event. A lot of people come just to see the event, so we’re part of it.

Does anything change during the holidays versus the summer, for example? I mean Christmas versus springtime versus fall?

There are definitely changes in seasons and the business levels are up and down   . Christmas is always an exciting time with a lot of people. We have summer weddings, which are always great. You remain flexible and keep your attitude the same, and everything works well.

What gives you the most satisfaction in your job as the Senior Doorman, and what advice would you give to someone aspiring to work in the luxury hospitality industry?

When people arrive at the hotel, you never know what kind of day they’re having. It could be a death in the family, an illness, or just a bad mood. If I can get them to the front desk with a smile in the few minutes I have to chat with them, I’ve done my job. For anyone considering hospitality, if you’re not willing to give 100% every day, it’s not the right job for you.

If you would like to visit Boston, there is no better place to stay than the Four Seasons Hotel across from the Boston Public Garden. Visit their website to book your stay.

The Four Seasons Hotel, Boston is located at 200 Boylston Street, Boston, MA 02116