“Service is not about being up-front and honest. Service is about minimizing negatives and creating the illusion of perfection. Here’s how it’s done: Lie. Smile. Finesse. Barter. Convince. Lie again. Smile again.” — Jacob Tomsky Copy Share Image
“Any given room, behind any given door, someone else’s life was on fire. Not the life lived at home, not the cable-and-bed-by-9: 00-p.m. life,… — Jacob Tomsky Copy Share Image
Skype seems the best maybe, as international phone rates are silly. And service is service, that's definitely true. Any time there are two people… — Jacob Tomsky Copy Share Image
I am very pro-union and very anti-authority by nature, so by showing the housekeepers and valets, I was being loyal to those people -… — Jacob Tomsky Copy Share Image
“Service is not about being up-front and honest. Service is about minimizing negatives and creating the illusion of perfection. Here’s how it’s done: Lie.… — Jacob Tomsky Copy Share Image
“People don’t expect crazy quality from front desk agents at 3: 00 a.m. They just expect them not to be totally crazy.” — Jacob Tomsky Copy Share Image
“I began to consider, upon the thought of "permanently" relocating, everything New York had made me. When I arrived, I was like a half-carved… — Jacob Tomsky Copy Share Image
“New Orleans, the storm, Perry, the river: they all reminded me not to take anything for granted. It all washes away, and we are… — Jacob Tomsky Copy Share Image
“Want to know what people are really like? What their strange habits are? How they treat people when no one they deem important is… — Jacob Tomsky Copy Share Image
“Need to cancel the day of arrival with no penalty? No problem. Maybe you just want to be treated with care and respect? I… — Jacob Tomsky Copy Share Image
“Never, ever will the hotel accuse you of lying. That is the absolute last stance hotel management wants to take.” — Jacob Tomsky Copy Share Image
