Hugues wrapped her in a towel and told her to change her clothes, and she reappeared a few minutes later in blue jeans and a pink sweater and pink ballet shoes. She took ballet class twice a week. Hugues wanted her to lead the life of a normal child, but he was well aware that she didn’t. Without a mother, her life was already unusual, and her entire world consisted of the hotel. She loved everything that happened there.
With a mournful look at her father, she sat down at the desk in the living room, once she was dressed, and took out her math book, and the notebook from school.
“Make sure you do all of it. And call me when you’re finished. I’ll come up and have dinner with you if I can. I have to make sure everything has calmed down first.”
“Yes, Papa,” she said quietly as he left the apartment to go back to the reception desk and check on things there.
Heloise sat looking dreamily at her math book for a few minutes, and then tiptoed to the door. She opened it a crack and looked out. The coast was clear. He was back in the lobby by then. And with an elfin toothless grin that made her look like a pixie with her freckles and red hair, Heloise let herself out of the apartment and slipped down the back stairs in her jeans and pink ballet shoes. She knew just where her favorite night maids would be. And five minutes later she was helping them push the trolley with all the creams and shampoos and lotions on it, as they turned down the rooms for the guests. She loved turn-down time, when they delivered little boxes of chocolates to each guest, from La Maison du Chocolat. The chocolates were delicious, and as they always did, Ernesta and Maria handed one of the boxes to her, and after thanking them, she helped herself to the chocolates with a grin.
“We had a lot of work to do in the basement today,” she informed them seriously in Spanish. They had been teaching her Spanish ever since she could talk. She had been fluent in both French and Spanish as well as English before she was five. It was important to Hugues that she speak several languages. And he spoke Italian and German too, since he was Swiss.
“So I hear,” Ernesta, the motherly Puerto Rican woman, said to her and gave her a hug. Heloise loved being with her and held her hand. “You must have been very busy this afternoon,” Ernesta said with a twinkle in her eye, as Maria, the pretty young second night maid, laughed. She had children of her own the same age as Heloise. And they never minded having her join them for their turn-down service to every room. She was always hungry for female companionship and got lonely alone in the apartment.
“The water was up to here,” Heloise said, showing them a place just above her knees. “But it’s all fixed now.” Both women knew there would have to be more extensive repairs in the coming days. They had heard it from the engineers.
“What about your homework?” Ernesta asked her then, as Heloise avoided her gaze and played with the shampoos. They had recently changed brands to a more luxurious one, and Heloise loved the way it smelled. “Did you do it?”
“Yes, of course,” Heloise said, grinning mischievously, as they pushed the cart to the next room, and Heloise handed her two more shampoos. She followed them on their rounds until an internal alarm went off for her, and she knew it was time to go. She kissed them both good night then and scampered up the back stairs, just in time to get back to their apartment and sit at the desk again. She had just finished her last math problem, when her father walked in to have dinner with her. He had ordered it from room service, as he always did, although later than usual tonight. Her schedule had to be flexible to adjust to his, but having dinner together was a ritual that was important to them both.
“Sorry I’m late,” he said as he walked in. “It’s a little crazy downstairs tonight, but at least everyone has water again.” He was just praying they didn’t spring another leak, but things were holding for now, as long as they did the necessary repairs soon.
“What’s for dinner?” Heloise asked as she closed her math book.
“Chicken, mashed potatoes, asparagus, and ice cream for dessert. Sound okay to you?” her father asked her with a loving look.
“Perfect,” she smiled at him as she put her arms around his neck. She was the woman in his life, and had been the only important one for the past three years since her mother left. And as he hugged her, their dinner arrived. The chef had added escargots for Heloise, because he knew she loved them, and profiteroles for dessert. It was hardly an ordinary dinner for a child, but it was one of the perks of living in the hotel, for both of them. Hugues had built-in babysitters for her, and they both had all the services that the hotel provided, including gourmet food.
They sat down properly in the dining room of the apartment, and they talked about the hotel, as they always did. She asked him what important guests had checked in, and if any movie stars were coming soon, and he told her a simplified but accurate version of what he had done that day, as she looked at him adoringly. He liked teaching her about the hotel. And with Heloise to love, and the hotel to keep him busy, Hugues needed nothing more in his life; nor did Heloise. They lived in a sheltered world that suited them both to perfection. She had lost a mother, and he a wife, but they had each other, and that seemed like more than enough for now. And in his fantasies about the future, Hugues liked to think that when she grew up, they would run the hotel together. Until then they lived in the hotel that had been his dream.
Chapter 2
HUGUES HAD STRUCTURED the hotel in the traditional way he had learned at the Ecole Hoteliere and at all the important hotels where he had worked. And he made good use of his staff. He had a back office, which handled all the business aspects of running the hotel, reservations, sales, marketing, and accounting, all functions that were vital to the operation of the hotel. The human resources staff were part of the back office too, and they dealt not only with the employees but with the labor unions, which was crucial. A strike could cripple the hotel. Hugues had picked his staff with infinite care and knew full well how important they were. If reservations weren’t diligently handled with minute precision, and carefully kept track of, or if accounting was inaccurate, it could put them out of business. And he kept a careful eye on all the administrative aspects of the hotel. He had a profound respect for how important the back office was, despite the fact that their guests never saw any of those people, but the smooth running of the hotel depended on the competence of the administrative staff, and he had chosen them well.
The front desk and concierges worked hand in hand and were key faces that the hotel guests saw on a constant basis. Without a smoothly run reception desk, and supremely competent concierges, his guests would have swiftly shifted their allegiance to other better-run hotels. Among the many functions they performed, they had to meet the sometimes-exotic needs of their VIP and celebrity hotel guests. They were used to movie stars, who insisted on changing suites three and four times until they found the one that pleased them, had their assistants send long lists of special dietary needs in advance, and required everything from satin sheets to orthopedic mattresses, special items for their children, air filters, hypoallergenic pillows, and masseurs to be standing by day and night. The staff were used to unusual requests and took pride in adapting to their most demanding guests. They were also accustomed to some of the more unpleasant behaviors of their VIPs, who frequently accused the maids of stealing valuable items that they had misplaced or lost themselves. In the past three years, they had not had a single case of real theft by employees, had been able to calm hysterical guests who falsely accused staff, and had proved otherwise in each instance. The hotel staff had learned how to handle difficult guests and take accusations of that nature in stride. Hugues demanded criminal background checks and bonded all his employees to protect the hotel and the guests.
The housekeeping department was impeccably run by another graduate of the Ecole Hoteliere, with a fleet of maids and valets, and a dry-cleaning operation and laundry in the basement. They were responsible for keeping the rooms and suites and hallways immaculate and their guests satisfied, again frequently with challenging demands. All of the personnel who had direct face-to-face contact with the guests had to be efficient and diplomatic, and the rooms had to pass housekeeping inspections that were conducted with military precision. Members of the housekeeping staff were let go if they did not meet the Vendome’s stringent standards.
The department that provided uniformed services was equally closely supervised and included bellmen, doormen, elevator men, valet parkers, and chauffeurs when they needed them, which they did frequently, from a limousine service that they used for many of their guests. They were responsible for getting people in and out of the hotel quickly and efficiently, with the right luggage, keeping track of arriving packages, and getting them to where
