Hotel Veterans Pen Memoir of Hospitality Leadership in Hong Kong
A new book chronicles the formative experiences of three hospitality professionals who began their careers as front desk clerks at a Hong Kong Hilton property in the 1970s.
Three former hotel employees have published a memoir detailing their early careers in luxury hospitality, offering glimpses into the management culture and guest service standards that shaped their professional trajectories five decades ago.
"The Lobby Boys," written by Terence Ronson on behalf of himself and colleagues Niale and Rajeev, recounts their experiences working the front desk at what was then a Hilton International property in Hong Kong. The narrative centers on interactions with senior executives including Regional Vice President Ken Moss, who maintained an apartment on hotel grounds, and Hotel Manager Philip Mermod.
According to the book, the management approach emphasized accessibility and personal connection despite rigid hierarchies typical of the era. Ronson describes one memorable evening when he received a telephone call from Curt Strand, then President and CEO of Hilton International, noting that he "stood bolt upright out of pure reflexive respect, despite the man being thousands of miles away and entirely unable to see" the gesture.
The memoir also details the operational standards applied to distinguished guests, who were reportedly met at ground-level entrances by doorkeepers in formal uniforms and escorted via dedicated elevators. The most prominent visitors received personal greetings from the hotel manager himself, either at curbside or within their suites.
The authors describe a workplace culture that occasionally blurred professional boundaries, with Ronson recalling occasions when Mermod offered him rides home in a chauffeur-driven vehicle rather than allowing him to take public transportation. On one occasion, the hotel manager reportedly asked Ronson to provide childcare for his family in a hotel suite during a downstairs function.
Ronson now serves as founder and managing director of Pertlink Limited, a Hong Kong-based information technology consultancy serving the hospitality sector. The book is currently available for purchase.