Forty-five minutes later Hugues was finally able to slip away from the front desk and went down to the basement to see what was happening there. Pumps had already been set up to bail the water, and a cheer went up just as he arrived. The plumbers had been able to do what was necessary to circumvent the pipe and turn the water back on. The room service staff were working frantically to deliver bottles of wine and champagne to the guests. Heloise was dancing around in the water in her slicker and bikini, grinning happily minus her front teeth, and clapping her hands. And the moment she saw him, she waded over to her father, who looked at her with a rueful expression. He wasn’t happy to see her there, but he wasn’t surprised, and the sous chefs she’d been talking to all laughed. Heloise was always where the action was, just like her father. She was as much a part of the hotel as he was.
“What are you doing down here?” her father asked her, trying to sound stern but without much success. She looked so cute that it was hard for him to be angry at her, and he very rarely was, even though he prided himself on being strict. But he could never quite pull it off. Just looking at her melted his heart, and her missing front teeth made her even more irresistible, and she made him want to laugh in her red bathing suit and yellow slicker. She had dressed for the occasion. Since her mother had left, he helped her dress for school every morning.
“I came down to see what I could do to help,” she said practically. “Mike did a wonderful job. There was nothing for me to do.” She gave a little shrug of her shoulders as her father laughed. People always commented that she looked very European.
“I hope not,” her father said, trying not to laugh. “If you’re the chief engineer now, we’re in big trouble.” As he said it, he walked her back into the kitchen, and then went to congratulate his plumbers and engineers for their good work. He was always deft at handling his staff, and they liked working for him, although he could be tough at times. He expected a great deal of them and himself, and everyone agreed that he ran a tight ship. It was his training and what the hotel guests loved; they could rely on a high standard of excellence if they stayed at the Vendome. Hugues ran it to perfection.
When he came back to the kitchen, Heloise was eating a cookie and chatting with the pastry chef in French. He always made her French
macarons
, and she took them to school for lunch. “What about your homework, young lady? What happened to that?” her father asked her seriously, and Heloise opened her eyes wide and shook her head.
“I don’t have any, Papa.”
“Why is it that I don’t believe you?” He looked carefully into the big green eyes.
“I did it all before.” She was lying to him, but he knew her well. She much preferred cruising around the hotel to sitting in the apartment alone doing her homework for the Lycee.
“I saw you in my office making paper clip necklaces when you got back from school. I think you’d better check again.”
“Well, maybe I have just a little math to do,” she said sheepishly, as he took her hand in his own and led her to the back elevator. She had left a pair of red clogs there when she waded into the flood and retrieved them now for the ride upstairs.
As soon as they arrived in the apartment, Hugues changed his suit and shoes. The cuffs of his trousers, and his shoes, were soaked from his brief visit to the basement. He was a tall, thin man with dark hair and the same green eyes as Heloise’s. Her mother was an equally tall blonde with blue eyes. The great-grandmother that Heloise had been named after had had red hair like Heloise.
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 they wanted to go around the city, to airports, or out of town.
Food, beverages, and catering was one of their largest departments and was responsible not only for room service, and their now-famous restaurant frequented by people from all over the city, but they dealt with all catered events that were held at the hotel: weddings, private dinners and lunches, conferences, and meetings. Food and beverage handled it all, and thus far, extremely well.
The security division was somewhat behind the scenes, but it was another vital service that Hugues relied on heavily to keep personnel in line and guests safe. Jewel robberies had become a common occurrence in many first-rate hotels, and Hugues was extremely pleased that the hotel had experienced none so far. Their staff was extremely vigilant on all aspects of security.
They had a business center, with secretaries and IT personnel available at all times. The spa and health center was one of the best in the city. Engineering and maintenance kept the hotel in working order, whether it was a crisis like the burst pipe in the basement, or something as simple as a blocked toilet or a television that wasn’t working. All of it required the attention of engineers. And the other essential department was the staff that manned the telephones to keep communications in and out of and within the hotel working smoothly, taking messages properly, and handling all calls with speed, precision, and discretion.
In all, it was an enormous staff to make the hotel what it was, with Hugues overseeing everything himself. He was proud that he knew each of his employees by name, and his constant presence at the hotel kept everyone on their toes. Running the hotel was a tremendous job, and each piece of the machine, however seemingly unimportant, was actually a vital piece that allowed the hotel to function smoothly and well as a whole. And just as Hugues knew every one of his employees, so did Heloise as she roamed freely through the hotel.