She was an elegant lady in her mid-70s. Blonde, voluminous hair, impeccably dressed, with a slim figure. I was sitting in the hotel lobby, writing while waiting for my train. I had seen this woman the night before: At dinner, where she had walked around, smiled at everyone, and taken a few bites from the salad buffet.
“That’s the CEO!” I had told my partner, recognizing her from one of the explainer posters in the check-in area. Her name was Elisabeth Gürtler. As part of a long and complex history, the Gürtler family had taken over the famous “Hotel Sacher,” named after perhaps the world’s most well-known chocolate cake, in the 1930s. After multiple generational handovers and two premature deaths, Elisabeth found herself running the place alone with two teenage children in the 1990s—which she ended up doing for 25 years.
And now, ten years after her retirement, here she was. In the lobby of one of their now three luxurious hotels, kneeling on one of the couches, rearranging the flowers in a big vase. “Do you need help, madam?” one of the bellhops asked her. “No no, I get along fine, but look, this table over there. That needs to be rearranged and cleaned up. And tell the laundry section we still have plenty of what they need in that cupboard over there. No need to buy any additional ones.”
Elisabeth Gürtler has been through a lot, and she no doubt stands at the pinnacle of Austrian society for it. Still, instead of resting on her laurels or cashing in on her good name, she walks the premises. Fixes things. Puts love into the details that make a great hotel more than a place to stay—and quietly smiles at her guests all throughout.
Humility is choosing to do what’s right even when no one might see it, and I can’t think of a better way to stay young at heart. That’s what I learned from the CEO who arranged the flowers.