Ritz-Carlton Doorman Todd Foster on Leadership, Customer Service, and How Everybody Had Baggage

Ritz-Carlton Doorman Todd Foster on Leadership, Customer Service, and How Everybody Had Baggage

Today Patty welcomes Todd Foster, former Ritz-Carlton Chicago doorman and author of Everybody Had Baggage, who shares how three years observing guests—from celebrities to everyday people—shaped his work as a keynote speaker and executive coach. Todd explains how people reveal character by how they treat those they don’t need, why mindset drives behavior, and how leaders set the tone for everyone in the room.


He recounts a pivotal moment when President Clinton told Secret Service to “Let the man do his job,” reinforcing respect and role clarity. Todd describes Ritz-Carlton systems for remembering names to create a luxury guest experience, admits mistakes around confidentiality, and tells stories involving entitlement, kindness, Harry Caray, Oprah, and Chris Farley.


Episode Highlights:

00:00 Meet Todd Foster

01:32 Landing the Doorman Job

02:14 First Day Fur Coat Chaos

03:21 Why the Book Took Years

05:03 Watching People Unmasked

06:58 Celebrities and True Colors

10:11 Mindset and First World Problems

11:53 Let the Man Do His Job

16:00 Leadership Sets the Tone

18:23 Big Mistake and Redemption

22:20 Concert Payback Story

22:42 Pearson Street Standoff

25:01 Spit Sparks a Punch

27:59 Union Review Aftermath

29:01 Harry Caray Name Lesson

32:11 Ritz Carlton Name Game

35:54 Chris Farley Kindness

39:33 Book Plug Rapid Fire

42:43 Host Takeaways Outro

#Leadership #CustomerService #Hospitality #RitzCarlton #ExecutiveCoaching #KeynoteSpeaker #HotelManagement #LuxuryHotels #EmployeeExperience #GuestExperience #ServiceExcellence #WorkplaceCulture #EmotionalIntelligence #Mindset #Kindness #GoldenRule #PersonalBrand #Networking #Chicago #Celebrities #Storytelling #Management #NameRecognition #EverybodyHadBaggage #YourDailyChocolate


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