John Murphy may have started in the kitchen, but he quickly realized that the keys to consistent customer service encompassed more than just soups and sauces.

Murphy, the recently hired general manager at the Salish Lodge and Spa, aims to make sure that visitors take away a memorable experience from the iconic lodge, and keep coming back.

Business

philosophy

Murphy has worked with Salish operator Columbia Hospitality for about six years, previously working in the Bell Harbor Trade Center in downtown Seattle, the Cedarbrook conference center at Sea-Tac and the WaMu Tower.

He originally hails from the east coast, graduating from Notre Dame High School in Trenton, N.J., and attending the culinary program at the Culinary Institute of America at Hyde Park, N.Y.

“It was all basic, 101 cooking, from making sauce to filleting a fish,” he said. “I loved to cook. There was a passion there.”

But, at Murphy’s first job, a French restaurant in Princeton, N.J., he realized his skills needed to grow elsewhere.

“When I stood in the kitchen, I realized that if the food doesn’t get served well or the lights go out or the bathroom is dirty, there’s nothing I can do in this position,” he said. “I said to myself, ‘How do I influence all the people? How do I get closer to the customer? I see the bigger picture, and I want to be part of that.’”

Murphy went back to school, earning a bachelor’s degree at Florida International University, then became a management apprentice at the same French restaurant, rising to general manager and running the business for eight years.

“I took away what guest service really means,” Murphy said.

His philosophy is all about building connections with the customer. That connection doesn’t happen overnight.

“You do it one guest room at a time, one meal at a time, one transaction at a time,” Murphy said.

“Many times, you can become close to a customer when there’s a complaint,” he said. “They’re willing to come to you. You have to listen, to be able to turn that around with a solution. Now, you have a customer that’s loyal.”

In today’s economy, customers are seeking what they are comfortable with,

“If they can get that good service and value, they’re going to keep coming back to you,” Murphy said. “That’s what we’re continuing to build.”

The Salish is sticking close to tradition with its nearly-complete renovation of all 89 guest rooms.

The remodel updates the Northwest-style rooms with modern materials, without changing their feel.

“It’s a great refresh,” Murphy said. Longtime guests have told Salish staff that they were glad the lodge did not deviate from its roots or attempt to emulate a big chain hotel.

“We’re always continuing to reinvent, to evolve, to look at the next level of guest service,” while keeping the Salish tradition and legacy.

While a lodge expansion is still a possibility, the economy has put it on the back burner, Murphy said.

As the lodge works to build its corporate base, Murphy recognizes that the luxury market may take a few years to recover. He aims to turn a Salish stay into a more frequent indulgence.

“People still need a break. They need a retreat,” Murphy said.

The lodge is currently looking at ways to pamper guests on a budget. For example, as an alternative to a full spa treatment, the Salish introduced a service called “Bath Butler,” offering a tiered tray of bath goodies and a butler to properly prepare the bath.

“We have brought the spa to you,” Murphy said.

Salish secrets

In his five months on the job, Murphy has learned things about the lodge that few locals may know.

While Snoqualmie Falls draws millions of visitors from across the globe each year, the Salish Lodge’s guests are surprisingly regional. About 70 percent of guests hail from Western Washington and the Eastside.

Snoqualmie Falls is not just a waterfall — it’s also a power plant. A water-filled tunnel runs deep beneath the lodge, feeding the generators. However, guests and staff have never been able to hear the water flowing.

At high season, as many as 180 employees work at the Lodge, putting it among the area’s largest employers.

The Salish goes through about 12 cords of firewood each week. Firewood comes from a single supplier who cuts wood to a special size to fit room fireplaces.

Nearly all guests choose to light the fire, “because you can,” Murphy said. “You have a working fireplace, which is very rare for a hotel these days.”

The Lodge still continues its “Honey from Heaven” tradition at breakfast. A Salish original, the practice involves a skilled server dropping a dollop of honey from overhead onto a lodge country biscuit. The hovering honey trick fell out of practice over the years. When Columbia Hospitality took over, “we brought it back,” Murphy said.

Outside of the office, Murphy is a parent, animal lover, cook and skier. His teenage daughter attends Eastside Catholic High School. He grills on the weekends and enjoys cooking Asian food.

• Learn more about the Salish at www.salishlodge.com.