A History of Hospitality: 60 Years of Perfecting Guest Services
By Hazel Hagans General Manager, The Madison | April 2023
Since opening in 1963, The Madison was designed to be the luxury standard in Washington DC.
The owner at the time, Marshall Bentley Coyne, was called "the dean of the hospitality industry" by his rivals.
He founded the hotel around the ideal of providing luxurious surroundings, excellent food, and impeccable service. In 2023, the staff at The Madison strive for the same standards of excellence.
The Madison was designed after the home of First Lady Dolley Madison, famed for her gracious hospitality. During Coyne's era, associates joked that if you stood in The Madison Hotel lobby with an unlit cigarette, lighters would appear from two or three directions at once. While policies have changed regarding smoking in our lobby over the years, the service goal is still there. The Madison has so many amazing stories from veteran associates detailing examples of excellence in service throughout the years. In the 1960s, The Madison was prided for its exceptional guest services.
In the 1960s, The Madison was prided for its exceptional guest services.