In our everyday jobs as concierges, working with hotel management and staff to make each guest’s stay as meaningful, memorable and marvelous as possible, we discover new and creative ways to delight those we serve. Our ever-expanding portfolio of ideas and knowledge is just one reason why, even in a Google-searched world, nothing can replace the creativity and relationships of an experienced concierge. It’s easy to think that a digital search can yield almost any travel-related result, and while information is indeed served up on screen, what’s lacking is the creativity, human interconnection and sense of experience behind the information. With a few well-targeted questions, Les Clefs d’Or concierges are trained to discover interests and desires many travelers may not even have recognized in themselves. We’re always available to deliver information, but if the guest is game, our skills allow us to go way beyond that information to get to the most real and memorable experiences.
Fitting the guest in front of us to his or her magical moment is our special gift. We can do that best when we take the time to know our guests, communicate earnestly with them and learn from them exactly what it is they desire. Sometimes, hotels will experiment with outsourced concierge desks staffed by non-experts with sales mentalities. Often, hotels realize their mistake and return to using professionally trained concierges who are able to serve guests impartially and brilliantly. Today, more than ever, guests demand and deserve the highest-level service, because they are searching for a higher-level experience. It’s what differentiates one hotel from another, and it’s what can build incredible loyalty for our hotel partners. It takes talent, deep knowledge, creativity, open-mindedness, and a truly global mindset to deliver service and results for our beloved hotel guests. And that’s hard to get from a mobile device under any circumstances. But when a traveler steps up to the concierge desk to ask for help or advice, it becomes the easiest thing in the world.