Editorial Board   Guest Author

Ms. Silverman

Marjorie Silverman

Honorary President, UICH, Les Clefs d'Or

Marjorie Silverman excelled in the concierge industry for 25 years and now serves as a Consultant, Meeting Planner and Lecturer. She was the Chef Concierge of Hotel InterContinental Chicago, and was the first female and first American to serve as President of Union Internationale des Concierges d'Hotels, Les Clefs d'Or. Les Clefs d'Or is the prestigious international association of concierges, headquartered in Paris, France which groups 40 member countries under its umbrella. The 3500 members transcend global politics and join forces to promote tourism worldwide. Ms. Silverman has been a dedicated concierge professional since she began her career at the Westin Hotel Chicago in 1980. After ten distinguished years at the Westin Hotel Chicago, she joined Hotel InterContinental as Chef Concierge and was employed there for 15 years. Due to her competence and mastery of the Concierge Department, she was sent by Westin to help open the Westin O'Hare as well as the Westin in Washington, DC. Further, when the Plaza Hotel in New York City belonged to the Westin Hotel chain, she was sent to improve the delivery of concierge services. In addition to her job duties, Ms. Silverman was active in several concierge organizations. She was a founding member of the Chicago Hotel Concierge Association as well as an early member of Les Clefs d'Or USA and has seen the organization grow from 28 members to more than 500. She has held every office in Les Clefs d'Or USA and after the completion of her presidency in1990, she served as Advisor to the Board of Directors until August, 2007. Under her leadership as Director of Development of Les Clefs d'Or in the Americas, Mexico and Brazil were accepted as Les Clefs d'Or member sections. Ms. Silverman is skilled at teaching about the profession. She taught at the International Concierge Institute in Montreal and Fort Lauderdale as well as conducting seminars for concierge professionals in Brazil, Mexico, Singapore, China, Jamaica and Anguilla. She recently conducted a seminar in Warsaw, Poland with Holly Stiel, a noted hotel consultant, author and lecturer. Ms. Silverman serves the international Les Clefs d'Or as an Honorary President, member of Le Conseil des Sages, whose function is to advise and safeguard the statutes and ideals of the Association. Les Clefs d'Or USA has honored Ms. Silverman with a Lifetime Achievement Award and has dedicated a scholarship in her name, The Marjorie Silverman Education Fund.

Ms. Silverman can be contacted at 773-248-7462 or marjoriesilverman@mac.com

Coming up in January 2020...

Mobile Technology: Meeting Tech Expectations

What once seemed futuristic is now the norm, owing to the escalating developments in mobile technology, and hotels must continue to innovate in order to meet guest expectations. In a recent study from Mower, 65 percent of guests said they would gladly pay more for a hotel that provides the mobile technology they deem essential. The same study shows that 44 percent of travelers are more likely to book a smart hotel, and nearly 7 in 10 want to use smart devices provided by the hotel. And how do guests wish to use all this technology? A majority expressed a desire for mobile check-in and check-out, and mobile payment options. They also want to be able to stream content from their phone to the TV; to make service requests of the hotel staff; to control in-room lighting, temperature and sound; to order food and beverages; and to request a wake-up call - all from their mobile device. Guests also expressed preferences for robust wi-fi and convenient device charging ports throughout the hotel. They also appreciate the use of hotel branded apps which allow a guest to book a room, access loyalty programs, receive discounts and rewards, and even use the app to choose the room, floor and view they prefer. Some hotel apps also allow a customer to track their charges throughout their stay, rather than waiting to receive a bill at the end. Finally, mobile tech lounges are popping up more frequently in some hotels. These lounges offer guests the opportunity to perform tasks like airline check-ins or access to local info guides, but they also provide a place where guests can comfortably get some work done outside their room. The January Hotel Business Review will report on what some hotels are doing to meet their customers' expectations in the mobile technology space.