Editorial Board   Guest Author

Mr. Tanguy

Julien Tanguy

Chief Concierge, Hilton Montreal Bonaventure

Raised in Strasbourg, France, in a family of restaurant owners, Julien Tanguy’s first steps in the service industry were in the Food & Beverage sector. He found interest and pleasure working as a waiter for some municipal, regional and European institutions such as the European Parliament, while studying Psychology at Louis Pasteur University. After completing a master’s degree, and uninspired by the jobs that path offered, Mr. Tanguy took on the position of Bellman at one of Alsace’s Four star Luxury Hotel, Le Château de l’Ile. Experiencing the opportunity of providing guests with exceptional service, he soon felt a calling to enter the ranks of Europe’s revered concierges. While concierges often begin their careers as bellboys or doormen, Mr. Tanguy enrolled in the Quebec City College Merici specialized concierge program, and also improved his English. He went on to intern at the Montreal Sofitel, with mentor, Ms. Virgina Casale, then Les Clefs d’Or Canada President, now International President of Les Clefs d’Or UICH Worlwide. His first official concierge position was at the Saint-Sulpice Hotel Montreal, one of Old Montreal’s most charming all-suite hotel. Mr. Tanguy took a second job managing lineups and phone-lines at Montreal’s largest property, the Fairmont Queen Elizabeth Hotel, with 1,039-rooms. Once having met the requirements for Les Clefs d’Or membership, he was sponsored by Chef Concierge, Mr. Patrick Huynh, to join the prestigious International organization, of which he is now a Member. In March 2007, with the arrival of new owners, Silverbirch Hotels & Resorts, and under the leadership of a new General Manager, Mr. Louis-Robert Handfield, the Hilton Montreal Bonaventure hired two full-time Les Clefs d’Or concierges. Mr. Tanguy was one of them and is currently still in service at this 395-room downtown rooftop property. Mr. Tanguy was promoted Chief Concierge at the beginning of 2009, and has been enjoying helping his diverse Team members (from 7 different countries of origin) achieve their best since then. Mr. Tanguy is also the current Regional Secretary of Les Clefs d’Or in Montreal.

Mr. Tanguy can be contacted at 514-878-2910 or julien.tanguy@hilton.com

Coming up in February 2018...

Social Media: Engagement is Key

There are currently 2.3 billion active users of social media networks and savvy hotel operators have incorporated social media into their marketing mix. There are a few Goliath channels on which one must have a presence (Facebook & Twitter) but there are also several newer upstart channels (Instagram, Snapchat &WeChat, for example) that merit consideration. With its 1.86 billion users, Facebook is a dominant platform where operators can drive brand awareness, facilitate bookings, offer incentives and collect sought-after reviews. Twitter's 284 million users generate 500 million tweets per day, and operators can use its platform for lead generation, building loyalty, and guest interaction. Instagram was originally a small photo-sharing site but it has blown up into a massive photo and video channel. The site can be used to post photos of the hotel property, as well as creating Instagram Stories - personal videos that disappear from the channel after 24 hours. In this regard, Instagram and Snapchat are now in direct competition. WeChat is a Chinese company whose aim is to be the App for Everything - instant messaging, social media, shopping and payment services - all in a single platform. In addition to these channels, blogging continues to be a popular method to establish leadership, enhance reputations, and engage with customers in a direct and personal way. The key to effective use of all social media is to find out where your customers are and then, to the fullest extent possible, engage with them on a personal level. This engagement is what creates a personal connection and sustains brand loyalty. The February Hotel Business Review will explore these issues and examine how some hotels are successfully integrating social media into their operations.