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 January 2019...

Mobile Technology: The Future is Now

Mobile Technology continues to advance at a relentless pace and the hotel industry continues to adapt. Hotel guests have shown a strong preference for mobile self-service - from checking-in/out at a hotel kiosk, to ordering room service, making dinner reservations, booking spa treatments, and managing laundry/dry cleaning services. And they also enjoy the convenience of paying for these services with smart phone mobile payments. In addition, some hotels have adopted a “concierge in your pocket” concept. Through a proprietary hotel app, guests can access useful information such as local entertainment venues, tourist attractions, event calendars, and medical facilities and services. In-room entertainment continues to be a key factor, as guests insist on the capacity to plug in their own mobile devices to customize their entertainment choices. Mobile technology also allows for greater marketing opportunities. For example, many hotels have adopted the use of “push notifications” - sending promotions, discounts and special event messages to guests based on their property location, purchase history, profiles, etc. Near field communication (NFC) technology is also being utilized to support applications such as opening room doors, earning loyalty points, renting a bike, accessing a rental car, and more. Finally, some hotels have adopted more futuristic technology. Robots are in use that have the ability to move between floors to deliver room service requests for all kinds of items - food, beverages, towels, toothbrushes, chargers and snacks. And infrared scanners are being used by housekeeping staff that can detect body heat within a room, alerting staff that the room is occupied and they should come back at a later time. The January Hotel Business Review will report on what some hotels are doing to maximize their opportunities in this exciting mobile technology space.