Editorial Board   Guest Author

Mr. Romei

Michael Romei

Chef Concierge, The Waldorf Towers

Michael Romei has been dubbed "The Ambassador of Hospitality" and he practices his brand of statecraft on both a local and global level. Mr. Romei is the Chef Concierge of the Waldorf Towers/Waldorf Astoria Hotel in New York City. Presidents, heads of state, celebrities, and tourists from around the world seek out Mr. Romei with requests that run the gamut from getting hot tickets to a sold-out show to staging an elaborate marriage proposal. You'll find Mr. Romei in his hotel lobby speaking Italian on the phone, chatting with guests in Spanish and making dinner reservations in French. Need to charter a jet in an hour to take you to Paris? Done! Or how about that golf cart you need assembled in your suite on Christmas Eve complete with a big, red bow? With pleasure! Or perhaps you're leaving for Hong Kong later in the week for an unexpected business meeting. Mr. Romei will seamlessly provide a hotel, an itinerary, and walking directions to his favorite restaurant, which will also become yours because he's already anticipated your needs. He'll tell you to say hello to the Maitre' d for him whether in Hong Kong or Mumbai or Rome. Mr. Romei is the insider's insider, knowing where to go and what to do in the far flung corners of the world. Mr. Romei's frequent Waldorf guests will often boast that their favorite concierge in New York set up a complete European vacation for them. In today's competitive luxury hotel market, that is indeed an edge. Mr. Romei is the General Secretary of the prestigious international organization Les Clefs D'Or, signified by the golden keys that he wears on his lapels. Les Clefs D'Or boasts nearly 4000 members working in 60 countries all of whom have undergone rigorous training in the concierge profession, a lot of that training done by Mr. Romei himself. He logs tens of thousands of miles each year conducting training sessions and seminars all around the world. Mr. Romei teaches the art of hospitality to all levels of hotel staff; from General Managers, to bellhops, to housekeepers, and of course, the concierges. This year alone, Mr. Romei has traveled all over India, the Maldives, The Caribbean, Queenstown, New Zealand, Bangkok, and locally in NYC and USA conducting training sessions. He also spreads the word of just how invaluable concierges are to their hotels. Perhaps the GM of the Movenpick Hotel in Bangalore, India said it best, after one of Romei's training sessions: "The concierge is the face of the hotel. He is the one who interacts with the guests on a daily basis. So it is vitally important to have an excellent and well-trained concierge team." Mr. Romei has a BA from Manhattanville College, a Master's degree in International Studies from NYU, is a faculty member of NYU's Continuing Education Hospitality Program, and lectures and teaches all over the world.

Mr. Romei can be contacted at 212-872-4718 or michael.romei@waldorfastoria.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.