The Six C's (Characteristics) of Successful Concierges

By Marjorie Silverman Honorary President, UICH, Les Clefs d'Or | June 24, 2012

Remember when you were a child and your poetry and story books always started the text with a large, fanciful capital letter, sometimes elaborately decorated like a medieval text? You instantly knew you were about to be transported to a magical place. If the text was illuminated it gave a special significance to the words.

Imagine such a text for our 6 C's of Successful Concierges: These are the Biblical Illuminated C's of a Concierge's Character. If you are a concierge, you should possess these qualities, if you are a manager you should seek these traits in your concierge team, if you are using the services of a concierge with these attributes, you are fortunate to have encountered a top professional concierge.

Curious: Concierges are curious about people, about the world, about travel and tourism. They have an intimate knowledge of their locale-the history, restaurants, tours, architecture and culture. They keep current with all pertinent information by reading newspapers, travel trade journals and speaking frequently to members of their network. Most exceptional concierges are well-traveled, know their concierge colleagues around the world, and the ins and outs of traveling to foreign locations. Many being multi-lingual are comfortable with many cultures.

Most career concierges find the constant learning process one of the most seductive aspects of their jobs. There is never a dull moment when you don't know what your next question will be. One minute, you may be finding Ox Gallstones, a highly prized cure in Asian medicine, for a group of visiting Japanese tourists and the next you may be researching the local sites of movie locations for a film aficionado.

Creative: Concierges are innovative and proactive. They anticipate guest needs and generate new ideas for every challenge. Because of their creativity, they embrace change. They look for new and better ways to operate because it is more stimulating for them and impressive to their guests and bosses. Concierges must constantly adapt to the marketplace, keep abreast of changing technology as well as the changing preferences of guests and management.

Dave Jamieson, former chef concierge of the Copley Plaza in Boston, after 30 years in the position, always said, 'Whenever I experience a management change, I redouble my efforts to demonstrate how good I can be." Dave was always ahead of the pack: he was one of the first to establish an electronic database and to have a Concierge Closet of Loan Items located at his desk.

Choose a Social Network!

The social network you are looking for is not available.


Hotel Newswire Headlines Feed  

Michael Schubach
Amy Locke
Fred B. Roedel, III
Connie Rheams
Roberta Nedry
S. Lakshmi Narasimhan
Arthur Weissman
Steven Ferry
JoAnne Kruse
Todd Walter
Coming up in May 2019...

Eco-Friendly Practices: Corporate Social Responsibility

The hotel industry has undertaken a long-term effort to build more responsible and socially conscious businesses. What began with small efforts to reduce waste - such as paperless checkouts and refillable soap dispensers - has evolved into an international movement toward implementing sustainable development practices. In addition to establishing themselves as good corporate citizens, adopting eco-friendly practices is sound business for hotels. According to a recent report from Deloitte, 95% of business travelers believe the hotel industry should be undertaking “green” initiatives, and Millennials are twice as likely to support brands with strong management of environmental and social issues. Given these conclusions, hotels are continuing to innovate in the areas of environmental sustainability. For example, one leading hotel chain has designed special elevators that collect kinetic energy from the moving lift and in the process, they have reduced their energy consumption by 50%  over conventional elevators. Also, they installed an advanced air conditioning system which employs a magnetic mechanical system that makes them more energy efficient. Other hotels are installing Intelligent Building Systems which monitor and control temperatures in rooms, common areas and swimming pools, as well as ventilation and cold water systems. Some hotels are installing Electric Vehicle charging stations, planting rooftop gardens, implementing stringent recycling programs, and insisting on the use of biodegradable materials. Another trend is the creation of Green Teams within a hotel's operation that are tasked to implement earth-friendly practices and manage budgets for green projects. Some hotels have even gone so far as to curtail or eliminate room service, believing that keeping the kitchen open 24/7 isn't terribly sustainable. The May issue of the Hotel Business Review will document what some hotels are doing to integrate sustainable practices into their operations and how they are benefiting from them.