The Concierge Mentality: Defining the Role of the Hotel Concierge
By Sara-Ann Kasner Owner, Concierge Services by Sara-ann LLC | December 22, 2013
Going back a few centuries to the time of castles in France, the concierge was the individual who held the keys to the castle rooms and looked after the needs of visiting royalty. Henceforth the correct meaning of the title; "The Keeper of the Keys."
Advancing this tradition of ancient hospitality forward in time, European hotels began featuring concierge services in earnest about the start of the 20th century for their wealthy guests. Everyone quickly came to understand that the concierge was engaged in making guests more than just comfortable; he or she would deliver a stellar level of personalized service.
This basic hotel service is now an institution and has carried over into many facets of our business world. Indeed, the key itself is still used today to symbolize the concierge's level of knowledge, connections and service expertise.
The 'Wow' Factor
In today's world travelers and residents alike have come to know that using a concierge service results in the facilitation of any request as long as it is legal, ethical and within our power to fulfill. Going one step further, concierges have been known to provide a "WOW" factor on a frequent basis. We've all heard the stories of a concierge making arrangements for a gentleman to propose to his girlfriend in an Alfa Romeo with a full orchestra playing in the background on a beach in south Florida. In my years as a concierge I have had my share of unusual requests.
A few instances that come to mind are making the arrangements for a fully decorated Christmas tree complete with wrapped presents awaiting my client's arrival in a hotel room in Rome (a last minute business trip resulted in his wife and daughter accompanying him there so they could spend the holiday together).