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One of the expected services offered by luxury hotels is the concierge and it has become a recognized profession. Les Clefs d’Or, which means Golden Keys, has over 3,000 professional concierge members, all with proven track records of making the impossible happen.

Some in the travel industry predicted that with the prolific information available on the Internet at our fingertips, a concierge would soon be a relic of the past, but apparently not so. President of the US branch of the Clef d’Or, Jeanne Mills, sees their role as more essential than ever. “Guests are seeking the guidance of concierges now to help them filter the barrage of information and to seek personal insight.”

Claudette Breve, concierge at the Ritz Carlton in New Orleans has no fear of being replaced by an Internet search engine. “Does a computer have a personality and charm or hands-on experience? I’d say no. Can a computer get you courtside seats for playoffs or a front-row seat at a sold-out concert? That’s the difference between a computer and a concierge“, she comments.

Although many of the questions she faces on a daily basis are mundane, such as “How do I take the streetcar?” or explaining the difference between Cajun and Creole cuisine, her skills are truly honed when challenged to provide the impossible.

“If it’s not illegal or immoral, we’ll do it,” said Rudy Rasmussen, concierge at the Ritz-Carlton in New Orleans. He cites many misconceptions about the role of a concierge. “We’re approachable, and we’re not snobs!” he says as he tries to let guests know that he is available to do more than just hand out maps and make reservations, important as those tasks are. Although many guests shy away from using the concierge fearing a large tip is required, he feels that this should never be the case. Tipping is at the guest’s discretion, in line with the magnitude of the request being made.

by Gillian

Michael Fazio’s newly published book about his job as concierge of a luxury hotel has opened up a hornet’s nest of similar bizarre stories. Apparently, we hotel guests make some very strange requests at times.

According to his book Concierge Confidential, Fazio tells of the practical problems of preparing a bathtub of chocolate as one of his most creative moments. The lady in question was delighted with the romantic gesture, but apparently only dipped her fingers in. However, it took a hotel engineer to drain the tub!

Concierge Karron Cook at the W Los Angeles-Westwood lists the most common request is for Lakers match tickets, and for those prepared to spend four figure sums that’s no problem, she says. She has also arranged romantic wedding proposals such as seating a couple at the outdoor restaurant as a skywriter wrote, “Will you marry me, Lisa?” in the sky. (BTW, she said yes to her boyfriend, not the pilot!)

In Vegas, head concierge of the MGM Grand, Jeanne Mills, was asked to create a “Pretty Woman” experience for a girlfriend who was whisked on a shopping spree to the Forum shops before being ferried out to Red Rock Canyon for a champagne picnic and proposal.

With an attitude of “the difficult is done at once, the impossible takes a little longer”, the Director of Romance was asked to make the private plunge pool colder for a guest at a luxury hotel in Mexico’s Cabo San Lucas. She trucked in ice and put huge chunks in the pool until it cooled to the desired temperature.

Frank Laino, head concierge at The Stafford in London has gone beyond the call of duty for guests requesting prime show seats or a table at a fully booked restaurant. He even organized a tailor to make tweed suites for visiting greyhounds and arranged for a guest to see the Vermeer paintings in Buckingham Palace. For his trouble, he has been voted Top Concierge by Luxury Travel Advisor magazine.