The-Clefs d’Or Concierge

A role model of service ex­cel­lence, whose job is to pan­der to tourists’ ev­ery need

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Founded in France in 1929, Les Clefs d’Or is a Concierge As­so­ci­a­tion that boasts a 45coun­try mem­ber­ship ros­ter and more than 3,800 mem­bers. Its un­der­ly­ing motto is “Service through Friend­ship”. We asked Ciro Lauro, Pres­i­dent of the Golden Keys As­so­ci­a­tion of Ho­tel Concierges in Cam­pa­nia and Chef Concierge at Grand Ho­tel Punta Molino in Capri, to tell us about the im­por­tance of the role played by a ho­tel concierge. «A ho­tel concierge is a ‘sea­soned pro­fes­sional’ in the hos­pi­tal­ity sec­tor. He has var­i­ous du­ties, all tar­geted at cus­tomer sat­is­fac­tion: of­fer­ing ad­vice about the right choice of a restau­rant for all oc­ca­sions and mak­ing reser­va­tions, rec­om­mend­ing the trendi­est nightspots, find­ing and booking taxis, yachts, lim­ou­sines, he­li­copters and planes, or­der­ing flow­ers, rec­om­mend­ing ma­jor cal­en­dar events across the city and booking tick­ets. At the most lux­u­ri­ous ho­tels, he is the per­son to whom cus­tomers de­fer for just about ev­ery­thing, in the knowl­edge that he will serve their ev­ery need, mak­ing the im­pos­si­ble pos­si­ble, thanks to his nev­erend­ing net­work of sup­pli­ers. The motto of ev­ery Concierge is: treat each cus­tomer in the same way as if he or she were the most im­por­tant per­son in the world.

A Clefs d’Or Concierge must have a good mem­ory, al­ways main­tain a pro­fes­sional ap­pear­ance, re­main po­lite, cour­te­ous and help­ful, be tact­ful and dis­creet, fa­cil­i­tate con­tact, have an ap­ti­tude for lan­guages and a fin­ger on the pulse of the city in which he works. Fur­ther­more, he has to be con­tin­u­ally up­dated, in or­der to be able to share up-to-the-minute de­tails about the tourist and busi­ness ser­vices that the city of­fers, so as to pro­vide cus­tomers with rel­e­vant in­for­ma­tion. A true ref­er­ence point for ho­tel guests.

He wears an el­e­gant uni­form that sets him apart from the rest of the ho­tel staff: he is rec­og­niz­able by the crossed gold keys on the lapels of his jacket. He is there to help, guide and pro­vide rec­om­men­da­tions through­out your stay. Whether you have a sim­ple re­quest or a com­plex chal­lenge, he will do his best to ex­ceed your ex­pec­ta­tions be­cause his duty is to sat­isfy your ev­ery wish. Al­ways».

Ciro Lauro

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