The-Clefs d’Or Concierge
A role model of service excellence, whose job is to pander to tourists’ every need
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».