Remain focused on the guest. They are everything and all that matters when you are in service to them. Distractions are a normal challenge as the reality is we are in a hotel with hundreds of guests – each deserving of the same attention and feeling that ‘they are the only one.’ Developing to the ability to ‘walk with the guest like a long-lost friend,’ making them feel exclusive; while not neglecting the needs of others is an art form it takes years to master. The best in the world do this with aplomb!
Brute honesty. Celebrate what you know and admit what you don’t; once you do that learn it, simple to say, humbling to execute. This is the life of what we do and a necessary component as change is part of the profession; nothing stays the same. Remaining relevant is par for the course of any hotel concierge wishing for longevity. Boundless curiosity piggybacks this thought and is a huge ingredient also.
Share two of your most memorable experiences that you’ve had over the years interacting with guests while working at any property.
I had been a concierge less than 6 months, and a championship sports team showed up in need of all manner of requests; dining, nightlife, transportation, activities; and a last-minute custom birthday cake to feed an army thrown in for good measure; all departing the next day. I knew no one in terms of contacts and hadn’t developed the skill to handle that many time sensitive requests each of utmost quality, all while exercising confidentiality for each guest. I called every concierge I knew starting with my own Chef Concierge for assistance; and learned a ton from them on how to remain ‘cool’ under pressure. I met Chicago that night…in terms of ‘must have’ contacts of the moment. It was a teaching/learning moment I never forgot, and it showed the strength/togetherness of Chicago’s hotel concierge community at large.
The second; and one of the most fun: a guest needed help with a wedding proposal. He wished to take his loved one on a stroll around town, ending up at our plaza; wishing his favorite song to play as he dropped to a knee; at which point balloons would somehow appear (in their favorite color) and be let go into the sky; and a pro photographer snapping the entire thing. We met this guest via email; he had never been to Chicago/US, had no idea of logistics, and evolved his music idea to wishing for an actual musician.
So we (myself, David, Ikram) brainstormed a route that would allow them to enjoy a pleasant river stroll near the hotel – with our team acting as spotters from afar; we found and contracted with an accomplished photographer, balloon company, and musician who agreed to pose as a ‘street style’ musician along their ‘stroll route’ – that would play at the precise moment they were within earshot, this includes an alternate route in case of rain/inclement weather. Funny point, we had no idea what they looked like until the principal sent the picture, a few days out. It worked beautifully to perfection! This one celebrates the power of Concierge Desks as a team acting – moving as one vessel, AS ONE. Show me a concierge desk without teamwork, trust, and togetherness and I say this is no concierge desk but a collection of individuals in pursuit of individual glory; it shall not stand!
Travelers have a ton of options to stay at different luxury hotels when visiting Chicago, what makes the Langham so special?
Great question, in part because the ability to build magnificent hotels is literally at an all-time high. Access to materials, technology, advanced engineering makes this possible; stunning spaces have become the new norm. Here’s the key though; when you strip away star architecture, marble, gold, chandeliers, and opulent physical luxury, great people activate spaces! Without that key element you have a beautiful building with no soul, nothing more.
We are fortunate to have some of the best people in the business across departments, many being with us since preopening which says a lot; and we have fresh talent coming in. Chef Justin Gomes brings gravitas to our Travelle Restaurant which I love. His pedigree is undeniable having staged at a variety of upscale – including Michelin venues prior to joining us, so again, very exciting there. Our Chuan Spa offers fantastic body treatments with top end technicians and products, you can relax in a Himalayan salt lounge, it’s an oasis! And our jewel being our Club Lounge which boasts stunning views of both Lake Michigan, Chicago River, and of course architecture. This along with three culinary presentations, and the feeling of being pampered make Club Lounge a worthy addition to any stay. Our Housekeeping team, impossible to overstate their contribution to the hotel; it’s so much more than what we think – changing linen etc. They are true champions in facets of your stay often not noticed, but critical in importance. Lastly, most guests don’t realize The Langham Chicago has over 300 original artworks done by some of the best artists/designers in the world; Jamue Plensa, Anish Kapoor, Ju Ming, and local giants like David Klamen, and Judy Ledgerwood painted one of my favorites located on our second floor. QUALITY PEOPLE, It’s the dealbreaker!