Given all the talk about apps that can do everything , including sing you a lullaby , would you please share your thoughts on the value of human interaction as it relates to delivering a richer , better experience ?
This is a question we hear a lot recently . Our profession has changed tremendously and we talk a great deal about staying relevant as a concierge , however , I have to say that our guests are looking for “ the human touch .”
The reason why concierges are a vital part of a guest ’ s hotel experience is the fact that during our interactions we are able to engage with the guest . The job of a concierge is not only to know the city but also to understand what our guests are looking for . A concierge has to be able to “ read ” a guest , to find out in a very short amount of time what this particular guest in front of us needs in order to make our recommendation special for her or him . Nowadays , everyone is looking for a distinct experience and while we take the time to understand what this means for each and every guest , we also want to add some unique touches to “ wow ” them . I am proud to say all concierges at my desk are members of Les Clefs d ’ Or which is the only national organization of hotel lobby concierges . The crossed gold keys are the symbol of the organization and they show the guest they are dealing with an experienced concierge , dedicated to providing excellent service .
How has the pervasive use of mobile devices changed the way you craft personalized service ? What do you like about it ?
Our profession has changed tremendously since the increased use of mobile devices . In the past , most guests would come to us asking for restaurant recommendations and let us make the decision for them . Today , our guests are more educated in regards to what there is to see in the city or which restaurants they feel inclined to go to , though often times , it becomes clear that what they feel they “ need to do ” in the city is not exactly what they might enjoy . And that is where our job starts : to explain the experience and to ensure that what they end up encountering is truly exceptional . We all love the tools we have today because it is incredibly educational and we have everything at our fingertips .
In September , fashion lovers will embrace nirvana in the form of New York Fashion Week . How does The Ritz-Carlton New York , Central Park plan to fan the elevated spirit during this much-anticipated ritual ?
Fashion week is always an exciting time in the city . We have a number of guests who are attending and we always make sure they know they can see the Concierge for tickets , beauty , salon , and personal shopping services . During last Fashion Week , we collaborated with our sister hotel – The Ritz- Carlton New York , Battery Park – for an ‘ Uptown to Downtown ’ package which included accommodations at both hotels , transportation , and more specialties perfect for the fashion enthusiast , which we plan to offer again this September .
By and large , today ’ s affluent traveler craves unique , authentic dining that connects them to local culture . During the crisp fall season , how will The Ritz- Carlton New York , Central Park satisfy this craving ?
This is truly what we do every day and what we are all passionate about . Every traveler has a different understanding of what local culture means to them : some may be looking for neighborhood restaurants and off the beaten path experiences , some want to experience upscale restaurants prominent New Yorkers frequent . It is all in the eye of the beholder and it is the Concierge ’ s job to find out what this means to every single guest . At our restaurant , Auden Bistro , our talented culinary team cultivates this craving by curating a seasonal menu based on local and regional ingredients and creating a reimagined French bistro experience .
Finally , as the weather cools and cozy sweaters give way to fluffy coats , how will The Ritz-Carlton New York , Central Park cultivate hygge , the Danish art of relaxing happily in the moment ?
In New York , every season brings different exciting venues : Opera seasons starts , the leaves are changing in Central Park and outside the city , new Broadway shows open , and , of course , there are always new restaurants you can experience . But you can also stay in and enjoy our Afternoon Tea in The Star Lounge , book a massage at our La Prairie Spa or take a private carriage ride through Central Park . The possibilities are endless and our Concierge is happy to arrange anything you might need .
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