How Hotel Ritz Madrid’s Chief Concierge Runs His Legendary Desk

Summary

In this interview, a seasoned concierge with 18 years at the prestigious Ritz Madrid shares insights about the unique aspects of the hotel and its exceptional service. The concierge highlights the importance of leadership, professional development, and building strong connections with the local community to meet guests' diverse needs. He discusses the critical skills required, such as patience, multilingualism, and stress management. Additionally, he emphasizes the evolving role of front-of-house departments in providing top-notch service, stressing the need for hotels to focus on guest experience in an increasingly competitive market.

Takeaways

• 😀 The Ritz Madrid is an iconic, historical hotel with a legendary legacy and unique ambiance that makes every guest feel special.
• 😀 Working at the Ritz Madrid is likened to attending a school, where professional colleagues serve as teachers, imparting valuable lessons.
• 😀 The Chief Concierge has a wide range of responsibilities, from managing a large team to handling guest requests and offering expert travel and local knowledge.
• 😀 Leadership is crucial in a large department like the Concierge, which oversees various roles, including bellboys, drivers, and operators, each requiring individual training.
• 😀 Strong relationships and contacts in the city, including with restaurants, museums, and guides, are essential for the Chief Concierge to fulfill guest requests.
• 😀 Being part of the Le Léo network offers valuable connections and access to regular meetings with other professionals, which benefit both personal growth and business operations.
• 😀 The only time a guest might receive a 'no' from the Concierge is when their request is illegal; everything else is handled with care and dedication.
• 😀 Key skills for a successful Concierge include patience, friendliness, stress management, and the ability to provide excellent customer service under pressure.
• 😀 To stay updated, the Concierge team regularly reads magazines and uses the internet to stay informed about the latest happenings in Madrid, including new restaurants and exhibitions.
• 😀 The Concierge team at Ritz Madrid uses social media, like Twitter, to share ideas and city recommendations, fostering a collaborative and informed work environment.

Q & A

What makes the Ritz Madrid a special place according to the speaker?

The Ritz Madrid is special due to its rich history, legendary status, and its distinctive ambiance. The hotel is described as a place where guests can feel the uniqueness of the environment, and it is considered a school for the speaker, offering an opportunity to learn from professional colleagues.

How did the speaker describe their experience at the Ritz Madrid?

The speaker described their experience as a learning journey, having worked with highly professional people who served as their 'professors.' The speaker takes pride in the fact that their team refers to them as a 'professor,' indicating the influence they have had on their colleagues.

What are some of the responsibilities of the Chief Concierge at the Ritz Madrid?

The Chief Concierge is responsible for handling various tasks such as being a travel agent, career service provider, information desk agent, and problem-solver. Additionally, they lead a large team, which includes bellboys, porters, dormans, telephone operators, and drivers. Leadership and training are key components of the role.

What role do contacts play in the work of a Chief Concierge?

Contacts are crucial for a Chief Concierge as they help in fulfilling guest requests, such as securing reservations at restaurants, securing access to museums or boutiques, and organizing activities. Strong relationships within the hotel and with the city are essential for the role.

What are the limits of what a Chief Concierge can provide to a guest?

The Chief Concierge always tries to fulfill guest requests unless the request is illegal. This is the only situation where a 'no' would be given. The goal is to provide the best service possible.

What skills are essential to being a good Concierge?

A good Concierge should have a background in tourism, speak multiple languages (especially English, French, and ideally one or two more), be patient, friendly, and capable of managing stress. They must also maintain a calm demeanor and respond to repetitive guest inquiries as if they were new requests each time.

How does the team stay updated on new recommendations and activities in Madrid?

The team stays updated by reading magazines, using the internet, and keeping track of new events such as exhibitions, restaurant openings, boutiques, and activities. The team also actively participates in city tours and shares their findings through a dedicated Twitter account.

How does being a member of Le Léo benefit the Chief Concierge?

Being a member of Le Léo opens doors to valuable contacts and opportunities. It allows the Chief Concierge to meet and collaborate with other professionals, which ultimately helps provide better service to guests.

What is the importance of front-of-house staff in the modern hotel industry?

Front-of-house staff are now more integral to the management and decision-making process, having regained importance over time. They have direct contact with guests and are essential for providing excellent service, which ultimately contributes to the hotel's success.

How does the speaker feel about the evolution of front-of-house roles in the hotel industry?

The speaker is optimistic about the evolution of front-of-house roles, noting that the industry has recognized the importance of these positions. The front-of-house staff are now more involved in hotel management meetings, ensuring that they remain in touch with guest needs and expectations.