The Restaurant Angle.

In the hospitality industry, it is widely acknowledged that hospitality extends beyond just employment – rather, it is seen as a vocation. Those who embrace this calling typically possess a dedication and passion for delivering exceptional service and creating unforgettable guest experiences. The concierge team is central to this, offering guests their expertise and care to ensure a memorable stay. Putting guests first and delivering excellence is what makes us proud to be concierges and overcome the challenges of the role.

A concierge’s duty

The prevailing belief about a service-oriented team is that their service and value lie with more administrative tasks, such as restaurant reservations and theatre bookings, or that they are reserved for the most prestigious of guests. However, this is not the full story.
Concierges provide exceptional service to guests at every level, addressing their needs with meticulous attention to detail and unwavering commitment. This is no easy task. Navigating tasks often involves extra layers of complexity for me because of my neurodiversity. However, this has shaped my approach to service and deepened my empathy and commitment to each guest. Every request, whether grand or small, is an opportunity to make someone’s experience unforgettable, especially when approached with the utmost professionalism and enthusiasm.
With an acute understanding of their locale, concierges provide valuable insights offering insider tips on the finest dining experiences, memorable activities, and places of interest. While our remit covers tasks such as bookings and arrangements at restaurants and attractions, we can also assist with more bespoke requests. From suggesting ways to elevate an anniversary celebration to managing deliveries, coordinating meetings, giving directions, addressing concerns, and arranging transportation, concierges ensure every aspect of a guest’s stay is streamlined and stress-free.
At the iconic art deco Burgh Island Hotel in Devon – we encourage guests to contact the concierge team before arrival to make use of their expertise to help plan a memorable and seamless stay.
Considering the wide-ranging role of a concierge, it is crucial to note that our service is entirely complimentary, and our insights remain impartial. In certain establishments, concierges are even designated as guest relations managers to underscore their pivotal function—whether it involves warmly greeting guests, addressing their needs, or liaising between guests and hotel staff for prompt issue resolution.

Les Clefs d’Or : key to excellence

Founded in 1952, Les Clefs d’Or, also known as ‘The Golden Keys’, epitomises concierge excellence. This esteemed association of concierge professionals now spans over 80 countries with approximately 4,000 members and is rooted in the values of friendship and service. Becoming a member is a prestigious achievement; candidates must possess substantial experience in hotel concierge roles, undergo thorough testing to demonstrate their expertise across the numerous aspects of a hotel and its locality, as well as showcase their ability to provide top-tier service.
Holding the distinguished keys is a significant personal achievement, embodying the hurdles I have overcome to reach this point. These keys are not just a symbol of excellent service, but also a testament to the resilience, adaptability, and self-belief required to thrive in the industry. They also grant access to an extensive global network of esteemed concierge professionals. This network provides invaluable resources, opportunities for collaboration, and a wealth of knowledge and expertise that can help handle the most challenging of requests. By being part of this international community, concierges can ensure guests receive unparalleled service and access to the finest experiences wherever their travels may take them.

Creating extraordinary experiences

As embodied by Les Clefs d’Or, customer service is vital in hospitality. Hotels with Les Clefs d’Or concierges boast a 30% higher repeat guest rate, demonstrating their expertise in anticipating and fulfilling guest needs with a meticulously tailored approach.
Exemplary hospitality service goes beyond meeting the physical needs of guests; it is about ensuring they feel valued and understood on a personal level. This entails creating an emotional connection through sincere interactions and thoughtful gestures. Recognising that each guest has a distinct story, preferences, and desire to be acknowledged, the finest hotels and concierge teams excel in anticipating and fulfilling their needs. Whether it is remembering a guest’s dietary requirements, drink of choice, or general hobbies and interests, the ability to cater to their individuality distinguishes exceptional concierges and hospitality establishments.

Tailoring unforgettable journeys

In a Google-searched world, nothing can replace the creativity and relationships of an experienced concierge. Whether it’s a horticultural tour with our resident gardener, a painting lesson with our award-winning resident artist or a dip in our very own Mermaid Pool, we always do our best to cater to the individual in question. At Burgh Island Hotel, we adopt the philosophy that nothing is too much trouble, and we delight in cultivating such experiences. Whether through personalised greetings and handwritten notes, or curated recommendations, our work is done with sincerity and authenticity, and a commitment to creating memorable experiences.
As touched upon, our concierge team is adept at organising various experiences, ranging from more practical activities such as sea tractor rides, fishing trips, surfing lessons, and paddleboard experiences, to more thoughtful pursuits such as artist experiences and yoga classes – while still offering valuable insights into the cultural and architectural history of this distinctive island.

Charting the path

My tip for aspiring hospitality mavericks – embrace how the challenges you face form your unique perspectives and experiences. Being a concierge is an incredible opportunity to become a part of a cabal of indefatigable problem-fixers, always ready to tackle any challenge with empathy and creativity. My journey, shaped by ADHD and Asperger’s, has shown me that with passion and self-belief, we can achieve our dreams and inspire others to do the same.
First formed in 1929, the Les Clefs d’Or motto ‘service through friendship’ underscores its influence. Aspiring hospitality professionals should embrace this ethos: prioritising empathy, forging genuine connections, personalisation, and professional development is key. In doing this, you can adopt a mindset of continuous learning and consideration, which is vital in creating an exceptional hospitality experience. Go forward and pursue a fulfilling career in the industry, and positively impact the lives of your guests throughout your journey!