To find out where it’s going let’s first explore the profession’s roots…
The Concierge – a.k.a. “The Keeper of the Keys” or “Keeper of the Candles” – originally began in the 19th century as the custodian of a dwelling, and soon after, concierges began popping up in apartment buildings throughout France and in Switzerland.
In the early 20th-century the profession became synonymous with certain grand hotels within Europe, and, in 1929, it leaped forward when a concierge named Pierre Quentin who worked at the Hotel Ambassador in Paris organized a meeting of a smattering of other fellow concierges to network and help foster their profession across their continent.
Thus, the Union Professionnalle des Concieges des Grands Hotels was born.
Soon after, a Swiss hotel concierge, Ferdinand Gillet, would go on to found the first Pan-European congress, which, in 1970, became known as Les Clefs d’Or (“The Golden Keys”). Today, this exclusive society has members in 44 countries.
Ever-lagging behind in savoir faire, the United States finally began emulating its suave European counterparts when the finer hotels in our country began adapt- ing the use of the position. In 1974, Tom Wolfe with the Fairmont Hotel in San Francisco became America’s first concierge. Soon thereafter, Holly Stiel from the Hyatt in San Francisco became the first woman concierge in the states. Together, they brought the “Golden Keys” to this country.
Today, Les Clef d’Or, USA has hundreds of esteemed members from across the country.
A unique transition began around 1990, one brought about by the deep reces-
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sion being felt throughout this country and certainly within the commercial real estate world, which was being hit espe- cially hard at the time. Some forward- thinking landlords took to the mindset of the having the hotel concierge, and in its place instituting it within their corporate environments.
Then and today, these ombudsmen (and women) share pretty much the same responsibilities as their hotel counter- parts – recommending restaurants, booking transport, obtaining retail/gift items, securing hard-to-get tickets, and handling special requests – while includ- ing other unique services, including event planning, tenant relations, and the introduction of time-saving conveniences (such as dry cleaning/auto detailing/auto repair/shoe shines) into the workplace fold.
Since Les Clefs d’Or is exclusive to hotel (lobby) concierges-only, two Midwestern corporate concierges, Sara-ann Kasner and Tom Larance, took it upon them- selves to found the National Concierge Association (NCA) in 1998 - a catch-all community for hotel and non-hotel concierges alike (namely those who are corporate, residential and lifestyle concierges).
Those last two types of positions are interesting components to the concierge world: The former (residential) provides
specialized services for condominium residents, and the latter (lifestyle) offers assistance with travel planning, transport bookings and tours.
An example of a Lifestyle Concierge: When a client of mine sought to book tickets to this year’s Super Bowl in Houston, Texas, while also wanting a private jet, a limo bus, suites at the finest hotel in the city, and invitations to hard- to-access vIP parties (including the Sports Illustrated party and the victoria’s Secret bash), I contacted my lifestyle concierge friend from Lone Star’s Celebrity Service, who worked to set up the whole shebang.
When it comes to glamor and exclusivity, certain lifestyle concierges can get what their clients want with far more expertise than a single-city representative, like the hotel or corporate concierge.
By 1998-1999 the concierge profession was in its heyday.
The U.S. economy was going gang- busters. I was booking lavish dinners at steakhouses for groups most every night of the week and organizing outrageous requests for clients seemingly on a daily basis (“A private breakfast at Tiffany’s;” “Deliver ten steak sandwiches to my client in Idaho Falls, and have them arrive hot at lunchtime tomorrow”) – the cost be damned.
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