Mr. Hospitality The Peek-A-Boo Lounge at the Tropicana in Atlantic City NJ EVENTS January • February 2018
Executive Retreats Unique & Outdoor Spaces Creative Catering & Dining
In early- 1994, I was fortunate to land my dream job: Corporate Concierge.
Back then, among the other indus- try collater- al my pred-
ecessor received, Mid-Atlantic Events Magazine would also arrive bimonthly, so I had inherited her subscription.
i d Mid Atl
Soon enough, I would soak up each issue, as I learned as much as I could about the meetings trade. During that time (just like today), everyone I had met along the way would always men- tion Jim Cohn to me: “You’ve got to meet him.” “Jim’s The Man.” “He’ll do anything to help others in the industry.” “He’s Mr. Hospitality.”
Sometime in September 1996, I picked up the phone (email was still a year or so away in the workplace) and I called Jim. “Uh, hi. You don’t know me, but everyone is saying we should meet and…”
“Sure,” Jim responded amiably. “Let’s get together.”
We’ve been best friends ever since.
The funny thing about Jim is that you who are reading this can probably say the same things about him - he’s just the guy to know in the biz. He’ll do anything to help you. And I have little doubt he’s your best friend, too.
The Takeaway: Twenty-two years later and nothing’s changed. Jim’s still Mr. Hospitality. He’ll still do anything for me. He’s still my best friend in the biz. And yours.
The Queen of the Concierges
Back in the early ‘90s, when I was the guest services manager at the Stouffer Valley Forge, I would read articles in the newspaper about a certain concierge in Philadelphia - “the city’s first” - a kindly woman who immediately inspired me. She was considered the Queen of the Concierges.
One day, I mustered my courage and called her. I was dying to become a city concierge and figured that she - more than anyone else in Philly - would be able to assist me; maybe even mentor me.
As the director of guest services for the hotel, I was eligible to join the concierge association she was presiding over. When we finally did meet, I was greeted cordially by her. Yet, most of the other big city hotel concierges of that time wanted no parts of me, because (gasp!) I worked in the suburbs and not in the city.
One night, I was attending a concierge event held at a department store. As I mingled with my peers I saw my new friend consorting with the public rela- tions rep who had invited me there. The two somehow seemed like they were conspiring against something - or someone. Not long afterward the rep beelined over to me, requesting I leave. “Why?” I sputtered. “Because you are not a real concierge” was her reply.
Grandmotherly on the outside yet mean-spirited within, she had baited me with kindness while speaking poorly about me at every turn, as I soon found out. I thought I was her friend. She apparently thought I was a fraud.
I won’t deny I was crestfallen at her black-balling of me. “Isn’t a concierge supposed to help others?” I thought to myself. No, that honor was bestowed upon her guests and not toward unwor- thy peers such as myself.
The Takeaway: When I finally landed my current job, I swore to myself: I will never, ever turn someone away when they ask for professional help - no mat- ter who they are or where they work. [For any of you who are trying to break into the hospitality field - try me! I prom- ise I will ALWAYS give you the time you deserve.]
Fran (it rhymes with Can)
Meanwhile, there’s another concierge who is my absolute hero. Her name is Fran Nachman. She’s the lead concierge for the Sonesta Hotel in Philadelphia.
Fran didn’t become a concierge until she was in her mid-50s. She had very little hospitality industry experience at the time.
In just one decade, Fran rose through the ranks of the local concierge associ- ation to ultimately become a president of the group. Today, she’s as active as ever. And unlike The Queen - who was too insecure to take the time to guide others along (even though that’s what we do as concierges) - Fran has always mentored dozens of young people over the years.
The Takeaway: Fran showed me that being a concierge means giving of yourself instead of taking for yourself.
Philly’s Own “St. Nick”
Philadelphia Eagles backup QB Nick Foles.
The Takeaway: He brought happiness to a city that’s really, really needed a championship for far too long, and because he is responsible for making Hell freeze over!
Ken Alan is a corporate concierge for CBRE. He is the founding member of the Philadelphia Area Concierge Association and the lead restaurant reviewer for Main Line Today.
ken.alan@
cbre.com
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