Our on-staff concierge shares observations on his ever-changing life within the daily corporate world. Ken Alan
MENTAL
Recently, a client of mine had his own client coming into town, and he requested help in placing this individual at a local hotel within Center City Philadelphia. So, I suggested a cutting-edge and contemporary property that’s known for its comfortable rooms and a great central location.
Later, when I asked how everything went with his client’s stay, the gentle- man replied, “He said it was terrific, but there was no concierge to help with a last-minute reservation other than a front desk agent, who didn’t seem to know much about the local restaurant scene. The clerk ended up suggesting a mediocre chain operation, and - to add insult to injury - he made the booking through Open Table, right in front of the guest!”
Although this was disheartening intel, it came as no surprise. I’m used to hearing about hotel guests who become frustrated by the lack of skilled hospitality professionals working within their lodging environs.
More often than not, check-in/out is being done via a kiosk. And, when it comes to the concierge, well, let’s face it - the hotel concierge, by and large, is quickly going the way of the bellman; meaning, if you want it done - whether it’s transporting your luggage up to your room or scoring a two top at the hottest place in town - these days, you’re pretty much on your own.
There’s an app for all of that, I guess…
As I look back through my sixty-two years of being a concierge (or, maybe it’s been twenty-five - I keep losing count), I constantly see a progression of changes, some boding well for my profession and those within it, others heralding a seismic shift within the service industry’s front lines by seemingly showing me this position is becoming obsolete.
The concierge will never go away, mind you, but the profession has defi- nitely become a muddled one for sure.
While so many of my hotel brethren find Open Table and Stub Hub-like electronic tools to be a quick and fortifying way to do daily business, I personally stay clear of them (do I really need points to supplement me with free meals?), I actually find those online servers to be helpful to me, indirectly, insofar as they’re only usable when the typical request is in order. Meaning: my client may first try his app to land a table, but - good luck securing one on a busy Saturday night at, say, The Love - a super popular Stephen Starr restaurant in Center City.
His clickable failure doesn’t ensure my own success, though there is something to be said for strong relationship-building and interpersonal communication via the telephone or in person. No app can replace the relationships I’ve made with my friends at The Love.
7 8 Novemberz December2019
Sure, I’ve seen some years come and go, along with my share of col- leagues who still perform similar tasks as I do. I cannot help but notice, though, there’s very little growth within my profession. When I incorpo- rated the Philadelphia Concierge Association in early-1996, the organiza- tion had something like fifty-six members, with forty-five of them representing area hotels. Today, we have just twenty members, and only half of them work in Center City hotels. These numbers are telling, to say the least.
For those who still remain, though - we cling to this unique working lifestyle like a bumblebee to an azalea bush - knowing that as long as we’re doing our jobs while remaining savvy to the changing human and technological landscapes, we’ll remain ahead of the concierge curve.
What are some of the differentiations between now and the past? Here are some current observations from behind the concierge desk:
Change #1 - “You Are Not Your Khakis”
I’ll always remember the advent of the actual physical change to the workforce. It occurred in the early-2000s when “Casual Fridays” became the norm.
Reeling ahead, “Casual Everyday” later become the style du jour, and not just for the younger set. Now, I too find myself looking less buttoned-up, as well - not because I’m adapting to this sartorial change. Rather, it’s because some of my own clientele have told me how I’ll look more. approachable if I’m not noosed by a buttoned collar and a tie.
But the couture these days, for a large portion of my tenants, at least, can mean a Philadelphia Eagles jersey and Birkenstocks in winter, spaghetti straps and sandals come summertime. This isn’t an indictment. It’s just a fact.
Dressing nicely is becoming a fading art form. The majority of corporate folks just don’t care about impressing others with style.
Change #2 - The Landscape Grows and Grows and Grows and…
Philadelphia, like many large American cities, has gone Boom!
Whereas neighborhoods like Fishtown and Kensington - not so long ago, you didn’t venture too far into their once-seedy interiors - are now the hipster havens. The same goes for, say, the unseemly stretch of Market Street in front of the Pennsylvania Convention Center. It used to be a caustic corridor to traverse, in order to get to more enticing parts of the
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