John Coleman, concierge manager at Fota Island Resort, has been elected secretary of Les Clefs d’Or Ireland. He tells Hospitality Ireland about the Clefs d’Or ethos, his own route to it, and some of the requests he’s encountered.
This article was originally published in the Summer 2024 issue of Hospitality Ireland Magazine, in July of 2024.
Please explain Les Clefs d’Or to us.
Les Clefs d’Or Ireland is a section of a worldwide professional association of hotel concierges.
Members are identified by the golden crossed keys on their lapels. These members are an elite fraternity, globally connected, committed to professional development, and driven to setting new standards for guest service perfection.
With roots dating back to 1929, Les Clefs d’Or was officially founded in France in 1952, as a not-for-profit organisation based on two pillars: service and friendship. Before earning the right to wear the golden keys, those who aspire to become a member must have several years of experience as a hotel concierge, pass comprehensive testing, and prove, beyond doubt, their ability to deliver the highest quality of service.
As lifelong professional hotel concierges, their experience, knowledge and professional relationships make them the most reliable local experts and ambassadors of their chosen destinations.
With every member having access to the Les Clefs d’Or global network, often meeting face to face at one of their annual international congresses, there is nowhere they cannot reach or guest request they cannot deliver. No one knows the world like Les Clefs d’Or. From Berlin to New York City, Paris to Tokyo, and everywhere in between, Les Clefs d’Or concierges strive to provide nothing short of inspired service.
Why is it important to have a concierge at a hotel?
In the hotel sector, concierge services are crucial. We address issues, save visitors time, give local expertise, offer individualised service, and generate upselling possibilities. Concierges work within the hospitality industry to welcome guests and help them feel valued. We help provide these guests with information regarding facilities, programmes, and other services.
Why is it important for concierges to have their professional association? Networking is a very important part of the Clefs d’Or, and within the society, we also have an invaluable directory of business affiliates. We all work to promote each other and the property to which we are affiliated. We are lucky to have society members throughout the world.
Is it like the ‘twilight barking’ in 101 Dalmatians, where all concierges help each other to get what guests need? Absolutely. As a professional society, our primary goal is to exceed each guest expectation. Therefore, we will always work together to achieve this.
What first drew you to this industry?
It was always a dream job to provide excellent customer service, and the challenge of providing this service is something that I always find interesting and enjoyable.
What was your first big role?
I started my concierge/guest relations role in 2017, in Cork’s Metropole Hotel.
What was that like?
I started a mantra back then, ‘[that] all guests should check in as a guest and check out as a friend.’ I also believe that every guest deserves a VIP status.
What do you love about this industry?
I love working in the hotel environment, where guests are always coming for a break from reality and to get away from possible life-changing decisions or circumstances, and it is up to us all in the industry – and especially the concierge – to make sure everyone can escape this part of their lives for as long as they are in your care.
Anything that is a challenge?
No.
Tell us about some of the typical requests that you get.
Sought-after tickets for concerts or sporting events, seats at an already-full restaurant, information for the most up-to- date local attractions, getting a passport and a guest reunited – usually with very limited time left before a flight takes off from the airport.
Tell us about some of the more difficult requests that you’ve gotten.
Perhaps when a guest arrived at the hotel and had forgotten a very important dress, but we got it to her bedroom from her home with 30 minutes to spare before her evening dinner appointment.
