This week, I had the incredible opportunity to work with some of the best concierges in New York City.
While I’ve often had the occasion to work with concierges while managing events programs in hotels, as an individual traveler I recommend using their service to help acclimate yourself to any new, or familiar, destination you may visit. We may live in the “just Google it” era, but there’s no substitute for the human touch.
“The thing with us is, yes, it is the Internet age but you have guests that come to you with piles of paper from their online research that you have to sort through to put them on the right track,” says Domenic Alfonzetti, chef (French for lead or head) concierge for the InterContinental Barclay. “You booked the ferry to the Statue of Liberty, it’s not a time ticket. Now you’re stuck queuing for 90 minutes or 2 hours before you can go through the security check and board the ferry. To boot, you didn’t check the weather, it’s raining, and it’s 32 degrees, or there’s too much ice on the Hudson and the boats aren’t going out! It’s always best to check with us first before you do these things,” he said.
Similar to travel agents, concierges will often get you the best rates and save you time as well. They’ll give you the lay of the land, east side, west side, all around the town. Their role as hotel ambassadors isn’t just about recommendations. Speaking with guests and establishing relationships helps concierges glean information and get regular feedback on restaurants, shows, or experiences they can’t get to themselves. They count on guest feedback to get a feel for whether or not to promote these places.
Concierges are also tapped by other sources, like travel agents, for their expertise in sourcing the best experiences within a destination. “There’s a lot of hype in New York City tourism and the concierge is all about substance, about making the discerning choice for our guests,” said Rafael Susana, concierge with London NYC.
If you’re wondering if millennials use concierge services, they do…in addition to their smartphone. “A lot of young people come down for recommendations and then double check it online” said David Rahner, concierge for JW Marriott Essex House New York. “Or they might have found what they want online but had they not stopped by, they may not get that extra bit of info that they’ll need to know about location, traffic, or the best time of day to reach a destination to avoid rush hour, construction, or some other issue that’ll ruin their plans.”
Another similarity they share with travel agents is that they experience and live the information they deliver.
Nicole Longchamp, concierge for the W New York Downtown said, “It’s about providing service. For me, it’s not work. I’m a natural explorer and when I see things and enjoy them, I share them with people. I notice things that most people don’t notice and see their importance as places of interest—from hole in the wall restaurants to the hardest table to get. My life is my work.”
“The best part is when guests come back smiling and purposefully stop by my desk and give me a report back of how great their day or night was—that’s what makes it so rewarding,” says Rahner.
Ela Orosova, concierge for Loews Regency, will happily share how her service extends beyond the desk. “Many times, we deal with helping guests recover lost items, like passports, iPhones, or other valuables. Often, it’s only through the determination and follow-up of concierges that guests are reunited with their items,” she said. Orosova knows that part of her job is to ensure that a guest isn’t worrying but rather enjoying their trip.
Alfonzetti recently taught hospitality classes for over 2,000 Super Bowl volunteers. He said he had a great time teaching, and with his warm personality, approachable manner, and killer smile, he’s a natural for this line of work. Afterward, he went on to represent the New York Concierge Association at the Super Bowl Host Committee media lounge at the Sheraton Times Square this week, where he worked with 52 fellow concierges from around the city. “Assisting the media and other guests who needed info on how to get the most out of this town has provided us a great opportunity to learn from one another and be ambassadors for the city and the state. It’s encouraging other host committees to use the untapped power of the Les Clef d’Or, the national organization, as well as the local organization of concierges.
All of the concierges I met this week have hospitality in their bones and it was a great pleasure to work and learn from them. In fact, whether you’re a traveler or a travel agent, the next time you’re staying in a hotel, if it’s not a regular practice for you, take the time to introduce yourself and ask for their assistance in turning you on to something you don’t have on your itinerary.
In the meantime, here’s an opportunity to meet Domenic Alfonzetti and hear about some of the sweet things he has in store for visitors to New York City (YouTube clips are sometimes temperamental, so if you have any issues viewing the video then just click here):