The Rebirth of the Concierge
On a recent trip to Florence, I made a rookie mistake: as I was putting together the last-minute getaway, I neglected to reserve timed tickets to the Uffizi Gallery and the Galleria dell’Accademia. These iconic attractions are known to sell out days, if not weeks, in advance. Consequently, I felt sheepish when I asked the concierge at Hotel Savoy, a Rocco Forte Hotel, if they could provide assistance. Twenty minutes later, I had reservations at my preferred times for both—no waiting in ticket lines required. It turns out the Savoy’s head concierge, Ruggero Vannini, always keeps a few tickets on hold.
The old-school, real-live-human concierge seems to be experiencing a resurgence. Les Clefs d’Or, perhaps the most recognized association of hotel concierges, witnessed a dip in membership early in the pandemic due to staff reductions in some hotels. However, that decline has reversed in the U.S., where the organization saw a 53 percent increase in member applications from 2021 to 2022—a trend that has continued this year.
Personalized Itineraries
“We know how to create magic,” Vannini mentioned after my stay. “If you reach out to us a few weeks before you arrive, our team can craft a personalized itinerary for you.” This philosophy holds true for guests in search of hard-to-snag tickets, a hot table at an exclusive restaurant, or even a locals-only recommendation. Nathan Goff, a concierge and president emeritus of Les Clefs d’Or USA, emphasized the personal interest of concierges in ensuring that each guest’s stay is a success. “They are not commission-driven; they are relationship-driven,” he stated.
This sort of local connection can lead to experiences that travelers might never find on their own. “We will always have the most up-to-date knowledge,” said Salvatore Bartolone, head concierge at Shangri-La The Shard, London. Bartolone has arranged everything from helicopter tours to behind-the-scenes visits to the Tower of London, uncovering hidden gems that many visitors never experience. “A skilled concierge can discover opportunities that aren’t available to the general populace—like knowing a restaurant manager who can secure a coveted table.”
While professional concierges excel at last-minute requests, providing advance notice can foster an even more memorable stay. “I encourage guests to reach out,” said Chris Gabaldon, senior vice president for luxury brands at Marriott International. “Understanding your preferences, interests, and tastes in advance allows us to arrange exclusive experiences.” For example, the team at The Ritz-Carlton New York, NoMad frequently arranges private tours of Museum Mile and prestigious art galleries in Chelsea.
Assistance Beyond Hotel Guests
Occasionally, concierges are willing to lend a hand even if you’re not staying at their property, although etiquette is essential. “We strive to assist everyone who reaches out to us,” Vannini explained. Still, mutual respect and appreciation are vital. “We prefer focusing on guests currently registered or those who will be staying in the future,” James Little, chef concierge at The Peninsula Beverly Hills, stated. “Yet, there are always exceptions. The cardinal rule is to refrain from pretending to be a guest.”
Regarding tipping, concierges assert that there isn’t a strict guideline. Simple requests such as directions or shopping tips typically do not warrant a gratuity. However, for more intricate services like rebooking a flight or capturing a special moment like a marriage proposal, expressing gratitude with a cash tip is appropriate. “There’s no set rate,” asserted Bartolone. Other concierges concurred, noting, “A gratuity is never expected but always appreciated.”
A version of this story first appeared in the July 2023 issue of iBestTravel under the headline “Keys to the City.”
