Hospitality Students from Queenstown Resort College and New Zealand Les Clefs d’Or Members welcome delegates to the 60th UICH Congress at the airport with the “Kia Ora” (welcome) spirit.
The hospitality industry's leading "Ambassadors of Service", professional concierges representing the top hotels and resorts in the world, celebrated 60 years of exceptional service, memorable guest experiences and the rich history of their global network at the annual Congress of Union Internationale des Concierges d 'Hotels (U.I.C.H.), held for the first time in Queenstown, New Zealand. Known for setting the highest standards of guest care, over 300 Les Clefs d'Or ( translated as ‘The Keys of Gold') concierges, from almost 50 countries, focused on global hospitality trends, innovation in social media, evolving guest preferences and experiences and the future of the concierge profession. Robert Gaymer-Jones, Chief Executive Officer, Sofitel Worldwide, delivered the keynote address and reinforced the value leading hoteliers continue to place on the Les Clefs d'Or brand. He noted that the Sofitel luxury hotel network features 75 Les Clefs d'Or concierges, including immediate Past President UICH, Virginia Casale from the Sofitel Montreal, Golden Mile.
Robert Gaymer-Jones, CEO, Sofitel Worldwide, saluted by Virginia Casale, Immediate Past President UICH, after his keynote address.
Mr. Gaymer-Jones highlighted the intimate, unique and authentic face-to-face relationship and service the Les Clefs d'Or concierge delivers and spoke of the entrepreneurial style of the experiences they create. He also shared Sofitel's strategy to enlist great designers, architects and artists to produce a collection of addresses that share the French lifestyle around the world with newer labels such as Sofitel Legend and Sofitel So. The Congress education platform attracted top hotel and hospitality executives to address how Les Clefs d'Or plays a role in their brands and the powerful potential of the concierge in guest service, social media and internal operations. These global hospitality leaders included Roger Paull: Vice President, Global Brand Management, St. Regis Hotels and Resorts, Andrea Torrance: Vice President Rooms, Fairmont Hotels and Resorts, Rebecca Hawkins: Global Manager, Brand Management and Concierge Programme Manager, InterContinental Hotels and Resorts, T. Markland Blaiklock, Senior Vice President, Sofitel Asia Pacific, Patrice Monti: Vice President, International Herald Tribune and Sophia Lundberg: Vice President and General Manager, Global Consumer Travel and Lifestyle Servicing, American Express Europe.
Kim Atkinson, VP Forbes Travel Guide & Startle.com with Michael Romei, UICH International General Secretary
Kim Atkinson, Senior Vice President for Forbes Travel Guide, showcased the launch success of Startle.com, the online home for Forbes Travel Guide and the global imprint of Les Clefs d'Or as featured hospitality experts for reviews, ratings and insights on the site. Jeffrey Wielgopolan, Director of Learning and Development, Forbes Travel Guide, provided insight on behaviors of stellar concierges and what it takes to meet Forbes Five Star standards and expectations. Beatrice Faumuina, Five Time Discus Gold Medalist from Auckland, New Zealand, closed the program with an inspiring message about "Winning Gold" and her own journey and the constant commitment to excellence by those who have earned the Keys of Gold, the Les Clefs d'Or concierges.Emmanuel Vrettos, newly elected UICH worldwide president and Chef Concierge, Hotel Mistral, Athens-Hellas (Greece) presented his inaugural address and noted, "We have made great progress as a social and professional partner on an international level in Tourism and will continue to increase our presence in Tourism Schools around the world to educate and motivate the new generation of concierges. In fact, local hospitality students from Queenstown Resort College assisted in all efforts throughout this Congress." Mr. Vrettos reinforced Les Clef d ‘Or's commitment to "enrich significant and exceptional roles to the hospitality industry and to uphold the highest levels of guest service and experience."
Emmanuel Vrettos, newly elected UICH International President
Each hosting city and country go above and beyond to show all that the area has to offer as Les Clefs d'Or delegates go back to their cities and impact future destinations, referrals and activities of their guests around the world. During their stay in Queenstown, international delegates were welcomed by Queenstown Mayor Vanessa van Uden. Traditional dancers presented the Maori welcome of "Powhiri" and all the concierge guests received a "greenstone" or "poanamu", a stone found only in New Zealand, to keep them safe during their travels. "Since Queenstown is considered the ‘Adventure Capital of the World,' our organizing committee worked very hard to showcase those adventures along with our spectacular scenery, people, restaurants and landscapes.", said Congress Chairman, Franz Staufer, President of Les Clefs d'Or New Zealand and Group Executive Concierge of Blackstone Group Auckland. Highlights included visits to the historic gold mining history of Arrow town, award winning wineries in the Gibbstown Valley and some of the most recognized scenic backdrops used for movies such as "Lord of the Rings" and "The Hobbit". Many concierges experienced the world's first bungy jump at AJ Hackett and plunged 43 meters off the Kawarau Bridge.
Franz Staufer, Congress Chairman, overlooking the Remarkables mountain range
"Our final night Gala Dinner was held at the Skyline Gondola Restaurant, overlooking the majestic Remarkables mountain range," noted Mr. Staufer. "Our international network comes to life at this event as delegates wear the traditional costumes or dress from their countries and we truly celebrate our global heritage and our service through friendship."
Valencia Albuquerque, Four Seasons , Delna Bhumgara, Trident, from Mumbai , India and Kathrin Beulshausen,East Design Hotel Hamburg, Germany
Considered the service elite in leading hotels and resorts in over 50 countries, Les Clefs d'Or hotel lobby concierges are often considered "the brand within the brand". It is estimated that the almost 4000 international members serve well over 126 million hotel guests each year and represent the top three percent of the overall concierge profession in the world. Les Clefs d'Or (pronounced "lay clay door") is French and literally translates as 'keys of gold". The foundation of the association can be traced back to 1929 at the Hotel Scribe in Paris, where a small group of French Concierges met with the intention of working together for the benefit of their guests. Several similar groups evolved around Europe and the International Association was formed in 1952, when 9 countries met in Cannes, France and formed The Union International Portiers des Grands Hotels. To obtain the coveted title of a Les Clefs d'Or concierge, candidates must have five years' exemplary service and face rigorous examination before being awarded the coveted Golden Keys which are worn on the lapels of a concierge's jacket. The award of the Golden Keys brings prestige on the recipient and the hotel they represent. Next year's 61st UICH Congress will be held in Kuala Lumpur, Malaysia.
Les Clefs d’Or delegates from Korea and Japan with Virginia Casale, UICH Past President and UICH Honorary Member, Roberta Nedry, President, Hospitality Excellence
For more information visit www.uichlesclefsdor.org.
About the Author
Roberta Nedry is President of Hospitality Excellence, Inc., leaders in guest experience management. Ms. Nedry has developed a unique 3D Servicesm methodology to take guest service to the next level. Her firm focuses on guest, customer and client service, the concierge profession and service excellence training for management and frontline employees. To learn more about Hospitality Excellence programs, exceptional service and the new 3D Servicesm Online training program – a New Dimension in Service Excellence, visit www.hospitalityexcellence.com
Ms. Nedry can be contacted at 877.436.3307 or roberta@hospitalityexcellence.com.
