The Concierges: Charismatic and professionalMembers of the Society of Golden Keys
Charismatic, professional and well-groomed. These personable qualities would aptly describe the nine committee members of the Les Clefs d'or Concierge, or Society of Golden Keys who were at KDU University College, to share information about the profession of the concierge.
They were:
Mr Ragu Kumarasamy (Society's President), Chief Concierge, Prince Hotel & Residence, KL.
Mr Chandira Segaran (Society's Vice President), Group Chief Concierge, Starhill Gallery & YTL Hotels, KL.
Mr Toh Sheau Jong (Society's Secretary), Chief Concierge, The Westin Kuala Lumpur.
Mr Dinorizzam Zainal (Society's Treasurer), Chief Concierge, Crowne Plaza Mutiara, KL.
Mr Azman Ismail (Society's Public Relations Officer), Concierge Manager, Shangri-La, KL.
Mr Mohd Nawawi (Society's Public Relations Officer), Concierge Manager, Sheraton Imperial, KL.
Mr Suraj Sud (Society's Member), Concierge Manager, Mandarin Oriental, KL.
Mr Ivan Guna (Society's Member), Head Concierge, Binjai-on-the-Park, KL.
Mr. Mohd. Shahrom (Society's Member), Chief Concierge, The G City Club Hotel, KL.
Getting to know KDU's hospitality management programmes
They were welcomed by Mr. Oliver Suresh, Deputy Strategic Development Manager,
Mr Gabriel Lau (Academic Department Head) and Ms Chris Ong (Lecturer), from the School of Hospitality, Tourism & Culinary Arts (SHTCA). Mr Lau and Ms Ong delivered presentations about the various diploma, degree and MBA programmes offered by SHTCA.
Ms Chris Ong, "KDU's MBA is tailor-made forthe hospitality management personnel."
What does a concierge do?
At the lecture theatre, Mr Toh enthusiastically got the students on their feet, did some stretching, boogie a little to the left and right and massage the person in front. Then when everyone was a little refreshed, he shot them a question. "So, what work does a concierge do?"
Hospitality management students: ready to move
Toh:"Shoulder to shoulder, ladies and gentlemen."Caught by surprise after the exercise and laughter, the audience spontaneously replied, "They help guests with the luggage." "They are helpful in giving information about places."
"They will answer any questions about the hotel." While they were not wrong, they were not entirely correct either, as they soon found out.
"They will answer any questions about the hotel." While they were not wrong, they were not entirely correct either, as they soon found out.
Toh to Reza, "What does a concierge do?"Exceeding guests' expectations
"We're the Mr Know-It-All, the Mr Favourite in a hotel who wows the guests. We're 'the half human, half magician' who can whip up from under their hats, anything that a guest may need - which is humanly possible, and morally and legally right to do." Toh elaborated, "In his daily routine, a concierge strives very hard to exceed a guest's expectation, and to anticipate a guest's request through knowing the guest very well, but without making assumptions. "
The Malaysian Chapter
It was only right and opportune that with such an excellent service culture, the concierges in Malaysia should be recognised for their professionalism in delighting the hotel guests and for contributing to guests' loyal return to the hotel and to Malaysia, year after year. In this regard, Mr. Ragu explained that the Malaysian chapter of the Society of Golden Keys was thus initiated by Mr. Timothy Gan, fondly addressed as the 'Godfather'. Endorsed in 1997, it is the 34th country to join the Les Clefs d'or Concierge. Since then, the Malaysian chapter has organised seminars and training to enhance the understanding of this profession.
Mr Ragu, the President of the Malaysian ChapterThat unique factor
In providing excellent service, there is a set of behaviours and qualities that are expected of a concierge. Mr Toh was very interactive in keeping the students guessing that unique sixth sense or factor that a concierge must have other than the five senses.
"Is the sixth sense, our instinct?" one student tried.For that elusive answer, he offered two dining vouchers. Unfortunately, no one guessed it right. "That sixth factor is the 'YOU' factor; without which there will be no five senses."
He continued, "It is because of the 'YOU' factor that guests have been known to completely trust a concierge for his taste, his organisational skills, his ability to connect businessmen together, his knowledge of places to dine, shop, travel and visit."
He continued, "It is because of the 'YOU' factor that guests have been known to completely trust a concierge for his taste, his organisational skills, his ability to connect businessmen together, his knowledge of places to dine, shop, travel and visit."
I M POSSIBLE
A concierge literally has all information on his finger tips, which is not an impossible thing to do, as Mr Dino shared.
"The word 'Impossible' is not in the dictionary of a concierge. The word 'Impossible' should be read as 'I M Possible' - where any request can be accommodated, within reason. The ultimate attitude a concierge should possess will be a positive mindset with a passion for making people happy and where everything is possible," Mr Dino revealed.
Mr Dino, "Nothing is impossible."The students were also enlightened about concierges who work in different properties: resorts, city hotels, luxurious condominiums for millionaires, cruise liners, hospitals and shopping malls. A concierge at a shopping mall can command a five figure salary, they revealed.
Mr Segaran, the Group Concierge for Starhill Gallery and YTL hotels shared that a concierge can provide service for personal and luxurious shopping of the rich and famous. This is a niche market which calls for high discretion and efficiency.
Mr Segaran, the Group Concierge for Starhill Gallery and YTL hotels shared that a concierge can provide service for personal and luxurious shopping of the rich and famous. This is a niche market which calls for high discretion and efficiency.
Mr Segaran, "The niche market for concierge calls for high discretion."PR skills, diplomacy and discretion
Mr Ivan Guna meets millionaires who live in posh, luxurious condominiums in the city centre. It is an everyday matter, and he has to ensure everything in the property is in tip top condition and everything runs like clockwork. If there are complaints, he would handle them smoothly and quickly, ensuring always that condo owners are highly satisfied with the issues that have been resolved.
Mr Ivan Guna, "Resolve complaints quickly,efficiently and diplomatically."
Mr Azman Ismail, Concierge Manager,Shangril-La Hotel, KL.
Mr Shahrom, "To be a member, you must be employedas a full-time hotel concierge."
Question and Answer Session
"The dearth of lady concierges is very noticeable. Why is this so?"
To the surprise of the audience, they were informed that in Japan, it is common to have lady concierges, but not in Malaysia due to the difference in culture and the mindset of Malaysians. There have been a couple of Malaysian lady concierges who have done exceedingly well in this career, and some have moved on due to the wide network that they had established whilst working as a concierge.
"Who can apply to be a member of the Society of Golden Keys?"
You need to be above 21 years of age, a Malaysian citizen, of good moral character, and employed as a full-time hotel concierge. You should have at least five years of experience in the hotel industry (in any position), of which three years should be as a full-time, lobby-level concierge in a hotel.
Meet and greet high flying corporate leaders
There you are, you don't just meet Formula 1 ace drivers, you meet their bosses too! It's all about Service Through Friendship, and friendship through service.
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