The Concierge

One of the best things about traveling is the people you meet.

While in London, my traveling companion and I tried one evening, with no luck, to visit the beautiful Gŏng bar. Located at level 52 within the Shangri-La Hotel at The Shard, Western Europe’s tallest building, the Gŏng is London’s highest hotel bar. The Shard, designed to look like a sliver of glass, is an architectural standout near the London Bridge Station. But what really drew us to this landmark was the recommendation from several Londoners to visit at night for one of the best views of the London cityscape.

Unfortunately, the bar was filled to capacity, and we were turned away. Disappointed, we headed back down the elevator and, as we exited, were approached by Andrius Petručenia, who we later learned was the Assistant Head Concierge of the Shangri-La Hotel. He promptly escorted us back up the elevator to the bar and advocated on our behalf. With all the grace and courtesy of his profession, he confirmed after speaking with his colleagues that, in fact, the bar was full and we could not get in. He was so gracious that our disappointment evaporated, and we began talking about his profession.

Andrius wears the “golden keys” lapel pin, signifying he belongs to the acclaimed Les Clefs d’Or, i.e., the Society of the Golden Keys, the prestigious professional association of hotel concierges. The organization is based on the pillars of service and friendship. Earning the right to wear the golden keys requires extensive experience, thorough assessment (which could include oral and/or written testing plus interviews, depending on the chapter), and several recommendations. One has to only look for the crossed golden keys on the lapel of a concierge to know if this individual is one of the elites of guest services, a magician capable of producing an impossible-to-get reservation at the chic dinner spot, tickets to a show that was sold out months ago, or maybe even a doctor who will make a house call to your room at 3am.

Andrius invited me to send him some questions via email.

What are some of the questions you’re most frequently asked?

I’d say [the] most frequent question is directions. Most of our guests are international travelers and first-time visitors to the city, so they seek advice on how to get around [the] city or how to get to certain places in the most convenient way. Making reservations at restaurants is probably the second most common question. After that is anything and everything as long it is moral and legal; no request is too small or too big.

What do you enjoy about your profession? Is there something you least enjoy?

Ask any Concierge and they will tell you . . . no two days are ever the same; it is very colourful job that keeps you on your toes and is never dull. I think getting joy from helping people is what drives most of us. Least enjoy: . . . we are always on our feet so sitting down for too long in [a] meeting is not something I enjoy, but it has to be done. 

What is misunderstood about your profession?

Some people tend to be a bit shy to approach [us] and think that their question might be too small or insignificant and that we might be for the big spenders in the hotel. This is totally untrue because our services are completely free and we are there for each and every hotel guest and visitor. A lot might also think that we always expect a tip, which is again untrue. We are always grateful to receive it but certainly never expect it.

Wherever you stay, get to know your hotel concierge!
—Andrius Petručenia

What is one of the most unusual questions you’ve been asked or problem you’ve had to solve?

During [the] Icelandic ash cloud that grounded all flights in or out of London, I was tasked at 7:00 Sunday morning to find two coaches that are not older that two years, with two drivers in each, that would transport 100 passengers non-stop to Paris via Eurotunnel [to] their private jet [and to] leave [the] hotel within four hours of [the] request [being] received. I’ve never spent so much time on the phone in a single day! But I made it happen.

For you personally, is there something you keep—or have kept—that is important to you. For example, something unusual you might collect, notes from customers/clients, etc.

Once I was given silver coin by [a] wealthy Mexican guest and was told to keep it, as it would bring me luck. It did bring me luck; however, I did pass it on to my friend who needed that luck more than I did. He survived a rather bad form of cancer, and I just wished him to stay healthy.

Andrius encouraged us to visit Gŏng another night.  When we did, we didn’t get a chance to see him, but we did enjoy a fabulous drink and a spectacular view.

Have you used the services of a concierge?  What was your request? Or, is there something you wished you would have asked for help with?