Behind The Scenes Of Being A Personal Concierge

by Jessica Festa on

You see these people every time you go on vacation. They plan your nights out, deliver your messages and go to great lengths to ensure each guest has a wonderful stay at their hotel. Have you ever wondered, however, what goes on behind the scenes for a personal concierge? To help give people an idea of what the job is really like, Michael Romei, the head concierge at The Waldorf Astoria/Waldorf Towers, has been kind enough to answer some personal questions based on his 18+ years of experience.

What does being the head concierge at The Waldorf Astoria and Waldorf Towers in New York entail?

I ensure each guest that walks through our doors receives first-class, luxury service, which can include anything from ensuring the right climate control in your room to coordinating an extravagant event or night on the town. I have been the man behind proposals, birthday celebrations, anniversaries and first-time visits to New York. I’m one piece of what we call True Waldorf Service, a service standard and commitment that delivers the utmost experience that begins at the time you book your trip.

What is the most unusual request you’ve ever received from a guest?

I once worked with a guest from a high profile family from central Africa, opening a bakery in Ethiopia. She asked me to help her purchase kitchen and pastry equipment that could be shipped to Ethiopia. I got to know the guest as she stayed with us for six weeks and made sure she got everything needed to open her bakery. One day, I hope to take a trip over to see how the bakery turned out.How many requests do you receive per day?

I receive approximately 150-200 emails per day. I do not know the number of telephone calls, but I would say it’s probably 50-100. Naturally, not all are valid requests, but very often simple questions, which could be answered quickly. On average I handle about 30-50 requests per day; again this varies tremendously from a simple private car booking to restaurant bookings to very lengthy and elaborate planning. Due to the nature of our guests and the luxury service provided, there are several guests who ask me to recommend or even assist them with planning worldwide travel. I once had to run to a traveler’s bookstore to purchase something for a guest. I was in my uniform with name tag and Les Clefs d’Or keys and a customer noticed me and said, “Oh my God! The chief concierge of the Waldorf is here. Can I ask you for your recommendation of where we should stay when we visit the Amalfi Coast?”

What is your favorite part about the job?

My passion, energy and drive is really about pleasing others and creating an unforgettable and memorable experience. I also enjoy being very curious and investigating new and interesting ideas and places in our city that I know our guests would want to know about. Recently a guest actually asked me where I lived. When I mentioned that I live in the same neighborhood just a few blocks away from our hotel, they wanted to then know more from me as a local in the neighborhood and actually asked me which way I walked to and from work and what my favorite places were along the way.

What are the true rewards of your job?

Knowing for sure that I made such a difference in someone’s life and/or experience of their visit. There are numerous examples, but one that you might find significant. A group of guests in wheelchairs were here from Germany one year to actually participate in the “Special Olympics.” They asked me if there was any way they could experience a typical New York City disco club at night. Of course it meant that there had to be something nearby that was also wheelchair accessible. I actually found a club just a few blocks away and escorted the guests myself in their wheelchairs down the street and called ahead to have the manager and security of the club meet and greet them to avoid any waiting in lines of delays at the door. They were absolutely thrilled and said it was a trip of a lifetime!

What is your least favorite part about the job?

My least favorite part of the job is when I cannot deliver and I know a guest is disappointed. However, I always try to compensate in some way by sending something to their room, a floating flower petal, chocolates, their favorite book or a very nice card. Most of the time it really involves a restaurant that really is completely booked and they just cannot add another table or accommodate. I have personally gone to all of the major restaurants to introduce myself to management and staff and several of the top 10-20 restaurants. I have cultivated relationships with the managers and maitre d’ in order to assist with special requests and sold out situations. In spite of this, there is sometimes a certain evening that they just cannot make exceptions. It doesn’t happen often, but every once in a while.

What kind of in-room surprises can you provide?

We have done it all from providing a family with movies and popcorn or updating room floral arrangements daily, to the more elaborate such as decorating a room for a child’s first baseball game or setting up for a romantic marriage proposal. I have arranged for near life-size chocolate figures to be in the room and even for an American Indian to perform a “bow and arrow ceremony” in a guest room for a family during Thanksgiving. If there is something you want in your room or if there is something we think you will truly enjoy, we do our best to get it there.

Is there anything you’re not allowed to do?

We make every effort to fulfill all our guest’s requests, and they’re generally all very reasonable. If we can’t make something happen, we still work to ensure the guest has a great stay.

What types of guests tend to be the most difficult?

Every guest is different, but that’s part of the fun of this job – understanding or intuiting what people need and going above and beyond their expectations. One of the key characteristics of a good concierge is having this type of intuition, which allows you to make a right match. The match is knowing the customer from communications, interaction, questions and then matching them with the right selection such as a restaurant, Broadway show, concert, shopping or tour.

Have you ever served a famous guest?

I have served several famous guests, however, just like all our guests at Waldorf Astoria Hotels & Resorts, privacy is always top of mind.

Are there any new technologies you employ on the job?

As part of True Waldorf Service, we rely on a consumer relationships management system that connects our True Waldorf Service personnel to our luxury clientele with ease and helps us to coordinate services and requests.

Do you get any free or discounted perks for being a concierge?

Information about gifts, commissions and tips cannot be disclosed.

Bluetooth Zombies Stalk Our Travel Spaces

by Dave Seminara on

If you’re a frequent traveler you’ve seen them. Unlike real zombies, they don’t just come out at night; they stalk airports, hotel lobbies and various modes of public transport everywhere. They’re Bluetooth zombies, roaming our travel spaces, spewing words forth, loudly, into our public spaces.

This morning, at a business class hotel in the Midwest, I had breakfast next to a woman who spent her entire breakfast, and mine too, making a series of hands-free calls loud enough for the entire room to hear. I’m not sure why, but there is something about travelers who are constantly on the phone as they walk through airport corridors, eat their breakfast at the hotel or stand in line at the car rental counter that is disconcerting to me.At first, you hear them talking but see no phone and wonder if they’re talking to themselves or someone else in the vicinity. How are these folks any different than any other travelers who walk around using mobile phones? It might be my imagination, but it seems like they tend to talk louder in public spaces than normal callers. I’m not sure if this is because they’re overcompensating for the fact that they aren’t directing their voice into a device or if they only seem louder because their voice booms out into the air, rather than into a device.

Also, Bluetooth zombies are more empowered to multitask, since they aren’t using their hands to hold a phone. This means that many think nothing of continuing their conversation while ordering their coffee or meal at the airport, checking into or out of a hotel, renting a car and so on. Some businesses, like Arinell Pizza in San Francisco, refuse to serve people who are talking on Bluetooth devices, and I don’t blame them (see their illustration above).

If you have to physically hold a phone, it’s a bit more cumbersome to be taking your food tray, digging into your wallet or purse for ID, credit cards or money and the like. The Bluetooth zombie is free to keep talking, oblivious to the world.

I know that business travelers have to make calls while on the road to earn a living. I worked in sales for a time right after college, so I know how that goes. But I think this particular piece of technology, while perfect for making calls in a car, is a bit of a scourge in terms of inflicting noise into our public travel spaces.

If a traveler plans to make a longish call, or a series of calls, why not go to a spot in the airport with some privacy rather than doing so seated, in a crowded area, right next to a variety of other travelers waiting to board their flight?

Virgin Atlantic is already allowing in-flight phone calls on at least one route, and according to CNN, in-flight calls are going to be par for the course everywhere soon. That might seem like a frightening development, but there are two rays of hope. First, the calls will be expensive, so hopefully people won’t talk that much, and second, people are talking less and texting more anyway.

Some young people are barely capable of conversation, while old-school business travelers use new technology to inflict noise on the rest of us. But why is it that a traveler having a loud conversation on the phone seems more intrusive than two people having a face-to-face conversation at the same volume level in the same space? I have no idea, but there’s something about the army of Bluetooth zombies that march through our travel spaces that rubs me the wrong way.

[Photo by Disrupsean on Flickr]

Vagabond Tales: Dodging Toxic Gases And Peering Into The Center Of The Earth

by Kyle Ellison on

“You see that smoke?” asked Andreas. “Tell me if you see the smoke.”

Gazing towards the thin patch of smoke emanating from the icy summit, our group of volcano-climbers nodded in silent agreement.

“That smoke is very important,” he continued, his rapid-fire speech laced with a strangely casual lilt.

“Why?” inquired a British climber, his attention focused on cleaning his fingernails with the tip of his shiny new ice axe.

“Why?” scoffed Andreas. “I tell you why. Because that smoke will kill you. Right now the wind is ok, so we climb.”

“But what if the wind switches towards our direction?” chimed in a spunky, yet suddenly concerned Australian girl.

“Then you go to the ground, dig a hole in the snow with your axe, place your nose and mouth in the hole, and then you breathe into the snow. When the smoke passes, we climb.”

With that Andreas popped his water bottle into his backpack and continued forging his way up the mountainside, our intrepid and no-nonsense guide for climbing active Volcán Villarica on the outskirts of Pucón, Chile.

%Gallery-161699%At 9,341 feet, not only is the volcano covered with snow for the majority of the year, but it’s also one of only five volcanoes in the world to house an active lava lake at the summit. Plus, you can ski or snowboard down Villarica during many parts of the year, and the ability to say that you’ve snowboarded from the summit of an active volcano is an adventure simply too good to resist. Noxious fumes of death be damned, this is an outing unquestionably worth taking.

The trail up Villarica, however, isn’t exactly for the faint of heart. Carving our way up the mountain with the spiky tips of our rented crampons, the azure and shimmering lakes, which comprise the Lake District, gradually begin to fade in size beneath us.

“Over there,” points out Andreas, using the tip of his ski pole to gesture towards the horizon, “is the volcano Lanín. Beyond that, Argentina.”

A stiff wind whips up some loose snow and swirls in my face as I peer down the spine of the Andes. Considering this is the side of an active volcano, the overall hike thus far has been remarkably and unexpectedly cold. There’s something about a lava lake that’s covered in ice that just seems to defy some laws of nature.

Moving further up the flank of the mountain the weight of my pack gets heavier at about the same rate that the air gets thinner. Luckily, I’m no longer carrying a snowboard on my back as my wife opted to ride back down from about 3/4 of the way up the mountain due to a pestering pain in her hip. Sure, she was going to miss out on peering into the crater, but I’m venturing a guess that she’s warmer and breathing easier than most of us up on the mountain are.

With only a hundred vertical feet to climb to the summit, the cheeky Brit is leaning heavily on his ice axe while the spunky Australian removes her gloves to blow on her fingers. Just above them, Andreas slowly chews on a granola bar and jokingly tells the Brit to man-up. This is the sixth day in a row that Andreas has climbed the mountain, the weathered red of his eyes revealing a tiredness his fit body easily conceals.

Behind all of them a plume of smoke rises steadily to the sky, the slightest rumble of the Earth evident beneath our frozen feet. Though the mountain hasn’t experienced a major eruption since 1971, the threat of it waking up is a very real possibility. Should that moment be in the next thirty minutes, no amount of digging holes in the snow would do anything to save us.

“You ready?” Andreas impatiently inquires of the Brit. “We go the top.”

And just like that, with another ten minutes of pushing through the relentless wind, our haggard troupe of volcano climbers stands atop the mighty Villarica.

Something, however, is noticeably absent – the lava lake. Where on Earth is the lava lake?

Anticipating our question Andreas jumps into action.

“The lake level is very low right now. You cannot see. Do not go inside the crater. You go in there you die.”

With no more explanation Andreas excuses himself to take a high-altitude bathroom break, leaving the rest of us to gaze into the steaming abyss and wonder if the hole really goes down into the center of the Earth.

Furthermore, although you might not expect it, attempting to NOT walk into a venting abyss is not an easy thing to do. Like Frodo Baggins holding his ring, the open gap in the mountain speaks to you in demonic whispers and entices you into its depths.

“Come closer, now closer, just one more step … “

Despite everything in your senses telling you to not walk a step further, the open caldera gives the illusion that just a few feet further will give you a view into the center of the Earth. You don’t know why, but you can’t, stop, inching, closer.

“Yes, yes, bring me the precious … “

My foot loses traction on a patch of ice and sends a scree slope of pebbles shuttling down into the steaming abyss. In the profound silence at the top of the mountain it’s possible to hear the rocks as they bounce their way into the darkness. Softer, softer, until the sound finally fades away.

I grip my ice axe and watch shapes dance in the rising smoke. Then, as quickly as it vanished, reality once again returns to the moment. What am I doing here? Why are you standing on the edge of an active volcano? Why are you trying to climb inside? Why aren’t you down at your hostel eating a parilla of freshly grilled steak and sipping on bottles of Chilean red wine?

Taking one last look into the magnetic abyss, and another to peer south towards the horizon and Patagonia, I tighten the earflaps of my alpaca wool beanie and step back from the brink of the ledge.

There are more adventures waiting at the bottom of the mountain anyway, and while the view from this perch is nearly impossible to beat, the summit of this volcano is admittedly short on wine.

Want more travel stories? Read the rest of the “Vagabond Tales” over here.

Waterfall Skyscraper To Power Rio And The 2016 Olympics

by Jessica Festa on




While the 2012 Olympic Games haven’t even finished yet, planning for the 2016 Games in Rio de Janeiro, Brazil, has already begun. And, one designer has dreams of taking solar power to new heights.

According to Digital Trends, Zurich-based RAFAA Architecture & Design wants to design an energy-generating waterfall skyscraper (shown above), that will not only power the Olympic Village, but also the city of Rio.

“It is less about an expressive, iconic architectural form; rather, it is a return to content and actual, real challenges for the imminent post-oil-era,” the firm says on their website. “This project represents a message of a society facing the future … Our project, standing in the tradition of ‘a building/city as a machine,’ shall provide energy both to the city of Rio de Janeiro and its citizens while using natural resources.”

Looking for some adventure with your ecotourism? The structure includes a bungee platform at level 90. Moreover, on special occasions water will be pumped over the sides to create an actual waterfall.

India Imposes Temporary Ban On Tiger Tourism

by Jessica Festa on

The Supreme Court of India has placed a temporary ban on tiger tourism, closing India‘s tiger parks indefinitely as they look into a claim that ecotourism is having a negative impact on the habitat of this endangered species.

The government has been trying to create positive changes in the industry for months now, taking the welfare of these animals very seriously. In fact, six states that did not comply with the count’s April mandate to identify core and buffer zones of their tiger reserves were fined 10,000 rupees (about $178).

According to the World Wildlife Fund, India is home to 1,706 tigers – the world’s largest population. However, the number of tigers has decreased from more than 100,000 in the beginning of the 20th century, due to poaching and habitat encroachment.

So, why is this happening? Toby Sinclair, vice president for the Ecotourism Society of India, told CNN he believes the government is allowing too many visitors into the parks.

“The eco in ecotourism has changed to economy,” he says.

Shashanka Nanda of New Delhi, a wildlife enthusiast and photographer, also has an opinion. He believes that, while the court’s heart is in the right place, its not going about the situation the right way.

“Responsible and regulated tourism forges a human connection to wildlife. Just seeing tigers in textbooks won’t affect people to change,” he said. “If you stop tourists and enthusiasts, you’re losing half the battle of wildlife conservation.”

Worried about the future of tiger tourism? The court’s final ruling will be decided on August 22 of this month.

[Flickr photo via Keith Roper]