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.

10 Tips On Riding A Bike In New York City

by Jessica Marati on

Though officials are tight-lipped, rumor has it that New York City‘s much-anticipated Citi Bike share program will launch this month. As we previously reported, Citi Bike will provide residents and tourists with the opportunity to borrow from 10,000 bikes parked in 600 stations scattered across Manhattan, Brooklyn and Queens. Pricing for the privately run system will range from $9.95 for a 24-hour pass to $95 for an annual membership.

While Citi Bike is a welcome addition to New York’s transportation scene, tourists might be wary of tackling the streets of Manhattan, and for good reason. Between bumpy roads, unclear signage, reckless taxicabs and texting pedestrians, the city’s streets are not for the faint of heart.

But once you get over the initial fear, New York can be a magical place to explore on two wheels. We spoke with a handful of avid city cyclists, who shared their tips for staying safe while making the most of your bike share experience.

1. Research your route. “Study a map of NYC before you go out to get a sense of what areas are easy to bike,” suggests Eva Mohr, an avid cyclist whose biking e-commerce shop, All That I Want, launches this fall. Google Maps offers a way to search bike routes online and through its Android app. iPhone users should invest $1.99 in the Ride the City app, which generates a number of routes from “Safest” to “Direct.” The New York City Department of Transportation (DOT) also publishes a free City Cycling Map, available for download and in select locations throughout the city.2. Obey the traffic rules. “Bicyclists have the same traffic rules as motorists,” says Alison Lucien, founder of Eleanor’s NYC, a bicycle accessories shop for women. “The ticket for running a red light on a bike is the same as for a driver, with the exception that bicyclists do not have to pay the surcharge.” Laws on riding recklessly and against the flow of traffic also apply.

3. Wear a helmet, advises Mohr. If you plan to do a lot of city biking, it’s worth the luggage space to pack your own safety gear. NYC’s DOT reports that in 97 percent of biking fatalities, the rider was not wearing a helmet. Though bike share programs in cities like London, Boston and Washington, DC, report low levels of accidents and fatalities, it’s better to be safe than sorry.

4. Dress brightly. Wearing bright clothing can attract the attention of motorists, especially at night. Plus, “neons and bold prints are all the rage in fashion, so it shouldn’t be hard,” says Lucien.

5. Follow bike lanes, but remain alert. “Unlike in established bicycle countries like Holland, the bike lane is not well respected in many areas – by vendors and crowds who treat it as a private sidewalk or by delivery vans and cabs that pull into it without warning,” says Nona Varnado, who designs urban cycling and multi-sport apparel for women and blogs about biking culture at The Bird Wheel. “It’s getting better all the time, but a bike lane still requires staying alert.”

6. Don’t be afraid to make some noise, advises Lucien. “Ring your bell and shout out, ‘heads up!’ when pedestrians walk out in front of you.”

7. Beware of taxis. “Watch out for cabs that stop on the side of the street and be prepared for doors to open unexpectedly,” says Mohr. “If you are riding a cab yourself, always make sure to check for cyclists first before opening the door.”

8. Watch out for pedestrians. It’s common for unaware pedestrians to step into the road without looking both ways, especially when they’re preoccupied in conversation or tapping away on their smartphones. Large vehicles like trucks and busses can also hide these sneakers. “While you pass a bus, keep your hands on the brakes at all times,” suggests Lucien.

9. Wear clothes you feel comfortable in. While flowing dresses and flimsy sandals may be popular summer attire for women, they’re often impractical for the rigors of city biking. “If you wear a dress, use a skirt garter not only to protect your clothes from getting dirty, but also to prevent the dress from getting tangled in the spokes,” advises Mohr.

10. Once you get comfortable, feel free to venture off the beaten path. “Smaller neighborhoods and side streets are best seen on a bike and tend to be less busy,” says Varnado. “This is where the real NYC is. By riding a bike you can see amazing things you’d never experience any other way.”

[Flickr image via Missy S., Citi Bike image via Citi Bike]

Inside The Fawlty Towers Nudist Resort

by Dave Seminara on

In tough economic times, some hotels and resorts are ready to try just about anything to revive their sagging fortunes. On May 1, The Fawlty Towers Motel in Cocoa Beach rebranded itself as a “clothing-optional resort” in a bid to revive its sagging fortunes, and according to David Broad, 54, a Welsh national who manages the resort, business is picking up.

But not everyone in Cocoa Beach is thrilled with the new naturist business model. According to Florida Today, a bid by prudish local residents to shut the place down fizzled after local authorities determined that Fawlty Towers had the legal right to go nude.

David Broad spoke to Gadling and gave us the low down on nude resort rules and etiquette, the efforts to sanction Fawlty Towers and other clothing optional resorts, and why the resort allows nudism but not provocative clothing or swinging.How did the place transform from a regular motel into a clothing optional resort?

My best friend who owns the place bought it in 1988. It’s a small mom and pop motel with 32 rooms and over the last few years they’ve been building bigger hotels and they have higher advertising budgets, so business slowed down and we decided to try this.

And business has picked up?

We’ve definitely been busier on the weekends. Weekdays are picking up too now that more and more people are hearing about it. Room rates start at just $79 so it’s quite affordable as well.

On your website, the people pictured are wearing clothes. What’s up with that?

No, it’s just for the photographs; people don’t want to be photographed with their clothes off. It can compromise you, depending on what your job is.

Tell me about the nudist demographic?

We had a gentleman here the other day from Australia who read about the place. Quite a few people from Germany, Switzerland, Canada, everywhere really. It’s all ages. It’s 21 and over only though actually. The average age on the weekend is probably 50-60, but we have some younger people as young as 23 or 24.

That tracks with what I noticed on nude beaches in Greece this summer. Do you think older people are just more comfortable with their bodies and less self-conscious?

I think so. It doesn’t matter if you’re 200 pounds or 500 pounds, no one cares.

Americans are generally a bit more prudish about nudity than in other parts of the world, but tell me about some of the backlash you’ve encountered from the more conservative members of your community?

There’s been some negative comments in the papers here. The city was a little bit up in arms about us in the beginning but they’ve eased off because there’s been no trouble here. Even the police have noticed, there’s been no trouble here. Most of our customers are in their 50s or 60s and they’re in bed by 10 o’clock. The city admitted in the end that we were operating legally and there’s nothing they can do about us.




You have a list of rules on your website and I wanted to ask you about a few of these. The first rule says that the atmosphere must remain non-threatening and non-sexual at all times.

When people are nude they aren’t allowed to do any petting around the pool. You know, touching each other, kissing, nothing like that.

And then it says that swingers and swinging is prohibited. Why is that?

In the privacy of their rooms, they can do what they want. But if they’re out there trying to recruit people we stop that straightaway. We don’t want it to be a swingers resort. We do background checks on everyone before they can come here. It’s to make sure the person has no criminal history so everyone is kept safe.

It also says on your website that provocative clothing is prohibited. Why is that?

We don’t want people parading around in stockings and stuff like that. It’s a proper naturist place. Proper naturists don’t walk around in see-through negligées and things like that.

So it’s OK to be naked but you can’t wear a see-through negligée or a thong?

It’s a hard one to explain. It’s like drawing attention to yourself, whereas if everyone is nude then no one is drawing attention to themselves.

I see that you have a gym as well. Do people work out nude?

No, the gym is half mile away and you have to wear clothes there. The clothing optional part is just the hotel, the tiki bar and the pool area. It’s all very private and secluded, no one can see in here at all.

Do you get some first timers who are unaware of nude resort etiquette?

Oh yes, but everyone is comfortable. Some start apprehensive, but everyone is friendly and welcoming. We limit cellphone use and cameras to make sure people aren’t taking photos at the pool.

When you get very attractive women there, are the men able to contain themselves?

Everyone behaves themselves. No one is judged.

Does the staff go nude as well?

No, no, we have to be dressed according to the state law, unfortunately. Otherwise, they classify us adult entertainment.

What do you want America to know about your resort and other clothing-optional places?

It’s very private. No one gets exposed to this if they don’t want to be. We don’t drag people in here. People come on their own free will and it’s not thrown in anyone’s face. We don’t have a sign outside reading “Nudist Hotel” or anything like that.

Video: Motion Photographs Of San Francisco

by Elizabeth Seward on

Three things that bring me joy in life are music, travel and writing. When I get a chance to write about the beautiful synergy between music and travel, I feel fulfilled in a way that is particularly satisfying. Hence, I bring you a music video featuring wonderful motion photographs of San Francisco. San Francisco is a beautiful city that deserves all of the attention this film gives it. This song by Kalle Mattson swirls famous San Francisco scenery together for an absolutely lovely video that romanticizes San Francisco in all the right ways. Enjoy.

Inside United’s First 787 Dreamliner At Boeing HQ

by Zach Honig on

We knew it was coming, but now that we’ve had a chance to step on board United Airlines’ latest jetliner in person, we’ll surely be counting the days until we can ease into one of those airborne recliners as the carrier’s 787 takes to the skies. Just days after getting its first coat of paint (and that unique nose-to-tail swoop), United opened up its Dreamliner for journalists, select customers and a handful of staffers to take a first look at the 787’s interior, which includes 36 flat-bed BusinessFirst seats in a 2-2-2 configuration, 72 Economy Plus seats with up to 36 inches of pitch and 111 Economy seats with a fairly standard 32 inches of pitch.

You could have garnered that from glancing at a seat map. What’s not so clear is just how magnificent this aircraft is to ride, or, in the case of our grounded demo at Boeing’s Everett factory today, how it looks from the ground. This isn’t our first trip down the aisles of a 787, having flown on ANA’s Dreamliner with Engadget in Japan last year. In comparison to the 777, however, where we’ve spent weeks of time in flight, it’s quite exciting to see how the in-flight experience is improving, even when compared to the pleasant ride on the carrier’s previous-generation flagship.

%Gallery-161659%United will be operating the Dreamliner on new and existing routes, and while we don’t know exactly where the 787 will fly first, service is slated begin later this year. The first confirmed route will launch on March 31st between Denver and Tokyo, growing direct service between the Japanese hub and the U.S. to 10 cities (including Honolulu and Guam). Passengers on board those flights will certainly appreciate the oversized dimmable windows and giant overhead bins, along with all-LED lighting, which sadly are limited to basic color configurations, rather than the ANA we’ve seen during boarding on ANA.


The 787 is more than a foot narrower than the 777, but United maintained the same seating configuration as its Continental acquisitions, which you might assume makes the aircraft seem a bit cramped. The higher ceilings and open feel made the difference almost unnoticeable, however, and the Continental-era BusinessFirst seats on board are still far superior to United’s own triple-7 layout, where four center seats mean you could end up paying for a bed yet still have a middle seat. Here, just like on those select triple-7s (mostly used on flights beginning in Houston or Newark), biz seats offer much more privacy, with more personal space and substantial dividers.

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In the Y-cabin, seats seemed cushier than what we’ve used on United’s existing fleet, and feature the same in-flight entertainment system installed on some of the carrier’s current aircraft. Like BusinessFirst, these seats also feature larger dimmable windows and overhead bins which reportedly offer 30 percent more capacity than those on United’s 777. Rows 16 and 27 have substantially more legroom than other Economy Plus seats. In fact, there’s so much space between the window-side seats in row 27 that you could plop down a sleeping bag and camp out on the floor if the FAA permitted it.


Surprisingly, the most spacious seats on the plane aren’t in this row or even in the business cabin, but instead are located up a flight of stairs in a hidden second level. Two sets of crew quarters are located at the far forward and far aft positions, behind doors marked “Crew Only.” Through those doors and up a small flight of stairs you’ll find two full-size beds in the front of the Dreamliner and six in the rear. There’s not much room to do much other than sleep, but thick, full-length mattresses will surely enable pilots and flight attendants to make good use of scheduled rest periods.


We felt quite comfy during our visit to United’s 787, even on the main level, and while we couldn’t experience the boosted humidity, increased cabin pressure, noise suppression and computer-assisted smooth performance, it’s clear that the Dreamliner will be very popular among United passengers. There’s a few months to go until you can take a flight of your own, but we have plenty of photos to tide you over for now. Thumb through the galleries for a closer look, then scroll down below for a hands-on video from Engadget.