Taking the guest experience to the next level
Ronaldo Breton, Chef Concierge for The Hazelton Hotel and National Treasurer for Les Clefs d’Or Canada, says hotel guests are often too shy or don’t even know how to take advantage of the services hotel concierges offer. Chatting with Travel Courier, Breton offers an inside look into what the actually job entails and how they can take a hotel stay from great to truly memorable.
Tell us a little bit about being yourself, what being a member of Les Clefs d’Or Canada entails and how long you’ve been in the industry?
I joined the concierge profession in 2002. My previous work experience as a travel agent, tour director and store manager created a desire to excel in customer service and led me to the International Concierge Institute in Montreal. I graduated from their Management and Concierge Service Program and shortly thereafter began my concierge career with Fairmont Hotels and Resorts, working both in Toronto and Lake Louise.
The opening of Toronto’s First Luxury hotel in 2008 brought my passion for service to The Hazelton Hotel. I was promoted to Chef Concierge in 2011, giving me the opportunity to lead and inspire a discrete team of professional concierges that strive to create personal relationships and to anticipate every guests need to the highest degrees of service and integrity.
I have been a member of the prestigious international concierge association, Les Clefs d’Or Canada since November of 2003. Les Clefs d’Or is a professional hotel concierge association with over 4,000+ members in 80+ different countries whose motto is “In Service Through Friendship.” Members are easily recognized by the gold keys displayed on our lapels, a symbol of a concierge’s dedication and passion for our profession and commitment to the guest’s well-being. I became a member of the Ontario Region Board of Directors for Les Clefs d’Or Canada in 2009, first occupying the position of Ontario Regional Treasurer, Vice-Director and Director. Currently, I am now serving a third term as the National Treasurer of Les Clefs d’Or Canada.
Some may think that they have to pay for our services or give a gratuity. Our services are free and gratuities are not expected. Some may think that we only recommend high end restaurants but in reality we are as comfortable recommending the best burger in town as we are in suggesting an elaborate tasting menu. We can assist with any guest request as long as it is legal and humanly possible.
Ronaldo Breton
Some people may not even realize the extent of what a hotel concierge can do and how it can enhance the guest experience. Can you delve into what you REALLY do and how that can take a hotel stay to the next level?
So much information can be found online and we are here for the guest to funnel all that information and personalize it. We like to share our passion for our city and can provide our guest with little gems in the city that otherwise they would miss. With only a few questions, we are able to assess the guest request and come up with the prefect suggestion that would exceed their expectations.
The law of +1 is always providing something extra to any guest’s request that he probably would not be aware of, and thereby enhancing their experience. Contact your hotel concierge ahead of time for requests that may take more time to carry out.
What’s the biggest misconception about hotel concierges or something people may not know about the job?
Some may think that they have to pay for our services or give a gratuity. Our services are free and gratuities are not expected. Some may think that we only recommend high end restaurants but in reality we are as comfortable recommending the best burger in town as we are in suggesting an elaborate tasting menu. We can assist with any guest request as long as it is legal and humanly possible.
Can you give us a few examples of unusual, interesting or the wildest requests you’ve received… and fulfilled?
We get this question often and while it may seem unusual to you and me, for the guest asking it, it is often nothing out of the ordinary. When I receive an unusual or difficult request, my brain goes at 100km, saying to myself, ‘how am I possibly fulfill this request?’ while remaining calm, friendly and at ease in front of the guest. One thing is certain, it is always very rewarding making the impossible possible.
With VIPs and celebrities it is very common to get a rider (a list of items that the guest would like to have in their room). At one time, after a meeting with the hotel sales team for an arriving VIP guest, I had to call a local brand of apple juice in California and inquire about a possibility of a next day delivery. When speaking with their marketing representative, she asked whether this particular celebrity was staying with us! In other words, this apple juice brand was well aware that this particular celebrity enjoyed their juice when travelling and if this apple juice make them feel at home, then I have done my job as a concierge.
Another time we had a celebrity spokespersons for a specific soft drink. When doing my research and calling even their marketing company here in Canada I found out that this soft drink is not available in Canada and it could not be shipped from the States to Canada even for their own spokesperson! This definitely presented a challenge, but I was still determined to obtain this soft drink for our VIP guest. So I simply drove from Toronto across the border myself to get that soft drink and have it ready for our celebrity arrival. It is not uncommon to go across the border to get items that are not available in Canada.
One morning, a guest from the Middle East came to the desk and asked to purchase a motorhome and have it shipped to his home. We discussed what he was looking for and realized that the Prevost H3-45 VIP Motorhome was the perfect one for him. I had only suggested it to him because I’d often seen these motorhomes on the road during my tour guide days and had always been fascinated by them. Total luck on this request! I called their sales team, got him an appointment, he ordered his motorhome with all his specification and it was shipped it to the Middle East.
At a previous property, I checked in a couple that was staying on the Fairmont Gold Floor and during the check-in process, they explained that they are getting married tomorrow near the lake. However, overnight we had a snow storm. At breakfast time, I went to see them and we spoke about the possibility of no longer being able to have the wedding near the lake. Once I was aware of the weather change I immediately started planning for alternatives venues for them in my mind and by the time we chatted over breakfast I had a possible Plan B for them. I put the Royal Suite on hold for them, which happened to have a balcony with a lake view. I arranged for them to use the Royal Suite for one hour at no cost, giving them the chance to have their wedding there as well as a small celebration afterwards.
One of our regular guests in Toronto was planning a trip for his wife’s birthday in Paris. He came to me wondering how to make it extra special. With my previous background in fashion and knowledge of Paris, we started to talk and then I learned that his wife is a huge fan of a particular fashion designer. So we made reservations at the hotel near this designer’s iconic store. The Les Clefs d’Or Concierge of that hotel and myself reached out to that store manager in order for his wife to have a private shopping experience there as well as a special birthday gift. Once they came back to Toronto on a one of their regular trips, his wife was so thankful of what we were able to accomplish for her birthday.
Another time, we had a wedding party at the hotel and the groom and best men were all wearing bowties but did not know how to tie them so I went to their suite and tied one bowtie after the other, so that they could all be on time for the ceremony.
One evening near midnight, I received a call from our sales representative in charge of a VIP in house requesting underwear for this guest. Because of the late hour, the only open shop in the city selling underwear was a sex shop. So I went there, while on the phone with my sales representative and together we tried to choose the least erotic piece of underwear available there. I admit, we had a good laugh trying to choose the perfect underwear for this VIP guest. Once purchased, I returned to the hotel and gave it to the bodyguard. Apparently the bodyguard then called my sales representative and they both concluded that maybe it was best to wait until morning for a department store to open.
What’s a typical day on the job entail?
Each day is exciting as you do not know what type of request you will fulfill during the day and request comes by email, by text, over the phone or/and in person.
- Go get a coffee at the local coffee shop for a guest that is looking to have an organic coffee
- Make lunch reservations for a guest. Book a car rental for another guest.
- Set up a room for a Birthday or a proposal for a guest that will be arriving later in the day
- Bring a pair of guest shoes to the shoemaker to get them fixed and bring a guest package to the post office to be sent out
- Go to the store to buy accessories or a piece of clothing that a guest may have forgotten to bring with them or to return a purchase they no longer need
- Guest ran out of cigarettes or vape product and we will run to the corner store to get them for the guest
- Deliver packages or shopping bags we have received to the room guest
- Order flowers for a guest arriving later over the weekend
- Make dog sitting arrangement for an upcoming guest and send guest their confirmation.
- A guest left for dinner at a restaurant near the hotel and it started to rain during their dinner so without them asking, I walk over with two umbrellas for them to use on their walk back to the hotel
Is there anything you want to share to people who may be too shy to ask for some of these things?
Hotel concierges and their network of contacts are here for YOU. Having a concierge is a great perk of an upscale hotel so never hesitate to use it! We are here to elevate your stay and turn it from good to extraordinary.
Call or email us ahead of time so that we know you are coming and can start assisting you with your requests and preferences.
If you are travelling to different cities, please let your Les Clefs d’Or Concierge know of your itinerary so we can announce you at your next hotel.
If you need to send flowers to someone that lives in a different country, reach out to your Les Clefs d’Or Concierge and he will contact Les Clefs d’Or colleagues of that country to assist with the request so that you know it will be coming from a reputable source.
If we have been in communication with you prior to your stay and have made some reservation or arrangement, please do stop by the concierge desk in person as it is always lovely for us to “see” the person we have been communicating with and to extend a personal Bonjour.
If you often travel to the same hotel, please start to build a relationship with your concierge. He or she will always be there to assist in any circumstance even when you might be visiting the city and not staying with us, we are still happy to offer any assistance you might need.
Do you have anything to add?
Each concierge desk usually has an emergency kit for items that may be needed at anytime of day or night like condoms, feminine hygiene products to name just a few.
We package and deliver those items very discretely to the guest room or restaurant in nice branded hotel bag so that nobody will know what the contents are inside!
