Here - The Society of the Golden Keys

Transcription

62nd UICH International Congress
Mendoza, Argentina 2015
Friday 10th April to Wednesday 15th April 2015
“Service through friendship”
By Jose Pauco, Head Concierge, Milestone Hotel, Part of The Red Carnation Hotels Collection
Publicity Officer and Member of the Society of the Golden Keys Great Britain and the Commonwealth
Page 1
The Les Clefs d’Or (the Golden Keys)
Officially registered as U.I.C.H (Union Internationale des Concierges d'Hotel). Les Clefs d'Or is an
international network of men and women with common interests and goals.
They have their own mystique, a combination of their expertise, sources of inside information,
intelligence and communication. The Organization is non-political, non-religious and not a trade
union of any sort. It was formed to promote friendship between members so that they may better
assist international travelers and tourists.
The first such association saw the light of day on 6th Oct 1929 when 11 Concierges from the grand
hotels of Paris realized that they could operate more effectively as a team than individually. If they
could join forces, they felt, they could make their services more indispensable.
On 25th April 1952, delegates from nine countries met in Cannes to hold the first congress and
created L'Union Europeene des Portiers des Grands Hotel (UEPGH). Its creation was made possible
by Ferdinand Gillet, the Chef Concierge then of Hotel Scribe in Paris, the industry knows him as
the 'Father of Les Clefs d'Or'.
The second congress was held in San Remo, Italy in Dec 1953, this saw the creation of the journal
'Revue Europeene' and the adoption of the society's insignia and badge, the Golden Keys. A
Congress is held yearly in different members' countries and has become a major feature in the
Concierge calendar. It is an opportunity to make new contacts, catch up with old friends, and share
experiences and ideas with like-minded Concierges.
15th November 1972 at the 20th International Congress in Mallorca, Spain, UEPGH was changed
to UIPGH, Union Internationale des Portiers des Grandes Hotels, thus making the Les Clefs d'Or a
worldwide organisation.
Today the Society's membership encompasses nearly 50 countries and 4000 members. The national
chapters are self-governing with their own Presidents and Committees. The international
Association communicates through a bi-lingual review, published quarterly. The Association
publishes a Worldwide Members' list every two years, listing names and contacts of all Les Clefs
d'Or members.
The aim of Les Clefs d'Or is to help improve and maintain the quality of service provided by the
Concierge staff in their hotels and to ensure that this profession is given the recognition it deserves.
Whilst encouraging friendship and solidarity among its members, Les Clefs d'Or also teaches them
to continually improve their professional skills.
Members are expected to be presentable, courteous, helpful, knowledgeable and experienced.
Knowing how to advise guests and having the ability to cooperate and work alongside management
for the benefit of hotel guests. Les Clefs d'Or symbolises welcome smiles, dedication and its
members play an important part in the total success of international travel.
Page 2
Nationalities who attended the 62nd International Congress
Argentina
Australia
Austria
Bahrain
Belgium
Brazil
Canada
Chile
Columbia
Costa Rica
Czech Republic
Denmark
Ecuador
Finland
France
French Polynesia
Germany
Greece
Hong Kong
Hungary
India
indonesia
Ireland
Isreal
Italy
Japan
Korea
Lebanon
Macau
Malaysia
Mexico
Morocco
New Zealand
Netherlands
Panama
Peru
Puerto Rico
Portugal
Qatar
Russia
Singapore
Spain
Sri Lanka
Sweden
Switzerland
Taiwan
Thailand
Turkey
UAE
UK
Uruguay
USA
0
12.5
25.0
37.5
50.0
We can see Great Britain and the Commonwealth have the third highest attendance by section.
Page 3
Friday 10th April 2015 Day 1: Opening Ceremony
(Pictured: The 62nd International Congress official sponsors; Argentinas official banners and the
Scottish section of Great Britain and the Commonwealth and partners who attended congress)
Mario Morella, President of the Les Clefs d'Or Argentina opens the ceremony to welcome all and
thank everyone for attending the congress.
Emmanuel Vrettos, International President Les Clefs d'Or Executive Committee welcomes
everyone to congress and introduces all Andy Pongco Nominees, wishing them the very best for the
competition ahead.
Plenty of traditional Argentine food and wine were generously laid out to try, and the were
traditional dancers from Argentina to keep all entertained.
(Pictured: Ms Alixandra Mellor, Assistant Head Concierge, Charlotte Street Hotel, London)
Page 4
Our Andy Pongco Nominee for the Great Britain and the Commonwealth Ms Alixandra Mellor,
Assistant Head Concierge, Charlotte Street Hotel, London.
She is competing against 16 concierge candidates from across the globe.
They are as follows:
-ARGENTINA: Gabriela Pineiro de Castellanos, Lidotel Centro Lido Caracas
-AUSTRALIA: David Luff, Four Seasons, Sydney
-AUSTRIA: Johannes Hausberger, Hotel Bristol, Vienna
-BRAZIL: Carmen Gonzalez, JW Marriott, Rio de Janeiro
-CANADA: Veronique Bourgeault, Marriott Chateau Champlain, Montreal
-CHINA: Jasmine Pai, W Taipei
-FRANCE: Olivier Delmasse, Hotel Hermitage Monte Carlo
-GERMANY: Alexander Hohmann, Ritz-Carlton, Berlin
-HOLLAND: Priscilla Overdiek, Hotel des Indes, The Hague
-MALAYSIA: Mohamad, Zulkifli, Andaman Langkawi
-RUSSIA: Maria Maksimova, Lotte Hotel
-SINGAPORE: Mohamad Hifni, Intercontinental Singapore
-SPAIN: Alberto Carrillo, Mandarin Oriental
-UAE: Maria Lanzanas, Fairmont Dubai Hotel
-USA: Sarah Dandashy, London West Hollywood Hotel
Good luck to all competitors!
(Pictured: The Andy Pongco Nominees representing chapters from around the world are presented by the International
president Emmanuel Vettros to the members who attended the 62nd International Congress)
Page 5
(Pictured: Argentinean traditional dancing, the food and Alixandra Mellor our Andy Pongco nominee with a few of the
Great Britain and Commonwealth members)
Page 6
Saturday 11th April 2015 Day 2: Gaucho Day at Bodega Atamisque
The members of Les Clefs d’Or spent a day at Bodega Atamisque enjoying Argentinean culture!
(Pictured: Gauchos and their horses)
There was a horse show where different games were displayed plus the Gauchos demonstrated their
hunting skills.
(Pictured: Argentine dancers wearing their traditional costumes)
Traditional dancing from various parts of Argentina kept the Les Clefs d’Or entertained and some
members had the opportunity to try it out themselves.
The Clefs d’Or met the owner Mr and Mrs Du Monceau and team of Bodega Atamisque who laid
out local dishes and wine that they produced.
There was an opportunity to go on a show round the vineyard and trout farm.
Page 7
(Pictured: The wineyard, the lakes, traditional of cooking and Mr Du Monceau)
Page 8
Sunday 12th April 2015 Day 3 Morning: Concierge Educational day One World-New World
A concierge educational day to address the needs and developments in hospitality industry.
(Pictured: All the members of the Great Britain and the Commonwealth section who attended congress)
(Pictured from left to right: The countries that are affiliated to Les Clefs d’Or and the Scottish Chapter who attended
the 62nd International congress in Mendoza)
Page 9
Simon Thomas, 2nd Vice President of Les Clefs d’Or and International Delegate for the Society of
the Golden Keys Great Britain and the Commonwealth lead the educational day who chairs the Les
Clefs d’Or educational committee.
Guest speakers for the educational day includes the following:
i) Mr Jeff Wielgopolan: Vice President, Learning and Development Forbes Travel Guide.
ii) Dr Tim Jones: Programme director The Future Agenda.
iii) Mr Roger Paull: Vice President, Global Brand Management, Luxury Brands Starwood Hotels
and Resorts.
iv) Mr Peter Greenberg: Travel Editor CBS News.
(Pictured: Jeff Wielgopolan)
i) Mr Jeff Wielgopolan: Vice President, Learning and Development Forbes Travel Guide.
A view from the inspectors inspector
They are currently inspecting over 700 five and four star hotels, restaurants and spas. They are
currently in 140 markets.
An inspection at a hotel would the test the following:
-Star ratings.
-Service.
-Experiences are evaluated, focusing on the quality and consistency of the service and the
personality of the property through over 500 standards.
-Facility.
-Addressing cleanliness and condition, elements of luxury and guest comfort and convenience.
“Friend or foe?”
A hot topic in the hospitality industry is technology. Access to information has become even more
accessible to customers due to the advancement of computers, the internet and mobile interfaces.
Technology has an impeding effect on the way we decide on our staffing levels at the hotel, our
service standards and the way the consumer experiences hotels.
The answer is not to reject technology, but to embrace it. So how can we achieve this?
Page 10
After a brainstorming session, here are a few suggestions:
-Using a tablet to take photos which could be used to help aid the guest in understanding and
explaining. An interactive experience and particularly useful where their are language barriers.
-A mobile phone that is dedicated to contacting guest using a number of popular platforms; whats
app!, blackberry messenger, face time, text message to name a few.
-Smart phones available for guest to hire loaded with things to do whilst in the City they are
visiting.
-Social Media; facebook, instragram and twitter.
-Hotel Apps.
Jeff explained what inspectors are looking for whilst they are inspecting a hotel. Here are the main
points:
Face to face
-Smile and always be engaged to the guest.
-Eye contact with customers at all times.
-Be polite.
-Be confident in the way you handle the customer and deliver your suggestions.
-Listen to the customer and provide solutions.
On the phone
-Smile on the phone.
-Listen and be clear.
-Show appreciation for the clients custom.
-Be thoughtful and intuitive.
-Ask questions and provide answers.
In general
-Anticipate guest needs.
-Personalize the experience.
-Use the guest name (but do not over use the name).
-Know your job.
-Be confident.
-Be an expert.
Never do
-Say the customer “no problem”.
-Go on auto pilot when speaking to a guest.
Page 11
Statistically younger consumers versus older consumers would spend more to get the best possible
experience and value.
BUT
The younger consumer would expect more value and use social medians a form of currency to gain
a better overall guest service and stay.
(Pictured: Dr Tim Jones)
ii) Dr Tim Jones: Programme Director The Future Agenda.
Future agenda is the first global open foresight programme used by many industries from around
the world to stimulate ideas for challenge and new thinking. The future agenda project is running
throughout 2015 and exploring new development across 20 topics via discussion with informed
experts in 100 workshops in 50 countries.
Exercise 1: What are the BIG changes ahead for travel and hospitality?
The attendees were asked to rank in most important order of listed number of indicators that have
been raised in focus groups discussing trends in hospitality and tourism. What are in their opinion,
the most important changes happening in the hospitality industry.
Here are the results:
1) Personalize choice (reducing the numbers of choice to make a more easier decision).
2) Device is king, consumer is Queen.
3) The Chinese market and where this will be going in the future.
4) Maximizing moments (Making the most of time).
5) Upstream insight (before consumer books, they look at social media to aid their decision).
6) Doubling of international tourism.
7) Eastern Centricity: Over the next few years we will be embracing Eastern culture and practices.
8) Consumer power (purchasing power).
9) Mass medical tourism.
10) Seamless cross border travel (application of new technology).
11)Growing consumer awareness.
The results allows us to think about what solutions and changes needed to cater for the new trends.
Page 12
(Pictured: The members brainstorming and sharing their ideas)
Exercise 2: A brainstorming session where we discussed challenges faced in the industry.
Below are the results:
-Terrorism.
-Space travel.
-Management challenges.
-Contractual working hours.
-Social Media.
-Technology.
Exercise 3: Challenges in the concierge industry in the future
The attendees discussed challenges in their profession. Here are the results:
-Being relevant. Customers are using technology to enhance their stay. How should the concierge be
relevant in this industry.
-Loyalty schemes where the schemes have a greater affiliations around the world.
-Cultural differences, and requirements to other markets. The concierge could lead the way in
development and understanding of each others culture.
-Concierge training and development. There is a need for this skill set to manage expectations and
the greater value of this role in hospitality and tourism.
-Use technology to create a before, a during and an after experience. Similar to the BDA.
-Keep positive and stay focus in the job. This will put concierges overall in good position.
Page 13
(Pictured: Mr Roger Paull)
iii) Mr Roger Paull: Vice President, Global Brand Management, Luxury Brands Starwood Hotels
and Resorts.
Roger Paull oversees the global brand operations for Starwood hotels and resorts across their three
luxury brands.
Over the last few years there has been 26 openings across the globe for the brand W Hotels. These
markets are mainly located in China, Japan and USA. Their is strength in the brand the growth in
this particular field will provide job opportunities for many.
One World-New World Concept:
-Airline industry connects us and brings us together.
-Credit card companies.
Trends
-Growth of wealth around the world.
-Luxury hotels growing around the world.
-Women are becoming affluent travelers. 2.7 trillion dollars spent.
-Consumers are living a more healthier lifestyle and expect service to meet this requirement.
-Guest are bartering with hotels to write a blog or guest review based on their guest experience.
-As technology improves so does the guest opportunities to look at other choices. There is a return
to the highly personalized level of service where humans interact using their personality to
specialize the service through emotional factors.
Ideas to consider
-Use technology to your advantage.
-Focus on making the guest stay personalized and memorable.
-Create brand awareness.
-Concierge to work with sales departments to build better connections.
Page 14
-Keep your hotel management aware of the activities of the concierge and what they are doing to
improve and enhance customers hotel stay.
-Go to the guest and ask if they need help, rather then wait for the guest to come to you.
(Pictured: Mr Peter Greenberg)
iv) Mr Peter Greenberg: Travel Editor CBS News.
Peter Greenberg is a multi “Emmy” winning investigative reporter and producer. Americas most
recognized, honored and respected front line travel news journalist. He is know in the industry as
“the travel detective”.
The travel industry is the biggest industry in the world. Peter discusses technology is not
everything. Many people prefer being served face to face where customer service must be
conversational, professional and efficient.
Its what guest want. Forget about using brochures, customers much prefer the art of selling face to
face.
(Pictured: A group photo of all the attendees of the educational day)
Page 15
A Big Thank you to Simon Thomas who lead the educational day and to the educational committee,
guest speakers and all who were involved.
(Pictured: A certificate is awarded when you attend the educational day)
Sunday 12th April 2015 Day 3 Evening: Dinner Asado at Finca Don Miguel
(Pictured: The wineyard and the events of the evening)
The members enjoyed a special dinner at the Finca Don Miguel wine yard. Plenty of food and wine
was served.
Page 16
Monday 13th April 2015 Day 4 Morning: AGM Annual General Meeting
The 62nd UICH Annual General Meeting
Michael Romei, Secretray of Les Clefs d’Or chaired the AGM. Emmanuel Vettros International
president of Les Clefs d’Or sends his thanks to the UICH Committee, Zone Directors, Presidents of
the member countries and members from across the world.
Michael Romei asked the members for a minutes silence to honor the members of Les Clefs d’Or
from around the world who have past away in the last twelve months.
Projects carried out the Les Clefs d’Or in the last twelve months:
International Revue
UICH International Revue last year has gone online versus papered printed format. There
has been two editions. The strong themes running in the International Revue is community events,
charity work, concierge awards and sponsorship. The review has been a success due to the
contributions from across the globe.
The International Revue is published every six months.
Blog
The UICH blog continues to grow and gain more readership. On the blog, you are able to read
stories about other chapters. A success due to the contributions by the members from across the
globe.
The blog is updated frequently.
Creating service magic: A concierge training seminar
Michael Romei has carried seminars with Les Clef d’Or concierges on service. He has also visited
several American Express offices in North America to build on AMEX travel consultants awareness
of Les Clefs d’Or and what a members could do for them to enhance the guest overall experience at
the hotel.
Branding and digital media
James Ridenor, International Assistant secretary has been focusing on Les Clefs d’Or branding.
The main goals are as follows:
-To be universally recognized as the world leader in luxury service.
-To increase Les Clefs d’Or membership.
-To make guest choose a Les Clefs d’Or hotel.
Current difficulties:
-Les clefs d’Or does not utilize a consistent brand image.
-Our Public Relations must be uniformed to Les Clefs d’Or.
-Communications need to convey brand symmetry.
Solution:
David Whipps is hired to assist the Les Clefs d’Or with a path to brand identity.
Page 17
-Les Clefs d’Or.
-Consistent brand image.
-Keys are designed by bucherer.
-Communications need to be tailored for internal/external use.
-All external communications need to portray Les Clefs d’Or.
-Redesign the website to uniform all platforms.
Further action
A Communications committee is to be set up.
Blog, Facebook, Twitter, Instragram and communications brands/hotels.
Colin Tooney
1st International Vice President
-Board of directors meetings held in various parts of the world.
-Virtual Paris office is open for all members to visit.
-New countries wishing to create a section must be given a number of years to develop in to a
section. They are to be given the guidance and will be vetted and screened till they are ready to
function independently.
Simon Thomas
2nd International Vice President
First commitment
Executive committee meeting held in Athens to create a road map to put together where the society
will be driven to the right direction.
Second commitment
AMEX relationship the contributions to the society.
Roderic 3rd vice president will take on the relationship on from Simon and build it further with
AMEX professionals Judy and Sophia.
Third commitment
Building on the educational day. It was very successful, we need to continue to build on this and
bring it to the next level. It is a team effort and did a fantastic job, Educational chair will be handed
to someone else as new blood to take it further.
Roderic
3rd International Vice President
Les Clefs D’Or website has recently crashed and they are fixing it. Domains are switched.
UICH.org. There is a password to enter it which all members will receive.
Page 18
There has been the development of the book of members of Les Clef d’Or. It will be available
online.
Jean Roland Boulile
International Treasurer
-Membership evolution growth in membership every year.
-Memberships are paid except two countries.
-There are new prices for the burcherer Golden keys.
Upcoming Congresses
63rd UICH International Congress
Dubai 2016
dates to be announced.
Oct 2015 registration
early $1450 per person and late $1675 per person
64th UICH International Congress
Berlin
March 2017
from 23 to 28 March 2017
2018
Proposal by Jenny Lee for South Korea to host the 65th UICH International Congress
9th Asian Congress of the Les Clefs d’Or 2015
Toyko Japan
August 2015
72000 japanese yen
registration closes on 30 June 2015
19th Pan American Pan American Congress
Montreal, Canada
from 9-13 March 2016
Proposal for Pan European Congress
Finland, Portugal and Scotland
American Express
Gerald Parront, General Manager and lifestyle manager for AMEX Canada.
They value the relationship with Les Clefs d’Or for the last quarter the century.
Sophia Skinner President and general manager of travel and lifestyle manager for AMEX global,
was unable to attend the congress and therefore had a speech prepared on video.
We celebrate 10 years of travel, we are looking at the evolution for the next 100 years.
Page 19
Customer experience, Chinese market presence, relationship and strengthening that
partnership.They are working on Les Clef d’Or to be introduced with the AMEX travelers before
they arrive at the hotel. This will allow a smoother process of care and handling between AMEX
travel consultant and hotel.
1500 AMEX travel consultants have participated in the concierge training/seminar in AMEX office
in North America.
This is an important partnership which will develop further over next coming years.
Judy Johnstone
Relationship between AMEX and Les Clefs d’Or remain a strategic relationship. They can evaluate
traveler experiences from this partnership. Its a win win.
500 employees in 24 markets serving AMEX premium customers.
2014 is where most progress has been made especially in Asia/Pacific.
There is a servicing presence in China.
In 2014, there were 650,00 Lifestyle request.
Staff in over 11 markets have been trained on the Les Clefs d’Or masterclass.
There has been 590k room nights booked, 65% were Fine Hotel and resorts FHR and 78% were
preferred hotel partners.
With this we can evaluate the guest customer experience.
New Initiatives
AMEX to introduce Head Concierge to the perspective guest staying.
To really show our powerful relationship.
Les Clefs d’Or Msterclass to be held in UK, Hong Kong and Australia.
Amy
Strengthening the partnership in the USA.
Meeting was held in New York HQ in 2013.
An investment in the US Market is an investment.
The US Centurion.
Most AMEX customers based in the USA travel to the UK and France.
Training initiative was done: Agents, Role playing.
AMEX Travel counsellors (Phone), Les Clefs d’Or (the face).
Our frontline
The level of understanding of the importance of the Les Clefs d’Or partnership has significantly
increased. USA is very much a continued focus.
Andy Pongco Award Results
1st Place:
Sarah Dandashy, London West Hollywood Hotel, USA
2nd Place:
Maria Lanzanas, Fairmont Dubai Hotel, UAE
3rd Place:
Alixandra Mellor, Charlotte Street Hotel, Great Britain and the
Commonwealth
Page 20
(Pictured from left to right: Andy Pongco winner and runners up are Sarah, Maria and Alixandra)
(Pictured: All Andy Pongco nominees are asked to come to the stage to announce the winner)
Well done to all competitors who competed in a extremely challenging!
Monday 13th April 2015 Day 4 Evening: Gaucho restaurant invites the members of Society of
the Golden Keys Great Britain and the Commonwealth
Gaucho restaurant a successful Argentinean restaurant brand in London, invited us to the gaucho
wine yard. Matt Ford, of Gaucho took the members to the wine yard to see how the grapes are
cultivated and how they make wine. Dinner was laid out at the private house, “El Casa” where
barbecued steaks, pork and goat were cooked and matched with the various wines produced in the
winery.
It was Toru Machida, Head Concierge, Savoy Hotel birthday so we celebrated in style! Happy
birthday Toru!
Page 21
Tuesday 14th April 2015 Day 5: Gala Evening and closing ceremony at Bodega los Toneles.
(Pictured: A snapshot of the events at Gala Evening)
Emmaneul Vettros handed over international presidency to Colin Toomey, Australia, Simon Thomas
is now 1st International Vice President, Roderic is now 2nd International Vice President, Anders is
now 3rd International Vice President, James is General secretary, Jacob is Assistant general
secretary, Paul Still is now zone director of Europe.
Tango raffle prize was drawn where some amazing prizes were available to win.
Page 22
(Pictured: Members and partners of the Society of the Golden Keys Great Britain and the
Commonwealth who attended the international congress)
Viva Les Clefs d’Or!
Page 23
Additional Activities
Wine and Olive Oil Tour in Mendoza
The climate and the geography of Mendoza make this region a perfect place to grow grapes and
olives.
(Pictured: Vistandes Wine yard, Mendoza. A modern wine yard)
Vistandes is a young wine yard (since 2007) offering new techniques in the craft of wine making. A
orientation of the wine yard was provided to explain how they make their wine, the storing and
aging process, wine tasting notes and awards won by each wine.
(Pictured: Vina El Cerno Wineyard, Mendoza. A traditional wine yard)
This family run wine yard called Vina El Cerno has been passed down from generation to
generation. Cerno means heart of hard woods as the oak, where the raising of our wines is done.
They use traditional techniques to produce table and premium wines. Unfortunately, this wine is
only sold in Argentina.
Page 24
(Pictured: Pasrai Olive oil and toiletries manufacturing plant in Mendoza, Argentina)
Pasrai is an Olive Oil and toiletries manufacturing plant located in Mendoza. They use traditional
Spanish manufacturing techniques and all the machinery was imported from Spain. The Olive roots
have been imported from Spain. Unfortunately you are unable to purchase Pasrai products in the
world unless use visit Mendoza, Argentina.
**
Page 25

Here - The Society of the Golden Keys

Transcription

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