SHCA Newsletter - Seattle Hotel Concierge Association

May/June 2010
SHCA Newsletter
Volume 2 ~ Issue 3
www.seattlehotelconcierge.com
CONCIERGE PROFILE ~ LOUISE SMITH, Supervising Chef Concierge, Grand Hyatt Hotel
Louise is a veteran Professional Hotel Concierge, member of the prestigious international Les Clef d’Or, who has
quietly and steadily built her career and contributed to making a difference in the Greater Seattle hospitality
industry. She has graciously agreed to share some of her Concierge career history and insights.
“Reflecting on the path of my life, from then to now, I knew that I would always be involved in some area of the
hospitality industry. Being in the "People Business" is not for everyone, but I guess one could say, you either like it
or you don’t. There is innate humility, character, and reserve a person must embody to listen, understand and
observe in order to solve, make things happen, and show an enthusiastic and caring attitude.
I started my career as a Concierge 21 years ago at the Red Lion Hotel in Bellevue, Washington. Being a
Concierge in a hotel sounded attractive to me, having a background with airlines, sales/marketing, and the
restaurant industry. The more opportunity I had to become educated in the business, the more I enjoyed this
unique position. Working with hotel guests was fun, exciting, and gratifying because I was able to utilize my
experience and infuse adventure into guests’ visits. It was so satisfying to have guests return to my desk or send a
note telling me what a great time they had, and how my work on their behalf had made a truly memorable visit
for them. I continued to become involved in this career and to educate myself with as much information as I could
to improve. The hotel was very supportive of these efforts, promoting me to Chef Concierge. I then
enthusiastically became involved with all hotel committees, became president of the hotel planning committee, and
was twice awarded Employee of the Month. For the hotel’s Employee of the Year Awards Banquet, without
knowing it, I actually planned “my own award banquet” due to my committee position. During the 13 years as a
Concierge in Bellevue, I developed the first Eastside and South End Concierge Association consisting of
Professional Hotel Concierges and other guest services people. We had 40 members in our group and met once a
month. I was also involved with the Eastside Convention and Visitors Bureau and was awarded Ambassador of the
Year for the Eastside. My involvement with the convention bureau was bringing in new members and networking.
Meeting many Seattle Concierges by attending local concierge functions, I was introduced to Les Clefs d'Or
when I was invited to assist with preparations for the National Congress that Seattle was hosting. It became
apparent to me that I should go to the next level of being a Concierge—entering the rigorous process to become
a Les Clefs d'Or member. My Seattle colleagues told of how they networked with the best of the best nationally
and internationally, how much they learned, and the incredible experience of being part of Les Clefs d'Or
Congresses. I knew working toward my ‘keys’ was a worthy effort, and wearing the Gold Keys
would make
me proud to be recognized as a LCD member. I have now been a member of Les Clefs d'Or for eleven years, and
have served on the Membership Committee for four of those years. It has proven to be very worth while and an
educational enhancement to my career as a Professional Concierge. I have mentored and sponsored many of my
fellow colleagues for Les Clefs d’Or, watching them develop their own talents and careers, which has been very
rewarding.
In 2001, I made a career move into downtown Seattle, opening the Grand Hyatt Hotel as Supervising Chef
Concierge, hiring and training staff for the opening of the hotel. There has always been a great supported effort
toward the Concierge Desk from the management team, with high emphasis on guest satisfaction. I have been
awarded Employee of the Month twice, and Hospitality Employee of the Year for the Hyatt Hotel for the State of
Washington. I have been a member of the Seattle Concierge Guild, and presently am a member of the Seattle
Hotel Concierge Association. I have served on the Board as Director of Community Relations, and was privileged
to organize the first SHCA Trade Show. I see being a Professional Concierge as my passion…creating and
visualizing unforgettable memories…like being a ‘fairy godmother,’ making all of those wishes come true! It’s all
about the spirit of “IN SERVICE though FRIENDSHIP.”
Les Clefs D’Or USA
 Leadership Summit May 21-24 in Scottsdale, Arizona.
 Regena Falling, Supervising Chef Concierge, Fairmont Olympic Hotel, and
2010 Les Clefs D’Or USA President, will soon travel to India--as part of a team
from the United States sponsoring India for LCD membership--to greet and approve
hotel concierge desks from that country as they seek membership into Les Clefs D’Or
International.
Mary LaMarche, Seattle Sheraton Hotel; Berny Lai, SHCA President, Seattle Sheraton Hotel; and
Regena Falling, 2010 President Les Clefs D’Or USA, Fairmont Olympic Hotel
Jane Marshall, second from left, Concierge/Mayflower Park Hotel ~
Receiving her Les Clefs d’Or Keys!
Congratulations Jane!
Also shown: Wendy Waltz, Regena Falling, and Mayflower General Manager Paul Iishi
Introducing The Guest Bill Of Rights®
Ten New Customer Service Decrees for the Hotel Industry - By the People, For the People
Broken amenities, dirty pool, poor customer service, construction noise, broken promises, no hot water, or no
water at all. We’ve all heard the horror stories about some hotel stays but starting today, consumers will no
longer have to worry that the hotel room they booked for their family vacation, honeymoon or business trip will
be less than perfect.
The Guest Bill of Rights ®, launched today by GuestRights, is a list of ten customer service principles that all
GuestRights member hotels must agree to uphold including:
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Guests have the right to clearly stated prices and policies.
Guests have the right to have all complaints properly addressed.
Guests have the right to clean and well-maintained facilities.
Guests have the right to be treated with the utmost respect.
The Guest Bill of Rights covers the gamut of problems that consumers could encounter at the hotels they
frequent, including bad service, bad food, safety issues, hidden fees and unfair policies, among others.
Hotels did not create these good faith industry principles as a way to increase sales or bring in more business; in
fact, an experienced hotel guest – by the people, for the people, established them. As a former commercial
photographer and frequent traveler, GuestRights founder Carl Schneider was inspired to develop the Guest Bill of
Rights after a particularly disastrous holiday in Hawaii when his hotel didn’t provide the amenities it had promised.
The experience was eye opening for Carl, who realized that in absence of a governing body maintaining the
customer service levels offered by hotels, there was no one held accountable to the guests who paid their bills.
He developed GuestRights and the Guest Bill of Rights with the intention of providing guests with a way to
guarantee the best customer service possible from hotels.
But consumers aren’t the only ones who benefit from this program. The GuestRights membership program offers
two very important benefits to hotels: increased consumer trust and increased revenues.
In the last year, consumers have become increasingly disenchanted with the recent pricing changes in the airline
industry - a distrust that can often be mistakenly placed on the hotel industry because of its association and
proximity to the airline industry. Distrust means that consumers don’t fly, which means that many of them don’t
stay in a hotel, making an already weak market, even weaker.
Given the increasing consumer distrust of the hospitality industry as a whole, customer service is an operational
imperative for hotels looking to develop long-term relationships with guests, as these repeat customers are the
most lucrative for a hotel. Hotels that do adopt the Guest Bill of Rights will find that their occupancy rates and
revenues increase over time because their customer loyalty will grow, making it a vital tool for hotels facing a
weakened travel market.
Also, by following the Guest Bill of Rights, hotels will have a way to distinguish themselves from their competition,
an advantage that really does make dollars and sense. If a consumer was presented with two different hotel
options, each priced identically with the same amenities, room quality, location, etc., consumers will always pick
the one that has pledged to give them better service.
GuestRights and the Guest Bill of Rights provide a new way forward for the industry, one that will ensure the
prosperity and positive ethos of the hotel industry for years to come. A limited number of complimentary hotel
memberships are available for properties willing to honor and uphold the Guest Bill of Rights. To sign up for a
charter membership, please email Carl Schneider at [email protected] .
For more information about GuestRights and the Guest Bill of Rights®, or to arrange an interview with Carl
Schneider to discuss hotel customer service ethics, please contact Jennifer Rodrigues at
[email protected] or +1.305.316.3719.
About GuestRights
GuestRights is a membership program for hotels and resorts whose purpose is to maximize the hotel guest
experience and increase hotel bookings and revenues. To achieve this, GuestRights developed the Guest Bill of
Rights®, a list of ten customer service principles that all GuestRights member hotels must agree to uphold.
GuestRights also offers its member hotels a CommentCard Service and a Dispute Resolution Service, which were
designed to help hotels implement the new customer service mandates that the Guest Bill of Rights demands. For
more information on GuestRights and the Guest Bill of Rights®, please visit www.guestrights.org .
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Light Rail to SeaTac Airport
On my days off, I enjoy playing tourist in order to gather current information and to enjoy the
"experiences" that Seattle has to offer.
Recently I invited a friend and Concierge team member, Fred Garcia, to join me on my light rail
adventure. We arrived at the Westlake Center underground bus tunnel in the late afternoon to begin
our light rail experience. Although I know where the ticketing machine is, acting like a tourist, I went to
inquire about light rail tickets at the Metro Customer Service Center. I was immediately directed to the
Light Rail ticket machine against the East Wall. (I am unsure how to accomplish this, but I sense that it
needs to be easier to locate for our valued guests—i.e.: color, signage, pictures or symbols). In addition,
I try to envision attempting to get around Seattle when English is not one’s language of communication.
Upon entering the "car," it is fairly clean, except for the paper remains of someone's lunch or
paperwork. The ride is quick & quiet as it rolls along the scenic and not so scenic back roads of Seattle.
The trip from Westlake to SeaTac is about 30 plus minutes. Then, the walk from the light rail station at
SeaTac airport to the Baggage Claim/Ticket counter is less than 10 minutes. If one were to drive directly
to the parking garage, one would be walking the same amount to get to the Baggage claim/Ticket
counter area. Light rail is less expensive, quicker, quieter, and more relaxing than dealing with traffic and
all that it entails. It is nice to share conversation and not be distracted by traffic, radio, or paying
attention to the task of driving.
I appreciated the announcements of the stops by a smooth, albeit automated, voice with
directions on which side of the car the doors would open. A reader board that scrolled the verbiage
complimented the directions and announcements. The flashing lights, as the doors opened, were a nice
touch. Sharp & clear without being obnoxious.
Most light rail patrons are heading to the airport on this route. Since we were taking the light rail on a
round trip excursion, round trip tickets were purchased at Westlake Center at the beginning of the trip.
Tickets were not checked, requested or stamped as in times gone by when traveling by train. This type
of activity, although dated, is a special touch that makes memories. The airport trip is unmemorable, as
maybe it should be. Travel without drama.
SeaTac Airport is always fun for people watching and for getting away--or pretending one is going
far away. The light rail is a great way to assist in getting away from it all by starting off a "Staycation" and
staying in a hotel downtown.
As I stated earlier, the tickets were not checked heading to the Airport. They were checked at
Othello station heading into Seattle. Four gentlemen boarded the car to check tickets and the wellbeing
of its valued guests. The men that boarded the light rail car were a mix of Security, Police and "fare
monitors". Rumor is that one can take the light rail on the "honor system". I was glad to see that
security was friendly & visible, to enforce & protect.
It would be a wonderful perceived value if one had the option to obtain a "one day pass" that
would be accepted on light rail, buses, streetcar, monorail & or ferries. It would give the sense that "we
all communicate & work together." What a way to say: "Welcome to Seattle."
James Weaver, Concierge, Market Information Center, submitted this report.
For guests needing wheelchair assistance in and around the SEATAC airport facility, including those
needing a wheelchair out to the Link rail station at the far end of the parking structure, you can call Huntleigh – an
airport contractor – 24-hours-a-day at 206-433-5287 to schedule where and when to meet the passenger. This is a
FREE service. They would appreciate a minimum of 4-hours notice.
InterContinental Hotels & Resorts first to Equip Concierge Teams with Apple iPads
Targeted News Service, April 1, 2010 Thursday 8:03 PM EST
The InterContinental Hotels Group issued the following news release:
InterContinental Hotels & Resorts, the world's first hotel brand to offer global destination specific concierge
websites and videos, is now equipping its Concierge teams with Apple iPads, starting next week. As part of a global
pilot at InterContinental New York Barclay, InterContinental Buckhead Atlanta, InterContinental London Park
Lane and InterContinental Hong Kong, travelers can look forward to receiving enhanced local destination advice
from the hotel Concierge teams, guided by mobile, multi-touch, content-rich Apple iPads.
Travelers who have had the opportunity to experience this new service, and those who would like to provide ideas
and feedback to aid the future development of this service, are invited to tweet InterContinental at
www.twitter.com/WorldConcierge
InterContinental expects the Apple iPad to enhance its Concierge team's interaction with guests in various ways,
including:
* Enhanced Maps and Directions - Rather than jot directions on a foldable paper map, Concierge teams will be
able to provide exact directions, through interactive maps with high-resolution satellite imagery, close-up street
views and detailed walking routes.
* Video Recommendations - Concierge teams' top local recommendations come to life in destination specific
videos, a unique InterContinental feature. The Apple iPad will allow Concierge teams to present these short videos
to guests, so they get a clearer idea of selected recommended activities even before they set off.
* Instant Booking Confirmations - Concierge recommendations of restaurants, performances and attractions can be
clearly illustrated with vibrant images and sharp text, and bookings may be made and confirmed instantly by email.
Simon Scoot, Vice President, Global Brand Management, InterContinental Hotels & Resorts, said: "We have an
amazing team of Concierges worldwide, and our Concierges are already engaging with our guests with useful
information such as pre-stay e-mails, destination specific Concierge websites, interactive maps and Concierge
videos. We are also preparing to pilot state-of-the-art Google Maps technology as well as other enhancements, and
the Apple iPad will be a revolutionary way of showcasing some of these features."
Copyright Targeted News Services
Opening Day of boating season in Seattle ~ May 1
A colorful and traditional rite of spring, the only one of its kind in the world, brings many people to
Seattle's inland waterways this May 1st as boaters celebrate Opening Day of the boating season.
Spectators crowd the shorelines of Seattle's Portage Bay and Montlake Cut as boats parade past judges
and spectators watching aboard boats anchored along the parade route.There are small boats,
motorboats, rowing and paddleboats, sailboats, antique boats and mega-yachts in the annual Opening
Day parade sponsored by the Seattle Yacht Club.
There are racing shells from top-caliber collegiate and international rowing teams, and this year's races
will feature teams from around the country and the world competing in the 2010 Windermere Cup Crew
Races.
Seattle Fire Department boats move by in a cloud of spray, as well as sailboats with spinnakers flying. Two
small flotillas of yachts carrying musicians from the University of Washingon Husky and Washington
State University Cougar Marching Bands set the musical tempo for the day.
Participating yachts will decorate to this year's theme: "Out of This World."
The Trip to Bountiful, ACT Theatre, May 7-June 6, www.acttheatre.org
Amelia (World Premiere), Seattle Opera, May 8- 22, www.seattleopera.org
Giant Magnet, (formerly the Seattle International Children’s Festival) Seattle Center,
May 11-15, www.giantmagnet.org
Kurt, Seattle Art Museum, May 13-September 6, www.seattleartmuseum.org
Seattle International Film Festival, May 20-June 13, www.siff.net
Fiddler on the Roof, The Paramount Theatre, May 25-30, www.stgpresents.org
Northwest Folklife Festival, Seattle Center, May 28-31, www.nwfolklife.org
Coppélia, Pacific Northwest Ballet, June 3-13, www.pnb.org
The Cider House Rules, Part I, Book-It Repertory Theatre, June 9-July 11, www.book-it.org
Seattle SEAFAIR Rock ’n’ Roll Marathon and _ Marathon, June 26, www.seafair.com
Stone Soup Theater Presents:
Original One-Act Play Festival May 13-23
Tickets are available for purchase at www.brownpapertickets.com, 800-838-3006 or
Stone Soup Box Office (206) 633-1883; www.stonesouptheatre.org
Fremont 5K & Briefcase Relay
Friday, June 11, 6 pm & 7 pm
N 34th at the Adobe Plaza
Run or walk as an individual or compete in the 5-person costumed team briefcase relay. The post-race
celebration includes food, exhibitors and the Fremont Brewing beer garden. The event benefits Solid
Ground and the FamilyWorks food bank. Full details here or call 206-729-9972.
Frankie Valli & The Four Seasons
June 24 @ 7:30 pm; Paramount Theatre (All Ages)
Price: $42.00, $55.00, $65.00, & $100.00 Gold Circle, not including applicable fees.
Seating: Reserved Seating
Ticketing information: Online at Tickets.com, in person at the Paramount Theatre box office (M-F 10am-6pm),
24-hour kiosks located outside the Paramount & Moore Theatres, charge by phone at (877) 784-4849, or online
at STGPresents.org.
Frankie Valli...A true American pop music icon. His incredible career as a solo artist and
with the Four Seasons has produced 19 top ten hits and sold over 100 million records world
wide. He was inducted into the Rock and Roll Hall of Fame in 1990 and named longevity
champ of the rock era by Billboard Magazine. Possessed of one of the most distinctive
voices in all of Rock and Roll, Frankie Valli continues to dazzle.
Seattle Theatre Group (STG) presents the third annual collaboration of Mark Morris Dance Group with
Seattle Symphony on May 21-23 at The Paramount Theatre. This year's engagement includes Seattle
Symphony performing Haydn's Horn Concerto No. 2 in D major, A Lake; Bach's Jesu, Meine Freude; and
Vivaldi's Gloria. The Tudor Choir will join Seattle Symphony for the Bach and Vivaldi pieces, and Gloria
will feature special guest conductor, Seattle-native Mark Morris.
http://stgpresents.org
Seattle Show times are Friday 8:00 pm, Saturday 2:00 pm & 8:00 pm, Sunday 1:00 PM, May 7-9.
Tickets: RAIN: A Tribute To The Beatles tickets are $25.00 - $75.00, not including fees and are on sale Friday,
March 12th at 10:00 am.
Purchase tickets online at www.stgpresents.org, by phone at (877) 784-4849, in person at The Paramount Theatre
box office, Monday through Friday 10:00 am-6:00 pm and The Paramount and Moore Theatre venue kiosks, 24hours a day, 7-days a week, powered by Tickets.com.
A flashback to the originals! 
If you have any questions about the auction, or need further assistance with procurement, please contact the PONCHO office at
206.623-6233 x202 and one of our Procurement Managers, Sara Addicott [email protected] or Tammie Conder
[email protected] will be happy to assist you.
https://www.brownpapertickets.com/event/102934
Old is the New Green: Starbucks Center
May 26, 11:00 and 12:30
Meet in SODO at 2401 Utah Avenue South, Seattle, WA 98134
This iconic building was built in 1912 by Union Pacific Railroad to lure the Sears and Roebuck to
Seattle. At 2.1 million square feet the LEED-EB certified building is the largest multi-tenant building in
Washington State and helped to breathe life back into Seattle's SODO neighborhood. Kevin Daniels,
President of Daniels Development, will speak to the challenges of being a trail blazer in sustainable
preservation and what made this project such a success. Don't miss the chance to get an insider view at
what makes Starbucks' global headquarters a leader in green preservation. Cost: $20 in advance/$25
day of/Students: $10
The Seattle Hotel Concierge Association acknowledges with gratitude
Dave Ross (97.3 KIRO FM)
and
Restaurateur Tom Douglas
who spearheaded a spontaneous and electric grassroots campaign, along with the
generous response by Starbucks, Microsoft, Vulcan, Seattle Bank, Red Mill Burgers,
Paddy Coyne’s Irish Pubs, Nordstrom, Merrill Gardens, and many, many-civic minded
businesses and folks that have successfully rescued
the Lake Union Fireworks display for 2010!
Thank You! (Take it away One Reel  )
www.sunbanksfestival.com
ARE YOU READY FOR SOME BASEBALL? www.mariners.com
@ home games
http://www.minorleaguebaseball.com/tickets
www.bloommassage.com and [email protected]
Meeting on April 27, Space Needle, sponsored by Grand Hyatt
Darleen Campbell, Editor, [email protected] ~ note new Editor email address
Send email updates to Editor, or Reply “Remove” to be removed from Mailing List;
Submissions are welcomed from your Chamber, community, organization, business, service, etc.
Next Newsletter submission deadline will be June 1, 2010, for the July/August issue.