How are hotels dealing with the pandemic? As Boston’s hotel industry rebounds, top concierges and hoteliers talk about how they continue to support guests
By: Nathaniel Hillyer
In many ways, concierges are the ultimate customer service position. In pre Covid-19 times, they would plan dinners, coordinate meetings, book transportation, acquire tickets to shows, and tailor recommendations based on individual needs, all to provide a personalized luxury experience to each guest they serve. Concierges go out of their way for their guests like no other profession, and a wide skill set is needed to fully support business travelers and vacationers alike.
As many concierges find themselves furloughed, laid off, or working alongside ever-changing precautions and regulations due to the pandemic, now is the time to celebrate them as the backbone of the hotel industry. Scene North End spoke to some of Boston’s finest concierges and veteran hotel staff about the current land-scape of Boston hotels and the importance of concierge services before, during, and after the pandemic.
Each hotelier featured is a member of the Les Clefs d’Or, a national association of concierges with more than 4,000 members worldwide. Membership in this association speaks to a concierge’s prestige, continued excellence, and dedication to their craft. Induction is no easy feat, considering the required qualifications and rigorous entry exam.
BOSTON HARBOR HOTEL
Photo credit by Rocco Capano