Ingmar Becker, concierge supervisor at the hotel, is one of four new national members recently inducted into the Hotel Concierge Society Les Clefs d'Or New Zealand, bringing the New Zealand total to 28, giving him the right to wear the internationally recognised gold crossed-keys emblem on his lapel which indicates exceptional guest service.
InterContinental Wellington chief concierge David Cochrane says it is very satisfying to have three members of his concierge team ‘keyed’, giving a clear indication of the excellence of the hotel’s on-site training.
“It’s all about helping people – what might seem a major problem for the guest will often be quite a standard question to us, easily sorted.”
Ingmar has been assisting the Wellington hotel’s guests with anything and everything they might need help with since coming to New Zealand from Germany in August 2007.
“It was clear early on that Ingmar’s eye for detail and attitude towards guests would make him an asset to our concierge service.”
Les Clefs d’Or (literally meaning Keys of Gold) has a long history of promoting quality service in the tourism industry, membership now comprising an international network of over 3,500 of the industry’s most respected professionals in 40 countries.
The Les Clefs d’Or concierge is the local ‘guru’ and patient friend for the international traveller, often providing a link between a community and the valuable guests that visit. He or she provides the best possible advice on restaurants, outings, shows, sporting events, tours, shopping and all other services, and keep up to the minute on all the latest developments – effectively giving the visitors the keys to any city via the knowledge on offer.
The non-profit organisation chooses its members for their experience and commitment to the industry and carefully selects individuals for what they offer their guests and the society.
Potential members are subjected to an intense series of tests and interviews and must demonstrate they are discreet, open, courteous, empathetic, multi-lingual and often quick-witted, as well as having extensive knowledge of their own surroundings - their hotels, communities, cities and country before they are deemed worthy of the keys. Concierges are required to "get a feel" for clients and their needs without hesitation and resolve them in a very short time
Further information about Les Clefs d’Or New Zealand is available at www.hotelconciergesocietynz.org
Image: Wellington’s Les Clefs d’Or members with NZ’s Les Clefs d’Or president (left to right): Phil Shearer (Holiday Inn Wellington), David Cochrane (InterContinental Wellington), Jason Eade (InterContinental Wellington), Franz Staufer, President of Les Clefs d’Or New Zealand, and Ingmar Becker (InterContinental Wellington).
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