MEMBERS PROFILES

The Current President of Les Clefs d'Or Australia - Colin Toomey

When I commenced in the early 80's, the tourism and hospitality sector provided an exciting new career opportunity for people in the service industry (I had come from retail banking). To this day it still holds the same appeal for me.

I have spent the last 23 year in four different Hotels including The Sheraton, Inter-Continental and Nikko Hotel. The last 12 years have been at The Shangri-La Hotel, Sydney.

My personal philosophy is to never say no. Even if I can't produce the impossible I can always arrange an alternative to satisfy the request. "Expect the Unexpected" also rings true in the concierge role.

One on my most memorable requests came from a Saudi Prince who asked that I arrange a complete news crew (cameraman, sound technician etc) to cover an official engagement he was attending. Not such a difficult request in it's own right, but the lead in time given - 17 minutes did present something of a challenge.

Michael Anderson - Secretary and Public Relations officer of Les Clefs d'Or

I have been the in customer service industry for 27 years, the initial 12 years in men’s fashion and the following 15 years with my current employer The Observatory Hotel.

I am passionate about my career, my daughters Honore’ and Sylvie, tailor made suits and very fast motorbikes. My most unusual interest is my collection of body art (tattoos)

I believe the key element in customer service is the creation of empathy i.e. the fostering of a connection with a guest on an emotive level. I would like each and every guest to feel that The Observatory Hotel is their “House” in Sydney

Whilst I have had a multiplicity of unusual requests I never lose site of creating a sense of theatre about what we do. Whether the request is bizarre or more run of the mill it’s all about “Making the Magic happen”.

Troy Vagg - Assistant Chief Concierge, Shangri-La Sydney

I commenced my hospitality career at The Gazebo Hotel, Elizabeth Bay in the late 1980's. In order to further my career and understanding of the industry in 1990 I commenced study at Ryde College of Tafe.I completed the 2 year course obtaining a Certificate In Hospitality & Catering. In 1992 I began my career at The ANA Harbour Grand Hotel, in 2003 there was a change in ownership and the hotel was rebranded as a Shangri-La Hotel.

My personal philosophy is best encapsulated by the following statement "I'm here to assist you make your stay in Sydney a wonderfully sublime experience".

One of my most extravagant requests was received from an internationally reknowned musician. I was asked to arrrange a Thai based private chef to travel to a village in Thailand, knock on door and start cooking Kobe Beef on a portable BBQ with garlic flavoured spaghetti & salad, 1 kilo of Belgium Chocolates, a large bouquet of Orchid's and a two piece band to serenade his new girlfriend.

Jaime Lachs - Concierge, Westin Sydney

I began my Hotel career at The Sheraton on the Park in Sydney in 1995. Starting as a Steward at the Hotel, I moved through the Food and Beverage department, until I found my place in Front Office and ultimately the Concierge department.

I was very fortunate at the time, because Tony Facciolo was the Corporate Chief Concierge of the hotel and he was a great inspiration as well as mentor for me.

In 2001, I moved to Sheraton on the Parks’ sister property the Westin Sydney, were I achieved an important life and career goal in obtaining membership into Les Clefs d’Or Australia.

I adore being a Concierge, all of those who know me both professional and personally know the passion that I possess for the role. The Concierge is essentially face of the hotel and the Westin Sydney is a wonderful property to represent.

Simon Matthews - Chef Concierge, Intercontinental Perth Burswood

I have been in the Hotel Industry for 16 years, commencing practical study at the Intercontinental Hotel School completing a Diploma in Accommodation Services. I then spent 8 months at the ANA Harbour Grand Hotel before moving to The Observatory Hotel where I have worked for the past 14 years. I now hold the Chef Concierge position at the Intercontinental Perth Burswood.

I believe the “Customer focus is the most important aspect of our role”, whatever the customer requests I go “To the ends of the Earth” to make their request happen. Customer Service becomes further enhanced when you work within a great team with the same philosophy.

One recent memorable request I have had occurred when guest asked for tickets to the Wimbledon Finals. Through the network of Les Clefs d’Or I was able to secure Courtside seats for the guest from a Les Clefs d’Or member in a London Hotel.

Ron Greedy - Chief Concierge, The Westin, Sydney

I commenced my hospitality career in 1985 at the Sheraton Wentworth Hotel Sydney, initially within the Front Office Department before moving to the concierge desk in 1989. I opened the Sheraton Sydney Airport Hotel in 1992 as Chief Concierge and gained membership to the society in 1995. During my time at this property I was on the pre-opening teams of Sheraton Hanoi in Vietnam (1997) and Sheraton Suzhou Hotel and Sheraton Nanjing Hotel – both in China (1998-1999) as concierge and front office trainer.

Following my return from China I spent 2 years as Chief Concierge at Star City Hotel, followed by 3 years at Sir Stamford Circular Quay also as Chief Concierge. Since July 2005 I have been Chief Concierge at the Westin Sydney.

I am passionate about my work, my hotel and my ability to “surprise and delight” all of my guests.

My personal motto is “no problems, only solutions”.

Elvis Soiza - Chief Concierge, Sofitel Brisbane

When I left school I decided to follow my fathers footsteps and that was becoming a professional Chief Concierge, so I became a page boy at the Sheraton Park Towers in London, moving onto trainee concierge at the Mandarin Oriental London (formally known as the Hyde Park Hotel) and eventually became the youngest Chief Concierge in London at the age of 21.

I became a member of Les Clefs d'Or at age 23 and have been a member for over 25 years and 32 years in the hospitality industry. I am very passionate at what I do within my role as a Concierge.

When my guests ask if something is possible I always say " Nothing is impossible everything is possible all it takes is a phone call and sometimes money to pay for whatever it is as long as it is legal.

Hidetaka Tanaka - Chief Concierge, The Grace Hotel

My hospitality career started as a dining car attendant in Shinkansen (Japanese bullet train). I had great fun working there so I choose my career in the hospitality industry. I found a Bell Attendant’s position at the Holiday Inn Yokohama (Japan), working there for 3 years and then moved to Sydney. I was one of the original staff of the Grace Hotel Sydney (opened 1997)and currently working with Westin Sydney. I decided this is my career, not just a job and aimed to become a member of the Les Clefs d’or and did so in 2005.

I enjoy my job because you meet people from all over the world. It is also very rewarding when my suggestions and recommendations have made my guest’s stay in Sydney more special.

To be a successful concierge, you must open your eye all the time and be curious at almost everything to absorb any new information in Sydney. Another thing is you never judge people by their look. You really need to observe people with care.

Victor Baraya- Chief Concierge, Radisson Plaza Hotel Sydney

This is my 36th year in the hospitality industry. I believe the most important key for any concierge's success is to be able not only to meet the guest’s needs but also to anticipate them.

Being multi-lingual is an added asset and allowed me the flexibility and the ability to give the guests personalised service. If I was to brand my style of customer service, it would best be termed as "Customer Oriented", creating an
amazing and memorable experience for every guest.

During this long journey in the hospitality industry I also placed a strong focus on developing the members of my team.I believe that one of the industries greatest pleasure is being able to mentor, develop and impart a professional attitude to the team.

It is extremely heartening and humbling to be awarded the 2007 Concierge of the Year Award, I could not do it without the support, the hard work and the dedication of my team.

Peter McBrearty- Chief Concierge, The Langham Melbourne

I came to the hospitality industry relatively late in life, following some years working for a finance company, and nearly four years travelling and running a large backpackers establishment in London.

I have been working in the Concierge area for nearly 15 years now, and despite combining it with studying law for a time, finally gave in to the inevitable and decided to focus entirely on the role of Chief Concierge when offered a position at the then Sheraton Towers in Melbourne (now The Langham Melbourne).

I have always enjoyed working in the Concierge field, both for the sensation it provides of being an active part of the city I've chosen to live in, and also because there is an innate sense of the unknown every time a guest approaches our desk. The next enquiry may be simply for a city map, a guest who has been instructed to find a crocodile tooth for their young son back in the USA (a fairly rare item in downtown Melbourne), or even the minders of an ex President seeking shopping and dining advice for their high profile charge.

The unpredictability and challenge of our role means we can continue to develop and enhance our knowledge and ability without ever becoming bored within our position, and this is perhaps for me at once of the most appealing aspects of our chosen career, and also one of the most important reasons to be part of Les Clefs d'Or.

Whatever the next request may be, it is highly likely it will be one another of our members nationally or internationally has experienced before. This shared knowledge is an invaluable resource for our members and guests alike and has been of great assistance to me throughout my time as Chief Concierge at The Langham Melbourne.

Denis Ryan- Concierge, Bayview Eden Melbourne

After being educated at St Joseph’s College, Geelong,I left school in 1960 at 15 years of age. I started work as a messenger boy for BMC who were agents for Morris, MG and Rolls Royce.I spent 13 years in the Motor Trade.

In 1972,I moved from Geelong to Melbourne to manage Brian’s Speed Shop. After 12 months,I left and started my career in Hospitality. I worked as a barman in the Public Bar of a small city hotel for 2 years. I then moved to the Chevron where I became Night Club Manager until 1983. It was an exciting time meeting many Rock & Roll, Pop Stars and Celebrities.

After the Chevron was sold in 1983, I moved on to manage several night spots around Melbourne before finally joining Eden on the Park on 1st November 1989. In 1995, I was invited to join the very prestigious Society of Les Clefs d’Or. I have really found my niche and am very happy to be
working at Bayview Eden Melbourne formerly Eden on the Park. I feel this is where I’ll probably see my days out. Eden is as good as you can get.

My most unusual request was to buy a Rolls Royce for a VIP guest who lives in Singapore but leaves the RR in Australia to drive when he visits. Another very nice part of this is I get to look after the RR when the guest is not here. I guess that is one of the perks of being a Les Clefs d’Or
member.

Ronnie Chong- Concierge, Bayview on the Park Melbourne

I arrived in Australia in 1980 and started work in a casual position in an establishment appropriately named Naughty Boy. A year later when I decided it was time to change that image and became a Good Boy, I took up Portering at Wynyard Travel Lodge Sydney where I worked for a year before moving to my beautiful city Melbourne.

Joining The Victoria Hotel brought about changes in my life both personal and professional. I became both Head Porter and a Married Boy two tears later in 1986. In 1992 I joined the Hilton Hotel Melbourne as Chief Concierge and worked there for five years before joining Bayview On The Park where I just proudly received my 10 Year Service Pin

I believe that excellence in service is quite simply individual perceptions whose boundaries are ever moving with every guest and each request. Always believing this, the magic then lies in managing people’s expectations in a flourish of stage like theatricals to create a lasting wow experience or memory.

My philosophy is that every Concierge should be an illusionist making things happen or appear out of nowhere with no apparent effort and every ounce of style.

John Elmas- Chief Concierge, Westin Melbourne

Hospitality & I married each other in early 1974; from that moment on it has been an awe inspiring union. I started out in London, whilst on a holiday, that initial need to earn some dollars led to a love affair that still blossoms to this day.

1975 saw my return to Melbourne and a start at the Southern Cross hotel as a porter under the tutelage of Bill Seaman, my first professional contact with a Les Clefs d'Or concierge. In 1981 I ventured to the Wentworth Melbourne in a senior porter position prior to itstake over by Regent International Hotels in 1982.

1983 saw my induction into the Les Clefs d'Or under the mentor-ship of Tony Facciolo OAM, the recognised father of Australian Chapter Les Clefs d'Or.

After my induction I held the position of Chief Concierge within the a fore mentioned property seeing it become Australia's first Sofitel branded hotel when it was purchased by the Accor Group in 1998. In 2000 I marched down Collins Street to undertake the pre opening of the Westin Melbourne hotel and here I stand in 2008, still passionate about my duties and honoured to be in the industry and working for the most awarded hotel within Starwood Hotels and Resorts, truly inspiring.

My work quote: "They may forget what you said, but they will never forget how you made them feel" (Carl Buechner, South African Artist)

After 34 years this job still creates inspiration in many forms, one of which is seeing new concierge come into the role and learn. My nurturing nature allows them to grow, my guidance allows them to flourish and my camaraderie helps them to develop into worthy ambassadors for the industry and the wonderful city of Melbourne.

Vive Les Clefs dÓr

Ben Davies- Chief Concierge, Sofitel Melbourne

Knowing from a young age that a career in Hospitality beckoned, at the completion of my secondary education, I finished my Diploma in Hospitality Management at Chisholm in 1998.

At the conclusion of this course was a five-week work placement, which I chose to undertake at Sofitel Melbourne, and the rest as they say is history. Upon being offered a role as a porter, I worked my way into the Concierge Department as a Page attendant, which became a stepping stone to the role of Assistant Concierge and then eventually Chief Concierge.

In 2005, after three years as Chief Concierge, I was successful in my application to become a member of Les Clefs d'Or.

The role of Chief Concierge, or even working in Concierge, was not something I had considered when I started at Sofitel Melbourne. However, I was fortunate enough to work under the guidance of John Elmas and during my time with him I saw the passion and skills required to be a Les Clefs d'Or member and knew then that my path was set.

I know it is very rare to look forward to work each day but with the variety of people, requests and situations I face every day it is like starting a new job over and over, and knowing that I can call on my colleagues for assistance and advice makes it all the more pleasurable.

What other role provides you with the opportunity for a guest to return from a great day out, a unforgettable dinner or the best theatre seats knowing that you have made it possible and they will return home with great memories of Melbourne and Australia. Besides where else can you be asked to arrange a "dancer", and a cake for her to jump out of, and smuggle them into a guest room without their knowledge!!!!