The concierge profession, despite its long tradition, is still unrecognised by many people in Poland. Perhaps its main attribute, discretion, has something to say about this. A concierge is a person for special tasks.
The profession has been known in Europe since the Middle Ages. In the past, it referred to individuals responsible for the vital task of keeping candles burning in chambers and castle corridors. Even then, the concierge had to be thoroughly aware of the personal hierarchy and of what was happening, when, and where. Over time, this occupation evolved towards taking care of guests' needs and, in this form, found its way into hospitality, among other sectors.
LINK BETWEEN GUEST AND HOTEL.
At Quadrille, the role of concierge is filled by Anna Kocemba, who describes herself as the link between the Guest and the hotel. Her duties include handling requests that go beyond standard accommodation bookings – when we want to extend it with additional services within the establishment, but also outside of it. Thus, Anna books a table at a restaurant or spa treatments, helps prepare surprises or additional attractions, books tickets for the theatre or horse riding, and above all, offers Guests advice. It happens that she makes contact with Guests long before their hotel stay is booked.
„This season, we've noticed that guests are asking more questions about how the facility operates, additional activities, complementary services, and have a greater need for conversation itself. Since the receptionist has many tasks while being at the desk, these calls are transferred directly to me. I have the time to calmly answer all their queries and advise guests who need it. This way, I build a relationship that lasts from booking to the end of their stay, and often even longer, leading to future visits. The better guests feel with us, the more eager they are to return.”
A Vision of Hospitality and a Sentimental Journey Through Time.
Anna graduated with a degree in Regional Studies and Historical Tourism from the University of Gdańsk and envisioned a career in hotel management from the outset. She began in reception, which provided her with extensive knowledge of guest needs and the specifics of their enquiries. Interestingly, what drew her to Quadrille was a certain sentiment – she attended secondary school in its final years there. As she herself says, it's fascinating to see how the palace's interior has changed and to work where she once studied.
After two years as a receptionist, a promotion opportunity arose, and in this way, Anna quite naturally moved into the role of concierge, which she has held since 2020. Her innate abilities, such as a calm and cheerful disposition, openness to people, and a good dose of empathy, certainly helped her in this. It is evident that she enjoys personal contact, and her interlocutors feel and appreciate this kind of personal hospitality. Anna is sometimes recommended to others.
„I get the greatest satisfaction when a guest asks for something and I manage to sort it out for them. This sort of help is especially invaluable for foreigners, as they still sometimes encounter language barriers. I value the smiles of the people I speak to, positive comments, and being recommended to others – more and more often someone will mention a friend and give my name.”
THE KEY TO SUCCESS
A good concierge is evidenced by their network of contacts and knowledge of where to find them. However, their class is determined by matching and even anticipating the Guest's needs. For this purpose, knowledge of different personality types and their needs, familiarity with the specifics of a given visit and guests' expectations, and a certain degree of assumption based on past experience are all useful. However, the natural desire to fulfil the expectations of people staying at the hotel, often before they have even arrived, is invaluable here. All of this stems from a sincere desire to be a local host, a guide to the experience within the establishment and region, and this cannot be learned; it is something one must possess.
„For a concierge, nothing is impossible. They will never refuse, and at most, they will indicate that it might be difficult. I'm not saying that all requests can be fulfilled, but it's worth trying and possibly finding a satisfactory alternative. What matters is a positive experience for the guests; this is how the hotel stays in their memory.”
DIRECTION OF ACTION AND DEVELOPMENT
Anna draws her knowledge from industry publications, and primarily from interviews with concierges and their biographies. There isn't a lot of it, but these are certainly fascinating stories. It is also important to enrich one's own experiences and broaden horizons to include culture, art, history, or tourism as such.
„A true concierge approaches every challenge with curiosity and passion, as they know it enriches their knowledge and skills, which can pay dividends in the future.
Anna's desire for further development turned her attention to the international association Les Clefs d’Or, founded in Paris in 1929 and comprising approximately 4,000 members worldwide. Its two main pillars are service and friendship – this involves mutual support and collectively building the highest standards in hotel guest service. Les Clefs d’Or concierges are easily recognisable by the golden crossed keys worn on either side of their uniform.
In Poland, in 2008, Golden Keys – a section of an international association – was established, with aims including: integrating the concierge community, cooperation, information exchange, and enhancing the prestige of the profession.
Anna's dream, as well as her goal, is to join this prestigious group in the future and cooperate with the principle „My guest today is your guest tomorrow”.
Invitation to contact
In the meantime, Anna is at your disposal via email and phone – selected days during the week and weekends for your convenience from 12:00 to 20:00. You can contact her spontaneously or arrange an earlier conversation.
concierge@quadrille.pl
+48 58 351 03 16
