KEY POINTS:
Name: Jim Tully
Age: 59
Role: chief concierge, Langham Hotel, Auckland
Working hours: 40 - 60 hours
Average pay: From $40,000 - $55,000 here but can be uncapped overseas
Qualifications: New Zealand Society of Concierge Les Clefs d'Or.
Job prospects: You can work anywhere in the world, getting to work where other people holiday. There are also opportunities to be transferred to other hotels within the hotel chai
The chief concierge is responsible for running the concierge department.
Describe what you do?
I supply local and international information to our guests. I also operate as a personal organiser for our clients confirming flight arrangements and itineraries, making restaurant reservations, booking tours and transport. I'm there to create an exceptional experience for our guests and provide value. There is no extra charge for my services; it's all part of being a five-star hotel.
I also receive special requests such as arranging marriage proposals, sourcing vintage wines, getting tickets to sold-out concerts, organising private planes and helicopters and shopping for our guests. It's not uncommon that a guest will ask us to go down to Smith and Caughey's and spend $1000 buying a gift for their wife.
What are the most common and strangest requests?
I've been asked to arrange manicures for people's pets. Buying beautiful lingerie for the wives of husbands too embarrassed to buy it themselves is not uncommon. You find out a lot about people's medical conditions as we're often asked to pick up prescriptions. Purchasing hair spray for Elvis look-alikes, and arranging botox and Brazilians.
Your background?
I was born in Liverpool then left school at 16 to do an electrical apprenticeship. I married at 21 then started an electrical business at 25. I came out to New Zealand with my wife and eldest son, then four, at 29.
I had to re-qualify as an electrician in New Zealand, then became a door-to-door clothing salesman in Ponsonby working out of two suitcases. My next jobs included electrical sales and real estate before helping my eldest son set up his vehicle rental business. He supplied all the major hotels around Auckland which was where my interest in concierge work sparked from. I've been a concierge for five years.
How many concierges are there at the Langham?
The concierge department has four senior concierge staff, two senior porters, 12 porters, two doorman and two shuttle drivers. The concierge desk operates 24/7.
Do New Zealanders know what a concierge does?
I think there's a perception that our job is to just carry bags and possibly a perception that you have to pay for our services. Overseas, concierge work as a profession is much more esteemed.
What qualities do you need?
You need to be people-oriented, a good networker and street savvy. When I employ a concierge staff member, I look for people passionate about serving. In New Zealand, the word serving sometimes has negative connotations but I see it in the opposite way, it's satisfying to provide good service and see a guest's expectations exceeded.
What sort of training do you need?
You need to work within the concierge department as a porter or doorman for a minimum of two years to be considered for a junior concierge position, then you need to earn your Les Clefs d'Or which takes three years' continuous concierge service.
Best part of the job?
Creating solutions and I love the people. Seeing a smile on someone's face gives me a kick.
You must have had some rich and famous guests?
I'm lucky to have met quite a few rock stars, celebrities and heads of state. While many celebrities are happy for us to say they have stayed here, personally I prefer to be discreet. This way future guests know that you will offer them the same discretion.
How do you become a member of Les Clefs d'Or?
To become a member of Les Clefs d'Or, candidates need to have completed three years' continuous concierge service.
They then undertake a screening process which includes submitting numerous letters of reference from active members, current and past employers, tourism and hospitality suppliers and from competing hotel's Les Clefs d'Or professionals.
On acceptance, members are then bound by and adhere to a strict code of ethics. I wear gold keys on my left and right lapels to show the guests of the hotel that I am a member of Le Clefs d'Or. This is the world's highest level of achievement for hotel concierge professionals. There are 3500 members, however only 20 in New Zealand. The Langham Hotel in Auckland has three members - which is more than anywhere else in Australasia.
Where would you like to be in five years?
Spending more time with my grandchild.
