Service with distinction

A concierge should be innovative and able to multitask, professional says

The 1.9-meter-tall Zhao Ben, 41, wearing a black suit with two golden crossed keys on both his lapels, stands in the lobby of the St. Regis Beijing.

The instant regulars spot the keys, they know that Zhao is one of an elite fraternity and a reliable local expert due to his experience and knowledge.

As the hotel's head of concierge, Zhao earned his right to wear the golden keys through comprehensive testing, proving his ability to deliver the highest quality service.

The keys are granted by Les Clefs d'Or (The Golden Keys) and Golden Keys China. Officially founded in France in 1952, Les Clefs d'Or is a professional association of hotel concierges with members working all over the world.

Golden Keys China recently awarded Zhao with the Medal of Loyalty, which is granted to those who have worked as a concierge for over a decade with outstanding achievements. He is the only one in China to have won the special honor.

"I won the medal because of my persistence, diligence and hard work," says Zhao, who has worked at the hotel since graduation in 1997. "My intention as a fresh graduate was to work as a concierge, and I never give up in the face of difficulties. But I could not have attained the honor without the support of the St. Regis Beijing."

"A concierge has to be versatile and driven to setting new standards for guest service. It's challenging but interesting, as you meet different people and deal with different things every day," the Beijing native says.

"It's more than looking after luggage for and sending messages to guests. We offer personalized services and fulfill their requirements, from the everyday to the extraordinary," he says.

Hotel concierges never refuse to help guests, and always do their best as a team to resolve knotty issues. Sometimes they ask their counterparts within the hotel group or in Beijing's hotel circles for help.

A common issue is that when a guest is about to board a plane, and finds that some important documents are left at the hotel. Then the concierge has to deliver the items as soon as possible.

Some years ago, a foreign guest dropped her airline ticket in the room's dustbin and called Zhao for help from the airport. Zhao had to find the ticket in the trash, and finally hurried to the airport to hand over the ticket.

"Our service concept is to offer guests satisfaction and pleasant surprises. I feel a sense of accomplishment when my guests are happy," he says. "Tackling a thorny issue is like resolving a mathematical problem. I feel relieved the instant I figure out the correct solution."

Speaking about how the job has evolved over the past two decades, he says that a concierge is now more professional and the internet offers him more ways to resolve a problem.

"I often feel like an ambassador of traditional Chinese culture, as guests are very interested in it and ask me about it. It also encourages me to learn more," he said.

He has designed a bilingual downtown map with popular scenic areas and restaurants, based on commonly asked questions. He also pays attention to ongoing events in Beijing such as exhibitions so he can recommend them to guests.

Speaking about Zhao and his team, Chen Hui, deputy general manager of the hotel, says: "They are indispensable to the hotel, and Zhao's professionalism and care is key to creating excellent experiences for our guests."

Over years, the St. Regis Beijing has hosted many foreign political heavyweights, including former presidents of the United States Bill Clinton and Barack Obama, and the current President Donald Trump.

Zhao says: "Only those who really love being a concierge will stay in the occupation. My advice (for those wanting to be a concierge) is that you need to be innovative and adept at multitasking."