On a trip to NYC last fall, I was reminded of the fact that the Internet with all its information can never replace a concierge that is thoughtful, knowledgeable and paying attention in order to personalize a suggestion.
This simple story demonstrates what it means to receive the perfect, customized recommendation. It isn’t about a rarified place or special access. It is about sharing local knowledge and matching the right request to the right person, something the Internet can never completely pull off.
I asked the concierge at the St. Regis New York to suggest a place my friend and I could get a casual lunch. My friend is a vegan and was craving something yummy within her restricted parameters. I, on the other hand, am a carnivore. Our concierge Maria suggested a hole in the wall take-out place a few blocks away from the hotel. She also suggested that we take our lunches to an atrium set up with tables just a few blocks from the restaurant. We did as we were told. In fact, I am notorious for listening to a good concierge… “Yes, please and thank you!
The atrium was perfect, the food was great, my friend the vegan was thrilled and I was able to add protein to my salad as well. Oh… and it only cost $8.00 per person! We felt like local New Yorkers on a lunch break.
The suggestion was completely elegant in its perfection. It was the right place for the right person at the right time. It doesn’t have to be fancy or exclusive or a special event, it just has to be the perfect response to a request.
I suppose it helped that I was clear what I was requesting. In my latest book, How To Get The Best From Your Hotel Concierge A-Z, I show guests how to get what they want by knowing how to ask for what they want.