Royal Service will be the focus during the Royal Wedding weekend as over 600 hundred of the world's top professional concierges from leading hotels and resorts in 40 countries will gather in Toronto, Canada, April 29-May 3, 2011 to focus on exceptional service delivery, leadership and guest experience management at the 58 th International Congress of Union Internationale des Concierges d'Hotels( UICH). No longer only the domain of the hotel lobby, the word "concierge" appears across all industries as an individual, whole departments and even virtual functions and is now synonymous with service. Industry leaders will take a retrospective and introspective look at the changes, differences and challenges which face the hotel concierge profession, guest service and the hospitality industry.
Visionary legend Isadore Sharp, Founder and Chairman of Four Seasons Hotels and Resorts will offer the keynote address on today's service and guest experience along with his views on the economic challenges and opportunities facing the worldwide hospitality industry.
The Honourable Michael Chan, Ontario Minister of Tourism and Culture, will welcome Congress delegates at a special opening ceremony at Toronto's Royal Ontario Museum on April 28. "Tourism is a real driver in Ontario's economy where hospitality is central in providing one-of-a-kind experiences, showcasing all that Ontario has to offer to our guests from beyond our borders," said Minister Chan. "We value the dedication and commitment of Les Clefs d'Or concierges to ensuring Ontario's place on the map as a premier travel destination."
President of Les Clefs d'Or, Canada, Toni Daoud, Concierge at The Sutton Place Hotel in Toronto and Congress Chairman and his team have assembled industry leaders from around the globe to address trends, challenges and opportunities for the concierge profession amidst soaring guest expectations and devastating worldwide events. "We will be gathering benchmark statistics and information, never gathered before, on key issues facing the concierge profession and how to deliver exceptional service, guest value and profitability for the properties we represent and the concierge's role on the worldwide hospitality stage," said Mr. Daoud.
"The ability to deliver exceptional service does not automatically appear by simply adding the word concierge, "said Mr. Daoud. "Les Clefs d'Or recognizes how critical it is to constantly and consistently integrate new service skills, focus and perspective to meet and exceed guest expectations. Hotels that hire properly trained, professional concierges, who are constantly on top of guest satisfaction and loyalty trends will see significant impact to the bottom line and guest and customer satisfaction levels and reviews will soar."
The Congress Program agenda will feature a full day experience at Niagara Falls and Niagara-on-the-Lake. The Lord Mayor will greet delegates at historic Fort George, accompanied by a fife and drum band and introduce them to the spectacular scenery and stories of the Falls as well as the cultural highlights of Niagara-on-the-Lake. The global concierge delegation will also experience Niagara Wineries Jackson Triggs, Hillebrand, Inniskillin and Peller Estates. "Les Clefs d'Or Concierges depend on a global network to refer their guests to the best experiences wherever their travels may take them, " notes Robert Watson, International President of Union Internationale des Concierges d'Hôtel's. "World wide access to guest demands and experiences like this allow our professional concierge network to offer personal insight and guidance to their guests."
Les Clefs d'Or (pronounced "lay clay door") is French and literally translates as 'keys of gold". Crossed gold keys displayed on hotel concierge lapels assure travelers they are dealing with a seasoned professional who is dedicated to serving their every need and who has fulfilled intense membership and service requirements.
Les Clefs d'Or professionals have a never-ending network of acquaintances, friends and colleagues from around the world to assist them in meeting and exceeding guest demands. Known for rolodexes worth millions, Les Clefs d'Or concierges are in the enviable position of being able to recommend destinations, businesses, companies, and/or products to thousands of business and leisure travelers throughout the world. Members of U.I.C.H. Les Clefs d'Or represent over 700,000 hotel rooms nightly at more than 1200 primarily four-and five-star properties and UICH constitutes the only international association of professional hotel concierges with 3500 members around the globe.