Role: Concierge
Company: Fitzwilliam Hotel, Belfast
Track Record: As a hotel concierge Gerard McCavanagh is a man in the know.
HOW I BECAME A CONCIERGE
Give a brief outline of your career to date.
I started my working life as an apprentice barman in Morrison’s Bar in 1996, I then got my first experience in the hotel industry when I moved to Dukes hotel in 1998 and worked my way up to the position of night manager. Following this, I moved to Jurys Inn for a few years before trying my hand as a customer advisor in Abbey National and the Bank of Ireland and then I became a private taxi driver. I saw the advert for the role of concierge at the Fitzwilliam Hotel in the newspaper and thought it looked like a great opportunity so I applied and thankfully got the job! I started the role in February 2009 and can honestly say I have never looked back.
What was your favourite subject at school?
I think History was my favourite subject in school up until 3rd year when I became more interested in English Literature.
Did you go on to further/higher education, if so what did you study and where?
I went to Belfast Metropolitan College on Brunswick Street to study A-Level Business and GNVQ Business and Finance Management.
How did you get into your area of work?
I saw the advert for the role and felt it would be the perfect fit for me because of my in-depth knowledge of Belfast. I’m born and bred locally and thought that I could apply my knowledge in a new way.
This along with my strong customer service experience meant that becoming a concierge was the perfect role for me.
Is this what you always wanted to do?
The simple answer would be ‘no’, as I didn’t know very much about the concierge role previously. Now that I have been working in this area for the past number of years I really can’t see myself doing anything else, I love it too much.
Were there any particular essential qualifications or experience needed?
Put simply, the concierge needs to be ‘in the know’. Guests will come up to the desk expecting to meet someone will all the answers so I would say as long as your local knowledge is up to date, you have an outgoing personality and can talk the leg off a stool you would be able to find your way in this profession. I always feel it’s very important to network and you must keep up with your local contacts – you never know what specific questions or requests are waiting for you with your next guest. Discretion is also paramount in this role as guests will often share important personal information with us. It is also really important to stay calm in all situations, we must project an image of absolute professionalism at all times because I am representing the Fitzwilliam brand.
Are there alternative routes into the job?
Yes you can start in some hotels as a doorman or hotel porter and work your way up through the ranks that way, in fact most people on the continent start out in that way.
What are the main personal skills your job requires?
Communication and approachability are both key; you need to be able to make a connection with each guest to ensure their every need is met during their stay. An outgoing personality is essential to ensure you are able to build working relationships with service providers and to seek out those all-important networking opportunities. I am a member of the Clefs d’Or concierges and we are known across the globe as your guarantee that you are in the care of a professional, dedicated to maximising the potential of your visit. This in turn means that I have a wealth of knowledge I can tap into with a network of colleagues all over the world because of my position with Les Clefs D’Or Ireland. I sit on the executive of the Irish Branch and have learnt so much from my peers which has proven invaluable to me. I have contacts within the USA, Canada, South America and of course across Great Britain. Discretion is also hugely important, to build a reputation for the hotel and maintain trust with each and every guest that comes through the door, this is all part of a five star service.
What does a typical day entail?
It is a cliché, but there is no typical day at the Fitzwilliam Hotel in Belfast. Each and every guest that comes through the door is different and that brings varied requests and needs.
What are the best and most challenging aspects of the job?
I love meeting people from all over the world and all walks of life but sometimes language can present a barrier, but with a little sign language and Google translate we get by! Our job is to ensure each and every guest enjoys their stay with us at the Fitzwilliam and has the best experience possible in this wee country of ours. At the Fitzwilliam we are all part of a dedicated team and each day I work alongside colleagues who try to provide the best possible experience for all our guests. We were recently awarded five stars which was a hugely gratifying experience for everyone to see all of our hard work being recognised so that was a real highlight for many of us.
Why is what you do important?
The concierge is essentially the face of the hotel, first impressions last so if we don’t get our initial welcome right guests will not get the best experience possible, they won’t get the five star Fitzwilliam experience which is what we strive for every day. That is why our job is so important and any concierge throughout out the world tends to be ‘your key to everything’ – which is a well-known motto of the Clefs d’Or.
What advice would you give anyone looking to follow a similar career path?
Keep learning new things every day, knowledge is absolutely key in this role.
If you weren’t doing this what would you like to do?
I would probably still be a taxi driver or a chauffeur, I honestly don’t know, I have found the perfect role for me.
If you could go back, what is the one piece of advice you would give to yourself on your first day?
Take up golf now and don’t wait for eight years, it is such a great way of making contacts.
Describe your ideal day off.
I love playing golf, so 18 holes of golf at Ardglass Golf Club is probably my ideal day off. It’s a fantastic course and post golf I enjoy a few sociable drinks if I am not driving.