Mr. Hundehege, you are a hotel concierge and president of the professional association “The Golden Keys”. You are currently working in Berlin at the Waldorf Astoria. How did you get your job?
Kim Maurus
volunteer.
Follow I follow
For me it was a bit lucky.
I applied for the reception at the time and was told that I would also be seen in the concierge area.
Six hotels later, I'm still doing this.
It's always exciting and interesting to explore a city so deeply that you can recommend new things even to people who come there for the 20th time.
The job is terribly varied, we never know where the day will go.
They say concierges "make the impossible possible". What does that mean?
I don't want to call it banal, but it can start with a little attention and end with expensive concert tickets.
The range we are trying to cover is wide.
Ultimately, the little things make the difference.
What are little things like that?
For example, if someone drops in a conversation that they have certain preferences when it comes to food - that we tell the restaurant where the guests are booked.
Or when someone calls, wants a restaurant reservation and mentions: "It's my partner's birthday." At that moment, the doorbell should ring without us asking further, and we should adjust our recommendations and courtesy accordingly.
It's always about being one step ahead of the guest.
Have you ever had a wish that you couldn't fulfil?
For example, if someone wants to go to a sold-out concert with four people, you might still be able to get the tickets separately, or maybe another day works.
There can still be options B, C and D after Plan A.
But of course there are inquiries that you have to think about first.
We once had a celebrity at the hotel for whom the host who invited her to an event wanted thousands of white roses in the room.
You can't just buy them at the flower shop next door.
Or something like: We have to get a vegan cake from now on.
How do you explain to a guest that his ideas cannot be realized?
That's nothing to hide from.
I would then say that the option is unrealistic, but we have the possibility or the possibilities.
A priori, none of us would say no – as long as everything is legal.
Do you also get requests that are illegal?
The Internet has actually done that.
But before that?
Certainly.
Speaking of the Internet: Events and restaurants can now be easily googled. Does this threaten your job?
I don't think so, because it also helps us with the search.
There aren't many real insider tips anymore.
Before you come to a city like Berlin, read many Tripadvisor reports and restaurant reviews.
Today's guests come to us with an overabundance of information.
We have to find out in short, precise questions where they really want to go.
Do you want to go to a trendy restaurant, are you interested in good service?
That's the challenge.
It's about tailoring activities.
The internet doesn't have as good a chance as we do.