At the heart of the Five Seas experience, the role of Head Concierge plays a key part. Romain, a Clefs d’Or concierge, shares more through this interview.
Can you tell us about your background and your role at Five Seas?
“After a traditional background in hospitality and food service, I naturally gravitated toward concierge services by joining the ICI Icare school, where I earned a Bachelor’s degree in Luxury Hotel Management with a specialization in concierge services.
Following my first professional experience at the concierge desk, I immediately found my calling and decided to pursue this career path. At Five Seas, my role is to advise and guide guests with all types of requests, both within the hotel and throughout the surrounding region, in order to make their stay easier and offer them a tailor-made experience.
With my team, we are here to support guests at every moment and make their stay truly unique. Over the years, Five Seas has enabled me to grow professionally, and for just over a year now, I have held the position of Head of the Concierge Department.”
What does being a Clefs d’Or concierge mean to you, and how does it translate into your daily work?
“For more than two years, I have been very proud to be a member of the Union of Hotel Concierges, ‘Les Clefs d’Or,’ an association that continues to grow internationally year after year. Thanks to the strength of its network, it supports me daily in my role as a concierge and allows me to provide precise, personalized, and responsive answers to our guests’ expectations.
This distinction, recognized by our guests, enables me to build a privileged relationship with them and to offer a unique guest experience based on attentive listening, anticipation of needs, and excellence in service. In my view, it is one of the greatest assets of my profession.”
In your opinion, what makes a stay truly memorable for a guest?
“A memorable stay is defined by a lasting memory, a special touch, or an anticipated request that creates that ‘WOW’ effect. The goal is to go beyond guests’ expectations. Our role is therefore to gather information in advance and, thanks to the close relationship we build with them, anticipate their needs in order to create unique memories.”
In a few words, how would you define your vision of service and hospitality at Five Seas?
“This vision of service is all the more enhanced at Five Seas thanks to team members who work every day to offer the very best to our guests. The fact that the hotel is a 45-room boutique hotel, driven by a family spirit, fosters particularly close connections and meaningful exchanges with our guests. We see this every year through the loyalty of many returning guests, who especially highlight the hotel’s cosy and welcoming atmosphere.”