Les Clefs d'Or® International Revue | Autumn/Winter 2015 No. 211 (Update)b by Les Clefs d'Or®

LES CLEFS D'OR REVUE Revue de l'Union Internationale des Concierges d'Hotels

HONORARY PRESIDENTS R. BASTONI J.M. BAUTISTA A. DAMONTE (deceased) W. FREYTAG A. GIACOMELLO A. GUNST (deceased) D. O’BRIEN A. OSTERTAG A. SCHNEIDER M. SILVERMAN (deceased) R. WATSON

Sage Sage Sage Sage Sage Sage Sage Sage

MEMBRES D'HONNEUR J. DESJEUNES

FRANCE SPAIN GREAT BRITAIN GERMANY SWITZERLAND HUNGARY IRELAND SWITZERLAND AUSTRIA UNITED STATES UNITED STATES FRANCE

EXECUTIVE COMMITTEE International President 1st Vice President 2nd Vice President 3rd Vice President Past President Treasurer General Secretary Assistant General Secretary Representative for International President in Paris Director of Publication Editor Chief Editor Coordinator of Information

COLIN TOOMEY Shangri-La Hotel, Sydney, Australia SIMON THOMAS Lanesborough Hotel, London, England RODERICK LEVÉJAC Four Seasons George V, Paris, France ANDERS RUGGIERO Hotel D’Angleterre, Copenhagen, Denmark EMMANUEL VRETTOS Hotel Mistral, Athens, Greece JEAN-ROLAND BOUTILLÉ La Reserve, Geneve, Switzerland JAMES RIDENOUR InterContinental Melbourne The Rialto Australia JACOB DETERING InterContinental Melbourne The Rialto Australia DOMINIQUE GUIDETTI Park Hyatt Vendome, Paris, France COLIN TOOMEY UICH LES CLEFS D’OR JAMES RIDENOUR JAMES RIDENOUR

ZONE DIRECTORS AMERICAS ASIA OCEANIA CENTRAL EUROPE MEDITERRANEAN SCANDINAVIA WESTERN EUROPE

S. KHAN E. SALDANHA S. RYAN T. UNGAR D. LIAPIS S. JOUTSENVUO P. STILL

BOARD OF DIRECTORS (45 MEMBER SECTION COUNTRIES) ARGENTINA AUSTRALIA AUSTRIA BELGIUM BRAZIL CANADA CHINA CHINESE TAIPEI CZECH REPUBLIC DENMARK FINLAND FRANCE GERMANY GREAT BRITAIN HELLAS (GREECE) HOLLAND HONG KONG HUNGARY INDIA IRELAND ISRAEL ITALY JAPAN KOREA LUXEMBOURG MACAU MALAYSIA MEXICO MOROCCO NEW ZEALAND NORWAY PHILIPPINES POLAND PORTUGAL QATAR ROMANIA RUSSIA SINGAPORE SPAIN SWITZERLAND THAILAND TURKEY U.A.E UNITED STATES

P. CASTRO P. MCBREARTY C. PARAL M. VAN CLEVE G. BORGES C. AVARIA J. ZHAN A. LAI P. ZEZULA C. RUNGE P. GAUDIO D. GUIDETTI T. MUNKO A. LYNCH D. LIAPIS B. MACKENZIE F. LUI T. UNGAR A. JOHN P. FITZSIMMONS R. ALKELAI M. PAONESSA M. TAJIMA J. LEE S. DELCOMMINETTE S. IONG R. KUMARASAMY A ORTIZ T. El HADDAD N. STEELE A K GRONGSTAD M. HAYAKAWA P. PRASULA J. ALVES R. SANTOS C. MALUREANU A. KORYSTOV S. MUSADDIQ M. PIZARRO M. PIERRAIN W. CHAKUMROD A. ONER A. SAM R. MARKS

Cover design & photograph by PAUL RUMPFF Graphic design and printing Montreal, QC., CANADA cascomkt@aol.com L’opinion exprimée dans la revue n’engage que ses auteurs et ne saurait en aucun cas engager l’UICH “Les Clefs d’Or”

LES CLEFS D’OR REVUE

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

POST-HUMOUS HONORARY PRESIDENT ANDY PONGCO PHILIPPINES

Autumn / Winter 2015 No 211

Message from the International President Message from the International General Secretary World Congress Dubai France Great Britain Germany Switzerland Denmark Spain Australia Brazil Canada Chinese Taipei China Hungary Hellas Holland Hong Kong Israel Japan India Sri Lanka Luxembourg Korea Macau Malaysia Morocco New Zealand Philippines Qatar Singapore Thailand USA Educational Training Initiatives

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Union Internationale des Concierges d’Hôtels LES CLEFS D’OR OBJET : Regrouper les Membres ou les Sections Nationales ayant pour appellation LES CLEFS D’OR Siège Social : 12, rue Cambon - 75001 PARIS Tél.: 33-1-42-60-77-57 Fax: 33-1-42-60-17-44 Association Loi 1901 déclarée à la Préfecture. Paris Website: www.uichlesclefsdor.org Blog: www.lesclefsdor.wordpress.com

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

Holly's TribuTe

Marjorie silverMan GOODBYE MY FRIEND Marjorie, On Oct 14th 2015 you will take your last earthly breath as you, the remarkable Marjorie Silverman. I will miss you deeply and I will remember you always. I will hear you saying the words “Oh I love’’.... (Fill in the blank.) Oh I love bamboo, birdcages, ceramics, jade, lacquer, markets, gardens, music, silk, old kimonos, gold leaf, lace, needlework, scissors, knives, tools, poetry, literature, cooking, dishes, a beautiful table, Christmas, bows, feathers, trees, flowers, ginger, fans, tagine, star anise, savory things, words, the list could go on forever. I always said it was a short list of the things you didn’t like. Except fools of course, you never did suffer fools gladly. But you could wax rhapsodic about the leaf of a Gingko Tree, staring lovingly and saying... “Just wait a few weeks and it will be the most amazing yellow.” Whenever I see a lovely thing, I will hear your voice saying, “I love that". Oh and how I will miss your voice. That raspy, whisky, cigarette, authoritative, distinctive voice. The way you would say “Hiiiiii” when you would hear mine as I was just calling to say hello, or ask an opinion, or tell you a story or maybe even gossip a little. I will miss that so much. I will miss your voice. In this past year after you had surgeries and looked so different physically when I heard your voice I felt a sense of calm, there you were, it was my familiar friend. You have used your voice so well my friend. As a leader, a mentor, a pioneer, a teacher, a Mother, a Wife, a Sister, a Concierge and a true friend. I always loved and respected you and thought if I was your friend I must be OK, I mean, after all, you were discerning and smart and so cool, I was so happy that we became close all those years ago, it felt like I was playing with the best kid on the playground. Over these 35 years we have played a lot. We have traveled to places around the world. I remember when Bill and Edwin and You and I went to Poland and you and I never stopped talking for days on end. Bill said. “What the hell do you girls have to talk about so constant|y” I have no idea, it is just that we always had so much to say to each other. I will miss that so much. There were a few things we never talked about, all those news shows you absorbed daily with a rabid hunger for current information and me who never listened to that crap, attempting to protect my precious consciousness so I could be alert to spiritual pursuits. We could never talk about that either, because you were firm on the atheist thing and I am convinced that there is a God of my not understanding whatever one calls it. But that never mattered. You were earth and I am water, we saw each other’s souls, we supported each other and together we used those different ways of seeing the world to help raise up Maria. Thank you for sharing her with me, what a special bond that relationship became in our friendship. You were the strongest person I have ever met. You always referred to yourself as a Peasant. Hard working, no nonsense, responsible, gets it done, no complaining. That was you. Nothing about you was frivolous. I could always count on you. I will really miss that. You weren’t perfect, sometimes you could be cold, oh but never to me, but I knew that part. You weren’t great at sharing your deepest feelings, but if anyone ever wanted to see your love expressed they had only to go to your home where you worked all day making their favorite foods and serving them with exquisite flair. The I love you was loud and clear if on a plate if not an ear. What you did for the concierge community and profession worldwide is legendary and there will be tributes of all sorts. You changed our landscape; you brought your reason and enormous sensibility, your ethics and enthusiasm. Your death is a giant loss for everyone you touched. For me it is personal but I will miss you professionally beyond measure. I am in such sorrow imagining that you won't be there to run ideas by, to play with at congress’ to share our history and futures. When you were elected President in Prague, it was all so serious and the whole first woman thing was such a huge deal. Maria and I wanted to lighten the mood and we changed all the signs that said Marjorie Silverman, President to MAJOREE SLIVERMAN. We giggled like schoolgirls and so did you. I will really miss the giggling.

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1998 - 2000

Not exactly sure how I got to be the lucky one, to accompany you on your last Concierge Congress, your last overseas adventure, your last big journey to a foreign land, until the one you are on now of course. I am just grateful that we had that time together. Our hosts in Japan were beyond hospitable and the entire experience was magical. For me though, the best part of the trip was the expression of our long and sweet friendship. It was all easy and tender and everything flowed from love and kindness and respect. it was as the Japanese say Omotenashi. (true hospitality) We laughed thinking that we were now the “Elders” when we had always made sure the elders had seats when we were the hosts. There we were the only two people sitting down in a sea of Asian Concierge. I turned to you and said. “When did we become Jean Gi||et?” it was a wonderful moment as were the moments when you reached for me and I felt a sense of tenderness each time you took my arm. I made sure it was always there and you would take it whenever you felt you needed it. It was a silent bond between us. I am so glad we had it because now that is what remains. A silent bond. Thank you for being my loving friend, I loved you so much. I will miss you so much.

LES CLEFS D’OR aCTualiTÉ inTernaTionale

President Les CLefs d’Or

May your journey be filled with beauty as you always appreciated it so. Holly

MaRjoRie SilveRMan Ms. Silverman retired in 2005. She was the Chef Concierge of Hotel interContinental Chicago and was the first female and first american to serve as President of Union internationale des Concierges d’Hotels, les Clefs d’or, 1998-2000. Ms. Silverman held every office in les Clefs d’or USa and after the completion of her presidency in 1990, she was invited to be an advisor to the Board of Directors, a position she held until august, 2007. She was the first Director of the Zone of the americas, 1990-1998. Under her leadership both Brazil and Mexico were accepted as member countries of les Clefs d’or. She is proud to have been designated an international Honorary Member of the Brazilian section. Ms. Silverman enjoys teaching about the profession. She taught at the international Concierge institute in Montreal and Fort lauderdale as well as conducting seminars for concierge professionals in Brazil, Mexico, Singapore, China, Poland, jamaica and anguilla. les Clefs d’or USa has honored Ms. Silverman with a lifetime achievement award, and has dedicated a scholarship in her name, The Marjorie Silverman education Fund, which is awarded to worthy university students pursuing a hospitality curriculum.

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

MESSAGE FROM OUR

INTERNATIONAL PRESIDENT

On behalf of the International Executive Committee of Les Clefs d’Or it gives me great pleasure to introduce you to our most recent edition of the International Review. Since creating a digital version of our time honoured publication, our coverage on the various meetings and events hosted by our National Sections has received a much wider audience. Once confined to the pages of a printed booklet, the reporting of our activities can now be made available on-line not just to our members, but to our many partners and friends in the tourism and hospitality industry. In sharing this news with you we hope to provide our readers with a better understanding of who we are and what we are trying to achieve as an association. In this edition we celebrate the spirit of diversity. With almost 4,000 members represented in 45 National Sections, Les Clefs d’Or members come from a wide and disparate background. Our membership varies greatly from country to country and each Section brings its own unique cultural identity to the profession of Concierge. While we embrace the heritage and traditions of our individual homelands we are also united as a group in our support of tolerance, understanding and diversity. As Les Clefs d’Or Concierge our members are also in a unique position. We welcome to our hotels the broad demographic that makes up todays travelling public. We are sensitive to their individual needs but we also hope to share with them some of our own beliefs and customs. My thanks to our many Sections who have contributed articles for this special edition of the International Review. I trust that you will enjoy reading about the various activities our members have been involved in and I thank you for your interest in Les Clefs d’Or. Yours in friendship, Colin Toomey President Les Clefs d’Or International

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GENERAL SECRETARY

LES CLEFS D'OR REVUE EDITOR

Dear Friends, I am pleased to be able to present to you the Autumn/Winter 2015 edition of the International Review. The theme of this issue is “Diversity.” As concierges, while we share the same profession, our working lives are very different based on the diversity of our hotels, our cities, our cultures, our countries and our guests. We work in a variety of properties: casinos, beach resorts, ski lodges, ecological retreats, skyscrapers, historic iconic buildings, grand palaces, boutique hotels, quaint lodges, and more. Les Clefs d'Or is definitely a most diverse, global network.

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

MESSAGE FROM OUR INTERNATIONAL

Our motto, “in service through friendship,” shines on every page of this Review. Thank you to everyone for their thoughtful submissions. My hope is that, by reading each of these pages, we can gain a greater understanding of our varied working environments. I’d like to specially thank Burak Ipekci, who came up with the idea of “diversity” for this edition. I would also like to thank Paul Rumpff for creating such an amazing cover page. Thank you as well to Michael Romei, Muffin Spielman and Burak Ipekci for their help in editing the Review, and as always, thanks to our publisher Joseph Casale for helping put the edition together. I hope you enjoy reading these pages as much as I did. Vive Les Clefs d’Or! All my very best, in friendship, James Ridenour General Secretary Les Clefs d’Or International

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

63rd World ConGress

Saturday, april 9th 2016

leS CleFS D’or inTernaTional WorlDWiDe CongreSS DUBai, Uae ProPoSeD Daily agenDa

Executive Board Arrival Sunday, april 10th 2016 executive Board 08:00hrs 10:00hrs 13:00hrs 14:00hrs 18:00hrs 19:00hrs

Breakfast at JW Marriott Marquis. Executive board Meeting. Lunch. Continuation of meeting. End of Executive Board Meeting Depart to opening ceremony

general Members Whole day Arrival at Dubai Airport and Chauffer drive to JW Marriott Marquis. Registration opens from 06:00hrs. Lunch at JW Marriott Marquis for Registered Members. Continuation of Registration. 18:30hrs Buses depart to opening ceremony Burj Park. Themed Emirati Cultural opening ceremony. Country Ambassadors and Ministers attending. 22:30hrs Bus depart to night outing venues. Monday, 11th april 2016 06:00hrs till 08:00hrs Breakfast 08:30hrs Members Depart Land and Water City Tour. 09:00hrs Board of Directors Meeting. 10:30hrs Morning Coffee Break. 11:00hrs Continuation of BOD 13:00hrs Lunch 14:00hrs Continuation of BOD 18:00hrs End of City Tour and BOD 19:00hrs Depart for Dinner Tuesday, 12th april 2016 06:00hrs till 08:00hrs Breakfast 08:30hrs Educational Symposium 09:00hrs Educational Symposium 10:15hrs Morning Coffee Break. 11:00hrs Continuation of Educational 13:30hrs End of Educational Continued by Lunch 16:30hrs Desert Safari Dinner 23:00hrs End of Safari Wednesday, 13th april 2016 06:00hrs till 08:00hrs Breakfast 08:30hrs General Assembly. 09:00hrs Start of Assembly. 10:30hrs Morning Coffee Break. 11:00hrs Continuation of General Assembly. 13:00hrs Lunch. 14:00hrs Continuation of General Assembly 17:30hrs Expected End of General Assembly 19:00hrs Free Countries Dinner. Thursday, 14th april 2016 06:00hrs till 08:00hrs Breakfast 08:30hrs Buses Depart to Burj Khalifa and Air Tour . 17:30hrs Buses return to JW Marriott Marquis. 19:30hrs-Start of Gala Dinner. 23:00hrs 1st buses start departing from Atlantis. Friday, 15th april 2016 All day departures.

Late check out subject to availability.

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Welcome to 63rD UiCH Congress Dubai-Uae I would like to personally welcome each and every one of you to the 63RD UICH INTERNATIONAL CONGRESS-DUBAI-UAE. It is an exciting time for our society as we continue to grow and adapt, remaining always adaptable, motivated and responsive. Our society is confronting a time of many changes and we’re meeting these changes during a time of larger nation-wide and global change. The world of UICH is an exciting area in which to work/study and experience in continuing to meet and bring inspired people together in Congress to remain on the cutting edge of our market conditions. We are transforming the way we operate to continuously improve our ability to , Our members and partners have continued to meet the challenges of our field and to excel despite setbacks. We should all be very proud of where we are today and excited about where we are headed.

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

aPril 10TH To 15TH, 2016

Before I close, I would like to thank each of you for anticipating to attend the Congress and bringing your expertise to our gathering. You, as Society leaders, have the vision, the knowledge, the wherewithal and the experience to help us pave our way into the future. You are truly our greatest asset today and tomorrow, and we could not accomplish what we do without your support and leadership. Throughout this Congress, I request you to stay engaged, keep us proactive and help us shape the future of our Society. My personal respect and thanks goes out to all of you. Abey Sam National President Les Clefs d’Or UAE. Watch our spectacular ramadan video and find us on Facebook!

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

franCe

ORIGINAL SIX-MEMBER SECTION COUNTRY 2015 was a very busy year ! In March, we held our gala dinner at the Pavillon Dauphine and on the same day, we had our General Assembly : it was a special event as we adopted our new Statutes following the requirements of the UICH. We also had to adapt them to the evolution of our association. Moreover, we needed to take new measures as the number of our members is increasing and unprecedented situations are appearing. Now we will be able to cope with a wide range of circumstances.

In April, the french section was very happy to attend the international congress in Mendoza (Argentina) : from the 25 french participants, many of them took part for the first time to this gathering and… they are all planning to go to Dubai next year where they will meet again with their new concierge friends from all our the world ! On June 1st, the students of the Concierge d’Hôtel Class were given their diploma. The event took place at the prestigious hotel Plaza Athénée Paris. The sponsor of this promotion, the famous chef Alain Ducasse took the time throughout the year to meet our students in various occasions : he shared his experience and advices with generosity. On September 3rd, 12 students joined the Hospitality College in Toulouse and are already very involved. The sponsor for this year is Mr Michel Jauslin, Vice President Area Hotel Hyatt and Resort. The french board is currently entirely focused on our next National Congress to be held in Evian, November 6th – 8 th 2015. Our concierge friends in Evian and around have been working very hard in order to offer the numerous participants a 2 nights stay which will allow discovering this part of France. In the program, apart from working session, a sightseeing of Evian but also a meeting with our friends from « l’Arc Lemanique » part of Switzerland. As always our sponsors are bringing their generous support.

On this picture : on left Silvia Parisotto and Mrs Sylvie Tellier

Our national congress was held in Monaco. We had the pleasure and honor to be welcomed by the Prince Albert II de Monaco

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HÔTEL BARRIÈRE

LE MAJESTIC CANNES “This Majestic Palace in which I have been working for the last 40 years”

TURN YOUR GREATEST EXPERIENCE INTO A LEGEND Enjoy the Hôtel Barrière Le Majestic Cannes experience encompassing luxury, elegance, charm and style. This palace was recently fully renovated and refurbished in true Cannes style. Ideally located on La Croisette Boulevard facing the Mediterranean and the Palais des Festivals, the Hôtel Barrière Le Majestic Cannes has 258 rooms & 91 suites and two penthouses. Gourmet cuisine is one of the delights that the Hôtel Barrière Le Majestic Cannes cultivates with passion: from the private beach restaurant to typically Provencal cuisine at “La Petite Maison de Nicole”, the only ambassador of the Nice Restaurant famous for its homelike atmosphere, which specializes in the best traditional Mediterranean dishes in the region, through The Fouquet’s Cannes, which upholds the grand French brasserie traditions to perfection. Indulge in the luxury of an outdoor pool heated all year round, a private beach and water sports (in season) or treat yourself to a moment at the Spa My Blend by Clarins.

Hôtel Barrière Le Majestic Cannes - 10, La Croisette - 06400 Cannes - FRANCE Tel + 33 / 4 92 98 77 00 - email: majestic@cannesbarriere.com - www.majestic-barriere.com

design www.thomasoak.fr - photos © Groupe Lucien Barrière

Glamour forever: the Majestic offers 2,000 sq. meters of luxury boutiques.

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

GreaT briTain

ORIGINAL SIX-MEMBER SECTION COUNTRY

englanD: lonDon: THe CiTy: SoUTH PlaCe HoTel - Boutique contemporary Five Star Hotel. - 80 Bedrooms. - The award-winning Head Concierge Burak Ipekci and members of Les Clefs d’Or Great Britain and the Commonwealth. - Named as one of the Big Six Art hotels worldwide. - Angler is a rooftop seafood restaurant with a Michelin star, an air of relaxed elegance, and a stunning roof terrace. - The Spy Garden offers a retreat to hotel guests along with Le Chiffre, the residents’ games room.

Burak Ipekçi

Keywords #Design concept hotel #Angler restaurant #Michelin Star #Spa Garden #Six Art Hotels #Games room #Catey’s Concierge of the year #City of London

SCoTlanD: loCH loMonD: CaMeron HoUSe loCH loMonD - A Five Star Hotel. - 132 bedrooms, over 100 self contained lodges. - Stunning Loch side location. - Alan Grimes, Head Concierge and Member of Les Clefs d’Or Great Britain and the Commonwealth. - A Former Scottish baronial mansion and bear park. - Excellent views of the stunning Scottish Countryside. - 18 hole championship Carrick Golf Course. - Award winning Carrick spa. - Enjoy airplane tours.

Alan Grimes

Keywords #Overlooking a Loch #Scottish baronial mansion and bear park #golf course #Award winning Carrick spa #Airplane tours

SCoTlanD: eDinBUrgH: WalDorF aSToria HoTel

Thomas Stewart

- A Five Star Hotel. - 241 guestrooms and suites. - Breathtaking views of Edinburgh Castle. - A former Victorian Railway station hotel. - “The Caley” as it is affectionately known to the locals and is one of Edinburgh’s most significant landmarks. - Two award-winning restaurants created by the Michelin-starred Galvin brothers The Pompadour by Galvin and Galvin Brasserie de Luxe. - Sample some of Scotlands finest Whiskies at the Caley Bar. - Thomas Stewart, Assistant Head Concierge, Member of Les Clefs d’Or Great Britain and the Commonwealth and Regional Chairman of the Great Britain and the Commonwealth. Keywords #Edinburgh Castle #The Caley #Former Victorian Railway station #Caley bar #Whiskies #Galvin brothers #Michelin star

englanD: FarnBoroUgH, HaMPSHire: aviaTor HoTel - A Five Star Contemporary Hotel created by TAG Group a hotel for elite travellers. - Design Hotel, with super stylish interiors and architectural statement. - Located near a historic aeronautical location. - The only hotel located on the perimeter of the private TAG airport. - Ray Nixon, Head Concierge and a member of Les Clefs d’Or Great Britain and the Commonwealth. - Aviator Weddings which licensed and able to hold marriage ceremonies. - Sky bar offering classic and contemporary cocktails. - Aviator Brasserie a 2 rosette stared restaurant with a focus on seasonal produce. Keywords #TAG hotel #Design #Located on the private TAG airport #Sky Bar #Aviator Brasserie #2 Rosettes Aerospace ####

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Ray Nixon

Ben Bickerton

SCoTlanD: glaSgoW: raDiSSon BlU

- A Five Star contemporary Hotel. - Located in the heart of Glasgow. - 247 guest rooms all crated by Jim Hamilton of Graven Images. - Meeting and Events facilities which can host up to 800 persons. - Grahamston Village vanished beneath the foundations of Glasgow Central Station over 100 years ago, the forgotten piece of Glasgow’s history lives on in the Radisson Blu Atrium bar. - Collage restaurant is the sole site worldwide for Sir Peter Blake’s Alphabet Collection. - Radisson Blu hotel boasts an impressive music theme throughout the First floor meeting rooms. - Facilities to cater for weddings. - Ben Bickerton, Head Concierge and a Member of Les Clefs d’Or Great Britain and Commonwealth. Keywords #Design #Jim Hamilton #Weddings # Atrium bar #Collage restaurant #Meetings and Events #Grahamston Village

SCoTlanD: eDinBUrgH: THe SHeraTon granD HoTel anD SPa - A Five star Hotel. - 269 stunning contemporary guest rooms. - First open in 1985, in the heart of Edinburgh’s City Centre. - Stuart Massie, Head Concierge and Member of Les Clefs d’Or Great Britain and the Commonwealth. - The hotel has dramatic views of Edinburgh Castle. - A wide range of facilities including One Spa with its iconic rooftop hydropool, thermal suite, indoor swimming pool and Sheraton Fitness. - One Square is the hotel's vibrant restaurant and bar, serving a delicious range of high-quality, seasonal dishes created by Executive Chef Craig Hart. - One Square launched its own brand of One Square Gin earlier this year in collaboration with a local micro-distillery. - An inventive afternoon tea is served daily, with a seasonal twist.

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

GreaT briTain

ORIGINAL SIX-MEMBER SECTION COUNTRY

Stuart Massie

Keywords: #Contemporary #Edinburgh Castle #Spa #Rooftop Hydropool # One Square Gin #Chef Craig Hart #Creative Afternoon Tea

englanD: lonDon: ST. PanCraS renaiSSanCe HoTel - A Five Star Hotel. - 245 guest bedrooms including 38 Suites. - A former Victorian railway station hotel, restored to its former glory. - Award winning Assistant Head Concierge, James Elliott and Andy Pongco award winner 2014. - Located next to the Eurostar St Pancras train station, it overlooks the main platform. - World famous chef, Marcus Wareing offers French Cuisine at The Gilbert Scott brasserie and bar.

James Elliott

Keywords: #Contemporary #Railway Station #Eurostar #Marcus Wareing #Gilbert Scott #Victorian #Andy Pongco #Spa

Bibliography and sources Pictures and information courtesy of the following hotels: -St Pancras Renaissance hotel, PR and Marketing -The Sheraton Grand Hotel and Spa, PR and Marketing -Radison Blu Glasgow, PR and Marketing -Aviator Hotel Farnborough, PR and Marketing -Waldorf Astoria Hotel Edinburgh, PR and Marketing -Cameron House Loch Lomond, PR and Marketing -South Place Hotel London, PR and Marketing Complied by Les Clefs d’Or Great Britain and the Commonwealth, Jose Pauco, Publicity Officer

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

GERMANY

ORIGINAL SIX-MEMBER SECTION COUNTRY

SebaStianeum bad WoeriShofen mr. thomaS Luedtke My profession: Concierge at the Kneipp- and health-resort Sebastianeum **** Bad Wörishofen With its 125 years of tradition and experience, our house offers a health-style-program after the methods of Sebastian Kneipp (naturopathic treatment) with holistic health care and tailor-made prevention services, as well as individually coordinated rehabilitation programs. This combination is unique worldwide. Our guests enjoy the cultivated and quiet atmosphere of a 4-star establishment, located directly on the spa promenade, with all the attractions of a lively spa town - concerts, music festivals, theater, upscale shopping, cafes, restaurants, parks and well-maintained hiking and cycling trails. Our house combines the medical expertise of an experienced team of physical therapists, cooks trained in nutrition, as well as expert nutritionists, and all of this in an atmosphere of cultivated hospitality. The well-being, privacy and health of our guests are of utmost importance to us. As a concierge with experience in the hotel as well as the spa industry with its special needs, I am always available to our guests, taking care to provide for their needs on all levels – body, mind and soul - with all necessary and appropriate arrangements for their well-being. hoteL atLantik kempinSki hamburg mr. JohanneS imhof The Hotel Atlantic Kempinski Hamburg is a famous hotel and Hamburg's Grand Hotel predestined for Concierge Service. Since its opening in 1909, it has been considered a landmark of the city and the center of the social elite. To date, it welcomes heads of state, internationally known actors and musicians along with discerning business and leisure travelers. Linked to this are, of course, a variety of guest requests, enabling the full realization of service and thus also the art of the concierge profession. In every way and manner! I really enjoy making wishes come true and surprising loved ones for our guests. A great example would be an exclusive marriage proposal in our Phantom room with the terrace behind the caryatids featuring a romantic view of Hamburg and its Lake Alster. The Hotel Atlantic Kempinski Hamburg is particularly proud to have three concierges of different generations each with their very own character and style to offer flawless Lifestyle Management without leaving a desire left unfilled. The two younger concierges thrive on the opportunity to learn from the experienced chef concierge Peter Zahn — especially that really nothing is impossible.

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HoTel BayeriSCHer HoF MünCHen Mr. ToBiaS linDner I love Munich, I love my hotel! Combined this is my big passion for my daily concierge business. Since Munich is worldwide known as a destination makes you feel home and taking part of the daily life, it’s repertoire of guest is multicultural and makes you real proud. The Hotel Bayerischer Hof is known as Munich's THE grand hotel. It's 176 years history is breathtaking. Build on behalf of the bavarian king “Ludwig I.” it’s an honour to still serve the upper nobility of Europe. During the “Munich Security Conference” nearly all major head of states are our guests and the hotel morphs to one of the safest places on earth every February. The request of arabic sheiks, industrial CEO’s or our Munich guests are absolute various every day and combines my job with such great challenges, that I’m just getting excited every day I start my shift.

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

GerMany

ORIGINAL SIX-MEMBER SECTION COUNTRY

My favourite season is the “Oktoberfest” when the complete city gets in this special mood and your work is getting even more spontaneous. Suddenly you have to organize complete dresses, seats on the festival, change travel plans and search for phones on the biggest festival worldwide and that all at the same time.

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

sWiTZerland

ORIGINAL SIX-MEMBER SECTION COUNTRY

THe Bern SeCTion General Assembly President : Patrick ritschard (Hotel Bellevue Palace, Bern)

THe BaS valaiS anD riviera vaUDoiSe SeCTion Informal diner President : Sylvie gonin (Hotel Beau Rivage Palace, Lausanne)

THe geneva SeCTion Informal diner President : jonathan Schmitt (Hotel De La Paix, Geneva)

THe graUBünDen SeCTion New Members President : oliver assandri (Hotel Suvretta House, St Moritz)

THe graUBünDen SeCTion General Assembly President : oliver assandri (Hotel Suvretta House, St Moritz)

THe lUZern SeCTion Informal diner President : enzo Baciocchi (Hotel Schweizerhof, Luzern)

THe ZUriCH SeCTion General Assembly President : jérémie varry (Hotel Baur au Lac, Zurich)

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

sWiTZerland

ORIGINAL SIX-MEMBER SECTION COUNTRY

THe WeSTern eUroPean Zone MeeTing 11-13 September 2015, Geneva

Informal Diner : restaurant les Armures

Zone Director and captain : Paul Still

Meeting at Hotel le richemond

Discovering of geneva and lunch cruise

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denMarK

ATTENDED 1ST INTERNATIONAL CONGRESS CANNES 1952

In the hotel industry diversity means quite a lot. Especially due to the fact, that the diversity of guest requests and wishes, needs to be met with the correct solution or alternative to have the outcome of a happy guest. At the D’Angleterre Hotel in Copenhagen we have a team of Concierges that all has different backgrounds, both personal and from previous jobs. The variety of different employees offers the opportunity to develop an environment that carries a vital and joint understanding in correspondence both verbally or in writing with all our guests. Hence, happy guests. Different personalities in the concierge staff also gives the single hotel a competitive advantage in the sense that multiculturalism lets us interact with our guests and their own cultural traditions and doings, in ways they thought impossible. Each Concierge at the hotel gains from the other and encourages effective and creative solutions and problem solving. With Les Clefs d’Or, diversity is in my opinion a core value too. We provide service through friendship, across borders and continents. Jonas Lagoni Concierge Hotel D’Angleterre Copenhagen, Denmark

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You became by best friend this days" That's the words of a job well done, our duty becomes our way of life and we feel we are meant to assist every time we see a guest lost or confused. Spain can offer a solution for every need and the concierge can accomplish their best wishes and preferences. Our concierges are prepare for everything and ready to make their stay unforgettable. Do not hesitate, come and enjoy Spain.

Albert Meier Head Concierge Ohla Hotel

Fairmont Rey Juan Carlos Barcelona

Jordi Leno 2nd VP Les Clefs d’Or Spain and Head Concierge Fairmont Rey Juan Carlos

Claudio Heldt Concierge Mandarin Majestic Hotel Barcelona Oriental and Community Manager Les Clefs d’Or Spain

Manuel Pizarro President of Les Clefs d’Or Spain and Chief concierge Villa Magna

Ohla Hotel Barcelona

Antonio Morilla Chef concierge Alfonso XII

Mandarin Oriental Barcelona

Marc Schmid Concierge Majestic Hotel

Alfonso XIII Sevilla

Villa Magna Madrid

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

sPain

ATTENDED 1ST INTERNATIONAL CONGRESS CANNES 1952

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AUSTRALIA Les Clefs d'Or Australia Revue September 2015 - Travel Diversity Australia has grown as a nation based on multiculturalism and diversity. This is further reflected within our dynamic membership and the collective Australian attitude to travel! To flow with the theme of travel diversity, you will notice each member listed below has their favourite travel transportation mode in brackets following, needless to say there are some surprises. Sydney hosted the recent Les Clefs d'Or Australia Annual General Meeting. It was an occasion for all to discuss current trends, engage in educational workshops and most importantly re-affirm old friendships. This event is one of the most vital on the calendar for Les Clefs d'Or Australia. Incorporated in the agenda this year was the Oceania Executive meeting with our friendly New Zealand counterparts, NSW Police Counterterrorism seminar, cocktail party and to cap it off a superb dinner overlooking the glistening Sydney skyline. Lead by our dynamic President, Peter McBrearty (bicycle) of the Langham Melbourne, the Annual General Meeting was thoroughly enjoyed by all, with one of the many highlights being our kiwi friends (tractor) getting a glimpse at true Australian culture. The International Congress in Mendoza was a monumental occasion for the Australian representative. For the first time we have three Australian members who have undertaken mandates for international executive positions. James Ridenour (Showboat) and Jacob Detering (tram), from InterContinental Rialto Melbourne, for General Secretary and Assistant General Secretary respectively. Though our proudest moment was when Colin Toomey (Seaplane) of the Shangri-La Hotel Sydney began his tenure as International President. This is truly a great achievement for Colin and a testament to his on going dedication to the Concierge profession and Les Clefs d'Or. Of course it was essential for the local membership to hold a surprise party to honour Colin and celebrate. The members were joined by Colin’s wife, Kim, long term friends and supporters of Les Clefs d’Or and a variety of suppliers. Thanks must be extended to Hidetaka Tanaka (monorail) for securing the venue, Phoebe White (hovercraft) for her supreme baking skills and to Kim Toomey for providing several photos for the album. Thank you to all those that contributed to the gift and for keeping the surprise intact.

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Over the last few months we have welcomed three new members into our local society, including doubling our membership in South Australia. We proudly and emphatically welcome Adam Forth (AFL Medicab) from the Peppers Waymouth Hotel, Paul Rumpff (locomotive )from the InterContinental Rialto Melbourne and Pericles (Perry) Yiannakis (skateboard) at the Sofitel Central Brisbane. Furthermore we welcomed back with open arms Christian Espino (golf cart) back to Australia when he took up the role at the InterContinental Sanctuary Cove Resort. Recently the Melbourne team undertook a viciously friendly Scavenger hunt where the winner was clearly not fashion. Though from all accounts it was successful and enjoyable day that ended up (like most Melbourne events) at a bar. It was extremely pleasing to see the Melbourne teams dressed up in their multi coloured garments and celebrate the diverse natures of their teams.

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ausTralia

Looking ahead the membership across Australia is preparing for the showpiece events of the Sydney and Melbourne Balls! Both are developing into amazing nights that will be celebrated appropriately. Furthermore the local members are quite excited that the International Executive Committee will be gracing our fair shores for their meeting in November. Finally a hearty congratulations to Mark Peyton (kayak) of the Sofitel Wentworth Sydney on his recent HM Magazine, Concierge of the Year prize! Though not to be overshadowed, new member Pericles Yiannakis took out the QHA Award for Guest Services. Finally David Patt (Aston Martin DB5) of the InterContinental Sydney was inducted into the Tourism Australia Awards Hall of fame. Congratulations to all. In friendship, David luff (motorised esky) Assistant Chef Concierge Four Seasons Hotel Sydney State Director NSW & ACT "Les Clefs d'Or Australia"l

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braZil les Clefs d ́or Brésil Concierges’ Day Celebration - june 2015 Les Clefs d ́ Or Brésil is extremelly happy for celebrating the Concierge ́ s Day for the 5th year consecutively! We ́ve chosen, not randomly, the date to celebrate our day, but the same date as St. Peter day, because us, as him, we are also guardians of important keys that open doors to distinguished visitors! We celebrate 29th June! We can open doors for guest to realize their desire, to reach their expectations, to make the impossible became possible and to make all dreams come true. We Can make the link for a good relationship with partners and touristic products in the cities. We love networking and provide the best use of it! All members in Brazil were celebrating together. LES CLEFS D ́OR BRÉSIL WANTS TO THANK ALL MEMBERS AND PARTNERS THAT HELPED TO MAKE THIS HAPPEN AND WISH ALL OF YOU, CONCIERGES ALL OVER THE WORLD AN AMAZING CONCIERGE ́S DAY ! LET ́S MAKE THE DIFFERENCE BECAUSE WE ARE GOLDEN...AND GIFTED!!! IN SERVICE THROUGH FRIENDSHIP!!! Luís César Rodrigues General Secretary LCD Brésil

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Concierges’ Day Celebration - rio de janeiro This year we celebrated the concierge’s day with activities all day: We had an opening with a welcome coffee at Aqua, after that we had a lecture and discution with a lawyer about Sexual and Moral Harresment at the companies and how to deal with it. After that we had a lunch at Rayz Restaurant. In the afternoon we had a sightseeing tour with the Openbus – Rio Line and we went to Sugar Loaf Mountain to cut the special cake made for us. At night we had a diner at Entretapas Restaurant to end the day and also help our Concierge Foundation.

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

braZil

President’s Message - love and Passion of being a Concierge To be a Concierge is an art. And the art of hospitality that makes us increasingly become passionate about hospitality profession. The spirit of service is the key point for success and makes us feel fulfilled. To be a concierge is a gift that God has given us, to make people happy and therefore we become even happier. But do you know what is means be a Concierge ? Concierge is a professional that donate your life 24hs every day to delivery an excellent and luxury service for our guests. He has the spirit to serve according to the guests need, but not only in this moment, also in all moments of our lives. We are always in dutty. As the president of this well know association, Associação Brasileira de Concierges, Les Clefs d ́Or Brésil, I am proud and honored to congratulate every Concierge for our day! Not only those who are Concierge but also those who are part of our world and help us to be what we are! Let’s celebrate with a toast to our day! Health and Sucess to all! Vive Les Clefs d'Or. Vive Les Clefs d'Or Brésil. Vive San Pieter our guardian! Guilherme S. Borges Les Clefs d ́Or Brésil President

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Canada Canada is one of the most diversified countries in the world. It spreads across North America from coast to coast or, as we say in French, d’un océan à l’autre (From one ocean to the other)! So, since the subject of this edition of the Revue is “Diversity”, we wanted to feature the diversity within Canada by presenting our seven regions through their Directors. Here’s some vital information about them and what they have to say about their regions... But first, please meet the members of our recently elected Les Clefs d’Or Canada Executive Committee:

Carolina Avaria President

Don Mooney Vice President

Ronaldo Breton Treasurer

Joanne Lewandowsky Secretary

Alain Ethier Public Relations Director

Toni Daoud Past-President

THe 7 CanaDian regionS anD THeir DireCTorS: aTlanTiC region (eaST CoaST HoSPiTaliTy) Roger Poirier, Concierge Delta Beausejour Hotel with 309 rooms area description: Moncton is the Hub of the Maritimes and the Sport and Entertainment Capital of Atlantic Canada. insider tip - why visit? Atlantic Canada has beautiful rugged coast lines and some of the warmest salt water beaches north of the Virginia's. Mix in great seafood, a vibrant culture, and lots of cities with their own vibe makes this part of Canada worth the trip! QUéBeC CiTy region (MajeSTiC olD QUeBeC) Simon Bovoli, Concierge (Fairmont Gold Manager) Fairmont Le Château Frontenac with 611 rooms area description: European charm, romantic ambiance, exquisite cuisine and charming hotels... Old Quebec, a UNESCO World Heritage treasure is walkable and safe. Stroll the only walled city north of Mexico and its cobblestone streets. insider tip - why visit? Quebec City is unique in its history and culture. The second you open your eyes on its beauty, you immediately forget everything else!

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MonTréal region (THe FrenCH CUlTUre) Chanel Mongeon, Chef Concierge Marriott Château Champlain with 611 rooms area description: If you want to mix business with pleasure, combining North American efficiency with European flair, Montréal is the best option! insider tip - why visit? This unique French culture and warm population will take your heart away! Not only de we consider ourselves foodies but we also like to share our passion for our city. niagara region (Wine CoUnTry anD THe FallS) Jamie Clarke, VIP Concierge White Oaks Conference Resort & Spa with 220 rooms area description: Niagara Falls has the Horseshoe Falls, surrounded by the world renowned Queen Victoria Park, two casinos, Hornblower Cruises, attractions/entertainment on Clifton Hill and so much more. Niagara on the Lake has the Shaw Festival Theatre & Fort George. insider tip - why visit? Niagara Falls is a spectacular waterfall considered one of the new Natural Wonders of the World. The Niagara on the Lake area features some of the best wineries in Canada.

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

Canada

onTario region (THe MeTroPoliS) Andrea Melendez , Concierge Trump International Hotel & Tower Toronto with 261 rooms area description: Toronto is a multicultural city that embraces and weaves together the cultures, stories and life styles of each of its inhabitants. It is the fourth largest city in North America and it is considered "One of the Most Livable Cities in the World" by many international annual rankings. insider tip - why visit? Each neighborhood in Toronto holds unique hidden gems to be discovered by our visitors. alBerTa region (THe roCkieS) A. Warren Downs, Chef Concierge (Fairmont Gold Manager) Fairmont Palliser, 407 Rooms area description: Alberta is an incredibly diverse and unique region in terms of culture and geography. Alberta is also well known for its plethora of spectacular national and provincial parks. From the stunning lakes of Waterton, to the majestic Rocky Mountains, you are never far from adventure in beautiful Alberta. insider tip - why visit? In addition to the world renowned Calgary Stampede, Calgary also hosts numerous premier music festivals including, Folk Fest, X Fest, Sled Island, Chasing Summer, Reggae Fest and Festival Latino to name a few. BriTiSH ColUMBia region (WeST CoaST anD THe iSlanD liFeSTyle) Dillon Carfoot, Chef Concierge Oak Bay Beach Hotel with 100 rooms area description: Victoria is a beautiful colonial style city surrounded by the Pacific Ocean and fronted by a picturesque harbor. Known as the "City of Gardens" insider tip - why visit? One of the most beautiful and temperate Canadian cities with a diverse and local dining scene, breathtaking scenery and genuinely friendly people.

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CHinese TaiPei The great roots Forestry Spa resort The resort, located at Sanxia District in New Taipei City, around 200 guestrooms, along with facilities that include restaurants, meeting rooms, hot-spring suites, a recreation center, and a gym, which is moreoever an ancient Japanese royal family’s residence. This comprehensive facility range makes the hotel a superb choice for domestic and foreign enterprises to hold large-scale meetings, exhibitions, or training gatherings. The Great Roots resort is the only location in the northern Taiwan with buttress-root rainforest and lots of breathtaking grand specimens on display. The hot springs of the resort are from a deep underground source, and the filtering through multiple geo-formations generating ultra-pure waters. Stringent testing and certification in accordance with Japanese national standards has resulted in premium-quality colorless and odorless sodium bicarbonate saline spring waters. Mr. Ethan Cheng

W Taipei W Taipei, an artistic icon right in the heart of the exhilarating Xinyi district where the city's most exuberant nightlife, scintillating entertainment, hottest fashion and other spectacular attractions reside. For the travellers’ living pleasure, 405 dreamy rooms adorned with the signature W bed, state-of-the-art entertainment, and the fabulous Munchie Box await your arrival. Whether the guests are staging a by-invitation-only black-tie ball or gathering a group of great minds, the more-than-2,500 square meters of event space and studios will get them into show business.

Mr. Rex Lee

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Silks Place Tainan Silks Place Tainan, a five-star hotel beautifully upholds Regent’s spirit of “local, yet global”—upholding local culture with global five-star modernity. Located in Taiwan’s oldest cultural capital, Silks Place Tainan incorporates the city’s ancient architecture, literature, art, and specialty cuisine for a modern, authentic Taiwan experience. Tainan is Taiwan’s oldest capital city with the numerous historical monuments, friendly people, great weathers and diverse delicious cuisines all give tourists a great reason to visit, which reflects on the annual growth of international and local visitors. Silks Place Tainan is established hence to promote this beautiful city with abundant culture and history. Silks Place Tainan is proud to be a part of this amazing city, and offers the very best of Tainan’s modern elegance and timeless culture for its travelers.

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

CHinese TaiPei

Mr. Owen Chen

The lin hotel With a perfect and harmonious mix of futurism and elegance. The Lin Hotel Taichung’s unique design stands out beautifully as a new landmark in Taichung's city center. The golden-ratio-based design lends a sense of balance and comfort to the guest rooms, while the Dubai-style outdoor swimming pool and wellness center, and the healthful culinary buffet tend to the body and soul of every guest. In addition, the executive rooms and suites offer convenient services and exclusive benefits which may weigh in as much or even more than their tangible luxuries. Lastly, the 11-meter high, 1340 m² banquet hall with 430-inch T.V. Wall Screen and dedicated service team guarantees that every event will leave a lasting impression. The Lin Hotel Taichung welcomes you with well-appointed rooms with gorgeous views, fine dining, and attentive service will surely make your stay into more than you imagined.

Mr. Colin Lai

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CHina A warm welcome to InterContinental Fuzhou! I'm the Chief concierge Angus Sun Ganggang. My concierge team and I are ready to provide you with a special experience and we look forward to giving you a memorable journey in Fuzhou with our professional knowledge and sincere service. Strolling on the streets of Fuzhou, you will find delicate lanes and alleys and feel the rich cultural atmosphere apart from its iconic three mountains (Yushan, Wushan and Pingshan) and Min River. Explore the city of hot springs for its new vitality, collect new images about the city of banyans and enjoy a wonderful blessed trip!

InterContinental Fuzhou Chief Concierge Angus Sun

a PerFeCT Day Morning Catching the first morning rays, jogging along the route that we have specially prepared for you in Chating Park, breathing the fresh air, listening to the birds’ twitter … what a wonderful day! Having a break from the hustle and bustle of the big city and getting back to peace and nature – it’s much better than the Peach Garden. After the breakfast, you can walk to the lobby lounge, get brightened by a ray of sunshine cast through the dome and enjoy a cup of jasmine tea, and here comes a relaxed and delightful day. afternoon Within only 20 minutes' drive from hotel we will reach the famous historical and cultural resort of “Three Lanes and Seven Alleys”. Covering a total area of about 40 hectares, this resort consists of three lanes, seven alleys and one central street, namely Yijin Lane, Wenru Lane, Guanglu Lane, Yangqiao Alley, Langguan Alley, Ta Alley, Huang Alley, Anmin Alley, Gong Alley, Jipi Alley and Nanhou Alley. Constructed in Jin Dynasty and renovated in Tang Dynasty, these ancient blocks have been well preserved and praised as the only “living fossil” of ancient lanes & alleys ever found in cities. Within these lanes and alleys there are more than 200 buildings which used to be the residences of such famous Fujian natives as Lin Zexu, Shen Baozhen, Yan Fu, Chen Baochen, Lin Juemin, Lin Xu, Bing Xin, Lin Shu, etc, who had left their glorious footprints in the sands of the modern and contemporary history of China. Strolling around the lanes, you may feel like going back to the old times, observing their daily livings and getting acquainted with their hobbies and legends. Next to these blocks stands the Wushan (Black Stone) Mountain. It’s told that in Han Dynasty, nine brothers from He Clan used to climb up this mountain and shoot the crows. Therefore, it’s also called “Crow-Shooting Mountain”. This famous mountain left behind many historical relics, with Black Tower and cliff inscriptions being the most valuable ones. Wushan Mountain is also the gateway for you to explore Fuzhou. evening Around the hotel there are many cultural and recreational facilities, restaurants in different styles, teahouses, bars, cinemas and theaters. When the night comes, you can walk from hotel to Wuyi Square and feel the charm of local cultural and recreational activities. You may also choose to stroll along Min River and go on an evening cruise to feel the eternal beauty and tranquility of Fuzhou's night. What a wonderful day for a deep immersion into the history and culture of Fuzhou under its modernized exterior.

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Exploring Hungary’s newest tourist attractions The Hungarian Golden Key Association was really very active in the last year. Diversity means for our society the many different,colorful programs. We are proud for our members, they come out with new plans always what to do at our next meeting. They have not only ideas, but they also take the time to organize the events. However we meet many times not only once in a month there is no time to list all our activties. Please find some little story of the most interesting programs. visit in the famous Törley Champagne factory. In this february our society meet at the second time. Our f riend and member – Mr György Stiller – organized for us a visit int he famous Törley Champagne factory. The program started at the visitor center and museum of the factory. Here we could learn the history of the Törley family. We continued in the cellar where we could see the manufactoring process. At the end of the visit or host invited us for a champagne tasting as well.

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

HunGary

les Clefs d’or Hungary visits the Weninger wine cellars, 29th april, 2015 The now traditional annual visit of Les Clefs d’Or Hungary to one of the Hungarian wine regions was organized as usual by our friend, Mr. Tamás Kovacsik (Aszú Restaurant) and hosted by the Weninger-family in Sopron and in Austria.It was a very interesting excursion as we got to know two wine cellars (one of the father and the other of the son) where the Hungarian Kékfrankos has been rethought on both sides of the border.As concerning the viniculture and wine production, both of them think and work in a biodynamical way meaning that they don’t use chemicals and produce wine without filtration and clarification.Mr. György Kalmár, founding member of Les Clefs d'Or Hungary was awarded with the Diplome d'Honneur of the International Association in Mendoza, Argentina. Mr. Tamás Ungár, President of the Hungarian Association handed him the award during the excursion.

Meeting in March in the oxygen Wellness Complex Our society held it is actual meeting in March in the Oxygen Welness Complex. Mr Péter Vadócz – the sales manager of the Oxygen – greeted our company and showed around the place what offers luxurious ambiance for the clients. The complex has professional equipped Gym, pool, wellness with sauna and jakuzzi , moreover ice-skating ring during winter season. They pay high level attention to the medical cosmetic treatments, they provide Ultherapy facial treatment as well. The Lovacore Restaurant situated in the ground floor of the venue. The chef Mr István Halász and his team pre-pared very delicious buffet dinner for our group.

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

Hellas

Athenaeum InterContinental Athens

Dimitrios Liapis Night Concierge

We live and work in the land of Xenios Zeus the god of hospitality, we always have in mind the verbs of Homer’s poem Odyssea “For as long as he lives, every stranger remembers, the Hospitable man who also shows kindness” Viva Les Clefs d’Or!

Thomas Nikolaides Chief Concierge

Hotel Mistral Concierge Christina Xesternou, Yiota Fragou and Katerina Panagiotakopoulou

Zafolia Hotel Athens Spiros Arathimos Chief Concierge

Hyatt Regency Thessaloniki Concierge Team

Nikos Mitrou Chief Concierge

A passionate hospitality professional that has the broad and diverse background knowledge to lead within the highest luxury environment. Being personable, approachable, humorous and fair in my judgments, I enjoy working among guests and staff since the hotel business is very much a people business. Having been passionate about the hotel world since my youth, I have developed a naturally driven interest for this business constantly absorbing knowledge of all its areas which makes me see the big picture from the Rooms, F&B, or Sales aspect as well as the high focus on guest experiences

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Apostolos Papayiannakis Concierge at Hotel Grande Bretagne, A Luxury Collection Hotel

Eternal Elegance at the Heart of Europe's Historic Capital. Sheer opulence awaits the discerning traveller, in the center of the city. Featuring 320 elegant rooms and suites, three restaurants, four bars and the renowned GB Spa, the Hotel Grande Bretagne offers a superlative accommodation experience and an unrivalled perspective of Athens' mythical history.

Larissa Imperial Hotel Dimitris Kakadiaris Concierge

LES CLEFS Dâ&#x20AC;&#x2122;OR ACTUALITĂ&#x2030; INTERNATIONALE

Hellas

Cape Sounio Grecotel Exclusive Resort Panagiotis Tsachpinis Chief Concierge

Al Faisaliah Hotels Riyadh at Saudi Arabia Raafat Debas Chief Concierge

The Westin resort, Costa Navarino, Starwood Hotels & Resorts Margarita Maxoutoglou Head Concierge

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Holland Seventeenth-Century Canal ring area of amsterdam inside the Singelgracht The historic urban ensemble of the canal district of Amsterdam was a project for a new ‘port city’ built at the end of the 16th and beginning of the 17th centuries. It comprises a network of canals to the west and south of the historic old town and the medieval port that encircled the old town and was accompanied by the repositioning inland of the city’s fortified boundaries, the Singelgracht. This was a long-term program that involved extending the city by draining the swampland, using a system of canals in concentric arcs and filling in the intermediate spaces. These spaces allowed the development of a homogeneous urban ensemble including gabled houses and numerous monuments. This urban extension was the largest and most homogeneous of its time. It was a model of large-scale town planning, and served as a reference throughout the world until the 19th century. Thirty years ago next year, Dominique van de Bovenkamp began her career at the reception at the Hotel Pulitzer, besides the normal desk job, she was - as a genuinely caring person – doing her utmost to make the impossible possible for the guests. The most memorable time was when she was asked to organize a Jewish marriage ceremony in the synagogue for a couple who were very fond of the Netherlands and got engaged in Amsterdam. After a year she received the birth announcement; you become part of the Family. A few years later, when the concierge desk was set up, Dominique switched to concierge and became the first female concierge in Amsterdam and at the Golden Keys. (article ‘cityrush’)

Dominique Van De Bovenkamp Concierge

Maurits den Dulk is Concierge at the Hotel Pulitzer Amsterdam. At only 28 years of Age he is one of the youngest concierges in Amsterdam. After attending hospitality business hotel school, he was an intern at the reception of Hotel Pulitzer. After his internship, he continues to work in this hotel. The adjacent desk of the concierge caught his attention, and when someone became ill, he took over. He has been working as a concierge for almost 5 years now. He is always interested in providing new and exciting tips for guests. 2 years ago this led to a ‘Facebook battle’ with his head Concierge Ron Stoevelaar. After 20 days, Maurits was the winner with the most Maurits den Dulk Ron Stoevelaar ‘Likes’. In august (2 Head Concierge Concierge years ago) after 5 years desk experience and two years as a concierge, he received his Golden Keys. The most unique event he ever organized for guests was a photo session from the sky, in order to take aerial pictures of Tulips. For this, he arranged a limo service to Rotterdam where a helicopter was waiting to take participants on a flight over the flower fields. (article in ‘cityrush’)

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Holland

Mireille Deenik Concierge

Eef Sparla Head Concierge

Aad van den Berg Head Concierge

Niels Essink Head Concierge

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HonG KonG The Society of The Golden Keys of Hong Kong now have 89 Full Hotel Members, 16 Adherent Members, 57 Associate Members as of July 2015. As of September 2015, Members of The Board of Directors are as follows: The royal garden FRED LUI, President Marco Polo Hong kong Hotel TONY LO, Vice President / Membership The royal Pacific Hotel and Towers GARY YU, Vice President / Finance Four Seasons Hotel HAMSON TSUI, Treasurer royal Park Hotel LEWIS LI, General Secretary kowloon Shangri-la RINGO CHAU, Committee Advisor New Committee Members: The langham Hong kong STEVEN WONG, Committee Member Conrad Hong kong Hotel THOMAS TONG, Committee Member The excelsior, Hong kong WOODY LEUNG, Committee Member The Park lane Hong kong a Pullman Hotel JASON YEUNG, Committee Member

In year 2015 the society continues to collaborate with different partners who share the same commitment of brining the best of hospitality service to guests coming around the world. During the general meeting we invited partners from restaurants, tour companies, publishers, luxury retailers etc. to share new information and building up networks with our members.

The society attended the 62nd UICH International Congress in Mendoza, Argentina in April and 9th UICH Asian Congress in Tokyo, Japan in August.

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

HonG KonG The Society Facebook page is growing strong with 402 likes around the world.

The Society will focus on education initiatives and members development in echoing with UICH Headquarters. Upcoming events including: • Wargame – Team spirit building activities • Hotel Concierge Management Conference – Co-Host with The Society of The Golden Keys of Hong Kong and School of Hotel and Tourism Management (SHTM), The Hong Kong Polytechnic University. Topics covering leading and developing young generation of Concierge, Concierge service trend & good practices Etc. with speakers of senior hotel executives with Concierge background, Veteran Concierges from Hong Kong and UICH Singapore for education seminar. Target audience including existing SHTM students and Concierge members, Hotel GMs. • Co-develop Concierge Course with HITDC, VTC – Contribution for developing Concierge course with Hospitality Industry Training and Development Center, VTC Hong Kong. Target audience including existing members, potential Concierge staff to be promoted

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

israel

Les Clefs D'or Israel would like to submit the concierge team of the "King David" Hotel in Jerusalem as a microcosm of the population diversity of the city of Jerusalem. Jerusalem is a diverse and unique city where people from all religions, colors and races live, work and pray together. The Concierge Team at the "King David" Jerusalem is proud to reflect this pluralistic approach as it consists of Jews, Muslims and Christians working hand in hand together providing great service to its clients .

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This year, we were able to host the Asian Congress from August 24th to 27th, which became a very special and memorable year for the Japan members.

Japan, as a small island, has many unique cultures. Japanese food cultures showcase its uniqueness the most. In 2013, UNESCO recognized “Washoku” the Japanese cuisine as Intangible Cultural Heritage. This is the culture we as Japanese can proudly present to the world – the cuisines which are beautiful, healthy, and making the best use of ingredients.

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jaPan

In addition to the food cultures, Japan has four beautiful seasons which gives various ways to enjoy this country. Mt.Fuji, the representative of Japan, shows different features every season. Often found Japanese gardens create different colors by itself. Many foreign tourists sightseeing in Japan enjoy visiting Buddhist temples and Shinto shrines to discover Japanese history. On the other hand, there are quite a number of foreign tourists who are interested in “Contemporary Japan.” The saying “Things present are judged by the things in the past” has taken root into Japanese culture. As written above, concierges working in Japan are required to have a wide range of knowledge and skill to correspond to various information. We surely take advantage of our great power of the network. The Les Clefs d’Or network linked by “friendship” becomes the best tool to introduce the Japanese attractions to as many guests as possible.

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india The Memorable experience At the Concierge desk we are always doing wonders in some way or the other which today is the way of life. While we call it a routine, but to our guests it’s a delight and makes their stay memorable. One such recent incident wherein I received a call from Mr Albert John our President for Les Clefs d’Or India from Delhi requestng me to buy four bottles of a Rose Syrup from a famous Badshah Cold Drink House in Mumbai for his Arab guest. This was a call received late in the aLernoon and his guest was to depart on an International flight the same very evening. So the challenge was to have the bottles purchased and sent to Delhi from Mumbai in the next 8 hours. A courier company would need at least 24 hours to deliver while they would not Albert Amanna accept any kind of liquid 1st VP Les Clefs dOr India and neither would any air cargo accept it. While I always believe that success of any Concierge would be in the kind of Networking he does. I realized the only way this could be done was by somebody hand carrying along with them on the flight. I used the Concierge Whatsapp forum and dropped in a message in the Mumbai group. The Concierge from the Four Seasons Ms Valencia responded saying that her Hotel Manager was traveling to Delhi the same evening and was willing to carry the same for our The Intercon;nental Marine drive guest in Delhi. President Albert John was delighted to receive Mumbai the parcel which made this incident memorable for his guest. The Memorable experience Once a guest lost his passport on the date of his departure from India. The guest informed our Duty Manager about the same and Duty Manager further escalated the issue to our General Manager. Post assessing the situation General Manager called me and showed his faith in me to resolve the problem. I was then introduced to the guest as and with all my heart I promptly started to help the guest by dialing all my related contacts. I spoke to the FRRO officer and requested for his help and support on the matter. To further expedite the entire process I called up all my concierge friends working at different hotels in the city. And finally after 5 hours of diligent efforts, we were able to arrange both passport and visa for the guest. The guest conveyed his heartiest gratitude to me and the entire team including our General Manager for choosing the right person for the job. The Lalit New Delhi, India Abhishek Jhamb, Concierge Manager Delhi the most amazing city of india Delhi the capital of world's largest democracy is visited by millions of travelers from all around the globe. Delhi continues to captivate its visitors with its enchanting beauty and imperialness. From heritage sites like Qutab Minar, Humayun's Tomb and Swami Narain Akshardham Temple are the major tourist attractions of the city. From the best of eatery and shopping options to amazing nightlife, the city has it all to offer. Another part of the city is Old Delhi which was once the capital of Mughal India, it is a labyrinth of narrow lanes lined with crumbling haveli ‘s and formidable mosques. In contrast, the imperial city of New Delhi created by the British Raj is composed of spacious, tree-lined avenues and imposing government buildings. The city's importance lies not just in its glorious past as the seat of empires and magnificent monuments, but also in its rich and diverse cultures.

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The Memorable experience Rajesh at the concierge service who went above and beyond to make sure that my trip was comfortable and pleasant in partnership with Manoj at the travel desk at the airport, even though due to traffic jam I had missed my flight accidentally. Both these men put in their best efforts to make my experience pleasant comfortable and solution oriented. Rajesh made sure I got back to Bangalore safe and Manoj came a few hours earlier for his duty knowing that I was struggling at the airport. This speaks of a culture that values the time and sensitivities of his guests and for that I am very thankful. Kudos to the GM there for inculcating a culture of hospitality! Will personally stop by and congratulate WH Sheraton New Delhi you next time I'm there New Delhi Concierge Executive if you are around. new Delhi, The capital of india New Delhi is a megacity that is built up on thick layers of history. For a millennium Delhi has been on the crossroads of trade, culture and politics. The city has been destroyed and rebuilt numerous times by different invaders and dynasties presenting a kaleidoscope of varied forms of art, craft, monuments, music, dance & places of worship. The city of Delhi is also a giant melt- Dilli Shehar Nahi , Mehfil Hai ing pot of cuisines. The City has provided a home over (Its not just a city, but a Carnival) the centuries to settlers and visitors from across the globe. The Emperor, nobles, immigrants, viceroys and the sahib all provided generous patronage through the cuisine of Delhi and contributed to the cultivation of fine taste. It is my privilege to head Concierge Services at Sheraton New Delhi. Being a Concierge is not just about organizing hard-toget tickets or booking tricky-to-obtain-tables. It is also about being someone whom guests can talk to and seek trusted advice from. I am passionate about my role as someone who uses these skills to understand individual guest needs, and use my knowledge of Delhi to give truly personalized, memorable, indigenous experiences to my guests. The ‘smiles’ we get in return are truly what we work for! “Yes- I can make it happen”

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Mr. Srikishen raghunath Chief Concierge, ritz Carlton Hotel and 3rd vP of les Clefs d’or india In 2009, An Australian staying at the Oberoi Hotel on MG Road made an unusual request to the concierge — he wanted an 80 meter sa9n rope. "He wanted it in a particular color, thickness and size," recalls Srikishen Raghunath, vice president of Concierge Association of India, who worked with the Oberoi then. After a hectic day's search, the befuddled concierge team managed to fetch the rope from a small town in Tamil Nadu and delivered it to their guest. It cost a whopping Rs 1.15 lakh. An intrigued Raghunath had to ask the Aussie why. "My father-in-law races camels in Dubai and needs the rope to use it as a leash. I looked around Delhi and Mumbai. Bangalore was my last option," he told the bemused staff. Requests such as these are not unusual for concierges, a chatty Raghunath tells us. He heads a team of six and was instrumental in promoting the importance of the desk among Bangalore hotels. a tart surprise A French couple was having a friendly chat at the breakfast table with the concierge. It was their second visit to India. On their first, two years ago, they had travelled to Goa, and the lady raved about the yummy mango tart she had savoured at Britto's there. The resourceful concierge decided to surprise her and found out about the next flight from Goa to Bangalore. "I got in touch with the station officer of that airline and requested him to have a parcel picked up at Goa airport and deliver it to someone from the hotel, who would pick it up in Bangalore," he recalls. A concierge from a different Goa hotel picked up the mango tarts from Britto's. The tart arrived just in time for dinner and was served for dessert, much to the couple's delight.

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sri lanKa

les Clefs d’or india affiliaTe

Duminda Pathiratna Les Clefs d'Or concierge from Colombo Sri Lanka.

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luxeMbourG NEWS FROM LUXEMBOURG Our small sectionhas been very active last months. A new member has joined the association, Mr Michele DE LUCA from the SOFITEL HOTEL EUROPE. We are very happy to anounce that the 3rd edition of our book CONCIERGE is now available at all Les Clefs d'Or desks in Luxembourg and also on line : http://www.lesclefsdorluxwb.com/. Most are concierge are working for business hotels except Joanne BRAUN who is the lucky 'green' concierge working for the MERCURE KIKUOKA GOLF AND HOTEL, taking care of golf players. Our friends Damien EMBARCK and Olivier MAQUINE are looking after guests loving games and fun at the HOTEL CASINO2000, the only casino in LUXEMBOURG. The president Simon DELCOMMINETTE 'Le ROYAL' hotel is undertaking massive renovation. 170 rooms will be totally refurbished with the most modern technologies. The brasserie will be the most exclusive 110 seats brasserie in town and for sure that the Piano Bar will again be the 'elegant rendez-vous' of Luxembourg. All these wonderfull changes will be finished by the end of the year.

Simon Delcomminette

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Korea

THe SoCieTy oF golDen keyS korea

Hun Yi Duty Manager & Concierge

Holiday Inn Incheon Songdo

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Ryan Lee Assistant Front Office Manager & Chief Concierge

Located in the city's renowned retail and entertainment district, Dongdaemun, our hotel offers guests an unparalleled vantage point from which to explore Seoul. An unforgettable hotel experience awaits travelers to the JW Marriott Dongdaemun Square Seoul.

Jini Lee Chief Concierge

Branden Kim Concierge Supervisor

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interContinental Seoul CoeX Whether on business, looking to shop or relax, the InterContinental Seoul COEX concierge seeks to provide every guest with an unforgettable experience. We take great pride in offering friendly, customized service that makes each and every guest feel special. Concierge Manager : Kim, Stefan Hyunjung

grand interContinental Seoul Parnas The expert concierge of Korea’s leading 5-star business hotel await you. We offer world-class service for everything from entertaining world leaders and VIPs, to executing international events, to ensuring a successful business trip for our guests. Concierge Manager : Kim, Fox Soohyung

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MACAU Being one of the smaller chapters, Les Clefs d’Or Macau have members that call nine different countries home, which pretty much averages to about 3.33 members per country. If we actually got together and did a pot luck party, it would look very much like an international buffet. Our different customs and traditions, verbal and nonverbal languages, our different beliefs and lifestyles, add color and character to our meetings and socials. The best part of it all is that the sum of our diversity is our greatest strength. When we have an issue to deal with, everyone will have a different opinion. We will spend a fair bit time sorting it out, though when it is done, it would have covered pretty much every angle, and quite thoroughly too. It usually ends up being creative, fun, thoughtful, and above all, totally covered. From left: Ricky Yeung (Starworld Hotel/ Hong Kong), Gilbert Kam (Harbourview Hotel/Macau), Edgardo Gagarin (Grand Lapa Macau/Philippines Francis Sien (Mandarin Oriental Macau/India and Macau), Lambda Murray (Sheraton Macao Cotai Central/Malaysia)

From Left: Maria Yang (Paiza Mansions/ Hong Kong and Canada), Thitsar Ma (Altira Macau/ Myanmar), Edmund Tan (Conrad Macao Cotai Central/Singapore), Livon Tee (Ritz-Carlton Macau/Malaysia)

Group photo of all our members at our General Meeting in August 2015

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Greetings from the Society of the Golden Keys Malaysia! With this revue’s issue’s theme being ‘Diversity’, we present to you our Les Clefs d’Or members from Malaysia, which in itself represents the term “diversity” – all of different backgrounds, hotels, workingexperience and expertise – all united under one motto: In Service Through Friendship! Together we share our diversity to bring only the best to all our guests and visitors to our beloved country, Malaysia! Talking about diversity, the year 2015 so far has provided us with a platform to organize and participate in a variety of activities. We kicked off 2015 with our first Executive Committee Meeting in January at the Petaling Jaya Hilton. In the same month we also had a social gathering with our friends from Travel Delight Singapore at the Grand Millennium Hotel Kuala Lumpur. In February we had our 2nd Executive Meeting in WOLO Bukit Bintang, and we also celebrated the birthday of our Honorary International UICH Member, Ms Sherena Razaly, owner of Enak KL.

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We had our 1st bi Monthly meeting for year 2015 at the all new Fraser Residence Kuala Lumpur in March where we witnessed the pinning ceremony of Mr Kumar Rathanan of the Prince Hotel and Residence Kuala Lumpur, as a member of Les Clefs d’Or. In this month of March too, we attended Songket Restaurant’s 4th Anniversary celebrations! In April, the Society of the Golden Keys Malaysia was represented by our President, Mr Ragu Kumarasamy and Mr Mohd Razif Zulkifli (our Andy Pongco award nominee!!) of the Andaman Langkawi, to attend the 62nd UICH International Congress in Mendoza, Argentina. In May, the newly opened Nobu Kuala Lumpur hosted our members for a special dining session at their swanky restaurant overlooking the Petronas Twin Towers. Our 3rd Executive Committee Meeting was also held later this month in GTower Kuala Lumpur, followed by our EGM that was held in the Putrajaya Marriott. In August we were invited for a FAM trip to Blues and Bees Restaurant in Lot 10 Kuala Lumpur where we sampled an American/Canadian diner themed restaurant. Lastly, most recently in August too, the Society of the Golden Keys Malaysia was represented by Mr Sharezal Abd Wahid, Head of Public Relations; Mr Freddie Teo and Mr Muhendran Reddy to attend the 9th Asian UICH Congress in Tokyo, Japan. Vive Les Clefs d’Or!

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MoroCCo General Meeting 2015 held at the Amphitrite Palace and SPA Skhirat, during which we presented the new division that will experience our association. From now the Moroccan section will have two large areas 1Casablanca and north Morocco 2-Marrakech and South Morocco in each region will have a secretary.

The award ceremony of Les Clefs d’Or -Marrakech region- is one of our major events, this year the ceremony was held at the Beachcomber Royal Palm Marrakech with the presence of our local partners. this year we honored the women of our association. This year’s Ramadan was marked by our participation in various charity activities in collaboration with the DIAA Association for Development and Culture. In fact, within the framework of the theme “solidarity” and in perfect conformity with tradition, thanks to our donations, we have been able to offer: • 8400 IFTAR (IFTAR is the evening meal Muslims end their daily Ramadan fast at sunset) • 101 EID AL FITR gift bags (Eid AL FITR is a Muslim holiday that marks the end of Ramadan)

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neW Zealand With New Zealand being a premier travel destination we are privileged to host a very diverse range of guests from all corners of the globe. Not only are our hotels diverse but the locations in which our members reside also provide a wonderful backdrop to the country we love. From busy cities through to alpine resorts we have something for everyone. Our membership includes nationalities from New Zealand, Pacific Islands, Asia, South America, England, Germany and Netherlands to name but a few. Our hotel staff within each hotel make up a surprisingly large melting pot of international representation. This diversification makes for special range of experiences, cultures, food and language. Celebrating our diversity makes for very memorable experiences. We hope you enjoy the moments we have captured .

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PHiliPPines UniTy in DiverSiTy: leS CleFS D’or PHiliPPineS in 2015 The Philippines, composed of 7,107 islands and over a hundred indigenous communities, is known to be one of the countries that hold such great cultural diversity. Owing to its richly varied features, the country has been able to evolve and unite communities, including the hospitality sector which has dramatically grown to almost 20,000 room inventory in Manila. The development forecasts will be at 3,850 hotel rooms delivered annually over the next four years as hotel operators banking on improving economic conditions. In the same strong optimistic spirit, Les Clefs d’Or Philippines has also seen the most favorable growth ushered by the new set of officers elected in November 2014. The association has held numerous meetings, interviews, familiarization tours, site inspections in the past months. In September 2015, the organization hosted the Annual General Assembly at the newly launched Sky Tower of Solaire Resort and Casino. Over 40 individuals from all over the city including members from provincial regions joined to participate the meeting. On arrival, the association was invited to The Chairman’s Villa, a sprawling space overlooking the magnificent Manila Bay. At the venue, Mr Gianpietro Iseppi, Vice President for Hotel Operations, welcomed the members for a cocktail reception and his message. The old and the new – hoteliers of diverse backgrounds exchange pleasantries and business cards under the glorious sunset. The formal meeting began at The Forum, hosted by the Secretary Genral, Carlo Fornier. Current President Mayumi Hayakawa-Marcelo opened the assembly and shared the report from the UICH Les Clefs d’Or 9th Asian Congress held in Tokyo, Japan from 23-27 August 2015. Then, the financial standing of the association was discussed by Jun Nadres and Robert Porter. Press Relations officers Ariel Banaag and Rey Moraga shared the recent features of the association, most notably in Grid Magazine, a highly regarded bi-monthly Philippine travel magazine. During the gathering, a delectable five-course dinner orchestrated by the chefs of Solaire was also served. Honorary Member, Mrs Imelda Pongco, loving wife of the late Andy Pongco delivered a key note message.

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After the fruitful and productive assembly, members were whisked to a surprise backstage tour of the set of Singin’ in the Rain. The show premiered in Manila last 20 August 2015. As the musicals’ name would suggest, there is singing and there is rain, and the two collide beautifully featuring 12,000 liters of water at the state-of-the-art The Theatre as Solaire. The successful musical had its run at the Chichester Festival Theater and the Palace Theater in the United Kingdom in 2012. The guided visit was complemented by the wines served all throughout the evening. The night ended with some desserts served by the theater lobby, and as an icing on the cake, lucky members won raffles prizes sponsored by the host hotel. The gathering was by far the most successful and most attended event in the history of Les Clefs d’Or Philippines. The cities of Manila have been busier than ever; the next couple of months will bring more visitors in this diverse, historic and vibrant part of Asia. The country is hosting the Asia Pacific Economic Cooperation [APEC] Economic Leaders Meeting in November. The city’s doors will be opened to 21 member economies including US President Barack Obama, Chinese President Xi Jingping, Russian President Vladimir Putin and Japanese Prime Minister Shinzo Abe. The various meetings and forums are held across the country with many Les Clefs d’Or Concierges on the man to ensure the most seamless and memorable experience in the Philippines.

9th Asian Congres Tokyo, Japan

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PHiliPPines

Dinner in Sentro 1771

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QaTar A member of The Leading Hotels of the World, La Cigale Hotel is a 5star accommodation nestled in the heart of the dynamic center of Doha city, approximately 20 minutes away from Hamad International Airport. It is observed as a landmark for business and leisure travelers due to its attractive location from main business and touristic districts such as the Museum of Islamic Art, Doha Bay, Old Souks, shopping malls & Aspire Sports city. The property has 225 luxurious rooms and suites; 11 dining and entertainment outlets with outdoor seating options; two state-of-the-art ballrooms; a 490 Sq.m gymnasium; a 20 meter long daylight indoor swimming pool and a deluxe spa.

Welcome to La Cigale Hotel, Doha!

An Exceptional Experience for the Senses

The simple exterior provides a stark contrast to the stylish interior teemed with a touch of opulence and indulgence including tableaux by Carlos Cruiz-Diez, Edra Tatlin sofas infused with Swarovski crystals, Murano chandeliers, custom-made seats by Poltrona Frau and Fendi and crystal Baccarat tables designed by Philippe Starck. rooms and Suites Stylishly appointed, the rooms range from 34 to 84 square meters and each of the two royal suites located on the 18th floor is approximately 650 square meters in size. All guestrooms are equipped with signature amenities, 46-inch LED television, with RetroVue feature, broadcasting more than 150 international channels, in-room multi-purpose management remote control, and wireless & wired high-speed Internet access. For added indulgence, the hotel offers a dedicated Pillow Menu with 15 types of pillows, goose-down duvet, mattress and heavenly pad. La Cigale Hotel features 191 deluxe rooms, 32 luxurious suites and 2 presidential royal suites. Dining & entertainment Di Capri serves contemporary Italian cuisine. Le Central offers an extensive menu of Mediterranean favorites. YEN Sushi Bar presents creatively-crafted sushi and sashimi through a rotating belt. For international selections, Le Cigalon offers buffet breakfast, lunch and dinner. Orangery Café Trottoir is a casual dining outlet with both indoor and outing seating. Shisha Garden serves Oriental mezzeh, bbq grills and a variety of flavorsome shisha. La Cigale Traiteur is a gourmet haven with a wide selection of food items for takeaway or dine-in including cakes, pastries, 30 different flavors of ice cream, 70 types of homemade chocolates and 180 types of artisan cheese. Sky View is the only rooftop bar lounge in Doha located on the 15th floor with a magnificent panoramic view to the city; Madison Piano Bar is an energetic nightclub with live Arabic entertainment ambience and Club 7 is a striking nightspot that draws a stylish crowd from across the city.

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Banquet and Catering La Cigale Hotel offers a great choice and flexibility with the multiple space options. The multipurpose 2 luxurious ballrooms and 6 meeting rooms are suitable for conventions, banquets, conferences, wedding celebrations, exhibitions and fashion shows. With a private entrance, the 1,370 square meters Al Wajba ballroom is equipped with state-of-the-art audio and visual equipments and can accommodate up to 1,000 persons for banquet and 1,500 persons for theatre set-up. The 750 square meters Le Crillon Ballroom is located on the 19th floor of the hotel’s main building is adorned with Murano chandeliers and offers a panoramic view of the city. The ballroom can cater to different set up including banquet, boardroom, classroom and theatre. Al Ghariyah offers 6 function rooms ranging from 40 square meters to over 300 square meters and ideal for meetings and events on a smaller scale.

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QaTar

The Bridal Salon is divided into a living area, dressing, make-up and hairdressing rooms and is fully equipped to cater for the bride’s special preparations in a cozy environment with her entourage. The Executive Lounge, with dedicated butlers, serves light snacks and evening cocktails and provides an intimate setting for business meetings. ozone gym & Spa For recreational pursuits, the Ozone Gym and Spa has a diverse range of health and wellness activities complemented by a 20-metre long indoor swimming pool with Jacuzzi, a well-equipped 490 Sq.m gymnasium with certified instructors and a deluxe spa with 6 treatment rooms including a Duo Massage Room and a Traditional Arabic Hammam. Facilities in the gym and spa include treadmills, resistance machines, power plate machine, body composition analyzer machine, sauna, Jacuzzi, treatment rooms and indoor panoramic swimming pool with natural daylight. The extensive treatment menu offers body massage, body scrub, body wrap and facial treatments. other Facilities La Cigale Hotel has a beauty salon for men and women and a gift shop offering a selection of souvenirs; a flower shop with an array of fresh flowers for any occasions and seasons; and a cigar shop showcasing a range of fine cigars and accessories.

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sinGaPore "Warm greetings from mult-racial Tropical Singapore!" Singapore has just celebrated the 50th National Day on 9th August 2015 and Les Clefs d'Or Singapore also had significant event, 27th Annual General Meeting and 29th Anniversary. The event took place in historical Ho Chi Minh City, Vietnam. It became one of our successful event in recent years with presence of Mr. Colin Toomey and Mr. Edwin Saldanha. With strong knot with Concierge Association of Viet Nam (CAV), we successfully gave back to the society, donated S$10,000 to Smile Group of Viet Nam (shelter for children living with HIV/AIDS). This is our mission and commitment, we'll keep smiles on next generation's faces.

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THanK you To our sPonsors

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THailand Wirachai (Wim) Chakumrod President of Les Clefs d’Or Thailand Dear Friends, Very warm greetings from Les Clefs d’Or Thailand. It is our honor and great pleasure to be part this UICH Revue. Let’s me introduce our section and what we have done in the past and what we are currently doing and in the future. Les Clefs d’Or Thailand has become a member of UICH family since 2005. Before that we were affiliate member of Les Clefs d’Or Singapore from 1992 till 2005. We would like to thank you Singapore section for their support, especially to Mr. Jerry SOH. Les clefs d’Or Thailand is continually developing our section to be one of the potential member section of the Asia zone and UICH family member. Our past presidents and committee did many activities in the past 10 years. We were focused on promoting Les Clefs d’Or and Concierge profession to both private sector and government sector. We did many charitable activities such as donation to schools in upcountry, donated money to temples, hospital and etc. We are committed to continue these project and activities every year forward. In 2015, we have organized “Concierge of the Year 2015 Competition”. There were 46 members from 37 hotels in Thailand participated this competition. The 1st round was held at BITEC Bangna (one of the biggest Convention Center in Thailand) on 18th July. The semi-final round and amazing race were organized on 18th August. There were only 8 contestants passed the 1st round to semi-Final round and to the final round on 4th September. Let’s me introduce our contestants who passed the test to the semi-final round and final round. Ms. Supaporn ariyawongpricha, Concierge of The Peninsula Bangkok. Mr. Pongsak klawthanong, Concierge of Siam Kempinski Bangkok. Mr. Songkiat namthaisong, Assistaqnt Chief Concierge of Sheraton Grande Sukhumvit Bangkok. Mr. vuttinun vikinyadhanee, Chief Concierge of Shangri-la Bangkok. Ms. nissara Saithong, Concierge of Intercontinental Bangkok. Mr. rapheepat noopasok, Asst.Chief Concierge of The Grand Fourwings Convention Hotel Bangkok. Mr. Praderm Phuengpang, Assistant Chief Concierge of Conrad Bangkok. Mr. Supphawut Wabdee, Assistant Chief Concierge of Aloft Bangkok. The winner of “Concierge of the Year 2015 Competition” is Ms. Supaporn Ariyawongpricha, Concierge of The Peninsula Bangkok. Congratulations! Here are their feeling and opinion about the competition.

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Now we would like everyone get to know our Thailand Concierge of Year 2015 Ms. Supaporn (Ann) from The Peninsula Bangkok that she has express her feeling after won the award. (Ms. Supaporn state) “When I freshly graduated, my desired career that I have always wanted to be working in a hotel. I had started with a hotel receptionist which was next to the concierge desk and I worked with them closely. I realize that is my dream career in the future. In 2011, I got an opportunity to be started as a concierge at The Peninsula Bangkok Hotel. They are wonderful and amazing team that I had ever worked with before. We are a good teamwork, help each others that become an effective teamwork. Being a representative of The Peninsula Bangkok to join the competition “Concierge of The Year 2015” which was firstly held in Thailand, it is a pleasure for me to join and complete an achievement of “The Winner of Concierge of The Year 2015”. The first one and the first female concierge who won the award. I can’t explain how I feel honor to get the award, I can say that’s I am so proud of being a concierge team members of The Peninsula Bangkok Hotel. This competition brought me a chance to get to know more about Les Clef d’Or Thailand, Thai Hotel Associations and Hotel Human Resource Club. I have experienced a lots of new knowledge, vision and skills to improve my abilities of coordination, communication, time management and moreover the relationship between concierge contestant and committees of this competition are the most valued.

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I would like to invite everyone to visit Thailand, you’re more than welcome to stay at The Peninsula Bangkok, enjoy Chaophraya River view, try our amazing food, and get to know about Bangkok City with our assistance of Concierge Team to plan your amazing trip. Our Peninsula also provided a unique activity experiencer program “Peninsula Academy” for guest to learn about our iconic destination of history, thai cultural and local lifestyle. You may visit our hotel official website at http://bangkok.peninsula.com/en/discover/peninsula-academy. Our Concierge will be your guardian of your trip.” We also have a chance to discuss with Mrs. Ladawan Piirainen, Chief Concierge of Peninsula Bangkok who has always support her team and especially support her concierge member to participate the competition. I have join concierge team at The Peninsula Bangkok since May 2002 as concierge officer, until now 13 years and 4 months past I still enjoy working here every day. Concierge job to me is not just a job, I love what I’m doing. Being a concierge give you opportunity to learn new things every day, either from guest request or when you have to keep yourself update what’s news weekly and daily. You are able to help people doesn’t matter big or small issue. The moment that I made first time visitor come to see me and said that “we will come back again” that’s mean I’m success to introduce my city to the tourist. I’m proud to be concierge. The bonus of being concierge is you will have such a special relationship with your guests, they come to see you because they trust that you will make their stay very comfortable and free from worries. Speaking of my team, Peninsula Concierge is very unique! I believed that no one is perfect but you can choose the right people to work together then you can build a perfect team. It is a good mixture of old school guys working with Gen Y ladies, we share our knowledge and help each other to train the team to work in the same directions. From history to newest gadget! I enjoy working with them a lot. Last but not least, I’m very proud of Ann who won the very first Concierge of the Year 2015, it just show that what we believed in our team is true! Support each other, sharing our knowledge. Congratulations to this young lady who made all of us proud. Friends, as a president of Les Clefs d’Or Thailand, I am so proud and very happy with Ladawan and Peninsula Bangkok team. It is not easy job for Chief Concierge to make team happy and unity. As a good leader we have to support our team and groom them to be a good concierge. We can learn something from Ladawan. Before ending my writing, I would like to invite all travelers, visitors and Clefs d’Or members who will travel to Kingdom of Thailand to contact Clefs d’Or Concierge for any enquiry and assistance you may need during your stay in Thailand. You are able to contact the golden key concierges at every hotel. We promise to do our best to make your trip to Thailand very enjoyable. Come and visit us to experience warm Thai hospitality. Vive Les Clefs d’Or Wirachai (Wim) Chakumrod

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usa

Les Clefs d’Or USA is proud to be the most diverse UICH member section. Our nearly 600 members represent almost every type of lodging establishment: small inns, resorts, convention hotels, highrise modern hotels, historic luxury properties, casinos and everything in between. We’re located in large cities, small towns, beach resorts and mountain regions. Concierge staffs range in size from a single concierge to a staff of 55. Our members come from around the world; we vary in age, race, gender, orientation, religious beliefs and nationality. Les Clefs d'Or USA members embrace the inclusiveness and uniqueness of their colleagues. We hope you enjoy this photo-montage, which showcases the individuality and diversity of our members, and the hotels in which they work.

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

les Clefs d’or eduCaTional TraininG iniTiaTive: “CreaTinG serviCe MaGiC”

The following are some of our Les Clefs d’Or Educational Training Initiatives that have continued throughout this year. Michael Romei, our former General Secretary and Chef Concierge, The Waldorf Astoria NYC, is continuing to offer our Les Clefs d’Or Educational Training Seminars entitled “Creating Service Magic.” Les Clefs d’Or USA has especially hosted several of Michael’s training seminars this year. The Training Seminar “Creating Service Magic” is most dynamic covering a wide range of subjects such as: The History of the Concierge, The Philosophy of Service, Attention to Detail, Verbal and Written Communication, Telephone Etiquette, The Perfect Handshake, Meet and Greet, Social Media Etiquette, the Dynamics of UICH Les Clefs d’Or International, among many other topics. The seminars have proven most valuable for the development of our local concierge regions and communities, adhering to professional standards, and creating awareness of our concierge profession as well as our association of Les Clefs d’Or worldwide. Several seminars have already been confirmed and proposed for the next coming year. Les Clefs d’Or UAE - Dubai Seminar - February 2015

Les Clefs d’Or Qatar - Doha Seminar - February 2015

Les Clefs d’Or USA - Washington, DC Seminar - February 2015

58 A

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

les Clefs d’or eduCaTional TraininG iniTiaTive: “CreaTinG serviCe MaGiC” Les Clefs d’Or USA - Chicago, Illinois Seminar - June 2015

Les Clefs d’Or USA - New York City Association of Hotel Concierges - New York, NY May 2015

Les Clefs d’Or USA - Southern Florida Concierge Association 18th Annual Conference Boca Raton, Florida USA

59 A

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