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SERVICE WITH A SMILE

For Concierge Darrel Smith, Serving Others is as ‘Effortless as Breathing’

If you feel at home at Hilton Sandestin Beach Golf Resort & Spa, it just may be because Darrel Smith is at home here, too — quite literally. Turns out, this lead concierge lives in a condominium on the resort property. So, to say he is familiar with all the area offers is something you can count on.

“Yes, this is my backyard,” Smith boasts flashing a mega-watt smile.

You can count on Smith’s warm smile, which accompanies the exceptional service he ably delivers to guests and co-workers. But, he admits, he shares his smile with everyone he engages with and even cracks a smile before making telephone calls.

“It’s just effortless for me,” Smith says with yet another smile. “If you find something you have a passion for, you are just lucky.”

Hilton Sandestin Beach guests are lucky as well, because no one is more delighted to do what they do than Smith. “I’m a natural people person and enjoy getting people to smile — that puts me in a happy place.” BY ZANDRA WOLFGRAM

TRIED & TRUE A seasoned 35-year veteran of the hospitality industry, Smith was born in Knoxville, Tennessee, and raised in Northern California. His passion for service has taken him to Mandalay Bay in Las Vegas, the Ritz Carlton in Atlanta, a private boutique hotel in San Francisco, plus Hawaii and Puerto Vallarta, Mexico, among others.

As a self-professed globetrotter and foodie, Smith doesn’t make any suggestions lightly, because he knows guests rely on him to provide the best options. “I don’t recommend a company I don’t know or a restaurant I have not visited,” he says.

His word is his bond, so Smith does his research and keeps up with the market. It’s a point of pride for Smith to personally know the people who are delivering the goods and services he recommends. “If I am recommending a fishing charter, I want to get to know not only the fisherman, but his wife, too, so I can fully understand who they are and the experience our guests will have.”

18 HILTON SANDESTIN BEACH 2020 MAGGIE WEAVER

One of Smith’s many talents can’t be taught or learned in school. “I read people well,” he says. “It’s a gift, and I really enjoy that part.”

INSIDER TRADING The most common question Smith gets is for food and restaurants. Having seven dining options on-site at Hilton Sandestin Beach makes Smith’s job easy. If the guest is seeking an exceptional dining experience, Smith is proud to suggest Seagar’s Prime Steaks & Seafood, located on the lower lobby level of the Emerald Tower.

Smith’s personal favorites from the fine dining restaurant, the Dover sole and the filet mignon. “A table-side service makes for quite a memorable dining experience,” he says. “There is great value in seeing the dish come together before your eyes. A traditional Caesar salad made before me never gets old, and bananas Foster, well” … he stops and simply ends that thought with a wry smile.

With a full-service resort property at their beck and call, Smith’s guests don’t have to go far to enjoy amazing amenities. “It’s a resort you can enjoy without having to leave,” he says.

Smith has a bounty of “insider” knowledge. For example, staying on property on Saturday is suggested, because of heavy traffic around town. Beyond that special dining experience at Seagar’s, if you are looking for al fresco dining, consider Barefoot’s Beachside Bar & Grill, which you can enjoy seasonally without leaving the pool deck. If you don’t want to change out of your swimsuit, you might opt for a graband-go deli sandwich from Picnix just off the pool deck. If you choose to go shopping at Silver Sands Premium Outlets, the resort’s shuttle will happily ferry you free of charge.

GOING BEYOND Beyond being an encyclopedia for local activities and amenities, Smith comes to the rescue in many other ways. There was the anxious mother of the bride whose luggage didn’t arrive. So he supplied her with a list of local designer boutiques and personally travelled with her to get a dress for the wedding.

There are special circumstances. Like the son and daughter who recently reached out to explain that their parents were both battling a terminal disease. Smith ensured that they were booked in a suite with floor-to-ceiling windows that would provide a great view, in addition to making a reservation so they could enjoy a quiet dinner.

Over his 14-year tenure, Smith has gotten to know many of the guests. He has helped arrange several marriage proposals on the beach — complete with hidden photographers. “They get married at the hotel, then they return to visit with their family — it’s so wonderful to see the legacy of their lives unfold and to have been able to play a small part in it” he says.

Of all the guests Smith serves, he admits he has his favorites.

“I love the kids,” he says, blue eyes twinkling. “When a toddler comes in and sees the indoor swimming pool, they are so wowed. And then when you tell them there are three pools, it just blows their little minds, and the look on their face is priceless!”

Smith’s sage advice is priceless, too. He knows not everyone is as comfortable talking to a stranger as he is. But he hopes guests do take his suggestion to come talk to him and the rest of our concierge team. “We’re your own personal Alexa, use us to ask questions as you would at home” he invites, yes, with a smile.

OUR MEMORIES • “My favorite part about working as a concierge is helping guests discover new and exciting things to do along the Emerald Coast. There is so much to do and see in this area that for a first time visitor it can be a bit intimidating to figure out where to go first.

One of my favorite memories from this summer was helping a guest find the perfect restaurant for their wedding rehearsal dinner. They came back the next day to inform me of how much they enjoyed their evening. It felt great to have played a part in helping to make their special weekend memorable.” Moses McKnight, Concierge