Concierge makes hotel and nation proud

Borrowing a Star Wars analogy, Crowne Plaza Mutiara Kuala Lumpur chief concierge Dinorizzam Zainal Abidin said there are perks and privileges to being a Les Clefs D’Or concierge but one should never “fall to the dark side”. “A concierge is a little known profession, but we are the people who are there for you when you are in trouble,” said the 34-year-old who is better known as Dino. “If you are lost or in need of assistance, you are assured of service and aid if you approach a Les Clefs D’Or concierge.”

International networks of concierges : Dino (left) with fellow Les Clefs D’Or Malaysia committee members at a red carpet event.

Among the memorable incidents Dino has helped out with are tracing lost luggage in Amsterdam, Netherlands, for a guest in Malaysia, and executing a unique meeting by making arrangements for a helicopter for a “meeting in the air”. The affable father of two is a proud member of the Les Clefs D’Or (Society of the Golden Keys) — an international organisation of professional hotel concierges instantly recognisable by the pair of crossed golden keys they wear on their lapels.

Dino made a name for himself by being among the top 10 finalists in overall global standing for the Andy Pongco Award at the Union Internationale des Concierges d’Hôtels (UICH) Les Clefs D’Or 58th International Congress held recently in Toronto, Canada. The award, established in honour of the former UICH 1st International Vice President, is presented to the most outstanding and promising concierges from over 3,500 members in 44 countries worldwide. Dino is the first Malaysian and the only candidate representing Asia at this year’s award, an annual competition held since 2008.

Right back at you: Dino striking a pose on the red carpet.

Award participants had to complete an open book written exam on the history of Les Clefs D’Or, geography and general knowledge, write essays on their interest in the profession and aspirations, and undergo a personal presentation and personality interviews with a panel of experts.

“It’s a competition that tests the skills and wits, and acknowledges the efforts of concierges,” said Dino.

“It is open to those who fulfil the criteria, but few have qualified for the highest level due to its difficulty.

“I was informed that I beat the winner Anabella Peling from Four Seasons Hotel Buenos Aires, Argentina, by just a few points.”

Dino said he participated in the award for himself, hotel and country, and that the acknowledgement of being among the top 10 finalists was indescribable.

Dino, who is the Les Clefs D’Or Malaysia treasurer, revealed that Malaysia also won the bid to host the 61st UICH International Congress in Kuala Lumpur in 2014.

“Being a concierge requires passion. You feel the world in your hands, and there is no limitation to what you are doing as long as you can make your guests happy,” he said. “There are no “no’s” and “impossible” for a Les Clefs D’Or concierge. Nothing is impossible as long as they are not legally or morally wrong. “A good concierge can memorise the contents of the Yellow Pages, and guests will be assured of attention and personalisation.”

Dino believes that the qualities of being a good concierge are honesty, truthfulness and passion for the job. “It takes discipline and strong will to do what we do. I’m lucky to have a supportive wife who understands my interest and passion,” said Dino, who spent half of his 15 years in the hospitality industry in the concierge line.

“Les Clefs D’Or also serves as a base for networking, contacts and knowledge. We share the information we have and keep close contact with key people inside and outside the hotel (like government agencies, theatres and restaurants). “There are two types of society membership — a full Les Clefs D’Or member, and an adherent member for junior concierges. “There are 33 Les Clefs D’Or concierges in Malaysia, of which 10 are full members.” Being a concierge also offers opportunities for career development as some have moved up to hotel management positions, but Dino said he sees himself sticking to what he enjoys doing.

-thestar online.