The Golden Keys that Open All the Doors to the World of Hospitality

50 Shades of Hospitality

Michael Romei has been dubbed "The Ambassador of Hospitality" and he practices his brand of statecraft on both a local and global level. In this podcast, Michael invites our listeners to retrace his brilliant career as a Les Clefs d’Or concierge, and in particular, his time as the former Chef Concierge of the Waldorf Towers/Waldorf Astoria Hotel in New York City.

Michael walks us through the kinds of duties performed by a Chief Concierge and relates some anecdotes with the diplomacy and discretion that is expected of someone with his experience and position. He also tells our listeners what it takes to be a great Concierge and how the position has evolved and changed over the years.

Finally, Michael tells us more about Les Clefs d’Or and his personal dedication to this prestigious association.

Michael Romei is currently the Chef Concierge at the Mandarin Oriental Hotel in New York City and is frequent guest speaker, lecturer and trainer in the hospitality industry.

Presidents, heads of state, celebrities, and tourists from around the world have sought out Michael Romei with requests that run the gamut from getting hot tickets to a sold-out show to staging an elaborate marriage proposal. You can often find him in his hotel lobby speaking Italian on the phone, chatting with guests in Spanish and making dinner reservations in French.

Michael Romei is the insider's insider, knowing where to go and what to do in the far-flung corners of the world. Romei's frequent guests have often boasted that their favorite concierge in New York has set up a complete European vacation for them! In today's competitive luxury hotel market, that is an edge, indeed!

Michael Romei is the former General Secretary of the prestigious international organization Les Clefs d'Or and served on their International Executive Committee for 10 years. Signified by the golden keys that they wear on their lapels. Les Clefs d'Or boasts approximately 4000 members working in 80 destinations most of whom have undergone rigorous training in the concierge profession, a lot of that training done by Romei himself.

He has logged tens of thousands of miles each year conducting training sessions and seminars all around the world. Romei teaches the art of hospitality to all levels of hotel staff; from General Managers, to bellhops, to housekeepers, and of course, the concierges. He also spreads the word of just how invaluable concierges are to their hotels. Perhaps the GM of the Movenpick Hotel in Bangalore, India said it best, after one of Romei's training sessions: "The concierge is the face of the hotel. He is the one who interacts with the guests on a daily basis. So, it is vitally important to have an excellent and well-trained concierge team."

Romei has a BA from Manhattanville College, Graduates Studies degree in International Business from NYU, a former faculty member of NYU's Continuing Education Hospitality Program. Romei is founder of the “Creating Service Magic” Concierge-Customer Service Training Seminar. He served 24 years as the Chef Concierge of The Waldorf Astoria and Waldorf Towers, prior to which he served 5 years as the Chef Concierge of the Boca Raton Resort & Club. He is Past President of the Southern Florida Concierge Association, Honorary Member of Les Clefs d’Or UICH International, Les Clefs d’Or USA, Les Clefs d’Or India and Les Clefs d’Or Maroc, and the New York City Association of Hotel Concierges.