Les Clefs d'Or® International Revue | Spring / Summer 2016 No. 212 by Les Clefs d'Or®

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

Sage Sage Sage Sage Sage Sage Sage Sage

MEMBRES D'HOnnEUR J. DESJEUnES

FRanCE SPaIn GREat BRItaIn GERMany SWItZERLanD HUnGaRy PHILIPPInES 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 tHIERRy REVEL Hôtel de Paris, Monaco, 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 (44 MEMBER SECtIOnS) 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 G. LI a. LaI P. ZEZULa C. RUnGE V. VIDaL-StOCkLEy t. REVEL t. MUnkO a. LynCH D. LIaPIS B. MaCkEnZIE F. LUI t. UnGaR a. JOHn P. FItZSIMOnS R. aLkELaI M. PaOnESSa M. taJIMa J. LEE S. DELCOMMInEttE S. IOnG R. kUMaRaSaMy a ORtIZ t. aIt ELHaDDaD n. StEELE a k GROnGStaD M. HayakaWa P. PRaSULa J. aLVES R. SantOS C. MaLUREanU a. kORyStOV S. MUSaDDIQ M. PIZaRRO M. PIERRaIn C. kHaMPHa 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

HOnORaRy PRESIDEntS R. BaStOnI J.M. BaUtISta a. DaMOntE (deceased) W. FREytaG a. GIaCOMELLO a. GUnSt (deceased) a. POnGCO (deceased) D. O’BRIEn a. OStERtaG a. SCHnEIDER M. SILVERMan (deceased) R. WatSOn

Spring / Summer 2016 No 212

Les Clefs d’Or Golden Moments 63rd World Congress Dubai, UAE Young Concierge of the Year Award for Andy Poncgo Message from the International President Message from the International General Secretary France Great Britain Germany Switzerland Belgium Spain Australia Brazil Canada Chinese Taipei China Czech Republic Denmark Finland Hungary Ireland Hellas Holland Hong Kong Japan Israel Luxembourg Qatar India Sri Lanka Kenya Korea Mexico Macau Malaysia Morocco Romania Russia Singapore Thailand New Zealand Philippines Turkey UAE Bahrain USA

4 6 10 12 13 14 18 20 22 24 26 28 30 32 34 36 38 40 42 44 45 46 48 50 52 55 56 57 58 60 62 63 63 64 66 67 68 70 72 73 47 48 74 77 78 80

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

15-4-1950. Eastbourne England, J.Meyer, F.Gillet, J.Hansen, J.Stewart, (Pt), W.Cullen, W.Conroy.

26-4-1952. Carlton Cannes UEPGH creation. E. Perrimond, F. Gillet, L. Sigaut, J. Stewart, T. Gödde, Thuyns, S. Barbarini, P. Quentin, R. Harrault.

2-5-1953. 1st Anniversary Clefs 14-12-1953. Second Congress d'Or Suisses, (revue nº2 page 6, in San Remo Italy. E. Perrimond, April May June 1954). L. Sigaut, F. Gillet, R. Harrault, V. Ducarton.

Ferdinand Gillet France, Founder UEPGH.

14-12-1953. 2nd Congress in 4-1954. Theodor Gödde 19-9-1954. Dir. Com. Munich San Remo Italy. (Germany) and Walter Gödde F. Gillet, O. Wirth, T Gödde, etc. F. Gillet, Morandi, G. Franzetti. (son).

Oct 1958. Inaugural flight Le Bourget Toulouse 52'. SE210 Caravelle Air France. M.Cacciolato, R.Harrault, Chaveroche, J.Gillet.

7-4-1957. Dublin, Dir. committee, J. Gillet, S. Barbarini, M.Cacciolato, Thuyins, F. Gillet etc.

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7-4-1957. Le Bourget, Congress Dublin F. Gillet, Seigner, V. Ducarton, Alfredo Molero.

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

Sept 1957. 2- 1-1965. Bauer Gruênwald Hotel Venice, Ferdinand Gillet, F. Gillet, Tortorella (Italy). Regalia (CC Savoia Rapallo Italy).

11-1957. AG Nurenberg (Germany). Grand Hotel.

27-4-1958. ONU Palace Geneva, 24-2-1961. Vienne Congress, Switzerland. Clefs d'Or Suisse. Austria. Dir. Committee, congress opening day, Chamber of Commerce and Industry.

11-11-1961. Gresham Hotel Dublin, Ireland. L. Wogan, L. Donnelly, L. Gleeson, D. Collins, J. Dixon.

Automne 1961. 9th diner GB. Painters Hall London. W. Cullen, W.F. Conroy, E.W. Thorne, E. Thorne, G. Stanfield.

7-1-1962. 7-1-1962. Hotel Villa Medici Florence. A. Hotel Villa Medici Florence, Palombi, F. Gillet, F. Gillet, S. Toccafondi, S. Toccafondi, A. Gubert. A. Gubert.

24-2 to 1-3 1975. London, 23rd Congress. Standing: A. Bouliah

9 to 14-12-1980. 28th Congress Mte Carlo. Paul Boin wins a Ford (Hertz) Park Hotel Nice. P. Berthet, J. Gillet, C. Felgate, S. Giarola, J. Chodzco. G

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63rD WorlD CongrEss

DUBAI, U.A.E. DAY 1 Emirati Cultural Opening Cermony at Burj Khalifa

HE Ibrahim Yaqoot Executive Director Corporate Support Division at Dubai Tourism and Commerce Marketing

DAY 2 Discovery Day

Photos by Osamu Hamasaki, Les Clefs d'Or Japan W

63rD WorlD CongrEss

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DUBAI, U.A.E. DAY 3 Educational Seminar

DAY 3 Desert Safari

Photos by Osamu Hamasaki, Les Clefs d'Or Japan

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63rD WorlD CongrEss

DUBAI, U.A.E. DAY 4 General Assembly

Photos by Osamu Hamasaki, Les Clefs d'Or Japan W

63rD WorlD CongrEss

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DUBAI, U.A.E. DAY 5 Gala Dinner

Photos by Osamu Hamasaki, Les Clefs d'Or Japan

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YoUng ConCIErgE of thE YEAr AWArD for AnDY PonCgo Award Nominees were: Paul Rumpff Justin Sondgeroth Rainer Gruber Abdul Shahadab Pandihar Lucas Medeiros Alida Reggio Andrew Van Der Hoeven Panisa Ariyasakul Denis Silhberg

Alexander Piderit Harold Exbrayat Helena Debain Mike Kaemper Riyas Kallan Erkin Aliyev Maurits den Dulk Sung Jin Park Debayan Ghosh

Australia USA Austria UAE Brazil Turkey Canada Thailand Finland

The winner: Harold Exbrayat Peninsula Paris, France

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Switzerland France Spain Germany Great Britain Russia Holland Korea India

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

YoUng ConCIErgE of thE YEAr AWArD for AnDY PonCgo

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

MEssAgE froM oUr

IntErnAtIonAl PrEsIDEnt

Dear Members and Friends, On behalf of the Executive Committee of Les Clefs d’Or I welcome you to the latest edition of our International Revue, “Golden Moments”. This revue highlights the recent activities of our many national sections as well as the historic events and fascinating characters who have helped shape our destiny. Following on from the success of our previous theme “Diversity”, it was suggested that we revisit some of the great moments in our association’s history. Building on the traditions and customs of our time honoured profession, Les Clefs d’Or has continually embraced the rich tapestry of our unique heritage. In this edition we pay homage to the founders of our association as well as some of those visionary leaders who have followed in their footsteps. I am sure that you will agree that the cover page tribute to our dear friend Marjorie Silverman was an inspired choice for this publication. We also highlight the unique relationship our members have with their guests, many of them are indeed “Golden Moments”. My thanks to James Ridenour and his editorial team for producing this special edition of the International Revue. We are excited to be sharing our story with you and I trust that you will find it interesting and enlightening read. Yours in friendship, Colin Toomey International President Les Clefs d’Or UICH.

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MESSAGE FROM OUR INTERNATIONAL

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

GENERAL SECRETARY

LES CLEFS D'OR REVUE EDITOR

Dear Friends, I am pleased to be able to present to you the Spring/Summer 2016 edition of the International Revue. The topic for this Revue is "Golden Moments." As concierges we are involved and, in fact, are the architects of many Golden Moments. This edition is a celebration of our dedication to the art of luxury service. Our goal was to capture the way we work as concierges. It is proof that no one knows the world better than Les Clefs d’Or. 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 global network of friends. I’d like to thank the team that helped me to put this wonderful edition together, Paul Rumpff for creating such an amazing cover page and to Michael Romei, Muffin Spielman and Burak Ipekci for their help in editing the Revue, and as always, thanks to our publisher Giuseppe 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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ORIGInaL SIX-MEMBER SECtIOn COUntRy

NAtiONAl CONgrESS EviAN 6th - 8th november 2015

Opening cocktail with Evian’s mayor.

Our Host , Mr Roussin, General Director of Royal Evian Hôtel.

General assembly Hôtel Royal Evian.

Cruise on the Vevey , Lake Geneva.

Gala Dinner.

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frAnCE

ORIGInaL SIX-MEMBER SECtIOn COUntRy

OpENiNg DiNNEr Of tHE YEAr 2016 AlCAzAr pAriS

Finalists of the Pierre Quentin Trophy 2015.

Our Winner, Harold Exbrayat with Mrs Vergnolle Paris Addict, our sponsor.

The President and our hosts from the Alcazar.

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ORIGInaL SIX-MEMBER SECtIOn COUntRy

gENErAl ASSEmblY AND gAlA DiNNEr 18th march 2016

General assembly meeting.

Our amazing venue at Pavillon Cambon by Potel & Chabot.

Past president, Mr Dominique Guidetti and our new president, Mr Thierry Revel.

Enjoying a great evening among friends.

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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

May 1st, 2015 Madeleine Calon, the vice president was invited as a guest speaker at London Restaurant Network On Friday May 1st, Madeleine Calon gave a presentation to the London Restaurant Network, which is an association quite similar to ours, where restaurateurs meet to share ideas, innovations and trends. They were very interested to hear about Les Clefs d’Or, the Society of Golden Keys, and how we network and integrate with our associates. Some of the restauranteurs sought advice on the best method of networking with and building relationships with concierge. There was interest in becoming Associate members from some of the attendees at the breakfast. May 30th, 2015 In Loving Memory of Colin James Short Many members joined the family for a funeral mass which was held to celebrate Colin’s life at The Holy Apostles’ Church, Winchester Street, London SW1V 4LY on Friday 5th June, at 10.00 am. The president Antony Lynch graciously hosted a small drinks reception after the mass to the members who didn’t attend the memorial service reception organised by Colin’s family to share the great memories of Colin. October 30th, 2015 10th Annual Morris Visitor Publications Golden Keys Concierge Awards Congratulations to all the winners of 10th annual Morris Visitor Publications and Golden Keys Concierge Awards. Regional Concierge of the Year Award Concierge of the Year Award Andre Damonte Award Service Through Friendship Award Lifetime Achievement Award

Stuart Massie David Young Riyas Kallan Madeleine Calon Gerry Defilippis

Congratulations to all nominees. Thank you to MVP, The AA, all sponsors, the attendees and St Pancras Renaissance hotel team for making it a magical evening.

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November 22nd, 2015 Congratulations to retired Member Mel and his partner Pat who recently tied the knot. Congratulations to retired Honorary Member Mel and his partner Pat who recently tied the knot. Mel worked for most of his hotel career as Head Concierge at The Waldorf Hotel in London. He was a former International Delegate of the society, but his longest stint on the committee was as Treasurer. His astute management of our funds over a period of many years led to society’s being able to work on a sound financial footing, also allowing it to stage events at ever-more prestigious locations. We all wish Mr and Mrs Demetriades the best on their marriage! January 21st, 2016 Concierge Educational Day at the Marylebone Hotel Concierge Educational Day at the Marylebone Hotel, London, organised and hosted by Riyas Kallan Andre Damonte Award Winner 2015 and 2016 British Andy Pongo Nominee, on Thursday January 21st, 2016. Thank you to all who attended the Educational Day, to the guest speakers: Mr Walsh and Riyas (Marylebone Hotel), Paul (Le Meridien Hotel), Binoy (St James Court Hotel), Jose (Milestone Hotel), Antony (Hilton Kensington Hotel), Mark (Morris Visitor Publications), Paolo (London Serenity), Greg (Evan Evans Tours), Aline and Caterina (British Tours) and Mr Walsh General Manager at the Marylebone Hotel and the staff who allowed this educational day to take place. The educational day was a huge success and sincerely appreciated by the junior concierge attendees.

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

GREAT BRITAIN

ORIGINAL SIX-MEMBER SECTION COUNTRY

January 29th, 2016 St Andrews Gala Ball It was on Sunday November 29th, 2015, at Cameron House on Loch Lomond and was attended by 150 people. The attendees were a mix of members, associates, retired members and industry colleagues. The Gala Ball started off with a champagne reception and entertained with some local fiddlers. Then moved on to dinner where after addressing the haggis we had a beautiful 3 course dinner. It was a fantastic evening jointly sponsored by the International New York Times and the Glengoyne distillery. In the process of having a great time we managed to raise £5k for CHAS (Children’s Hospice Association Scotland). January 29th, 2016 Riyas Kalan, Andre Damonte Award Winner 2015 and 2016 British Andy Pongo Nominee was invited as a guest speaker at Reception Academy Graduation ceremony, Hilton Metropole Hotel. Riyas gave a presentation about a 'Concierge Career in UK Grand Hotels’. Graduates were very interested to hear about Les Clefs d’Or, the Society of Golden Keys, and how we make the impossible possible for the guests. Many of the students were inspired to learn more about the concierge profession and sought the advice to start their career in the Concierge Department worldwide. Riyas said “it’s simply amazing to talk to so many fresh minds about Les Clefs d'Or!!!"

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gErMAnY

ORIGInaL SIX-MEMBER SECtIOn COUntRy my #lesclefsdor golden moment.

My name is Sandra and I am working at the Regent Hotel in Berlin, Germany. I would like to share my special and unforgettable golden moment working as a Concierge with you. Before and after the Soccer World Championship in 2014 the German national soccer team stayed at the hotel in which I was working during that time. The team was spending 5 nights with us as a preparation and then flew to Brazil. For those who know me, I am a soccer nerd always supporting the German team. After becoming World Champion in Brazil the first match for the „German Eleven“ was a friendly match versus Argentina, in which occasion they stayed again with us. Due to the work before the Soccer World Championship by that time I knew the team "behind the team", including the security staff. All of them had to learn while working with me that I am a big soccer fan. In order to celebrate the win of the World Cup, we prepared a big party at the hotel after the game. The first bus arrived and with it the security as well as the world cup trophy. One of the security guys came to me and said, “Sandra, it´s your turn, you have one minute! Enjoy!” We went to the grand ballroom and there it was - the trophy, right in the middle of the room! I was not able to believe what I saw. The security allowed me to take some pictures. This was definitely one of my best moments ever. I was thinking about kissing the trophy like all the famous players did before. But I did not dare touching it. Can you image how many soccer stars were holding that trophy in their hands? Franz Beckenbauer, Lothar Matthaeus, Gianluigi Buffon, Zinédine Zidane, Ronaldo, Diego Maradonna.. breath-taking! Before that another stunning moment occurred to me. Upon the arrival of the German National Team, the first person, who got off the bus, was Joachim Loew (trainer of the German team). He directly headed towards me, shook my hand and asked “Sandra, how are you?!” These days will be unforgettable. I´m so thankful for these moments! I guess, every soccer fan knows what I'm talking about.

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The phone was ringing at around 9 pm and our guest was looking for a tennis lesson within the next hour. As Malte once was a professional tennis player he offered to have a hit with him. The guest was very excited to play with somebody who played on the ATP tour a couple of years ago. It was a very special moment for our guest and for Malte as well.

breidenbacher Hof malte masuth "My name is Mike Kaemper - I am the current Andy Pongco Award Nominee for Germany. On this picture you can find not only me but also a slight impression of my lovely hometown Baden-Baden - and I would love to welcome you here personally.

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

gErMAnY

ORIGInaL SIX-MEMBER SECtIOn COUntRy

I feel very honored to be a part of the Les Clefs d’Or Family and I am very much looking forward to see you all in Dubai in April.“

mike Kaemper belle Epoque When guests become friends The little Chris stayed with his family at the Vier Jahreszeiten for a longer period. During his stay it happened, that he and many staff members of the Concierge/Porter Team became good friends. When the family had to leave Chris was very sad to leave his "new friends" and so we decided to elect him to the new General Manager with his own name badge. At the end Chris was very happy and so it was much easier for him to leave. michael Weber vier Jahreszeiten münchen

As one of our regular guests called us that he will be arriving within the next 15 minutes, as his original flight got cancelled and it is his wife’s birthday today, Sabine was taking action right away and decorated the room as a birthday surprise. With a birthday cake and a bottle of champagne served on arrival our guests were more than happy. Sabine breidenbacher Hof

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sWItZErlAnD

ORIGInaL SIX-MEMBER SECtIOn COUntRy

Swiss Treasurer Cornelius Haug and his team at The Grand Hotel Kempinski (St Moritz, Section Graubünden).

Presidente Cristina Bally, Les Trois Rois (section Basel).

President Roland Margelisch and Chantra Malorni, Riffelalp Resort (section Zermatt).

Thoms Gmür at Park Hotel Vitznau (section Luzern).

Presidente Sylvie Gonin and Swiss Secretary Laurent Etienne, Beau Rivage Palace Lausanne, section Rivieira vaudoise et bas valais.

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ORIGInaL SIX-MEMBER SECtIOn COUntRy

Michael Zürcher at The Dolder Grand, Zurich (section Zurich).

Alexander Piderit, Swiss Andy Pongco Candidate.

Swiss Commitee and Section Presidents in The Baur au Lac , Zurich.

Patrick Ritschard, Bellevue Palace, Bern, and his section.

Swiss President Marc Pierrain, Beau Rivage Genève.

Western zone meeting in Geneva.

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BElgIUM

attEnDED 1St IntERnatIOnaL COnGRESS CannES 1952

great moments in belgium. The belgian section had wonderful occasions ot gathering and share new experiences with various providers, asociations and more. The National barmen contest was one of these, we were invited t by the U.B.B. to be members of the jurg in section, "tasting, look, flavour", more than just the fun of this experience it was a great oportunity to start new relations with profesional associations of the hotel industry. The memebers invited, were haluk sahin, alain keysers' herve vandendrice, jean-francois debois and mariano van cleve.

Some of our members were invited as peakers into prestigious schools of hotel management and tourism to introduce our profession to futur gaduated students, this was the case for Herve Vandendrice and Gregory Vanbulk. We also had the chance to participate to differents meetings with the B.H.A, the brusels oteliers association, which never happened in the past, various sjbject were depated as, securith, mobility. Through these meetings our asociation has taken an active part in the life of our city and not only in the glamorous side but in the realty of our town.

Last but not least we had several cultural visits organised by our members as a private tour of the amazing Atomium, monument of our beautiful city!

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

BElgIUM

attEnDED 1St IntERnatIOnaL COnGRESS CannES 1952

We would like to also to mention that we went through and still hard time due to the different critical situations around Europe and in our city. All of us have been inpacted hardly in our properties. We would like to express our sympathy to our colleagues who had to sufferfrom the terorism and also to the ones who to took the time to express their sympathy to us .

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

sPAIn

attEnDED 1St IntERnatIOnaL COnGRESS CannES 1952

“golden moments”. that’s the leitmotive choose for this time. Every time you think what a Golden moment can be you will never realize that every single instant in a concierge life is magic. Concierge is always 24hs available. His duty doesn’t stop at the end of the shift or the day and what happens during his shift and outside his or her hotel is unique. We, the concierge, make every action spotless, we create our Golden moments. From a visit to the wax museum to receiving the visit of an ICI student for a charity cause.

Every moment counts. From a masterclass in an university of what a concierge and Les Clefs d’Or is...

... to getting ready at the atelier of a hotel for the guest. We feel that our job is not just a job but a way of living.

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attEnDED 1St IntERnatIOnaL COnGRESS CannES 1952

From our national executive committee on our last National assembly working hard to improve our association...

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... to receiving a wonderful gift from the unique Michael Jackson.

And we are honour to add one last moment, that it represent more than a golden moment, it means a lot to us, the second position of Helene Debain, chief concierge at Monument hotel, for the Andy Pongco award.

Remember, concierge is a way of living, a spirit the never ends, is the reason why we smile every day. Thank les Clefs d’Or for this opportunity.

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

AUstrAlIA Dearest Golden Global Gurus, Greetings from Les Clefs d’Or Australia, which has had an abundance of golden moments, memories and masterful events. The golden generation of the Melbourne Concierge Ball continued to glisten. Held in the ever-opulent Sofitel Melbourne on Collins, home of the Melbourne Ball maestro, Mr. Andrew Natoli. The Melbourne membership continued to set the trend for celebrating our glorious society. Golden keys insignia littered the room and were strikingly ominous in lights on the backdrop of the ballroom. Our Australian executive, led by the always-smiling Mr. Peter McBrearty, along with the ball committee and the local cast of supporting Clefs d’Or Concierge, created a golden night that many would hope would linger for a sustained period in the memory banks. The Casino Royale theme had Auric Goldenfinger himself relinquishing his schemes to soak up the aurora of the evening. The evening also had our jubilant treasurer, Mr Ben Davies, having a night more concerned with golden beverages and golden pide then the financial reserves in our own Fort Knox. Though when gold coin counting was continued we were pleased to announce that we managed to raise almost AUD$9000 for Les Clefs d’Or Victoria’s chosen charity, Bayley House. Truly a first rate effort from everyone. Though not to be out done, the golden city of Sydney welcomed back the Concierge Ball and clipped at the heels (some say surpassed) of our southern colleagues. International President, Mr. Colin Toomey, graciously allowed for the event to be held in the pristine Shangri-la Hotel Sydney. This evening couldn’t have been possible with out the tireless efforts of the Concierge Ball committee, led by the Golden Ale Gentleman- Mr. Josh Blake. Through the countless man-hours undertaken into the event, sprung out of the ashes a golden evening that had all attendees eagerly awaiting what is install for the next unforgettable event. One of the highlights was our Betty Whiteesque golden girl, Roz Jackson awarding the Hall of Fame award to the man with the golden driving gloves, Mr. Paul Highams. Furthermore the evening managed to raise almost AUD$9425 for Les Clefs d’Or New South Wales chosen charity, St. Anthony’s Family Care. This mark has surpassed previous efforts and really is stellar to see how generous our friends and colleagues can be.

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In attendance at the Sydney Concierge Ball we had our Les Clefs d’Or International Executive Committee and Zone Directors who were able to find time to regale in the golden hospitality of Sydney Hospitality in between meetings. During the short time they were in Sydney they were able to interact with many of the local members, sail on the glorious Sydney harbour and experience stellar menus from our finest chefs. The man with the golden pen, moustache and charm, Mr. Jacob Detering was even spotted with a smile enjoying the local delights. Looking forward we are increasing our social calendar by including a third Concierge Ball in the golden sanded state of Queensland! The members are eagerly awaiting to make the trek up north and experience the sights and sounds of sunny Brisbane. To tie in with the Brisbane Concierge Ball will also be our AGM and is sure to make a pleasant change of scenery for the members across the country. I have it on good authority that Mr. Paul Rumpff is taking special preparations to ensure his trusty camera will be in fine condition to capture the undertakings and share the momentous occasion on social media.

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Recently we welcome five new members to our golden society, and I would like to take this opportunity to welcome to our friendly society: -

Siddartha Kaul of the InterContinental Adelaide Paul McLean of the Emporium Hotel Brisbane Phil de Merindol of the Shangri-la Hotel Sydney Jonathan Fambart of the Park Hyatt Sydney Greg Hillard of the Sydney Harbour Marriott

Hearty congratulations and welcome gentlemen! Finally it is with mixed emotions that we farewelled our golden darling of Brisbane, Yuki Kimura who has left our shores but under celebratory reasons. Congratulations to your engagement to Great Britain Les Clefs d’Or member Jose Pauco and I’m sure you will both have a long and prosperous marriage. In friendship, David Luff Assistant Chef Concierge Four Seasons Hotel Sydney State Director NSW & ACT “Les Clefs d’Or Australia”

James Ridenour at Sovereign Hill, Ballarat Australia holding a solid gold bar worth $250,000

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BrAZIl In the year of 2015 we have accomplished some activities and achievements for Les Clefs d’Or Brésil. les Clefs d´Or brésil Concierges´ Day Celebration – June 29th Les Clefs d´Or Brésil is extremely 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 on 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. Educational seminar was done in one day program and we had a meeting at the Sugar Loaf Mountain to celebrate with a special cake for the tourists that was visiting this famous monument in Rio de Janeiro. 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 this special date!

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les Clefs d´Or brésil Agm (Annual general meeting) 2015 Les Clefs d´Or Brésil, welcome the new international members nominated during our 7o Annual General Meeting that took place in Rio Grande do Sul this year, in Gramado and Bento Gonçalves cities. The event happened in October 06th, for the first time in the South of the country. The ceremony was at Casa da Montanha Hotel, after two intense days of cultural and educational program in the romantic, charming and chilling Serra Gaúcha. Part of our international team of the new concierges are Cassiano Stahl, Serra Azul Hotel, Gramado; Alberto Divan, Windsor Atlantica Hotel, Rio de Janeiro; Sebastian Hedjan, Boutique Hotel Casas Brancas in Búzios; Deivisson Bento, of Pestana Curitiba Hotel, in Curitiba and Fabio Volk, from Il Campanário Resort, in Jurerê Internacional, Florianópolis. Our message: Be a concierge at all times with passion and love and your clients will be extremely happy with everything that will be delivered. Pay attention to the details and scan your clients with your five senses to be sure that all the things you are doing will be right and appropriated for them. And we have 5 moments to do that interaction during the stay, so don’t loose them.

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les Clefs d´Or brésil 10 Years of Concierge foundation in brazil

This year we celebrated 10 Years of our Concierge Foundation where we are always assisting 05 charities in Brazil (03 in Rio de Janeiro and 02 in São Paulo), and we have a great pleasure to assist them. We celebrated 10 years in a place called Estudantina with a great Samba Show called Ginga Tropical, that was Brazilian traditional samba show with a feijoada lunch meeting. This noble gesture of citizenship that we do is much admired by the people who know our work and participate in our events. Vive Les Clefs d’Or! Guilherme S. Borges Presidente da Les Clefs d'Or Brésil

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ChInEsE tAIPEI Welcome to Regent Taipei! From the moment getting off the car, you will no longer need to worry about anything, as our Golden Key Concierge and the professional Concierge team are on standby 24/7 to fulfill your every needs and requests. Other than arranging flights, transportation to and from the airport, hire cars, chauffeur cars, city tours, private shopping, flowers, courier services and restaurants recommendations, we are experts in dealing with guests’ last-minute inquiry. Come and meet the Dr. Know-all and the anonymous Superman of the hotel! Provided by Regent Taipei Les Clefs d’Or Chinese Taipei

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ChInA Asian Congress Les Clefs d’Or Japan was the hosts of the 9th Asian congress and they did a fantastic job! It was a pleasure for our members to have participated in this significative congress. We remember that we are all in service through friendship and it is appropriate on occasions such as this to reflect on the importance of friendship and the value of good neighbors. Friendship long live to China and Japan!

Asian Presidents and Friends

Chinese attendees

les Clefs d’Or China Annual Congress The 20th Annual Congress of Les Clefs d’Or China has successfully convened from 17th-20th November.The meeting host by CYNN hotel in Chengdu city. The People's Municipal Government of Chengdu City and the Tourist Administration of Chengdu City show attach great importance and support to this meeting.This meeting was quite emotional and all delegates here more confident to spread the service through friendship afterward.

Committee Member of Les Clefs d’Or China

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Mr. Abey Sam (right side), the President of Les Clefs d’Or U.A.E introduced the “Dubai Congress” to the Chinese members.

This year is our election year, after the voting and discussion among our executive committee and the members, Mr. LI Gang from Beijing Metropark Hotel have the honor to take the position of CRO(Chief Representative Officer). Mr. LI Gang joined Holiday Inn Lido Beijing since 1987, he have been working in this hotel for 28 years. He started from a bellboy position, through all the efforts he became a qualified Chief Concierge. He joined the organization since 1997 and taken an active part in activities of the organization.

Mr. LI Gang (in the middle with ribbon)

Enjoyable dinner

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CZECh rEPUBlIC Last year, Czech TV proposed an appearance in their documentary Gejzir to introduce the job of a concierge to a wider public. The program aims at covering topics and professions which are generally not widely known. The location for the shoot was Prague's best hotel and Petr Zezula was the main speaker. Initial questions dealt with the nature of our job, our organization and its global coverage; it was when Petr started recalling some of the more peculiar requests he and his colleagues had to face that the show developed a considerable momentum. The program was broadcast in prime time and the echo was very wide. We had been contacted by numerous friends and other contacts and the feedback was indeed very positive. The producers are already speaking about a follow-up so let's get ready for a possible surprise... This fall, section of UICH Czech Republic has been very active. Several meetings have been organized but most importantly in October 2015 we held a first meeting outside of Prague visiting city of Pilsen including the tour of famous Pilsner Urquell brewery and famous city undergrounds. The decison to organize such meeting has been done early in spring to allow our fellow concierge colleagues, who are not able attend international or European cogresses, to meet not only during our monthly meetings. The trip was a great success and we hope to repeat it soon. After a two weeks break we travelled to Budapest, where Central Europe Zone meeting was held organized by Hungarian section led by Tamas Ungar. The Zone meeting was very productive and we as usual enjoyed seeing our friends and colleagues. Thank you Tamas for great arrangement and wonderful surprise for last night – cooking lesson. December is as usual month, where we organize our Christmas dinner. This year we have decided to organize this different way. We felt, it is important not to have only a sit down dinner, where members can talk only with their colleagues at the table, the dinner has been organized in modern art gallery Hauch. The space has been adjusted to our needs and the catering has been arranged with Il Catering. We have received a great feedback and the dinner has been attended with more than 30 members and our parners.

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During this dinner we have also welcomed new concierge members to UICH family. Ms. Diana Iazawa and Mr. Radovan Voch from Prague Hilton Hotel, Ms. Barbora Klapetkova from Prague Hilton Old Town Hotel and Mr. Radek Zacharias from The Mark Hotel. Welcome on board. Even the winter season is quiet now and we all taking deserved rest after very busy Christmas perior we take time to prepare well for upcoming season 2016. We have been invited in February to explore the Museum of Kubism in Prague with the private tour as well as the visit of newly opened Milionare gallery focusing on memorabilia sale.

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Also two private tours of Prague for Les Clefs d’Or members have been arranged to refresh the information and sources. Organized by Pavel Ruml from Mandarin Oriental and Radek Zacharias from The Mark Hotel. Thank you. Looking forward to seeing you all in Dubai. Petr Zezula President Les Clefs d’Or Czech Republic

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DEnMArK Les Clefs d’Or Golden Moments. So many members across the world and so many moments to share, but being able to do so through the eyes of one of our mutual guests is very rare. Therefore I am so happy to introduce you all to Mr. & Mrs. Scott and Alice So is one of those guests always on the go either for business or leisure and always seeking our advice, no matter where in the world it may be. I came across the charming couple last year during their trip to Europe where they were visiting in Berlin and Alexandra Bösemüller contacted me upon their arrival to Copenhagen a few days later. Thanks to Alexandra their travels and hotel stays is so much more and they always search for the keys to the destination, the hotel concierge. Since their stay in Copenhagen we have been in touch on regular basis and they have shared so many of their great memories with me and many of these memories, they have permitted me to use some of these experiences in this revue as our “Golden Moments”. In friendship, Anders Ruggiero

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fInlAnD Jad lian, Hotel Haven Sometimes you have to go the extra step and shovle the snow to make a path for guests :) This picture was taken during a snow storm hitting Helsinki a few weeks ago.

Erkki Kerttula, one of our well known members and a name in the Finnish hospitality industry is well know as the Head Concierge of the newly open Hotel lilla roberts, featured in the cover of Hotels magazine last December. more here http://www.kampcollectionhotels.com/hygge-in-helsinki-hotel-lilla-robertsin-hotels-magazine-december-2015/

virpi vidal-Stockley, Hotel best Western plus Haaga our newly elected president is a master of bowling and as you see the golden bowling ball has brought her great success during one of our latest events.

Kalle valjento, Hotel Klaus K our vice president is the master of chess at the Hotel Klaus K, one of Helsinki's trendy hotels.

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tero Kangas, Hotel Haven Tero's love for sweets has created great guests interactions, the guests come to visit his desk just for these old traditional Finnish candies made for over 100 years and that are so delicious.

riku Nurminen, Hotel fabian is the master of Opera, he is a concierge with a twist, Riku's humor is well known by guests and on his free time he plays roles are the Opera House in Helsinki and is great talent.

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Sofia Saarinen, Hotel lilla roberts is a Concierge with a love to animals, she enjoys conversations with guests about that huge design horse in the Hotel Lobby, the horse lamp was designed by a group of Swedish designers http://www.moooi.com/designers/front and has became almost a visited sight in Helsinki.

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Balázs Andrónyi and Peter Simon members of Les Clefs d'Or Hungary / Hilton Budapest It’s our pleasure to make the hotel guests satisfied and help them to return home with unforgettable memories. This happens many times and we like special challenges. Last summer we arranged a minivan pick up for a US family from Vienna to Budapest. They requested in the previous booking to see some medieval castles in the countryside and visit a vineyard on the way to Budapest. We made a full they plan what to show on the way for the clients. Also we find a nice family vineyard at the Lake Balaton. They got a perfect wine tasting in the cellar and a delicious lunch with a breathtaking view on the terrace. When the guests returned home they sent an e-mail, that this trip was the most memorable part of the three weeks long European round trip. What makes a concierge really happy? When you find out the guest’s dreams and you can help them to come true. And what is one of the worst thing? If you are against… (Do not worry - Finally both of us were happy). It happened to me last year that guests arrived to my hotel from Greece. The occasion was the point: they were coming to see the Hungary vs. Greece football European qualifier game… Being a big football fan myself as well we talked a lot and made a really good relationship. I helped them a lot with sightseeing, table reservations etc. Although on the day of the game – when they told that they have the last request to wish luck for their team : I kindly told them that I wish good luck in the rest of the qualifiers except this one. The end of the match was equal (0-0) – we said good bye to each other with a smile as both of our teams still had the chance to qualify.

Barna Kövesdi – Member of Les Clefs d'Or Hungary / Sofitel Chain Bridge Budapest

In this picture you can see a real Golden moment which happens rarely: all the five members of the Hungarian Cles D’Or of the Corinthia Budapest is together.

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Our year in review: Golden Moments Our Annual General Meeting and Gala Ball this year was held in The Radisson St Helens Dublin in February. It was an election year for our executive board and all positions went unopposed for the second term, we had also 6 new members ratified at the meeting in which they received their keys at our Pinning Ceremony. Later on that night our Gala Ball was attended by 150 guests, representing the many great service suppliers and tourism bodies from within the industry; it was also a pleasure for us to have Mr Antony Lynch, President of Great Britain and Mr Paul Still, Western Zone Director also in attendance. During the night we and various awards to include our” Jimmy Connor” Concierge of the year award which was presented to Marie Claire Sabogal of the InterContinental Hotel Dublin and our Member d’honour award which was presented to Mr Jimmy Dixon, former Head Concierge of The Shelbourne Hotel until 1997, a lifelong member of over 40 years and a past president, first holding the presidency in 1972 - 1977 and again FROM 1986 – 1990.

Mr Jimmy Dixon Member d’Honour

Marie Claire Sabogal Concierge of the year 2016

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Our newly ratified members

An extract from a book written about The Shelbourne and in which some paragraphs are dedicated to Jimmy: “As a child Jimmy used to play in St Stephen’s Green and would peer through the railings at the Shelbourne Hotel and watch with fascination as the lords and ladies arrived in great horse-drawn carriages.” At fourteen he realised his dream becoming a pageboy in 1946 at the historic hotel; over the next 50 years he catered to the needs and eccentricities of the elite guests, politicians and countless aristocrats who graced the hotel with their presence. He retired in 1997, working the majority of his years as the Head Concierge of the Shelbourne Hotel; his desk a stage, himself the performer and the guests the enthralled audience. In January we had hosted our Annual Associates Appreciation Night which was held in The Rustic Stone Restaurant, as with every year we invite our most valued and loyal associates to engage with us and to discuss opportunities on how best we can work with each other. Speaking on the night was our President Mr Paul Fitzsimons, Mr Billy Creaney, Sales and Marketing Manager of Prime Steak Restaurants Group and Miriam Brady, Commercial Director of Dublin Bus Sightseeing. During the summer we were pleased to meet up with Morris Visitor Publications on their official launch into Ireland. MVP through one of our Associate Members, Glance Promotions will now themselves be an Associate Member of the Irish Society and we look forward to working with them.

Paul Fitzsimons – President. Denis O Brien. John Rice – Glance Promotions. William Morris. Chris Manning. Krishna Kumar. Conor O’Connell. Stephen Brannigan.

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hEllAs Athenaeum interContinental Athens

brazilian rope tricks

Dimitrios liapis Night Concierge

Greetings from sunny Larissa, Greece. I’m Dimitris Kakadiaris and, as hotel’s concierge, I’m responsible for making sure that my guests will be receiving the best service throughout their stay. The service starts by greeting and welcoming my guests at Grecotel Larissa Imperial Hotel, as well as assisting them throughout their stay by providing travel information’s, suggesting and handling bookings to restaurants, bars and shows, etc.

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It’s been almost 16 years that I work as a Concierge at Hyatt Regency Thessaloniki Hotel and I’m truly honored to be a member of Les Clefs d’Or Hellas. Due to all the problems that our world is tracing today, in Les Clefs d’Or the journey still on course… In Friendship Michalis Chatzakis

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Marios Takos. Hyatt Regency Thessaloniki Concierge Department since 1999. Working at hospitality who serves guests requests for the requirements by introducing the right host. In Hotel setting act as a primary information source of the Hotel by providing particular help and information regarding hotel services and local area attractions to customers.

“THE SECRET OF CHANGE IS TO FOCUS ALL OF ENERGY, NOT TO FIGHTING THE OLD, BUT ON BUILDING THE NEW” SOCRATES

Dimitris Drakidis Hyatt Regency Thessaloniki Concierge since 2003.

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hollAnD New Year’s reception les Clefs d’Or in Holland (De gouden Sleutels). We started 2016 with a beautiful new year’s reception at a very special place, the famous museum of Amsterdam, Van Gogh Museum. Delighted as we are to be able to hold this at this place which is very exceptional and it confirms as well our growing of contacts and relations. The ”De Gouden Sleutels” in Holland can look back on a very good 2015 with a number of new members but especially lots of new sponsors. This reception is what we call a very good beginning of 2016. Our board is the first one who deserves a compliment for this all with on top our president Brian Mackenzie (our “front seater”!!). But don’t forget the others of course, they are doing it together. The reception itself was a great success and the visitors has been growing with approx. 100 persons in compare to the years before. At this party Brian took the lead in speeching but also together with the rest of the board. During this there were given a few rewards by the sponsors to make it possible for a few to join the coming congress in Dubai.

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“So Dubai, here we come”!!! The total amount of delegates is not known yet but there will be quite a few joining. You will recognize everybody again at the grey “Oger” suite with the crossed keys on it. We were honored by the visit of Yvonne Alton(USA) and Greg during the reception. Also at that same time we could congratulate our oldest member, Arie v d Laan, who is a member for 50 years now. Lots of people met him already at congresses before, according my information he joined it for about 27 times now (can be even more). He will be there in Dubai also. All together we are ready for 2016 and we hope to see lots of colleagues in Dubai. I will send some pictures with this to give you an impression of our reception. Look forward to meet (again) in Dubai. “Service through friendship”!!! On behalf of the Dutch section - Ronald Westerhof

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hong Kong The Society of The Golden Keys of Hong Kong now have 98 Les Clefs d’Or Members, 10 Local Members, 58 Associate Members 15 Honorary Member as of Jan 2016.

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 the langham Hong Kong STEVEN WONG, International Delegate the luxe manor TERENCE YIP, 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

On 2 Dec 2015, Les Clefs d’Or Hong Kong collaborated with Hong Kong Polytechnic University and Hotel ICON for hosting the first ever Concierge Forum. Around 350 personnel from different hotel Concierge, hotel management, hotel schools and hospitality industry took part in the forum. During the forum, Richard Hatter – GM, Director Hotel ICON & Adjunct Associate Professor School Hotel Tourism Management Polytechnic University, Michael Romei – Past General Secretary UICH, Jerry Soh – Founding president of Les Clefs d’Or Singapore, Fred Lui – President of Les Clefs d’Or Hong Kong, Louis Baleros Jr. – Past president of Les Clefs d’Or Hong Kong, Chief Concierge of InterContinental Hong Kong, Timothy Gan – Founding president of Les Clefs d’Or Malaysia, Vice President, Hotel Operations at Galaxy Entertainment, Johnson Wong – Group Director of Rooms, Shangri-La Hotel and Resorts, Ringo Chau – Advisor Les Clefs d’Or Hong Kong, Chief Concierge Kowloon Shangri-La took the stage and host panel discussion in topics of past and future of Concierge profession, prospect of Concierge development, new technology, recruitment of new comers and the response was enormously positive.

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hong Kong The Spring dinner was hosted on 26 Feb 2016 with over 320 attendants from hotel Concierge, GMs and travel partners enjoyed a great night.

Society Facebook page has now 508 likes and grow over 100 since September 2015.

The Society will continue to focus on education initiatives and members development in echoing with UICH headquarter. • 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. • planning for hosting the 2nd Concierge forum with polyU and Hotel iCON

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On 03/01/2015 We had a tour of the "Ilana Goor museum" in Jaffa, where also was announced an " 2015 honorary member" of "Les Clefs D'or-Israel"

On 13/01/2015 We had a " preparing cocktails workshop" in the "Inca- Cigar Bar" at the "David Intercontinental Tel Aviv"

On the 15/03 We had a whole day tour in Jerusalem of the following attractions: the "Begin museum", " Ha- Tachana" : the new shopping area, a segaway tour of Jerusalem, the "city of David" and for dessert we had a tour of the newly opened "Waldorf AstoriaJerusalem" , which ranked according to " Conde Nast " magazine readers as the best hotel in the middle east .(6 pictureS attached).

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On 03/02/2015 We had a visit in the new shopping and restaurants area of Tel Aviv called "Sarona"

On 15/02/2015 We visited "Alexander" brewery and "Recanati" wineries

On 21/02/2015 We had a "Carmel market-tasting tour"

On 29/03 We had a Chinese culture event sponsored by "IDC- Israel Diamonds centre"

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lUxEMBoUrg FIRST DINNER OF 2016 First Les Clefs d'Or Luxembourg of the year at the most delicious italian restaurant DELIRIO CULINARIO. Renzo and his team made us discover the outstanding sunny cuisine of southern Italy while Mrs. Joanne BRAUN, Concierge at the KIKUOKA GOLF HOTEL was honoured by the famous french top designer COURREGES for being the only lady Clefs d'Or in the Grand Duchy of Luxembourg. Simon DELCOMMINETTE, President of the local section raised his glass to thank and congratulate the owner of the DELIRIO CULINARIO, Renzo BELLANIMA for his great involvement in projects helping disavantedged children in Nigeria. Simon DELCOMMINETTE

Simon DELCOMMINETTE with Renzo BELLAMIA

Joanne BRAUN honored by COURREGES

THE supporters team

Simon motivating the future generation of Clefs d'Or !!!

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QAtAr it’S timE tO ApprECiAtE!

In the middle is Mayumi Hayakawa along with the Les Clefs dÓr Qatar members & guests. Appreciation & recognition Award During the visit of Mayumi Hayakawa – President of Les Clefs dÓr Philippines and Andy Pongco Award Committee in Doha, Qatar from 15-17th of April 2016. Les Clefs dÓr Qatar headed by Randy Santos Founder & President along with his Executive Committee and members, given the opportunity to thank Les Clefs dÓr Philippines and our dear friend Andy Pongo in bring the Les Clefs dÓr to the Middle East region.

Given for both Les Clefs dÓr Philippines & Mayumi Hayakawa, appreciation & recognition award to inspire our young concierge and the next generation and to continue the legacy of Andy Pongco as we independent countries will stand as the mentors and guide them to become a truly In Service Through Friendship.

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INDIA Le Meridien Gurgaon is the first Le Meridien hotel in Gurgaon. Le Meridien targets the creative minded traveler and believes in helping guest discover and unlock destination in a new way through the filters of cuisine, culture and coordinates. I love serving my guests as a Les Clefs D’or Concierge. A Memorable Experience Ms Bastel, a French national, was staying at Le Meridien Gurgaon in the month of November 2015. A few days ahead of her travel, she fell down from a flight of stairs at her house and fractured her leg. Being her first visit to India, the guest was excited about her elaborate schedule of visiting various shopping destinations to take back some souvenirs. She met Anuj who recommended her a few places which she could have easily accessed with a walker. Anuj, then went a step ahead and instructed the chauffeur to assist the guest wherever she went. Ms Bastel returned in the evening and mentioned that she had a very good experience. Later, Anuj learnt from the chauffeur that the guest was looking for a particular type of hand woven bag and scouted 7-8 shops, but was unable to find it. Since,she had a very tight work schedule she would be unable to go out on any of the coming days. Anuj immediately realized that this particular style of bag was easily available at Janpath. After finishing his shift Anuj personally went to janpath and bought the bag for the guest. The next day he placed the bag in the guest room with a small note to the guest “with compliments from team Le Meridien Gurgaon”. MsBastelwas pleasantly surprised on her return back to the hotel and she was overjoyed by this gesture. The next day in fact she made it a point to be late for work so that she could personally meet Anuj & thank him for his effort. She mentioned that this is exactly the type of bag she was looking for and wanted to gift it to her daughter and the effort by Anuj made her feel as if she wasn’t away from her family. In fact, she felt that she was staying at her home in India. As per Anuj it was just another day of doing what he usually does ‘service by the heart’. In Service Through Friendship Anuj Kumar Tyagi Chief Concierge Le Meredien Gurgaon In today’s day and age, when it comes to dealing with a hotel Concierge, the guest’s expectations have sky rocketed to an all new level. These global travelers expect superior services and world class experiences with next to negligible turnover timeframes. Catering to the same expectations, my most important learning, right from the start of my career, has been to keep myself in the guest’s shoes and assess his requirements and needs accordingly. For us, Concierge members, one has to face different situations on a daily basis and each day turns out to be a new set of learnings and absolutely no request is unusual. One such situation wherein a Spanish lady guest at the hotel scheduled to fly out last midnight came up to me next day morning to inquire about her flight! I faced great difficulty due to the language barrier (The guest could only comprehend a few words in English) in explaining to her how she is 10 hours late. When the guest finally caught on to reality, she was completely heartbroken and in tears as her family was expecting her back home at the Madrid airport. I immediately sprung into action and tried to see whatever possible I can manage to bring the situation under control. I coordinated with the airlines and her agent in Spain, apprised them of the situation and managed to reinstate the same reservation with nominal charges for the afternoon flight the very same day. At the same time, I informed her family back home about the recent developments and her new flight status. I have to say this was an extremely urgent and challenging situation for me as we were not only hard pressed for time, but facing language issues and not sure of cooperation from third party authorities. But all in all, we managed to turn around things quickly and have the guest board her flight the same day. With the guest conveying her heartiest appreciation to my management in 3 page long letter and now being a regular guest at the hotel, I guess the hard work more than paid off and I couldn’t be happier to have served more smiles to my guest. Rajiv Jhurani Chief Concierge The Grand New Delhi

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On the morning of march ,2010 Mr. Rabindranath Ganguly was terribly sick and David, concierge took the initiative to save his life. His daugher, who was working in Chennai got a call from her mother from Kolkata and she said that her father was in severe pain and got a heart attack. She tried his best to arrange for an ambulance but failed. She contacted the Chef Concierge, David at Taj Bengal with a hope of getting any resource. Though she was not staying with them, David took her number made a conference call with Miss. Subhalaxmi Ganguly (his daughter) and a doctor . After getting all details, he took the initiative to arrange for a mini, fully stocked ambulance and also he booked a bed at The Woodland Hospital without taking any deposits as in India without deposit patients are not admitted. But due to David’s request and initiation no deposits were taken and the patient was admitted. He therefore made all necessary arrangements possible. Then Mr. Rabindranath Ganguly was brought from Tollygung,Kolkata to Woodland Hospital and was admitted there. There he received medical help and could recover fully. THANKING NOTE FROM GUEST

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Miss Subhalaxmi Ganguly, who was an NRI therefore wrote an appreciation letter to the concierge, DAVID last month when she came to dine in Taj Bengal, during her visit to Kolkata. Mr. David Aaron Chef Concierge Taj Bengal Kolkata Ms. Legrand was a guest of the hotel for the duration of her stay in Delhi. As such, I frequently interacted with her colleagues and herself and we grew to be friends. During one of my interactions with her colleagues, one mentioned that Ms. Legrand’s’ birthday was in the next few days. I realized that, being away from home, she probably did not have anything planned and decided to do my best to make the day memorable for her. We contacted her colleagues and discreetly asked for them to all arrive at her room by 6 pm. Once they were all assembled (with a rather confused Ms. Legrand), I opened the door of the room opposite hers and presented her with the rest of the surprise. I had organized a trolley with a birthday cake, juices, soft beverages and other refreshments as well as a bouquet of flowers and crockery. The event was a huge success and Ms. Legrand seemed to be overwhelmed with the consideration and thought that had gone into planning the evening for her. She was delighted by the surprise and by the fact that we had taken the initiative to go above and beyond to make her day special. She thanked me for the effort put in and told me that this birthday would be one to remember! Narender Singh Concierge Manager ITC Maurya A Luxury Collection Hotel There was a guest from Japan, who had misplaced his passport. He couldn’t remember where he had left it so I asked him his trail. Being late afternoon on a Saturday, the consulate office was closed so he couldn’t seek support till Monday. I called the Bangalore airport manager, the Indigo airlines staff, the captain who flew the flight, and finally asked him, “Did you go to any of the restaurants?” He told me he had got down in Bagdogra. It was there in an airport restaurant that I finally tracked down his passport. Rupa Verma Concierge The Oberoi Grand

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loolecondera tea Estate, the origin of Ceylon tea wellcomes you to see. A day trip to first commercial Tea estate, Kandy, Sri Lanka. Ceylon Tea is renowned for its quality and taste but very few are knows about how its begin in old Ceylon. Loolecondera Tea Estate, the origin of Ceylon Tea & first tea field planted by Mr. James Taylor in 1867. A Scotish planter Mr. James Tylor planted first tea plants in Loolecondera Estate, Delgoda, Kandy. His estate is 40km from Kandy Town. Early tea plants now grown up to 15 feet high, in the estate has ruins of his log cabin built in 1868, well that he used for bathing, Granite seat he stand planning tea industry. Tea processing machines used by James Taylor now kept at Ceylon Tea Museum, Hanthana, Kandy. Sri Lanka Sightseeing information from www.conciergesrilanka.com web page.

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MEMBErs AttAChED to lEs ClEfs D'or InDIA

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MEMBErs AttAChED to lEs ClEfs D'or InDIA

Concierge Activities 2015 The Kenya Concierge society had a an average year in terms of participation and growth in 2015. While the constraints are somewhat work related, members lost steam midway and officials had an hard time convening meetings and activities which sometimes had very low turnouts. The Importance of this noble Society to Members needs to be re emphasized to parent Hotels so that Members get the support from their Managers, without the backing of their hotels, then the growth of the society to a full chapter will remain a mirage. We would also request for more support from Les clef d’or India to assist in sharing the benefits of the society to Members to particular Hotels that have shown little or no support including Serena, Inter-continental, Sarova Panafric, Tribe Hotel, Safari Park Hotel, Southern Sand Hotel (Mayfair), sankara among others. The Society had several activities spread over the year as follows. • • • • • •

Nairobi city Monuments Tour Visit to one of Kenya’s most photographed house-The African Heritage House Windsor Hotel Golf Course Tour Point Zero Coffee House Tour XS Millionaire’s club visit Florida 2000 club cocktail

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MEXICO Dear Colleagues around the Golden Keys World! Mexico is really proud to be part of the sections with more than 100 Clef d’Or members. We are sharing this with some countries in Latin-America as Costa Rica, Colombia and Panama that are part of Mexico while they are creating their own part of the story.

We are very glad to had received Michael Romei in Costa Rica and Los Cabos sharing his knowledge with many Concierges. We are looking for more of “CREATING SERVICE MAGIC” We have also had the opportunity to meet colleagues in Mexico City sharing and making noise about Les Clefs d'Or.

We are waiting to share with you all in Dubai and make memorable experiences.

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MACAU Macau is not your normal city, and most of our hotels are not anyone’s idea of a normal. We feature members from three different integrated resorts, so large, that they hardly run into each other even though they work in the same building. Getting them together for a photo and just chatting with us is a golden moment in itself. Also, we hear from a member of a newly-opened hotel sharing his experience as a concierge. Having two best friends working in the same complex can be a bit of a challenge. Just ask Samantha Lok, the chief concierge of the MGM MACAU, and Francis Sien the chief concierge of the Mandarin Oriental Macau. Both hotels are connected to One Central, and are friendly competitors of sorts. “One of the advantages is that MGM offers diversified entertainment and cultural events such as casino and art exhibitions, it is convenient for Mandarin Oriental guests to visit to MGM for different experiences” laughs Samantha, “and sometimes when our facilities are under renovation, our guests can just pop over to use the facilities at the Mandarin Oriental without having to go far.” “The food and beverage offerings at the Mandarin Oriental compliment those of the MGM and vice-versa” says Francis, “though our restaurant and bar have a better view of the city”.

(From left) Samantha Lok, chief concierge MGM MACAU; Francis Sien, chief concierge Mandarin Oriental Macau Lisa Li and Herbert Leung, the Assistant Chief Concierges of the Holiday Inn Macao, Cotai Central and the Conrad Macao Cotai Central respectively, have known each other since the opening of The Venetian® Macao where they both worked, before moving to their current roles. Both hotels are located in Sands® Cotai Central, as part of the integrated resort city Sands Resorts Cotai Strip Macao. “We have so much in common, but we are also very different,” says Li. “We work in the same complex and have mostly the same duties, but our clientele and the size of the hotels are quite different so the demands of our jobs are quite different.” “As Lisa says, even though we work in the same complex and even speak on the phone or email each other, we rarely run into each other because of the size of the complex,” says Herbert. (From left) Lisa Li, assistant chief concierge Holiday Inn Macao Cotai Central; Herbert Leung, assistant chief concierge Conrad Macao Cotai Central

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What is it like to work in one of Asia’s largest integrated resorts? We ask Maria Yang, Freda Cheung, and Francis Yang, who work at properties inside Sands Resorts Cotai Strip Macao on Macao’s Cotai Strip. Sands Resorts Cotai Strip Macao is comprised of The Venetian® Macao; The Plaza™ Macao, featuring the Four Seasons Hotel Macao; and Sands® Cotai Central, featuring the world’s largest Conrad, Sheraton, and St. Regis hotels as well as the Holiday Inn. Navigating this complex is no easy matter. “Guests do get lost from time to time, (From left) Maria Yang, chief concierge The Plaza sometimes ending up at an entirely different Macao; Lawrence Lu, concierge supervisor Four Sea- hotel,” says Freda Cheung, chef concierge sons Hotel Macao; Francis Yang, assistant chief at Four Seasons Hotel Macao. “In fact concierge The Venetian Macao; Timmy Huang, Sands Resorts Cotai Strip Macao is so big concierge supervisor The Plaza Macao; Freda Cheung, that you will need a map to get around chef concierge Four Seasons Hotel Macao. without getting lost,” says Maria Yang, chief concierge The Plaza Macao.

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“The great thing about its size is that you can get everything you could possibly want or need under one roof,” says Francis Yang, Assistant Chief Concierge The Venetian Macao. “Whether you are looking for a place to eat, the latest fashion offerings or even blue skies, you can find it at Sands Resorts Cotai Strip Macao!” “In fact it is so big, that getting us together for a photograph is a very rare occasion because even though we work in the same complex we rarely run into each other,” Yang adds.

Being the newest hotel in the city has it challenges. Going beyond expectations and keeping everyone happy are things Vincent Tong has to ensure on a daily basis. Joining as the chief concierge of the Crowne Plaza Macau, Vincent has his work cut out for him. "To avoid having to deal with a potential issue as a Chief Concierge, my ability to delight as a Chief Concierge comes in extremely handy". “Every moment for me is a golden moment. That point in every interaction where I can make a difference, either by offering recommendations that are insightful and informative, or by being sensitive and intuitive in somewhat touchy situations." Vincent sees his challenges as opportunities to enhance the awareness of the Concierge profession. "Nothing is going to be handed to us on a plate. We have to work hard for what we what, and by doing so we will be recognized as a credible organization."

Vincent Tong

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MAlAYsIA greetings from mAlAYSiA! GOLDEN MOMENTS! A grand theme indeed for this issue’s UICH Revue. Instead of sharing individual golden moment experiences from each of our members, we are sharing with you a collective Golden Moment from all of us here in Malaysia – whereby recently in January 2016, we celebrated 13 of our friends – who have stuck with us through thick and thin, supporting our Society and truly believe in what Les Clefs d’Or truly stands for. Please join us in congratulating the following individuals who, in their very own way assisted us in creating many golden moments for the Society of the Golden Keys Malaysia since its inception in 1997. 1. Mr Michael Lee 2. Mr Ferhad Abdul Rahman 3. Mr Azman Ismail 4. Mr Toh Sheau Jong 5. Mr Syed Ali 6. Mr SS Raja 7. Mr Andrew Lee 8. Mr Gurcharan Singh 9. Mr Gregory Tan 10. Mr Sam Osman 11. Mr Ismail Hussein 12. Mr Sadi Sariman 13. Jack Suseelan

General Manager, Fraser Residences Kuala Lumpur Past Member, Resident Manager, Fraser Residences Kuala Lumpur Past Member, RSP Architects Sdn Bhd Past Member, Metro Limo and Tours Past Member, Swiss Garden Damai Laut, Lumut Perak Malaysian Association of Hotels (MAH) Customer Service Trainer Lecturer, KDU University College Les Clefs d’Or Singapore Les Clefs d’Or Singapore Internationa Honorary Member (Les Clefs d’Or Singapore) Les Clefs d’Or Singapore Internationa Honorary Member (Les Clefs d’Or Singapore)

Thank you gentlemen, for always being there for us, in the true spirit of “Service Through Friendship” Vive Les Clefs d’Or! Sharezal Abd Wahid Head of Public Relations – Society of the Golden Keys Malaysia Director of Concierge, the Majestic Hotel Kuala Lumpur

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the Charity event During the month of Ramadan, people are more generous, more cordial, more friendly and more ready than any other times of the year to do good deeds. The poor and the needy receive food, clothing and money from the well - to – do in the community. In this year Ramadan, a month of fasting 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 your donations, we have been able to offer: • 8400 IFTAR • 101 AID AL FITR gift bags.

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At work with some members of the Concierge team. With my best regards, IN SERVICE THROUGH FRIENDSHIP mohamed taoufiq Ait El Haddad Chef Concierge

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12.12.2008 during the meeting at InterContinental Hotel in Bucharest, the young Concierge decides to reestablish the connections with UICH made in 1990 by our national sages and to give the legal status to Cheile de Aur - Les Clefs d`Or Romania.

November Zone Meeting in Budapest - meeting the Romanian`s greatest supporters and friends.

With Dan Gheorghiu our Honorary Member and Founder of the first Romanian Concierge Association.

Sept 2009 hosting for the first time in Romania - the Central European Zone Meeting.

May 2009 best ever Concierge trip & endurance team building

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Jan 2012 UICH Congress in London - the land- July 2012 presenting the PanEuropean Congress`s mark moment when the Romanian Association de- concept to our Central European Zone Meeting in cided to organize the First PanEuropean Congress. Germany.

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Nov 2012 during the First PanEuropean Congress Nov 2012 - First PanEuropean Congress - Interin Bucharest, President Virginia Casale is present- Continental Bucharest - the historical landmark ing the Honorary Diploma to Stefan Frank - Inter- moment of the Romania`s Clefs d`Or Association. continental Hotel General Manager, the host and our principal supporter.

Nov 2012 - Educational day during the First PanEuropean Congress - the first "Tee-shirt Congress".

Nov 2012 - visiting Dracula`s Palace in Transilvania during the First PanEuropean Congress.

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rUssIA rUSSiAN SECtiON b-DAY On 22nd of January we were celebrating our birthday. Today we are in the age of our sweet sixteen. We are still young and there are not a lot of us in our huge Russian section but we have big ambitions. As every sixteen year old kid :-) We are happy that today we have Moscow, St. Petersburg, Kiev, Baku, Sochi with us and we build our geography. We are growing with members and we want to wish to ourselves to move in one direction. Every concierge from our section feels very special today, Happy Birthday, Dear Russian Section! Vive Les Clefs d'Or! Andrey Korystov Chief Concierge, Hotel Metropol Moscow President of “Les Clefs d’Or”, Russia

EffOrtS tO mAKE tHiS WOrlD bEttEr If you remember our Les Clefs D'or section visited the orphanage in Christmas Eve. Besides the new year presents and handmade cookies, we were intended to continue on fulfill the sensor room in the orphanage that we started to work on last year. The money that was collected by the members gave a chance to buy few more useful things for the sensor room. After the long discussion of what is better to purchase, the order was placed and finally all the items arrived to orphanage... We want to thank our charity projects champion Artyom Osipov for all the efforts he made to arrange this and Tatiana Golova for support that finally made it all happen. And certainly it could not happen without sincere desire to help of members from following hotels and partners: Moscow: Radisson Royal Moscow, The Metropol, Hotel Baltschug Kempinski Moscow, Four Seasons, Ritz-Carlton Moscow, InterContinental Moscow Tverskaya, National, Marriott Noviy Arbat, Marriott Royal Aurora, Swissotel Krasnye Holmy Moscow, Pavel Nikolaev and Maria Nikolaeva, St. Petersburg: Astoria, Four Seasons

OUr lASt prOJECt We gladly inform you that the "Les Clefs d'Or Russia" became informational partners wonder SOUND UP russia music festival. SOUND UP - a series of unique concerts for people who are interested in new sounds and new ideas. Every month on the best stages of Moscow will perform Russian and foreign composers and performers, who make music, which is in the transfer zone between academic tradition and contemporary pop music, at the junction of sound acoustic and electronic experimentation. This music has yet to find the words - it belongs to the future, which can be heard now.

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lES ClEfS D’Or AWArD – ANDY pONgCO 2016 Please meet our nominee for the AP award 2016 Erkin Aliyev from Baku, Azerbaijan. We are very proud to have him in our section and wish him success in Dubai.

OUr gAStrONOmiC AND NOt qUitE SUrvEY Moscow Concierges visited a wonderful Georgian restaurant “Hachapuri”, and with their hospitality nearly felt themselves as if they were in Georgia that is what we call a cosy evening!

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We were taught to speak Georgian toasts, under which wine and chacha flowed freely, and the food was incredible that in a trice by eating it, we forget about the diet! Especially recommend lobiani Rachuli, crispy cake with tomatoes and peppers, khinkali, Ajarian cakes with lamb and peppers - it's very tasty, and most importantly, once again, sincerely!

We had a nice dinner at the Moscow restaurant "Chemodan" . Traditional restaurant with the Siberian cuisine, you exactly find in the menu dishes that you have never eaten before - elk, deer, bear and boar are among the many things to offer for the adventures diners. Big variety choice of the homemade vodka which was provided from the Siberian city Krasnoyarsk (erofeech, nastoika, nalivka). Thank you for the such warm atmosphere, we definitely come back.

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sIngAPorE Xavier Kok-Chef Concierge, The Ritz Carlton Millenia Singapore. "For the Best View In Singapore"

Syed musaddiq-President, Chef Concierge, InterContinental Hotel Singapore. "Only The Best Restaurant Booking"

Ali Alsagoff-Vice President, Guest Experience and Concierge Manager, Four Seasons Hotel Singapore. "You Booked a Limo?"

Ariffin-Chef Concierge, Holiday Inn Atrium. "Thirsty?"

mohd ibrahim-Chef Concierge, Royal Plaza On Scotts Hotel. “The Golden 80s”

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Welcome to Les Clefs d'Or, Thailand. The Land of Smile! As "Les Clefs d'Or" literally mean "Keys of Gold", and with that magic crossed key that display on our collar, we are able to open doors that no others can. Be our guest. We promise to make you satisfy in our guaranteed service. Bangkok is Asia's most vibrant city, a dazzling contrast in ancient and modern, packed with things to do, see, eat and buy. But the city is not only worth a visiting for its impressive old temples, Bangkok is also noted for its huge choices of out-of-beaten track attractions, dining and entertainment opportunities, and for shopping, in up-market luxury mall or bustling open-air markets and so on. Whenever come to Thailand, please visit us and let us know how we can delight you!

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tUrKEY In Turkey, where the city tourism and hotel invensments are in an increase especially in the last few years, Les Clefs d’Or Turkey has started 2016 with completing the official process of being an assosiation and electing the new Board of Directos. The first thing done is putting down the important strategies which are quite important for both Istanbul, the headquarters and the Les Clefs d’Or Turkey. With our world famous hospitality of Turks, in order to develop the abilities of Concierge, which is definitely a hospitality occupation, Les Clefs d’Or Turkey is taking any opportunity, especially in Human Resoures, whether personal or corporate evolution. Here are latest news from Les Clefs d’Or Turkey. NEW mANAgEmENt At WOrK! After completing the legal process, at the end of 2015, Les Clefs d’Or Turkey has elected the New President, Board of Directors and the administrative boards. Accordingly; Head Concierge of Swissotel the Bosphorus Adnan Oner is the President and board of directors is as follows; Alparslan Yıldız from The Grand Tarabya, Cengiz Gorkem from Çırağan Palace Kempinski, Ali Öner from Intercontinental İstanbul and Serkan Evcümenli fro Swissotel the Bosphorus. The most important project of new management will be being the candidate for hosting 65th UICH Congress (2018) in Istanbul, which will be announced in Dubai. i̇StANbUl iS AftEr 65tH CONgrESS! As the 15th anniversary is approaching, les Clefs d’Or Turkey has succedded in creating a synergy in such a short time with its young and dynamic profile of members, which is almost 50 at the moment. Especially during the last five years, Les Clefs d’Or Turkey has managed to have good relations with tourism enterprises and had incredible support from them. Within this aspect, members are coming together not only in montly meetings, but also in social gatherings which are organized at least twice a week. By giving importance to its corporate development, Les Clefs d’Or Turkey is walking towards its goals with a day by day increasing desire and pleasure in their Concierge work-lifestyle. Encouraged by this desire and the support of all members, the board of directors started to work on preliminary for international congress to be held in Istanbul in 2018. The committee, leaded by the board of directors, is busy with completing the presentation that will be presented in 63th UICH Congress in Dubai in April. tUrKEY’S CANDitAtE Of ANDY pONgCO AWArD 65th UICH Congress nomination will not be the only reason for Les Clefs d’Or Turkey to be excited about in Dubai. As one of young members of Four Seasons İstanbul at the Bosphorus Concierge team, Alida Reggio’s nomination for Andy Pongco Award and announcement of the winner will also be a great excitement for Les Clefs d’Or Turkey. As having a encouraging sight in increasing the women's presence in concierge occupation, Les Clefs d’Or Turkey is willing to give a support to UICH’s global vision with positive discrimination by the nomination of young and successful colleague, Alida Reggio. French-Italian originated Alida Reggio is 32 years old and working for nine years as a professional Concierge. NEW HOtElS – NEW CitiES “As we are getting new members from other cities, we now have a wider and stronger network through Turkey. At the begining it was only Istanbul and then Ankara - the capital of Turkey is added to our network. As the service quality increasing in the resorts and holiday destinations, we are moving forward and now we have members from Antalya, the Akra Barut Hotel, Regnum Hotel Antalya, and from Bodrum – The Mandarin Oriental recently added to our group. Also new hotels from Istanbul 10 Karakoy A Morgans Original & Sheraton Istanbul Atasehir.

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SigNAtUrE Of bArUt iN tHE HEArt Of CitY ... How about enjoying the pleasures of the Mediterranean? Putting its signature in to the heart of the city with its quality, vision, service concept and energy, Akra Barut hosts all your congregations and events with its outstanding infrastructure and traditional Barut Hotels' concept of quality while it offers its guests the pleasure of a resort hotel in the city centre. If you would like to taste a unique accommodation experience with an astonishing view of the Mediterranean and the Bey Mountains twined with history, the sea, sun, serenity and happiness then your path will definitely cross with Akra Barut! 10 KArAKOY A mOrgANS OrigiNAl The first and only boutique hotel in Turkey with Les Clefs d’Or Concierge, 10 Karakoy A Morgans Original, is also part of our group and keeps serving its guest with Les Clefs d’Or quality and understanding. The hotel is nominated as the Best Boutique hotel in Turkey by Skalite Istanbul 2016 and the Highly Recommended Classic / Heritage Hotel in Turkey by The International Hotel Awards’ 2016-2017 held in London.

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SHErAtON AtASEHir iStANbUl Ataşehir is an emerging residential and business center on the Asian side of Istanbul. The Sheraton Istanbul Atasehir Hotel is located in the heart of this modern suburban district, only 1 kilometer from the site of the Istanbul Finance Center development. Ulker Sports Arena is within walking distance. Several freeways and bridges are nearby, and the hotel is only 28 kilometers from Sabiha Gökçen International Airport (SAW). tUrKEY’S COUplE CONCiErgE The wedding of Raffles Istanbul Head Concierge Kaan Ozkan and Ece Akar from Park Hayatt Istanbul. The Head Concierge of Park Hyatt Mr. Koray Tufekci (on the right ) is against the Raffles Concierge team (on the left), but the winners do not change! Congratulations and we wish them a happy life with full of Concierge memories. bOrN tO bE A CONCiErgE – NEW bOrNS – NEW COmErS See our new members, we have many new Les Clefs d’Or Concierges added to our network in 2015. With their energy and enthusiasm we are after being an experienced but also a younger team. We are almost up to 50 with the new comers to the Les Clefs d’Or. Erhan Pekbilek from Polat Renaissance Istanbul on the right, Gokhan Aksu from Four Season Sultanahmet on the left. Ahmet Guvenc from The Marmara Taksim below left, Zeki Yusufoglu from Ciragan Palace Kempinski Istanbul in the middle and Isa Ahmetoğlu from W Istanbul on the right below.

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thAnK YoU to oUr sPonsors

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U.A.E. 5tH ANNUAl gENErAl mEEtiNg 2015

Above Honorary Member Mr. Radwan Al Jumaah

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MEMBErs AttAChED to lEs ClEfs D'or UAE

2016 bahrain Hotels Concierge group Elections February 14, 2016 Mary Tawadros PRO, Bahrain Concierge Group Bahrain may be a small island but that is what differentiates our Concierge family. Made up of members from the most elite hotels in the country, we are constantly supporting each other under the strong belief that “my guest today is your guest tomorrow, and vice versa”. Tuesday, February 9th, 2016 marked the elections for the 20162018 term for the Bahrain Hotels Concierge Group, under the UAE Les Clefs d’Or chapter. Hosted by the magnificent Sofitel Bahrain Zallaq Thalassa Sea & Spa, the new Executive Committee was elected. left to right: roderick Asahan - Chief Concierge (interCon bahrain) - firSt viCE prESiDENt of bahrain Hotels Concierge group Kamal Jayalath - Chief Concierge - interCon Dubai festival City - 3rd vice president les Clefs d’or UAE Chapter muzammil parkar - Chief Concierge (K Hotel bahrain) - SECrEtArY gENErAl of bahrain Hotels Concierge group Abel Sam - Chief Concierge - JW marriott marquis Dubai - president of les Clefs d’Or UAE Chapter Khalil Al Yaman - Chief Concierge (four Seasons bahrain) - prESiDENt of bahrain Hotels Concierge group mary tawadros - Chief Concierge (Sofitel bahrain) - pUbliC rElAtiONS OffiCEr of bahrain Hotels Concierge group mark Nadonza - Chief Concierge (ritz Carlton bahrain) - ASSiStANt SECrEtArY gENErAl of bahrain Hotels Concierge group mandar Naik - Chief Concierge - Assistant general Secretary of les Clefs d’or UAE Chapter We would like to congratulate our re-elected President, Khalil Al Yaman, Chief Concierge at the Four Seasons Bahrain, along with Roderick Asahan, now First Vice President, Chief Concierge at the InterContinental Regency Bahrain and Mark Nadonza, Chief Concierge at the Ritz Carlton Bahrain, Assistant Secretary General of the Bahrain Hotels Concierge Group. Newly appointed members of the executive committee are Muzammil Parkar, Chief Concierge at the K Hotel Bahrain as Secretary General, and Mary Tawadros, Assistant Chief Concierge at the Sofitel Bahrain Zallaq Thalassa Sea & Spa, as Public Relations Officer. Together with our growing members, we hope to accomplish even more throughout the next term. Firstly, in service through friendship, in promoting our hotels and Bahrain, and in creating memorable experiences for our guests. Our Bahrain Hotels Concierge Group members from the K Hotel, The Domain, Four Seasons Bahrain Bay, Sofitel Bahrain Zallaq Thalassa Sea & Spa, Ritz Carlton, InterContinental Regency, Al Areen Palace & Spa, Gulf Hotel, Westin and Meridien City Centre Hotel, Crowne Plaza, and Rotana Downtown.

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roderick Asahan: pinning Ceremony February 15, 2016 Mary Tawadros PRO, Bahrain Concierge Group The Bahrain Hotels Concierge Group and the Les Clefs d’Or UAE chapter are proud to present Bahrain’s second Les Clefs d’Or member. Roderick Asahan joined InterContinental Regency Bahrain on October 25th, 2005. Prior to that he was with the InterContinental in Doha, Qatar for three years. Roderick received his first Les Clefs in September of 2014. He has a passion for Concierge because he simply loves creating memorable experiences for others. To Roderick, his job is about presentation and results; all in order to bring a smile to his guests’ faces. He also loves a good challenge, which is naturally an every day occurrence for hoteliers! The pinning was conducted according to the tradition of the Les Clefs d’Or – by the President, Abey Sam, and Roderick’s General Area Manager, Mr. Jan Ifcic. Also joining to congratulate Roderick are Mr. Mohammed Mahmoud (Director of Rooms) and Mr. Mohammed Sanad (Hotel Manager).

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

BAhrAIn

MEMBErs AttAChED to lEs ClEfs D'or UAE

We asked Khalil Al Yaman, President of the Bahrain Concierge Group and Chief Concierge of the Four Seasons Hotel Bahrain what he felt about Roderick’s grand milestone: To be successful, the first thing to do is fall in love with your work – words of Sister Mary Lauretta. “This is simply what describes Roderick; sedulous, efficient, and committed. This is what our Bahrain Hotels Concierge Group members and myself had in mind when we elected him as our First Vice President.” Congratulations Mr. Asahan! Left to right: Kamal Jayalath - Chief Concierge - InterContinental Dubai Festival City - 3rd Vice President Les Clefs d’or UAE Chapter, Roderick Asahan – Chief Concierge – InterCon Bahrain, Mr. Jan Ifcic, InterContinentatal Regency Area General Manager Bahrain & Kuwait”

Left to right: Mohamed Mahmoud (DOM, InterCon Bahrain), Mary Tawadros (Asst. Chief Concierge Sofitel Bahrain), Muzammil Parkar (Chief Concierge K Hotel), Kamal Jayalath (Chief Concierge InterCon Dubai Festival City - 3rd Vice President Les Clefs d’or UAE Chapter), , Mr. Jan Ifcic, (InterCon Area General Manger), Roderick Asahan (Chief Concierge InterCon Bahrain), Abey Sam (Chief Concierge JW Marquis Dubai – President Les Clefs d’Or UAE Chapter), Mandar Naik (Chief Concierge - Assistant General Secretary Les Clefs d’or UAE Chapter), Khalil Al Yaman (Chief Concierge Four Seasons Bahrain), Mr. Mohammed Sanad (InterCon Bahrain Hotel Manager)

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LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

UsA Sometimes, it’s the simple things in life that make the greatest impact. Les Clefs d’Or USA is proud to make thousands of Golden Moments possible everyday. Here are just a few examples of our members making Golden Moments happen from coast to coast!!! One evening, Mark Peterson (on the left) from the Montage Beverly Hills, was speaking with a guest on the phone about an issue in their room in one ear and in the other he was coordinating with his engineering department to assist the guest on the radio at the same time. This issue was resolved more quickly due to Mark’s quick thinking and phone juggling! In the photo on the right, Ryan Lettier, from the Vintage Plaza Hotel in Portland, Oregon, is pictured with seven bottles of Oregon Pinot and a New York Times article. He was flipping through the New York Times Food section and noticed an article featuring 10 Oregon Pinots. Ryan says, “When our hotel went under renovation it was my project to partner with 117 Willamette Valley wineries.” He facilitated a partnership with seven of the ten wineries mentioned in the article. He quickly alerted his PR team (who had no idea the article was published). That picture of the wines and Ryan went out on social media sites. “Being Portland's wine themed hotel, I am surrounded and educated by wine makers, distributors and folks in the wine industry. I have visited the Willamette Valley on numerous occasions to better educate the hotel staff and hotel guests.” As they say, it’s a hard job but someone’s got to do it!

Pictured on the left, is Nancy DuBois from the Lodge at Cavallo Point, in Sausalito, California. Nancy says, “I have created the Eco Luxe Pups Program here at Cavallo Point, where dogs come to stay, play, eat treats and be pampered by myself, and my two house mascots; King Cooper and Queen Quilo. They are both purebred dogs and do meet-and-greets with me for a lot of our guests, curbside. Our furry guests can have a play session with Cooper & Quilo on our parade ground. This is just one of my responsibilities here at Cavallo Point. However, it has become a very popular amenity for our guests who have dogs. On any given holiday, I would say 75% of our guests are with their dogs of all shapes and sizes.” Dogs are a popular topic, here is photo of Mark Chambers sitting in the lobby of his hotel, the Fairmont Pittsburgh, as he sews Eddie’s favorite toy, so it’s stuffing doesn’t fall out. Throwing it out was not an option and now Eddie is back with her buddy.

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Here, Adhara Mereles, from the Fairmont Grand Del Mar, in San Diego, California, shows one of over 2000 pieces of artwork and furniture that fill her hotel. Adhara offers tours of her property so guests can learn more about the art and architecture of the hotel.

During Mardi Gras, Melissa Comardelle, from the Loews New Orleans Hotel, had a great quest request for King Cakes. So what did she do? She hopped in her car and ran to get them, snapping this photo on her way back to the hotel. What a great Golden Moment!

LES CLEFS D’OR ACTUALITÉ INTERNATIONALE

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Paola Peschiera and Robbin Quevedo are in action at Miami’s St. Regis Bal Harbour, working both phones to assist guests with their Golden Moments. Jay Baldridge stands in the “Cathedral” at the newly opened Faena Hotel in Miami Beach, Florida. Here, he is going over some instructions on an iPad, with one of his Porters, as they prepare to make Golden Moments possible for their guests arriving that day.

On a busy Sunday, Nathan Goff, from the Boston Harbor Hotel, stepped away from his desk to show function space for a potential future bride who was just walking by the hotel. Here, Nathan is giving a history lesson on the Custom House, pictured in the background, which was Boston’s first skyscraper.

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