Holly Stiel is the founder of Thank You Very Much, Inc and the
author of the new book The Art and Science of the Hotel Concierge.
She is also the author of Neon Signs of Service and one of the top motivational
concierge trainers in the world. Her famous training events are powerful,
effective, and applicable not just to the hospitality industry but to any
business that has a service component.
The Professional Concierge
One of the ways I’ve expressed my commitment to hotel concierge training
and concierge education was to update my textbook on the concierge profession.
This commitment was reinforced in a deep and meaningful way during the
58th International Congress of Les Clefs d’Or held in Toronto, April 2011,
where I was privileged to launch my new book The Art and Science of the Hotel Concierge.
As I looked out over the crowd, I was struck by the fact that the room was
filled with young, fresh, passionate concierges representing countries
around the world. It was very exciting to me, as I realized that Marjorie
Silverman’s prediction expressed in the forward of my book was already
coming true:
“Holly has inspired a generation of concierges, and her new
book will instruct future generations. Her artful portrayals of
service issues and opportunities have shaped the profession of
concierge and how it is perceived.”
I was still in my twenties when I attended my first Les Clefs d’Or
Congress in Vienna in 1978. At that time, the room was populated
with hundreds of distinguished looking grey-haired men from
Western Europe. Today, 33 years later, I am happy to say the ideas
in this book will inspire young concierges—men and women alike—
in Romania, Poland, Qatar, Dubai, India, New Zealand, Australia,
Israel, Brazil, Chile, and Argentina, as well as in Europe and North America.
I could not be happier with the outcome and know you will enjoy learning
more about this unique, esoteric and noble profession!
“Holly Stiel is “The Chronicler” of the World of Concierges in the
same way that J.K. Rowling has been our guide to “Hogwarts” and
“The World of Wizards” and I dare say that learning The Art and Science of the Hotel Concierge from Holly is no less magical and wondrous.”
Marjorie Silverman, President d’Honneur
Union Internationale des Concierges d’Hotels, “Les Clefs d’Or”
“In every profession, having the right tools are the “keys” to ones
success and this book is the perfect tool for the concierge in today’s
marketplace as well as any department wishing to excel in their
service delivery. Each page engages and prepares the individual with
tangible methods of enhancing the customer’s experience. To Holly we
can only say, ‘THANK YOU VERY MUCH’ for being attuned to the needs
of the industry and making a difference.”
Maurice Dancer
Chef Concierge,The Pierre, A Taj Hotel
President, Les Clefs d’Or USA, 2007 – 2009
Zone Director, UICH – Les Clefs d’Or
Zone Director of the Americas, 2009 – 2011
Holly Stiel, founder of Thank You Very Much, Inc at book signing for her new book The Art and Science of the Hotel Concierge
“I have read many books on Customer Service and Holly Stiel’s work is the best I have come across on putting it in to practice. It can be applied to any service role in any industry. We worked with Holly and her team to inspire our own Concierge & Travel consultants in 10 countries across the world and we were delighted with the results.”
Ivan Mainprize
Vice President, American Express
