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“No two days are the same in this role. Just when you think you have seen it all, something new happens.”
Do you know what a great concierge does? David Patt celebrated his 17th year of service at InterContinental Sydney this year and is a three time winner of the Tourism Accommodation Australia awards for Concierge of the Year.
What he doesn't know about being a great concierge, isn't worth knowing!
Where do you work and what do you do?
I am the Chief Concierge at InterContinental® Sydney. I look after a team of 25 people and it is my responsibility to make sure that we all deliver a personalised, memorable, engaging and warm experience to our guests.
When did you start? Tell us about the journey to your current role.
I started work in the hotel industry in 1998. I had just moved to Sydney from a small, provincial town with the goal of joining the police force. In the meantime, I was looking for a job. By chance, I bumped into an old family friend who was working at InterContinental Sydney. He offered me a job…the rest is history!
I have since progressed through the hotel in various roles - Porter, Doorman, Bell Captain - and I have also worked in the Guest Relations and Reception teams. I then became Assistant Chief Concierge, where I stayed for 3 years. I have been Chief Concierge for the last 7 years and have recently become a member of Les Clef’s d’Or (national organisation of hotel lobby concierges). I have honestly loved every moment, and my journey has given me a great understanding of hotel operations.
What’s your favourite thing about your job?
There are lots of things that I like about my role and I genuinely enjoy coming to work every day. I enjoy meeting guests, listening to them and sharing stories. When it comes to my colleagues, I have built many friendships over the years; it’s like coming home to a loving family. I also like the variety. Just when you think you have seen it all, something new happens. Working here really brings out the best in me.
David Patt, Chief Concierge - InterContinental® Sydney
What does a great concierge do?
For me, a great Concierge is able to truly understand people, empathise, show respect, keep promises, remember everything and be very organised!
It’s a varied role, what things do you do that people may not know about?
People often don’t realise that as well as fulfilling the duties of a Chief Concierge, I am busy developing, coaching and training a team of 25 people. I often get asked to speak at corporate meetings too. For example, I recently presented at a Hyundai Australia conference on the topic of customer service.
You’ve won 3 consecutive Tourism Accommodation Australia awards and have been inducted into the concierge hall of fame, congratulations! What is the secret to success?
I believe that the secret to success is to take care of the people that matter most. I always prioritise the needs of my colleagues and treat them with respect.
What are your career goals for the future?
I love working here, and my ultimate ambition is to become General Manager. In the immediate future though I would love to become Front Office Manager or Hotel Manager.
What career tips would you give a young concierge just starting out?
Be genuinely friendly and respectful of others. Work hard, be organised and the world is your oyster.
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