Philip Kaufman, Concierge
Manchester Grand Hyatt
CONCIERGE INSIDER (CI): How do you think working for such a large property affects your job as a concierge?
Kaufman: Even though it’s the largest hotel, I can still take care of each guest individually to make the hotel feel smaller. I can go the extra mile with the way I speak, acknowledge guests and care. I know I can give them the best service, so I try to spend a little extra time with each guest. Of course, I can usually tell which ones are in a real hurry to get out the door, but if they aren’t, I think they appreciate the special attention I can provide after waiting in line or after a hectic day of travel. As a team, we have every resource at our disposal to make a guest’s day, so I use the internet, neighboring concierges and the San Diego Concierge Association to accomplish what I need to.
CI: Why is the Manchester Grand Hyatt the place for you?
Kaufman: I really believe we’re a premium property and that all the people who work at the Manchester Grand Hyatt run a well-oiled machine that makes the hospitality industry what it is. We all come together for the same goal of creating a great guest experience. I love work. Even after only two days, I’m ready to go back! Our concierge team is so close. We’ve all been here at least five years, so the teamwork and rapport is so wonderful. I also really love the people in all the different departments. They bring a lot of joy to me because they’re part of the experience. With 1,100 employees at the hotel, I have made so many great friends of all ages. If someone invites me somewhere, I feel so special that they even asked, I always try to go if I can. Years ago, age difference may have been more noticeable, but lately I’ve seen that it doesn’t matter. A friend is a friend no matter what. I’m also incredibly fortunate to have a great relationship with Hyatt. This past year, I was actually the Manchester Grand Hyatt’s employee of the year, and won a wonderful trip to Argentina.
CI: With more than a decade at this hotel, what changes in the industry have you seen?
Kaufman: The guest knows so much information prior to coming in. Their research is so incredible and sometimes they try to challenge you. I just like to say “I’ll take care of that for you.” So while the guests have changed, I can’t stress enough that we are here to help and make things easier for them. I want them to relax and put down the smartphone. Just because they have a smartphone doesn’t mean they have to use it for everything. Part of the greatness of traveling is interacting with people.
CI: What’s something unique about you that people might not know?
Kaufman: I’m a twin! I have a fraternal twin, but really the only traceable similarity between us is eye color. I actually carry a piece of paper from 1962 where-ever I go. It’s a little news article about my class that had three sets of twins and the teacher was a twin. It made the local news, so I keep it with me all the time. It’s like a little piece of history in my wallet. You know, it’s funny, with the twin thing, Cathy Gomez, our chef concierge, and I have been working together so long she’ll finish the story for me if she hears me telling it. It happens all the time actually.
CI: How do you continue to grow as a concierge?
Kaufman: I learn from the guests as much as they learn from me. With each new request I have the opportunity to learn things I never would have looked up with out that guest asking for it. Sometimes it seems as if we’re entertaining the guests, but really they enertain us. Let’s put them in the spotlight, they come up with some of the zingers! It’s so rewarding when guests take the time to recognize you, or write a letter to corporate. When I see things like that it just makes me want to go the extra mile even more. I always say I just need a little “please and thank you” and I can do this all day. I was taught early in my career that there’s hardly ever a reason to say no. So I always try to say yes. Of course there are exceptions, but for the most part, I will make it happen. I can’t do much about the weather, but anything else.
