While the concierge position has been around for many years, it was scarcely known in America until the 1970s. The word concierge derives from the Latin word conservus, or fellow slave, meaning the “keeper of the keys” or “keeper of the candles.” Over the centuries the title has changed, but the meaning has remained the same. The international organization for professional hotel concierges is called “Les Clefs d’Or,” translated literally as “golden keys.”

The world knew about service long before hotels were born. Over the centuries, concierges were the “keeper of the keys” in noted government buildings and castles. In Paris, there is even a famous prison named the Conciergerie in honor of the warden who kept the keys and assigned cells to the inmates.

In the Middle Ages, concierges were appointed to castles and manors to accommodate the invited guests of their kings, noblemen and high-ranking society. It was customary to make the Lord’s guest(s) feel welcomed in the castle. The concierge was entrusted with the keys of the castle in order to assure that late-night visitors were treated with supreme hospitality. The concierge was charged with accommodating every detail and request made by the visitor, no matter at what hour, no matter the nature of the request. By lavishing such attention on the guests, the master of the house appeared a gracious and superior host. The concierge services offered in Europe’s hotels today are a continuation of this Middle Age philosophy.

The Los Angeles Concierge Association (LACA) was formed in 1977, hosting its first meeting at the famous Biltmore Hotel in downtown Los Angeles, the same place the first Oscars were given out. There was only a handful of local concierges in the area at that time, but immediately, this group recognized the benefits of networking to serve their hotel guests more efficiently.

In time, concierges from other counties joined in and the numbers enthusiastically exploded. Little did we know that we were helping to make hospitality history in America.

At present, there are now four such concierge associations in California: Northern California, San Diego, Orange County, and Los Angeles.

Robert Duncan, one of LACA’s founders, recalls the Newport Beach Convention & Visitors Bureau asking him to be a guest speaker to explain the importance of the concierge to the hotel industry. His audience consisted of travel agents, sales directors, public relations officers, etc. In those days, a concierge was defined as French for “cashier.”

When “For Love or Money” (the Michael J. Fox movie) was released, Michael visited Robert for a hands-on, insider’s look at the role of the concierge. The movie originally intended to use the word Concierge in the title, but it was changed for fear that movie-goers would not recognize the term nor be able to pronounce it.

The beginning of the 20th century saw a boom in international tourism, due in large part to the increasing popularity of rail and steamship travel. All the grand hotels of Switzerland employed “Hall Porters, or “Concierges,” to do everything, from greeting guests at the station in horse-drawn carriages to assisting them with every detail of their stay. Many of these Swiss concierges relocated to other cities throughout Europe as a means to stay at the constant disposal of their traveling clientele.

In October 1929, three concierges met in Paris to exchange ideas about service. They found that they could more effectively enhance guest services by networking together. As a result, many other European countries formed national concierge societies.

By the end of World War II, concierges all over Europe created a chain of mutual assistance in friendship to help smooth the journeys of their clients traveling in post-war Europe. On April 25, 1952, delegates from several European nations met in Cannes to hold the first ever convention, or “Congress.” It was at this historic meeting that L’Union Europeene des Portieres des Grand Hotels (UEPGH) was formed.

In 1970, Israel was accepted as a member country, signifying that not just Europe but other continents around the globe were joining forces. The USA joined the UEPGH family on November 21, 1978.

The UEPGH acronym has now changed to UICH, or Union Internationale des Concierges d’Hotels “Les Clefs d’Or.” Today, the golden keys are the brand image of professionalism. If you look closely, you will see the members of this prestigious organization bearing the symbol of two crossed golden keys on each lapel of their uniform.

Much can be said about the concierge profession. After all these years, we still act as host, liaison, business partner, and friend to royalty, dignitaries, and business and leisure travelers. Concierges can be found in most every three-, four-, and five-star hotel in the USA, and the concept is growing in the corporate world, as well. Today, many high-rise buildings, real estate offices, upscale department stores, apartment complexes, airlines, and even hospitals employ concierges.

We have come a long way since the days of our humble beginnings, thanks to those concierge pioneers who persevered in their quest to draw attention to the importance of the profession in America. Indeed, concierges have elevated the hotel industry to new heights of service.