Hong Kong 16 August 2011 – With crossed gold keys on their lapels, the Concierge staff at Mandarin Oriental, San Francisco are all certified members of Les Clefs d’Or, USA, a distinction held by only a few hotels in the world. Membership in this prestigious organization guarantees hotel guests assistance from a seasoned professional, dedicated to meeting the guest’s every need.

Whether standing in line for hours to purchase the latest iPad, loaning a pair of shoes for an important business meeting, obtaining bona fide water from the Pacific Ocean for a guest to bring home, no request is too large. “When we say that we’re here to serve,” says Charisse Fazzari, chef concierge, “we deliver.”

The six-member concierge staff is stationed behind the hotel lobby’s front desk, adjacent to the bustling front door, immediately accessible to guests. At least three are on duty throughout the day, with Concierge service available a full 24 hours. Charisse estimates they assist approximately 250-300 guests each day, with 100+ restaurant recommendations and a comparable number of recommendations to the City’s popular attractions.

“International guests are most interested in the sights of the City and visiting Alcatraz,” says Charisse, “while we find Americans require assistance with difficult dining reservations, theater tickets and enjoying the Wine Country.” The most challenging requests are the team’s favorite. These include exclusive dining reservations, exotic cars, chartering yachts, planes and helicopters.

Les Clefs d’Or membership is granted after verbal and written exams, letters of recommendation and requires support of hotel management. “We are extremely fortunate to have full support from our General Manager, Cliff Atkinson. This encourages and inspires us to go above and beyond as a standard,” said Charisse. While the organization requires five consecutive years of service in a hotel lobby, the hotel’s Concierge staff averages 20 years of service per person in luxury hospitality. Charisse has been the Chef Concierge at Mandarin Oriental for 14 years.

“Over the decades, the biggest change in how we serve our guest is the introduction of the Internet, says Charisse. “Now we can assist our guests more quickly and broadly for even the most discerning traveler with high expectations.”

The hotel’s Concierge staff assists guests both in San Francisco and around the world. An example of this was a Saudi prince and his entourage wanting private access to Disneyland. “We often rely on colleagues from Les Clefs d’Or members globally to assist in exceeding our client’s expectations,” said Charisse.  “This is particularly true with members at other Mandarin Oriental properties as many of our guests are loyal to our brand.”

Les Clefs d’Or can trace its roots back to feudal times. The comte des cierges, or keeper of the candles, needed to know where all the functions in the palace would take place; as they were in charge of maintaining the candles for each event. Over time, the comte des cierges became the person in charge of catering to every whim and desire of a palace’s visiting nobility.

In the Middle Ages, the concierges were the “keepers of the keys” at noted government buildings and castles. There is even a famous prison in Paris named The Conciergerie in honor of the warden who kept the keys and assigned cells to the inmates.

Today’s Les Clefs d’Or was formed in Europe in the early 20th century with the dramatic growth of international travel.

About Mandarin Oriental, San Francisco
Located in the heart of the city, the 158-room Mandarin Oriental, San Francisco offers panoramic views of the city and bay from the top 11 floors of San Francisco’s third tallest building, 345 California Center.  Consistently ranked among the world’s top hotels by leading authorities, Mandarin Oriental, San Francisco is featured in the Travel + Leisure World’s Best Hotels Awards 2011, the Conde Nast Traveler Gold List 2011, and Institutional Investor’s World’s Best Hotels 2010. Silks Restaurant has also earned a 2011 Wine Spectator Award of Excellence and garnered top marks in the 2011 Zagat Survey.