The Golden Keys: Inside the High-Stakes World of the Luxury Concierge
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The Golden Keys: Inside the High-Stakes World of the Luxury Concierge

By JOHN SCOTT LEWINSKI
Tue, Nov 29, 2022 8:21amGrey Clock 4 min

Corrado Bogni had less than 24 hours to get the diamond to Hong Kong. He would give up his Christmas Eve to accomplish the mission if need be. Still, could he find a last-minute flight out of London during one of the busiest travel times of the year?

It was 2006. A desperate hotel guest who frequented the five-star Connaught hotel in Mayfair trusted Bogni more than anyone else in the U.K. capital, because it is the pledge of the luxury hotel concierge to accomplish anything necessary, whenever necessary—no questions asked.

Welcome to the high-stakes world of concierges in the world’s leading luxury hotels.

“There really are only two rules to serving as a concierge,” Bogni says, recalling his journey to China and back. “We cannot get you drugs or ‘companionship.’ Other than that, we’re paid to get anything done without the guest having to worry about how we do it.”

The familiar Connaught guest would be working out of Hong Kong for the holidays and wanted to get a special cut of a glittering yuletide gift to his beloved in the Far East before Christmas Eve. The diamond needed to be picked up in Belgium and transported to the Connaught in Hong Kong, so the guest could present it under the Mistletoe faster than Santa could drop it down a chimney.

Bogni explains he took it as an honour that the generous client would entrust him with such a valuable trinket. “He was a well-known guest who asked for help,” Bogni says. “My approach as a high-level concierge is always to say ‘yes’ to a request and then find a way to make it happen via my personal endeavours and with the help of many fellow concierge colleagues around the world.”

Bogni, who has since taken a job at the luxury golf community Les Bordes in France, insists his peers rely on each other with growing frequency in the post-pandemic world. According to Andrew Sturge, head concierge at the London boutique hotel Flemings, Covid-19’s aftermath means supply shortages, business closures, transportation problems, and other snags that often hinder a concierge in sourcing whatever he or she needs.

“We (concierges) began relying on each other for ideas on how and where to source anything we need,” he says from the Flemings’ front desk. “We formed a new, unofficial network of support with our cell phones almost becoming walkie-talkies texting and calling back and forth. All that matters is getting what our guests need as quickly as possible.”

‘Clef d’Or’

Like all of his peers sending their requests across the new network, Sturge wears the Golden Keys, or Les Clef d’Or, on his lapel. Anyone who wears the pin has completed a five-year stint as a concierge before undergoing an application and approval process lasting about five months, according to fellow member Simon Thomas of the elite Lanesborough Hotel near Hyde Park.

With his own Golden Keys on display, Thomas and his Lanesborough colleagues confront a sea of requests on a daily basis. “One of our regular guests was a roller skate champion in the U.S. who wanted to have a space to practice,” Thomas says. “We created a huge roller skate rink in our ballroom.”

Thomas also cites “Parrot Gate”—the quest to acquire an African Grey parrot for a birthday present in less than 24 hours, complete with lessons on how to care and train the bird for the surprised recipient.

Giuseppe Pesenti, head concierge at Badrutt’s Palace high atop St. Moritz confirmed that the developing concierge network spread over all of Europe, with professionals turning away from rivalry and toward cooperation.

“We have a very close relationship with all the Golden Keys members as we are all very good friends,” Pesenti says. “Of course, we are in a competition, but it is friendly competition with respect and gratitude.”

Pesenti tells a story of a family hoping to organise a boat excursion to Italy’s Lake Como and a small restaurant on Comacina Island (about 60 miles from Badrutt’s Palace).

“Unfortunately the restaurant had been closed for two years and then looked abandoned,” Pesenti explains. “My colleague Augusto and I are originally from Lake Como. Since we wanted to surprise the guests, we arranged to clean the terrace outside of the restaurant and sent a driver from St. Moritz with food and a waiter. Once the boat captain approached the island to find the restaurant ‘open,’ our guests called right away to express their happiness.”

‘The Shirt off My Back’

Away from the resources of cities and luxury enclaves, David Rutherford serves as concierge and as a sort of “guest needs ombudsman” at Dundonald Links in Ayrshire, in western Scotland. He says golf guests come to him in desperation when airlines lose their gear and transportation fails them.

“I have very literally given guests the shirt off my back and the shoes off my feet,” Rutherford says. “I’ve let them use my golf clubs to play their rounds and my car to get them back and forth between courses.”

Rutherford insists those in need don’t come to him with a sense of entitlement or impatience. They’re people with problems in a region where resources are limited.

“My job is to get them what they need when they need it so they can enjoy themselves as much as possible,” he says.

Back in France, Bogni remembers London flights were booked solid as the hours until Christmas Eve ticked away with the diamond still in his care. Making matters worse was the heaviest December fog the U.K. had seen in years.

“I travelled by road from London City Airport to Antwerp to pick up the diamond—then back the same evening to catch one of only two flights that left that day out of Heathrow due to fog,” Bogni recalls. “I flew to Hong Kong, and a driver took me on arrival from the airport to the Mandarin Oriental Hotel.”

Bogni delivered the diamond to his guest, visiting for not more than ten minutes, and returned to the Hong Kong airport to board the very same aircraft that brought him to China.

“I left on the 22nd of December, and I returned to London on the 23rd,” Bogni says. “After all, I had concierge duties at a major hotel in central London waiting for me.”



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The Uglification of Everything

Artistic culture has taken a repulsive turn. It speaks of a society that hates itself, and hates life.

By Peggy Noonan
Fri, Apr 26, 2024 5 min

I wish to protest the current ugliness. I see it as a continuing trend, “the uglification of everything.” It is coming out of our culture with picked-up speed, and from many media silos, and I don’t like it.

You remember the 1999 movie “The Talented Mr. Ripley,” from the Patricia Highsmith novel. It was fabulous—mysteries, murders, a sociopath scheming his way among high-class expats on the Italian Riviera. The laid-back glamour of Jude Law, the Grace Kelly-ness of Gwyneth Paltrow, who looks like a Vogue magazine cover decided to take a stroll through the streets of 1950s Venice, the truly brilliant acting of Matt Damon, who is so well-liked by audiences I’m not sure we notice anymore what a great actor he is. The director, Anthony Minghella, deliberately showed you pretty shiny things while taking you on a journey to a heart of darkness.

There’s a new version, a streaming series from Netflix, called “Ripley.” I turned to it eagerly and watched with puzzlement. It is unrelievedly ugly. Grimy, gloomy, grim. Tom Ripley is now charmless, a pale and watchful slug slithering through ancient rooms. He isn’t bright, eager, endearing, only predatory. No one would want to know him! Which makes the story make no sense. Again, Ripley is a sociopath, but few could tell because he seemed so sweet and easy. In the original movie, Philip Seymour Hoffman has an unforgettable turn as a jazz-loving, prep-schooled, in-crowd snob. In this version that character is mirthless, genderless, hidden. No one would want to know him either. Marge, the Paltrow role in the movie, is ponderous and plain, like a lost 1970s hippie, which undercuts a small part of the tragedy: Why is the lovely woman so in love with a careless idler who loves no one?

The ugliness seemed a deliberate artistic decision, as did the air of constant menace, as if we all know life is never nice.

I go to the No. 1 program on Netflix this week, “Baby Reindeer.” People speak highly of it. It’s about a stalker and is based on a true story, but she’s stalking a comic so this might be fun. Oh dear, no. It is again unrelievedly bleak. Life is low, plain and homely. No one is ever nice or kind; all human conversation is opaque and halting; work colleagues are cruel and loud. Everyone is emotionally incapable and dumb. No one laughs except for the morbidly obese stalker, who cackles madly. The only attractive person is the transgender girlfriend, who has a pretty smile and smiles a lot, but cries a lot too and is vengeful.

Good drama always makes you think. I thought: Do I want to continue living?

I go to the Daily Mail website, once my guilty pleasure. High jinks of the rich and famous, randy royals, fast cars and movie stars, models and rock stars caught in the drug bust. It was great! But it seems to have taken a turn and is more about crime, grime, human sadness and degradation—child abuse, mothers drowning their babies, “Man murders family, self.” It is less a portal into life’s mindless, undeserved beauty, than a testimony to its horrors.

I go to the new “Cabaret.” Who doesn’t love “Cabaret”? It is dark, witty, painful, glamorous. The music and lyrics have stood the test of time. The story’s backdrop: The soft decadence of Weimar is being replaced by the hard decadence of Nazism.

It is Kander and Ebb’s masterpiece, revived again and again. And this revival is hideous. It is ugly, bizarre, inartistic, fundamentally stupid. Also obscene but in a purposeless way, without meaning.

I had the distinct feeling the producers take their audience to be distracted dopamine addicts with fractured attention spans and no ability to follow a story. They also seemed to have no faith in the story itself, so they went with endless pyrotechnics. This is “Cabaret” for the empty-headed. Everyone screams. The songs are slowed, because you might need a moment to take it in. Almost everyone on stage is weirdly hunched, like a gargoyle, everyone overacts, and all of it is without art.

On the way in, staffers put stickers on the cameras of your phone, “to protect our intellectual property,” as one said.

It isn’t an easy job to make the widely admired Eddie Redmayne unappealing, but by God they did it. As he’s a producer I guess he did it, too. He takes the stage as the Emcee in a purple leather skirt with a small green cone on his head and appears further on as a clown with a machine gun and a weird goth devil. It is all so childish, so plonkingly empty.

Here is something sad about modern artists: They are held back by a lack of limits.

Bob Fosse, the director of the classic 1972 movie version, got to push against society’s limits and Broadway’s and Hollywood’s prohibitions. He pushed hard against what was pushing him, which caused friction; in the heat of that came art. Directors and writers now have nothing to push against because there are no rules or cultural prohibitions, so there’s no friction, everything is left cold, and the art turns in on itself and becomes merely weird.

Fosse famously loved women. No one loves women in this show. When we meet Sally Bowles, in the kind of dress a little girl might put on a doll, with heavy leather boots and harsh, garish makeup, the character doesn’t flirt, doesn’t seduce or charm. She barks and screams, angrily.

Really it is harrowing. At one point Mr. Redmayne dances with a toilet plunger, and a loaf of Italian bread is inserted and removed from his anal cavity. I mentioned this to my friend, who asked if I saw the dancer in the corner masturbating with a copy of what appeared to be “Mein Kampf.”

That’s what I call intellectual property!

In previous iterations the Kit Kat Club was a hypocrisy-free zone, a place of no boundaries, until the bad guys came and it wasn’t. I’m sure the director and producers met in the planning stage and used words like “breakthrough” and “a ‘Cabaret’ for today,” and “we don’t hide the coming cruelty.” But they do hide it by making everything, beginning to end, lifeless and grotesque. No innocence is traduced because no innocence exists.

How could a show be so frantic and outlandish and still be so tedious? It’s almost an achievement.

And for all that there is something smug about it, as if they’re looking down from some great, unearned height.

I left thinking, as I often do now on seeing something made ugly: This is what purgatory is going to be like. And then, no, this is what hell is going to be like—the cackling stalker, the pale sociopath, Eddie Redmayne dancing with a plunger.

Why does it all bother me?

Because even though it isn’t new, uglification is rising and spreading as an artistic attitude, and it can’t be good for us. Because it speaks of self-hatred, and a society that hates itself, and hates life, won’t last. Because it gives those who are young nothing to love and feel soft about. Because we need beauty to keep our morale up.

Because life isn’t merde, in spite of what our entertainment geniuses say.

 

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