At Your Service

The job of a concierge is to save people time, to give them recommendations, to establish a relationship that makes their visits more memorable. People want, and expect, more services today than they did five or 10 years ago. They've traveled and had access to what a concierge can provide for them. They like to be pampered.

I've been concierge at the Third Street South kiosk in Naples for the past six years. Before that, I worked at the Ritz-Carlton, Naples, for two years, and before that for the chamber of commerce. When I get up in the morning, I can't wait to get here. I like helping people. You meet people from all over the world.

This is the only concierge in the country not affiliated with a hotel. We provide people with information about Naples; we give them maps, brochures and magazines. In the wintertime, we get 150 to 200 inquiries a day.

The most frequently asked question is, "Can you recommend a good restaurant?" The answer is different for everyone-it depends on who they are and what they're looking for. Then people will ask about shopping-where they can find a certain brand of shoe, for instance-or what attractions Naples has besides the pier.

When I travel, I like to go where the natives are. Many people do. I try to recommend out-of-the-way places here, if that's what people want, rather than just the obvious things. But I always tailor the recommendations to who the visitors are.

As a concierge, you have to be able to answer questions about anything. I've had people ask what kind of business they should start in Naples, who's a good dentist, where they can find a reliable babysitter. We had a designer here from New York once, and he didn't have any means of transportation, so I tried to accommodate him by calling a taxi or a limousine. But he wanted a bicycle. He wanted to bicycle with his wife and he wanted the bicycles delivered to their hotel, which was the Inn on Fifth. So I called the different bicycle stores and one said, "We'd like to know how tall they are and what type of bikes they'd like before we deliver them." I was able to put them together, and he was very happy about that.

One man said he was getting engaged that night and wanted to know where to take his girlfriend to propose. We talked for a while and I recommended a restaurant and they went there and became engaged. Afterward, he came back and said, "I want to thank you." That's one of the best parts of this job-the "thank you."

One couple celebrating their anniversary was taking the Naples carriage ride. I said, "Oh, you need a bottle of champagne." So they gave me some money and I went to the 7-Eleven and bought them a bottle of champagne and they were very happy.

If someone asks me where the plaza is, I won't just point it out to them, I'll walk them down there. It makes a difference, to actually participate in helping them find what they're looking for, and gives them a good feeling about the city. If I'm able to make someone's stay more enjoyable, I feel content. I try to answer every question I'm asked. I never want people to go away thinking they've asked something I couldn't answer.

Sometimes you deal with unexpected situations. One evening, it was pouring rain out here and a lady dropped her keys down the drain and had no way to open her car. I called AAA and waited with her until they came and retrieved her keys. This was after hours, when we were supposed to be closed. But I waited to make sure she got home OK.

I've had many jobs-I've been a secretary; I've run a business with my husband; I've worked in offices, galleries and shops. But this is the best job I could have. I never have a bad day here.

It isn't hard for me to sell people on Naples. I love the quality of life here. I love the weather, the arts, the pace, the beautiful flowers. It gives you a little feeling of Europe in places. I like to garden; I raise 10 or 15 orchids. I like that everything looks so clean, and that the people are so friendly. I notice when I go up North that things look dull and dreary, and people are all in a hurry.

Traffic is probably the main complaint we get. And the transportation system. You really have to have a car here. Sometimes people will complain about the traffic and I'll offer them a different way to get back. Some people think [U.S.] 41 is the only way to travel, so I'll give them a map and show them an alternative route.

We belong to the Southwest Florida Concierge and Guest Services Association. We meet once a month. There are more concierges here in Naples now than there were six years ago, and there will continue to be more.

Some of the condominiums have concierges prepare the condos before visitors come down-buying them groceries, stocking it with whatever they request. People want to just come in, unpack and enjoy. They don't want to worry about going out shopping.

People expect more these days. And they're entitled to it.