How I Became the First Concierge in America and Created a Whole New Profession

Thomas Wolfe, Chef Concierge & Director of Heritage, Fairmont San Francisco

In 1967, having worked for a couple of years in some very fine hotels, notably The Pierre (or as it was then known, “Hotel Pierre”), I set out for London. Setting sail on the original RMS Queen Elizabeth, I was so far down in the ship’s belly that I was below the waterline! My only failing was I didn’t play bridge! I knew how to converse with young and old passengers, and Cunard had even thoughtfully provided a young person’s nightclub aft of the promenade deck. Of course, I made friends; our crossing was livened up by a United States Senator making the crossing, as well as His Imperial Majesty Haile Selassie I. My destination was London, where I worked at the reception of the venerable Ritz Hotel. This amazing establishment was like a treasure preserved in amber. Bathtubs that could seat a card party, gorgeous rotunda lobby, with mahogany desk loving polished every morning; the unbelievable Palm Court of The Ritz, for cocktails and the absolute finest afternoon tea service in the entire city of London! Complete with a tinkling piano playing – Cole Porter, Rodgers and Hart, plus A Nightingale Sang In Berkeley Square and other lovely British songs. My interview consisted of the General Manager, Mr. Schwenter, asking if I had a “morning suit?” Luckily, I knew what one was, and by the following day, I was back in the beautiful lobby, facing two sterling silver inkwells and a desk full of journals, all of them done in a beautiful script (no problem for me – I was an ace in Penmanship - yes they used to teach that!) This was a fabulous time to be in London, or “Swinging London” – The Beatles, The Stones, Twiggy, Jean Shrimpton, and numerous other celebrities, famous and infamous, all patronized The Ritz! Even J. Paul Getty was a regular (Mr. Getty actually tipped me half a crown - about $5 in today’s currency).

Don’t forget to thank your concierge when they produce that unobtainable ticket or help you through a challenge – our motto says it all – “Service through Friendship.

Now, back to that beautiful lobby. Just on the other side of the rotunda was the concierge desk. Again, I knew what a concierge was but had not yet encountered this eminence grise. I was introduced to Victor Legg, The Chef Concierge, who had started at The Ritz in 1937! I was entranced by watching him operate; it was like watching a great artist at work. As unlikely as it might seem, Victor took a shine to this young Yank, and very soon, I was taking my tea break in the small office behind the Concierge desk. I continued my Master Class of discovery with two years in Paris at the Hotel Lancaster, and here again, I learned more about the craft I was so fond of.

Returning to the States, I was hired as an Assistant Manager at The Fairmont in San Francisco. There was no concierge service in America! About a month after I started, Richard Swig, the owner, gave me a proposition. He had been trying to start a concierge program at The Fairmont, but no one seemed to understand what that was. I assured him I knew and would be happy to undertake this mission. Utilizing my connections with Victor at The Ritz and my friends in Paris, I met Jean Gillet, President of Les Clefs d’Or, the professional guild of concierges; he assisted me with becoming the first member in the States. But my dream was bigger. I wanted to see concierge service proliferate throughout our nation and for the United States to have its own section or branch.

With Richard Swig’s pushing, Jean Gillet’s pulling, and creating a USA group based in San Francisco, by 1978, I was ready to apply for official membership for Les Clefs d’Or USA formally. On a brisk Thanksgiving Day in Vienna, Austria, at our annual Congres International, I was called to the podium and introduced as the President and Founder of the newest member section, the United States of America. I am so proud that Fairmont gave me my start! I’ve also adopted the role of historian for Fairmont and have produced several videos, including a history of The Fairmont. I love showing people our “Heritage Hall” history display and Tony Bennett’s Heart. My dream has come true! Always look for the concierge who is wearing the Crossed Golden Key Pins that say “Les Clefs d’Or” – that is the dedicated expert who will look after you when you are in a strange City, and don’t forget to thank your concierge when they produce that unobtainable ticket or help you through a challenge – our motto says it all – “Service through Friendship. I love what I do, and I do what I love! Bon Voyage, everyone!