Secrets From a Hotel Concierge

Hotels are the most popular accommodation for travelers 50-plus, according to a recent AARP travel survey, in which 57 percent of travelers say they plan to stay in a domestic hotel or motel when they travel this year. Do you know how a hotel concierge can improve your stay? We spoke to Robert Watson, who has been the chef concierge at the luxury Willard InterContinental Washington, D.C., for 18 years. He has served as international president of Les Clefs d’Or U.I.C.H., the international association of professional hotel concierges.

Ask for the sky

The spectrum of services a concierge can provide ranges from A to Z. As long as it’s legal and moral, we can do it. For example, for a romantic evening involving a marriage proposal, we arranged for a violinist to play for the couple at one of D.C.’s iconic memorials. Simple requests include a new pair of shoelaces, cuff links and a bow tie.

Make special requests in advance

We want as much notice as possible, especially for reservations at the most popular restaurants. I still have my black book with the maître d’s at the popular restaurants. That’s essential for any good concierge. It’s not what you know, but who you know.

Courtesy Robert Watson

Don’t let ‘sold out’ deter you

If you don’t ask, you don’t get. We have relationships with brokers, so we can get some tickets that appear sold out. It’s all contact-driven. We also get tickets in advance for museums that require timed entry. I like to be challenged to be able to amaze and delight our guests.

Ask for room amenities

The concierge can coordinate personalized amenities, such as drink or pillow preferences, with the guest relations department. We always like to be the first point of contact — a hotel triage of sorts.

Get a ride on demand

Whenever taxis are scarce, we use a special booking tool called a taxi butler. We press a button, and normally within 10 minutes, a taxi will appear.

Tip appropriately

There is no rule on how much to tip a concierge, and a good one does not expect it. If the concierge has performed above and beyond, it’s always nice to receive a gratuity as a thank you. For a simple request like a dinner reservation, a $10 tip at a five-star hotel like the Willard and $5 for a three- or four-star hotel is appropriate. For something more intricate, like booking a list of restaurants prior to arrival, some guests will give $50.

Reward your housekeeper

In a luxury hotel, $5 per night as a gratuity to the housekeeper should be left at the end of the stay with a maximum of $20. At a midscale hotel, leave at least $1 per night. I try to find the housekeeper who has been looking after my room and pay her directly. Alternatively, I leave it at the front desk with the room number to make sure the maid gets the tip.