Cecilia Darr is concierge supervisor for the Venetian and Palazzo, and serves as president of the Southern Nevada Hotel Concierge Association. She worked much of her adult life as a respiratory care practitioner but became disillusioned by the priorities in the health care industry and, after being laid off during the Great Recession, chose to explore other avenues of employment.
What are the most frequent requests you get as a concierge?
We receive requests for the typical — shows, tours, dining, attractions. Then there are the opportunities to assist with guests’ special moments like “the proposal,” wedding planning and celebrations. These are the most personally rewarding.
What are the most unusual requests you’ve fielded?
The most unusual requests are always when the guest asks something very specific. Recently, I arranged for the purchase of a very expensive baby stroller for a guest from Mexico City. The guest wanted it when she arrived — in two hours. It was a Saturday afternoon. I found it, had it delivered and also made a friend at the American Express Concierge office in Mexico City. We talked a dozen times trying to complete this task. We both laughed when we came through and breathed a sigh of relief when we squeaked in right on time. The guest had no idea how much effort it took to get the item. She just smiled and strolled off.
This job can sometimes be a mixture of solving mysteries and treasure hunting. We get the random requests that we are not able to comply with — a concierge is obligated to only provide service for that which is legal, moral and ethical. The whole “what happens in Vegas” idea sometimes is taken too literally.
What made you want to be a concierge?
I was presented with the opportunity to work in the hospitality field when I needed a job. I had been a licensed respiratory care practitioner for most of my career and found myself disillusioned with the health care field with all of the cutbacks. It is not about the patient anymore. It is all about the reimbursement. When my job was cut during the recession, I realized it was time for a career change. When I met concierges in practice, I was in awe. These were my long-lost peeps.
What makes a good concierge?
You have to really be a people person. Patience is truly a virtue in this profession. A good concierge has to have the ability to find out anything for the guest. We are a culture of yes, meaning you offer at least three choices to the guest and let them make an informed decision. Attention to detail is a must. You also have to maintain your skills and knowledge base. This is a 24/7 town and it can be difficult to stay on top of what’s new and what’s happening. I always refer to our concierge as the best sales team in town. We don’t know everything, but we will find it.
If you could change one thing about Las Vegas, what would it be?
A more temperate climate. A little less heat in the summer and more rainfall spread out throughout the year. I miss having four seasons.
What are you reading right now?
“Great Work: How To Make A Difference People Love,” by Davis Sturt. It is a great read about how change is all we can count on in our lives. It is how you deal with change that makes you succeed or move on.
What do you do after work?
I was recently elected president of the Southern Nevada Hotel Concierge Association. It is a volunteer position but is really a second job. I spend a lot of time staying organized and following up with contacts and leads for meetings and educational opportunities for our organization. Concierges have to stay in the know, so we have a lot of wonderful opportunities to experience shows, restaurants, clubs and other venues. We keep very busy.
Blackberry, iPhone or Android?
Android. I prefer the function and reliability. I stick with a phone for several years. I am not into having to have the latest and supposedly best gadget.
Describe your management style.
I do not ask anything of anyone that I would not do myself. I try to set the example. Respect is earned. Also, I don’t just tell someone to do a task. I explain why we are doing a certain process so they get behind the idea. I believe in hiring nice, positive people. You can teach someone how to be a fantastic concierge, but you cannot teach nice.
Where do you see yourself and your company in 10 years?
I plan on being with the Venetian/Palazzo until they make me retire. It is stunningly beautiful on the surface, but it is also a serious business. They invest in their management with leadership classes. I am constantly improving my skills to be my best and look forward to becoming assistant chef concierge and eventually chef concierge.
What is your dream job, outside of your current field?
I love gardening and plants. I would really enjoy landscaping or even organic farming. I am part country girl. I enjoy working outside on a tractor and I don’t mind getting dirty.
Whom do you admire and why?
I have many people in my life that I admire, and they are all family. We are not perfect, but we are perfect for each other. I am so fortunate to have my sister and daughters as my best friends. We have history together, which makes it challenging and at the same time rewarding because you don’t get by with not being real.
What is your biggest pet peeve?
Negativity and rudeness. I am a glass-half-full person, and I do not understand people who are negative. I have so much to be grateful for, and I want to keep moving forward. Plus, it is so much fun to be happy.
What is something that people might not know about you?
I am not that much of a mystery. I am pretty much an open book. I don’t like game-playing. Sometimes I am too open and trusting.
Anything else you want to tell us?
I want to encourage anyone who seems stuck to consider a career in hospitality, and specifically to check out the International School of Hospitality. We are so fortunate to have such a quality school right here in Las Vegas. If you like helping people and want to make someone’s dreams become reality, then you will love being a concierge.