Ms. Silverman

Marjorie Silverman

Honorary President

UICH, Les Clefs d'Or

Marjorie Silverman excelled in the concierge industry for 25 years and now serves as a Consultant, Meeting Planner and Lecturer. She was the Chef Concierge of Hotel InterContinental Chicago, and was the first female and first American to serve as President of Union Internationale des Concierges d'Hotels, Les Clefs d'Or. Les Clefs d'Or is the prestigious international association of concierges, headquartered in Paris, France which groups 40 member countries under its umbrella. The 3500 members transcend global politics and join forces to promote tourism worldwide.

Ms. Silverman has been a dedicated concierge professional since she began her career at the Westin Hotel Chicago in 1980. After ten distinguished years at the Westin Hotel Chicago, she joined Hotel InterContinental as Chef Concierge and was employed there for 15 years. Due to her competence and mastery of the Concierge Department, she was sent by Westin to help open the Westin O'Hare as well as the Westin in Washington, DC. Further, when the Plaza Hotel in New York City belonged to the Westin Hotel chain, she was sent to improve the delivery of concierge services.

In addition to her job duties, Ms. Silverman was active in several concierge organizations. She was a founding member of the Chicago Hotel Concierge Association as well as an early member of Les Clefs d'Or USA and has seen the organization grow from 28 members to more than 500. She has held every office in Les Clefs d'Or USA and after the completion of her presidency in1990, she served as Advisor to the Board of Directors until August, 2007. Under her leadership as Director of Development of Les Clefs d'Or in the Americas, Mexico and Brazil were accepted as Les Clefs d'Or member sections.

Ms. Silverman is skilled at teaching about the profession. She taught at the International Concierge Institute in Montreal and Fort Lauderdale as well as conducting seminars for concierge professionals in Brazil, Mexico, Singapore, China, Jamaica and Anguilla. She recently conducted a seminar in Warsaw, Poland with Holly Stiel, a noted hotel consultant, author and lecturer.

Ms. Silverman serves the international Les Clefs d'Or as an Honorary President, member of Le Conseil des Sages, whose function is to advise and safeguard the statutes and ideals of the Association. Les Clefs d'Or USA has honored Ms. Silverman with a Lifetime Achievement Award and has dedicated a scholarship in her name, The Marjorie Silverman Education Fund.

Ms. Silverman can be contacted at 773-248-7462 or marjoriesilverman@mac.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining Ė all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. Itís leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. Itís the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.