Characteristics of a Clefs d`Or Concierge

October 2008
SHCA Newsletter
Volume 1 ~ Issue 6
Characteristics of a Clefs d'Or Concierge
You can recognize Clefs d'Or concierges by the keys they display on the lapels of their uniforms. These
crossed gold keys are more than just the symbol of the organization -- they are the symbol of
guaranteed, quality service.
Clefs d'Or concierges will accommodate every guest request so long as it is morally, legally, and humanly
possible. Their services run the gamut from the mundane to the extraordinary, yet each request is
fulfilled with vigor to the guest's full satisfaction. Clefs d'Or concierges handle all duties with zeal: mail
and messages, recommendations and reservations, travel and meeting planning, personal shopping and
professional communications. They are also supreme social advisors, business expediters, and personal
confidantes.
On those rare occasions when guests' requests cannot be fulfilled single-handedly, Les Clefs d'Or
concierges have the necessary back up: a never-ending network of acquaintances, friends, and colleagues
from around the world to see to it that guests' demands are met.
Les Clefs d'Or members have dedicated many years of hard work and training to the concierge
profession. They are pleasant and welcoming in appearance, they remain calm in a hectic environment,
and they always display integrity. Indeed, discretion is the hallmark of a Clefs d'Or concierge. Les Clefs
d'Or concierges have their fingers on the pulses of their cities, able to advise guests on restaurants, night
life, sporting and theater events, sightseeing tours, shopping, etc. They can direct guests to any location,
to any product, at any time of day or night.
Les Clefs d'Or concierges are motivated by a genuine desire to serve. They are prudent, patient, kind
toward guests and staff alike, self-confident, tenacious, persistent, adaptable, ingenious, disciplined, and
flexible.
The global environment of today's business world demands that concierges be able to converse with all
travelers, from Albania to Zaire. Many Clefs d'Or members are multilingual and most are well versed in
many cultures.
Les Clefs d'Or concierges have worked hard to obtain their keys. Whether requesting something simple
or complex, you can be sure they are trusted resources to business travelers and vacationers alike,
always keeping guests' safety, enjoyment, and satisfaction in mind.
Seattle Hotel Concierge Association is proud to include 14 active members who have
attained Clefs d’Or status. Other SHCA members are currently in process.
Seattle Hotel Concierge Association 2008 President, Berny Lai
Concierge, Seattle Sheraton Hotel
Berny Lai brings to the Concierge position an interesting and diverse array of professional
experiences. Raised in Hawaii, she worked for nearly 10 years as a Banquet Captain at the Sheraton
Waikiki while attending college, continuing at the hotel after graduation and working full time as a
Complex Litigation Paralegal. To add to the excitement of Berny’s work and school schedule, she also
volunteered with the Honolulu Police Department for 15 years, training recruits and mentoring teens
with the Law Enforcement Explorers Program sponsored by the Police Department and the Boy Scouts.
She was a card carrying Boy Scout for over 10 years and pretty good with a firearm.
With degrees in Justice Administration, Sociology and Public Administration, Berny was headed to a
career in government or law. That got sidetracked when she arrived for her first visit to Seattle in time
for a Labor Day weekend and a memorable Bumbershoot festival — a fabulous cultural experience for a
small town Hawaii girl; coupled with a desire to see more of the world and affordable housing brought
her to Seattle almost 15 years ago.
After a short stint as the Assistant Beverage Manager at the Sheraton Seattle, Berny left to resume work
in the legal field as a Litigation Paralegal. A few rounds of rearranging her vacations to accommodate
attorneys were all it took for her to decide to return to working with more social people in the hotel
industry. January will mark 12 years as a Concierge at the Seattle Sheraton. “Paralegal work is similar to
being a Concierge,” says Berny of her abandoned career in law, “it’s information gathering ... although
concierge work is more fun and entertaining.”
Berny received her Les Clefs d’Or keys in 2003, attending LCD congresses in Morocco, Vienna and
Vancouver. “It’s a thrill to be amongst people worldwide that understand your work!” she says of the
gatherings. As the current SHCA President, she is proud of the organization’s accomplishments,
networking with each other and hospitality partners to provide visitors with a wonderful informative
experience in Seattle and the Northwest.
Ever the networker, Berny still keeps her hometown connection by participating in the Northwest
Ohana Maka’i, a group of Northwest-based law enforcement officers from Hawaii, as well as attending
and donating to her high school’s Kinaole Awards fundraising dinner auction. She also recently returned
home to celebrate her marriage to Gregg Krogstad, a well-regarded Seattle architectural photographer
who she met at a Concierge function.
So, if you’re looking for tips for your next visit to Honolulu, be sure and ask Berny. For that matter, she
can tell you about Seattle and the Northwest, too.
Inn at the Market, Seattle's premier small hotel located adjacent to the historic Pike Place Market in
downtown Seattle! The Inn at the Market, a 70-room boutique hotel, overlooks two jewels of the city-Elliott Bay and the bustling Pike Place Market--giving guests a unique experience.
The Inn at the Market welcomes new General Manager, Mr. David Watkins
Mr. Watkins has over 18 years of industry experience worldwide. Originally from the Fiji Islands, David
graduated with a degree in Hotel Management from Kapiolani College in Hawaii. Upon graduation, he
returned to Fiji as a concierge for the Sheraton Resort, but he soon transferred, later in 1989, to the
Seattle Sheraton as Assistant Dining Room Manager. In 1992, Mr. Watkins joined the Wyndham team
and in 1996 moved to Atlanta to oversee their hotel operations during the 1996 Summer Olympics.
Between 1997 and 2005, Mr. Watkins managed multiple properties with the Holiday Inn. In 2005, he
became the General Manager of Hotel Max where he assisted with the rebranding of Hotel Vance to
Hotel Max. His efforts contributed to “Best Boutique Hotel” and “Best Hotel Staff” awards, presented
by City Search. His success at Hotel Max led him in 2007 to the Sir Francis Drake, San Francisco,
serving as Hotel Manager.
Mr. Watkins has again found his way ‘home’ to the Inn at the Market. He has rejoined the Seattle Hotel
Association, and is looking forward to being very active with the Pike Place Market Organization as well
as with the rest of our community. When asked about his goals for the Inn at the Market, he responds:
“The Inn at the Market’s reputation precedes itself, and I look forward to taking part in all its
accomplishments, and also refining our service to sustain its reputation for the future.”
Join the Inn at the Market staff in welcoming Mr. David Watkins to the Seattle community.
Consistency - the Key to Success - By Rob Rush
Raise your hand if you've been 'WOW-ed' lately. At the supermarket, dry cleaner, health club or hotel?
Where have you had your socks knocked off? How about a truly awful experience? Give a shout if you've been
mistreated, ignored or taken for granted. Where have you had an experience that brought you from a simmer, to
a slow boil, then to a frothing, steaming, spewing cauldron of frustration? What's that? You have both types of
experiences on a regular basis, often from the same company? Well, which one makes a greater impact and sticks
with you longer--the gauzy sunshine or the raging volcano? We all know the answer. The sour taste of a
poor experience is far more likely to overpower the sweetness of a WOW...and linger. Yet, many companies still
try to haphazardly swing for the fences, both in message and delivery, ignoring the negative impact of the whiff in
exchange for the rare but intoxicating rush of the home run.
In keeping with the baseball analogy, let’s illustrate the point by examining the baseball statistic of Slugging
Percentage, measuring how far a player makes it around the bases each at-bat-*Player A bats four times in a game, and hits a home run to go with three strikeouts,
*Player B bats four times in the same game and notches four singles.
Both players have an identical slugging percentage of 1.000, indicating that on average they totaled one base per at
bat. In reality? Player A brought his team closer to the end of an inning three times in the game, while Player B
kept the inning going, each time.
In baseball as in business, you can stay at bat forever if you keep hitting singles. However, you will quickly
find yourself playing defense if you focus all of your attention on one big hit at the expense of three feeble outs.
The hospitality industry is no exception. You aren't going to keep your doors open by WOW-ing every fourth
guest and whiffing with the other three. The recipient of the WOW may become a loyal guest, but certainly won't
occupy every room in the joint. Delivering consistently to all four guests? That keeps your RevPAR climbing and
the metaphorical inning alive.
So, what are the keys to consistency? How do you best set up your organization to keep the customer in his/her
comfort zone with rhythmic regularity? All you really need to do is remember your last diet, exercise regimen, or
New Year's resolution. There is probably a common thread throughout the successful efforts and the opposite
commonality within those that went down in flames. That thread is illustrated by a conversation with a trainer
when embarking on a training regimen.
"What exercises," I asked, "are the best for me?"
After deep thought, he replied. "The best exercises for you are the ones you are actually going to do."
...Hmph.
The key is figuring out what training actually looks and feels like, and what training we will actually do--not only
that day, but also day in and day out.
The same lessons apply to your guest experience. Ask yourself the same question - "what is the best
experience for me to deliver?" The answer should be something that you are actually going to deliver, day in and
day out.
Depending on your service sector, your clientele, average room rate or any number of other factors, your answer
may be that the every day WOW is expected and what you are poised to deliver. Or it may just be a warm bed
and a clean bathroom. Either way, you need to be prepared to create the operational and cultural infrastructure
to connect on either promise consistently.
By no means is this meant to downplay the impact of the WOW. In terms of creating a truly loyal,
engaged guest, there is no substitute for the unexpected experience or gesture that saves the day
or makes the moment. But the long-term strategy of providing a WOW experience is only effective if the
investment, commitment and culture are in place to do it consistently. Though it sounds oxymoronic, the WOW
must become routine. Not for the guest receiving that special moment, but for the employees who are making it happen.
So, what's the best experience for your guests? The one that you can deliver with consistency. And if you misfire
a few times, it isn't the end of the world. Just make sure you are a bit more consistent than your favorite baseball
player. Even the best in the game make an out seven times out of 10. That might be the standard-bearer for
consistency in their ballpark…but not in yours.
Exquisite food that is treated as respectfully as the customers... Whatever route you take to
Campagne, a great evening is assured."- Zagat Survey
Campagne's courtyard is open for dinner service nightly.
Campagne is located at the Inn at the Market above the Pike Place Market with Chef Daisley
Gordon at the helm. Campagne offers country-French cuisine in an elegant and relaxing atmosphere. Signature
dishes include, Coquilles St.-Jacques Sautéed scallops on carrot purée and foam with crispy bacon, Entrecôte rôti
au sauce poivre vert Boneless Oregon country beef rib-eye served with green peppercorn sauce and pommes
frites ‘à la canard’ and Gâteau au chocolat Twice-baked chocolate cake with buttermilk ice cream and raspberry
coulis. Sommelier Cyril Frechier assists in selecting the perfect wine to complement your meal.
Campagne looks out over the flower stalls and produce stands of the Market toward Elliott Bay. Taking
inspiration from the sun-drenched cuisine of Southern France, Campagne uses only the freshest ingredients: the
exquisite produce, seafood and game of the Pacific Northwest.
Campagne continues to receive national recognition for the outstanding quality of its cuisine, ambience and
service with Wine Spectator’s “Award of Excellence” 2003-2006, “Best of Award of Excellence” 2007 and
Distinguished Restaurants of North America’s “DiRona Award” 1990-2007.
Daisley Gordon, Executive Chef
Born in Jamaica, Daisley Gordon has been working in restaurants for over 15 years. Mr. Gordon attended the
Culinary Institute of America in Hyde Park, New York. During that time he completed an internship with a
Certified Master Chef at Actuelle Restaurant in Dallas. After graduating from the CIA in 1994, Mr. Gordon
continued to hone his craft in the kitchens of the Brown Hotel and Azalea, both located in Louisville Kentucky.
Determined to work at only the finest restaurant in Seattle, Mr. Gordon found his place alongside then-Chef
Tamara Murphy and Sous-Chef Jim Drohman at Campagne in 1995. Both instilled in him a respect for technique
and tradition while encouraging Mr. Gordon to discover his own individual style. Asked to describe his idiom, Mr.
Gordon responds, "Getting the most flavor out of simple ingredients." Gordon continues his development
through regular time spent in France and French Kitchens. He embraces the French obsession with quality of
product and the details of service. He is driven to achieve the same excellence in his own kitchen, searching for
flavors that are bright and robust while working with the finest local, national and international purveyors.
Address: 86 Pine Street; Seattle, Washington 98101; Tel: 206.728.2800
Hours: Dinner: Nightly 5:30-10:00 - Bar: Nightly 5:00pm-Midnight
Food & Beverage - A Time To Listen To Your Guests - By Joe Dunbar
Whenever the economy turns down and discretionary income declines, the advantage shifts from hot
new concepts to established names. In our industry, the current downturn certainly hurts the hot startups with huge recent cash outlays. Established restaurants, hotels, resorts and caterers have had years to
help cover their start up investments. Well-established operators need to listen to their guests.
Competition is fierce in many markets. This is an opportunity to regain lost market share. Broaden your
base by listening to your loyal guests. If you know everyone by name, be sure to ask friends about lost
regulars. Try to find out why you lost their loyalty.
There are several favorite spots I abandoned over time. Typically, I am most sensitive to a drop
in food quality or service. Some of my friends get tired of a concept due to menu stagnation. I like to
visit specialty restaurants with highly consistent quality.
I always encourage clients to eliminate dog menu items. However, I admit I stopped dining at a
pizzeria New York when then removed my favorite pie. We loved the pie and were disappointed when
they dropped it. When I told the manager he should revive the pie using a new name, he blew me off.
They will never know why I left. I am a silent complainer. Too many fantastic options are available. Many
of your steady guests don't complain to management at all. They vote with their feet and go elsewhere.
The unusual nature of general ledger accounting is the inadequacy of the reports for identifying a
disastrous week. Imagine your chef quits unexpectedly and you fly solo for a few weeks without a pro at
the helm. The sales will not show the impact. Your books will reflect a lower management cost and a
slightly higher profit. In the dining room, patrons expecting the high quality they received in the past will
leave disappointed. They may wait too long to receive a mediocre meal. A frustrated waiter informs
regulars of the chef's departure. You have a major problem, which will take a month or two to show up
in the books. Over many years, the repeat of these bad weeks takes its toll.
Now is a great time to greet and listen to your regulars when they come to your place. Find out
what they order and if there is anything that could be done to improve their experience. Focus on
consistently pleasing these loyal patrons.
Dunbar Associates, Fairfax, VA
~ http://www.joedunbar.com
Worth the trip ~ neighborhood restaurant:
CAFÉ NOLA ~A short, relaxing ferry ride from downtown
Seattle. A European style cafe comprising innovative, eclectic cuisine in a bistro setting. Chef/owner
Kevin Warren creates intelligent, artfully executed plates using seasonal ingredients at their most
flavorful.
By day, this charming cafe bustles with energy and lively conversation. As the lights dim, candlelight
deepens the restaurant's hues of butter yellow and orange-red to provide an ambience that is stylishly
warm and sophisticated.
Classic cocktails, specialty drinks, an extensive wine list and Northwest microbrews are all available at
the full bar. Cafe Nola's seasonal patio offers a glimpse of island life while dining "au plein air".
www.cafenola.com
For reservations call 206.842.3822/corner of Winslow Way and Madison
“ INDUSTRY NEWS “
(About our neighbor state to the south):
A Destination Development Plan That Delivers On The Promise – The Oregon 'Q Care Program'
The State of Oregon Tourism Commission has stepped audaciously to the center of the Destination stage,
commendably addressing the piece of the Destination Development package that most never connect understanding that each and every player in their State - in their cities and hamlets, in their hotels, restaurants and
attractions, and retail operations - have a role and responsibility in successful Oregon Tourism. Some might call this
synergy of the parties, they call it the 'Q Care Program', and it revolves around Service Delivery.
www.oregonqcare.com
Oregon is very fortunate—Like Washington State, they do not have to burnish a faded reputation, or build
something from scratch or reconstruct from memory. They have known treasures - their seacoast, forests,
recreation, lively cities, gracious and accommodating residents. They are already a Destination of Choice! But, along
with the laurels comes further accountability and responsibility. Standing still spells gradual demise, for the
marketplace dynamic drives continual improvement and excellence. Oregon understands this, and the 'Q Care
program' delivers on the Visitor Expectation.
Oregon Q Care is a statewide customer service training certification program created to support the development
of the Tourism & Hospitality Industry through enhanced guest experiences. It provides statewide standardized
customer service training, emphasizes the importance of quality customer service in the Tourism & Hospitality
Industry, and equips employees statewide with tools and resources to better serve Oregon's visitors.
Travel Oregon is leading the way with the Q Care Program. By investing in this initiative, they have elevated the
Tourism bar. All the players can participate, skills are enhanced, service distinguished, and memories are made.
Sunday Supper at the Palace Kitchen! Every Sunday, Palace Sous Chef Audrey
Jones offers a 3-course prix fixe dinner. The price varies between $30 and $50 for all three courses. Audrey
chooses the menu each Sunday according to what’s fresh and delicious that day, so we can’t give you the menu
ahead: Waygu steak tartare, sautéed Alaskan halibut with crispy fried morel mushrooms, rice pudding cornet
with horchata ice cream; or, new potato and tarragon tart, cornmeal crusted pan roasted veal chop, a bowl of
raspberries with Muscat jello and double cream. Stop by the Palace Kitchen this coming Sunday to find out what's
cooking (call on Sundays after 4:30 pm to ask about the menu). If the prix fixe doesn’t tickle your fancy, choose
from the regular menu. Sunday supper at the Palace is sure to be seasonal and luscious!
 Alex Calderon has moved from the Red Lion Hotel to the Hotel Vintage Park Concierge Staff
 Jim Gracnos, new Hotel Manager, and Matt van der Peet, new General Manager, Sheraton Hotel-Seattle
 Richard Powell, Head Concierge, celebrated his 32nd anniversary with the Westin Hotel on 8/7/08! He began
8/07/76 to finance a to return to school to study radiology at BCCC but “never made It”.
 Jenne Neptune has returned to the Alexis Hotel as the new General Manager! Welcome back Jenne 
 Darnell McKinly joins the Concierge Staff at the Silver Cloud Hotel-Stadium
 Andy Bishop has moved to the Grand Hyatt as their new Director of Sales—(formerly with Marriott Waterfront)
 Brent Miller resigns concierge duties to assume Front Office Manager position at the Woodmark Hotel; and
Veronique Hageman assumes position of Concierge.
Hard Rock Café to open in Seattle Fall 2009
Hard Rock Café will open a Seattle restaurant next fall a half-block from the Pike Place Market in the Liberty Building on Pike
Street between First and Second avenues. The remodeled building will house a 450-seat restaurant, live-music space, rooftop
deck, and a "Rock Shop" selling Hard Rock-logo clothing, pins and other items. Advertising is online for a general manager.
Please remember Kathy Goertzen, a native of Seattle and KOMO-TV anchorwoman, who is once again facing surgery on
September 24. E-mails & cards would be greatly appreciated. Go to www.komonews.com for the link.
Experience a world of food and wine! Qwest Field www.seattlefoodandwineexperience.com
Saturday October 25th 11:00 AM - 7:00 PM
Sunday October 26th 11:00 AM - 5:00 PM
Special Exhibition Gallery at the new Wing Luke Asian Museum
Native Hawaiian Community in the Pacific Northwest
On display October 17, 2008, through March 29, 2009
This groundbreaking exhibition educates the public about the rich contributions of Native
Hawaiians in Washington State for the past 200 years. Photographs, artifacts, oral histories and
multimedia will be featured. A series of community programs will also be offered in conjunction
with the exhibit.
Momo Proclaimed a Peach of a New Boutique by Seattle Magazine
The word is out. Even without an official sign, Momo, located at the
corner of Seattle’s emerging Japantown in the International District, has been recognized by the Northwest’s
premier publication as the city’s Best New Women’s Boutique. Momo, which means peach in Japanese, is a
lifestyle store purveying a happy, lucky life. Opened in November 2007, the light-filled boutique reflects owner Lei
Ann Shiramizu’s Hawaii-Japanese heritage blended with the northern European sensibility of her partner/husband
Tom Kleifgen. “Our store is a hapa shop,” says Shiramizu. “Originally Hawaiian for ‘half-blood,’ the hapa mix is
beautiful, slightly exotic and always intriguing.”
Conceptually, Momo takes its cues from the general stores that once populated the Hawaiian Islands by offering a
wide range of merchandise. Within the celadon, sencha and lacquer red walls, Momo carries stylish-meetsfunctional goods from local, national and international providers, arranged with a Europe-meets-Asia flair. Everchanging merchandise includes French clothing for women and men, ‘omiyage’ (Japanese for small, perfectly
presented gifts) such as stationery, fine soap and candles; hand-tooled leather handbags from Georgetown’s
Chemical Wedding, jewelry from regional artists Lisa Kinoshita and Shelli Markee, sustainable tableware from local
designer Dinah Coops, Chinese and Japanese collectables, vintage kimono and more.
Japantown, once a thriving community pre-war, is experiencing a revival attributed to the pioneer spirit of the
businesses in the neighborhood. At Momo, fixtures of reclaimed wood, distressed steel and re-purposed plumbing
lend the unique boutique a warm patina that fits with the rich history of the district. Bryan Yeck, entrepreneurial
owner of Zeitgeist and friend of Momo, was instrumental in the design of Seattle Magazine’s choice of Best New
Women’s Shop.
600 South Jackson Street in Seattle. Open Tuesday through Saturday from 11:00 – 6:00.
English still king, but global economy increasingly speaks Chinese,
English is the language of business, but Chinese can help
San Francisco Business Times - by Tony C. Yang
Do you speak Chinese?
That is one question Bay Area businesses are asking their employees these days, as the San Francisco Bay
Area firmly establishes itself as a hub of economic activity in the Pacific Rim.
Though English remains the dominant international language of business, China's emerging importance has
influenced hiring practices, affecting a range of companies from the biggest global firms to local hotels. Potential
hires are now being asked about their ability to both speak and write Chinese.
Austin Watkins, director at the Four Seasons Hotel, said speaking Asian languages is important for
communicating with Asian guests, but so are other skills.
"We strive to integrate the highest customer service," he said. "Our hotel staff can speak 20 different languages.
Why hotels should shutter ad campaigns
Amy Bradley-Hole, travel columnist, has worked in the hotel industry for many years in many
different positions and at all types of properties — from small luxury boutique hotels to
large resorts, both in the United States and abroad
“Commercials are outdated, nearly all are the same, and at times deceiving. Hotels are feverishly
upgrading these days, trying to offer faster Internet service, or better beds, or all non-smoking
properties. However, while they are trying to make their properties more modern and appealing for
today's travelers, they seem to have forgotten to upgrade their ad campaigns.
Do travelers even pay attention to hotel ads any more? I think hotel advertising is becoming
obsolete and unnecessary, and here are a few reasons why:
Rates rule. It is easy for consumers to compare hotel rates these days. No more calling
around to dozens of hotels at their destination. With a few clicks, prospective guests can see a
list of hotels, their location, their ratings and their rates on one Web site. People want to find
that balance of a good hotel at a great price. In a slumping economy, no amount of persuasive
advertising is going to make tight travelers spend more money than they want to.
Business travelers are told where to stay. Companies have always made “bulk”
contracts with hotels — the more rooms a company books a year, the cheaper the rate. But
hotels are coercing businesses to sign more long-term contracts in exchange for deeper
discounts, since hotels want guaranteed dollars during these uncertain times. In addition,
companies are trying to tighten costs as much as possible, so they are really limiting the choices
their travelers can make.
Consumers are savvy, and cynical.
Today’s travelers don’t believe the illusions shown in hotel advertising. They believe the
uncensored reviews posted on independent Web sites by their fellow travelers. They believe the
ratings of trusted companies like AAA and Mobil.”
Expect to pay a lot more for holiday fares this year
Puget Sound Business Journal
Holiday travelers will pay as much as 35 percent more for flights this season compared with last year,
according to Live Search Farecast.
Traveling experts at the subsidiary of Microsoft said the average Thanksgiving ticket, with a Wednesday
departure and Sunday return, is up to $490 this year. Christmas and New Year’s fares have risen to an
average of $420, they added.
Farecast officials said travelers can wait until October, if possible, to take advantage of fare drops that
took place in the last two years. And travelers from larger markets should also wait, because of “much
more likely” fare drops compared with travelers in smaller markets, where fare drops are not likely to
happen.
Networking moves to the hotel spa
The golf course is not the only place to do business in a casual setting. The new spot to
network with colleagues and clients is the hotel spa. According to the consulting firm
PricewaterhouseCoopers, 39 percent of the high-end hotels being planned in the United
States will include spas, more than double the number five years ago. The increase is
partly a result of demand from business customers, according to the firm.
For a growing number of companies, the spa is the novel choice for corporate outings.
During annual sales meetings at the camera company Canon, participants wrap up
several days of number crunching and strategy brainstorming with a choice of either a
golf outing or time at the spa. Over the years, the spa option has grown more popular,
said Terry Markwart, a sales director for Canon.
"Golf isn't relaxing," he said. "It's very competitive, and you have to get up early in the
morning. It adds more to the stress." A trip to the spa at the Palace Hotel in San Francisco
two years ago gave Markwart the chance to get the kinks out of his back as well as hash
out advertising strategies with colleagues. "It's a good chance to network and talk in a
relaxed atmosphere," he said.
Source - International Herald Tribune
Argosy Cruises JAZZ BRUNCH SERIES
Sundays 12-2pm, August 17 – November 2 (see schedule below)
$50 per adult, $30 children ages 5-12, 4 and under no charge (Dining Room service charge and
applicable taxes additional at time of booking)
Argosy Cruises Jazz Cruise series with KWJZ features some of Seattle's most prominent jazz
musicians. This is a 2-hour cruise of Elliott Bay with champagne greeting and a brunch buffet on the
Royal Argosy departing from Pier 56 on the Seattle waterfront.
October 5, Deems Tsutakawa
October 12, Greta Matassa
October 19, Susan Pascal
October 26, Jovino Santos Neto
November 2, Michael Powers (Finale).
Oct 11 – THREE-HOUR TOUR
Designed for Dining: Seattle’s Delectable Eateries
From the front of the house details to behind-the-scenes drama, see how design plays a major role in crafting our
local restaurant scene. This three-hour walking tour will begin at 9:00am. Logistics are provided with registration.
Register in advance for $20 at www.seattlearchitecture.org or call 206.667.9184 with your V/MC. Advance
registration required; day-of-tour walk-ups are not accepted
Oct 25
Columbia City: Valley on the Rise
Once a neighborhood in decay, it has become a Seattle hotspot, with a lively business district, lovely homes and a
new Light Rail station. The two-hour walking tour begins at 10:00am outside the entrance to the Columbia City
Library at 4721 Rainier Ave S. Register in advance for $15 at www.seattlearchitecture.org or call 206.667.9184
with your V/MC. Day-of-tour walk-ups may register for $17, if space is available
REGIONAL SHORT TRIPS AND EVENTS ~
Prosser Balloon Rally & Harvest Festival: 9/26-28, www.prosserballoonrally.org
Port Townsend Film Festival, 9/26-28, downtown Pt. Townsend, www.ptfilmfest.com
Savor The San Juans, 10/1-10/31, month long food festival, www.visitsanjuans.com
Oktoberfest Northwest, 10/3-10/5, Puyallup Fair & Events Center, www.oktoberfestnw.com
Wings & Wheels Festival, 10/3-10/5, East Wenatchee, www.douglaspud.org
Salmon Days, 10/4-10/5, Issaquah-celebrate the return of salmon, www.salmondays.org
www.seattlequeerfilm.com
October 17-26, 2008 - Several Venues throughout Seattle
One of the `most respected` and well-attended Alternative Film Festivals in the Nation, the Seattle Lesbian and Gay Film
Festival features full-length Films and Shorts about gay…lesbian...bisexual...and transgendered communities. The Film Festival
offers both American & International Films. The Egyptian Theater shows many Festival Films as well as the Little Theater on
Capitol Hill.
Earshot Jazz Festival ~ www.earshot.org
October 18 - November 9, 2008
This annual Jazz Festival brings in notable Jazz Players from all around the world. Spread out over several
venues...the Earshot Jazz Festival includes Concerts, Jam Sessions, Master Classes, Lectures and Workshops.
The WSH&LA Board invites you to attend the
2008 Convention, Trade Show and Golf Tournament
October 5-7, 2008 ~ Suncadia Resort, Cle Elum, WA
REGISTER TODAY!
www.wshla.com/news/convention.php
Please join the Annual Convention, Golf Tournament and Trade Show at Suncadia Resort, just outside Cle Elum
and less than 90 miles from Seattle. The perfect setting for this important industry event!
Gain creative, innovative and artful solutions to keep prospects rosy, business green and your bottom line black.
Leverage the insight and experience of industry experts, network with colleagues, and experience the latest
products and services from more than 50 exhibitors and sponsors. Discover innovative strategies that can be
implemented right away and are sure to enhance your bottom line!
StayInWashington.com is the online companion to the Washington State Visitors’ Guide. Quick links
provide easy access to more than 1,000 accommodations, services and attractions as well as travel information for
every region of the state, national and state parks, and recreation areas. For more detailed information, view the
entire Guide on line; download it in PDF format, or request personal copies from the State Tourism Office. Click
here to explore www.StayInWashington.com
The Road to Glory ~ 2010 Olympic ticket sales begin October 3
www.vancouver2010.com
Purchase at Pacific Place Mall Main Entry Desk ~ to benefit Children’s Hospital
Kayaking on Lake Union is available year-round and is the best way to see Lake Union up close, poking in and out of
houseboats, and pleasure craft. You can circumnavigate the lake in an afternoon, take a lunch break at Gasworks Park and
visit the "Sleepless in Seattle" houseboat. Kayaking is a prototypical Seattle thing to do. Moss Bay Rowing Club rents kayaks at
$10/hr for a single and $15/hr for a double. Ask about full or half day rates.
www.mossbay.net
Alki Beach Statue of Liberty
Restoration is complete and dedication ceremonies were held on Saturday, September 6. The Seattle Hotel Concierge
Association supported this project, and we have two inscribed “bricks” in the plaza. Please visit to see this finished project
and the beautification of the Statue of Liberty Plaza at Alki Beach. SHCA member Charlotte Jernigan (Westin Hotel) had a
passion for this project and was instrumental in bringing it before members for a vote to support.
Author Bill Tikos picks coolest hotel rooms to stay
(July 5, 2008 – MSNBC.com)
SYDNEY - From rooms decked out with a soundstage to concierges who can arrange
impromptu tango lessons, trend spotter and author Bill Tikos has roamed the globe to find hotels
that offer a unique, and luxurious, experience.
Tikos' book, "The World's Coolest Hotel Rooms," features more than 50 rooms ranging from those
that fulfill rock star fantasies to others that elevate the meaning of luxury with sumptuous day beds in
lush, secluded gardens with private pools.
"We're not just looking for a bed any more, we want an experience. Hotels are really catering
to an experience rather than just an overnight stay," said Tikos, who writes a weekly syndicated column
and runs Web site www.thecoolhunter.net.
"I guess it needs to have that ‘wow’ factor the moment you walk in," the Australian author told Reuters.
"I think it's the aesthetics, the way the room is configured and the design element to it, and obviously
the technology part of it."
Tikos believes the growing ranks of wealthy and well-heeled business travelers, as well as celebrities,
have in the past five years helped drive demand for smaller, boutique establishments and all the luxury
amenities that go with it.
"They're coming for the experience, not just an overnight stay, especially the business people, they know
exactly what area they want to go into, where they want to go," he said.
One of the hotels featured in Tikos' glossy book is the Riva Lofss in Tuscany, with its apartment-size,
three-story rooms that also have a kitchen. The hotel only had about 30 rooms, with views across the
river, and provided bikes to cycle to town about 20 minutes away. "It didn't feel like a hotel, it was
more like a New York Loft," Tikos said.
'Italians do it well'
"The Italians know the ‘wow’ factor. The Italians do it well, from fashion to design. Hotels and fashion go
hand in hand."
The "World's Coolest Hotels Rooms" is targeted at designers, people who are interested in architecture
and design and, of course, the savvy — and wealthy — traveler.
Tikos said hotels need to constantly upgrade their in-room technology to attract travelers who are no
longer satisfied with just a high-speed Internet connection,
"Our lives have changed with Apple products, computers, laptops, the Blackberry, so we must change
design wise," he said.
Répondez, s'il vous plait?
For all invitations “RSVP” means please respond…“Yes”/”No”/”Maybe”
It does not work to show up at an event without first RSVPing "Yes", so please do that before
attending any event. But only RSVP "Yes" when you have read all the details of the event and
are sure that you can commit to attending. It also does not work to RSVP “Yes” and then not
show up. Once you have RSVP’d "Yes," the host will be expecting you to show up—-please
respectively do so and on time.
If you are not sure if you can attend, RSVP "Maybe," keeping in mind you will need to go back
and RSVP "Yes" if you are going to attend or “No” if you are not attending.
If you have RSVP’d "Yes," and then for any reason cannot attend, please change your RSVP
to "No." This should be done as far in advance as possible. Last minute changes to RSVPs are
inevitable, and then it is protocol to contact the Coordinator by phone to explain your absence
on such short notice.
If the RSVP system is used properly, all you have to do is show up and enjoy any of the great
events offered. 
A final thought: events Coordinator(s) are volunteers and as such, deserve our courtesy and
respect. There are countless situations where RSVP’s have not been used properly (or at all),
and it places planners and event hosts in a difficult position. In some cases, they simply give up
because hosting an event can be more work and stress than it is fun or useful.
Please use and respect the RSVP system.
(Remember a follow-up thank you note too)
Remember the election meeting of the SHCA at 5:30 pm at The Met Grill on September 24
Know your City ~ Can you identify this?
4th Quarter 2008 SHCA Member Birthdays:
October
~ Russell Hathaway, Alexis Hotel (28th)
November ~ Louise Smith, Grand Hyatt (7th)
Ian Klein, Hotel Andra (30th)
Dana Cox, Hotel 1000 (21st)
December ~ Mary LaMarche, Sheraton Hotel (10th)
A Huge “thanks” to all members and properties who so generously donated to Union Gospel Mission!
Quote ~ we make a living by what we get, but we make a life by what we give…Winston Churchill
Darleen Campbell, Editor, dlasscam@aol.com
(Please send email updates to Editor)
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