Hotel concierge reveals the most outrageous requests

CATERING to the likes of a rich Saudi prince, a world-famous conman, Usain Bolt and the entire Aussie cricket team is all in a day’s work for this hotel concierge.

Hotel concierges

MEETING the world’s rich and famous is all part and parcel of being a concierge at a renowned five-star hotel, but Lance Birkett couldn’t believe his luck when the entire Australian cricket team rolled in one day.

Birkett, a cricket tragic and concierge who now works at Hilton Sydney rates meeting the World XI cricket side during the six-day test match in 2005 as one of his most memorable experiences on the job.

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“Having the likes of Shane Warne, Glenn McGrath, Ricky Ponting, Brian Lara, Sachin Tendulkar, Muttiah Muralitharan and more all under the roof at one time was a dream come true,” he says.

Even this, however, rated second to one guest in particular. As you can imagine, a concierge gets to see some outlandish requests from the well-heeled. And heels don’t come any ... uh, weller than a Saudi prince who arrives in his own private jet.

“The hotel sent a team of porters, concierges and management to meet the prince and his entourage at Sydney private jet terminal,” says Birkett.

Hilton Sydney Les Clef d'Or members (L to R) Ben Thomas, Jason Aberin, Hidetaka Tanaka and Lance Birkett.

“Our team was escorted onto the Saudi royal family plane by customs and immigration officers. The plane was ridiculously extravagant with lots of gold plating, gold ornaments and beautiful artwork. Everything was styled to the extreme detail right down to custom outfits of the prince’s flight crew and attendants with leopard print skirts.”

That was just the start. The prince then spent money like his life depended on it.

“During the prince’s stay at the hotel, we were asked to organise personal shoppers for the prince and his entourage. The team of shoppers were given shopping lists every day for a week or so. This list was as long as your arm,” recalls Birkett.

“We were also tasked to arrange for private shopping sessions, where we would need to organise the shop to stay open late just for the prince and his entourage to shop. The prince ended up needing a room in the hotel just for the items that he had bought during his stay.”

Not surprisingly, Birkett nominated this as his most memorable experience in his career.

Even then, it has some stiff competition. Like the time he raced legendary Olympic sprinter Usain Bolt ... to the door of the hotel.

“It was only about five metres. I’m pretty sure I won. I’m also pretty sure it was over before he actually realised it was a race. I still claim that I’m the fastest man alive,” Birkett jokes.

Olympic champion Usain Bolt. Picture: Michael Klein

And then there was the time he met the world-famous conman and fraudster, Frank Abagnale, whose life was made famous by Leonardo Di Caprio in the Hollywood movie Catch Me If You Can.

“He is such a fascinating person with all the fraud he committed and now being a very successful business man. He is one person I would love to sit down with and just listen to him tell stories all day,” says Birkett.

And yes, concierges also get to meet a lot of rock stars who invite them backstage at their concerts.

“I ran in to musician, Ben Harper during his stay and he invited me to his concert at the Enmore Theatre with back stage access. Still to this day, one of the most memorable concert experiences,” says Birkett.

The best rock star moment, however, would have to go to one of his former colleagues who got the opportunity of a lifetime after befriending Matchbox 20’s Rob Thomas during a stay.

“Mr Thomas invited my colleague to his concert that evening as a thank you for looking after him. Unfortunately the staff member had other big plans as he had planned to propose to his partner that night,” says Birkett.

Leonardo DiCaprio as Frank Abagnale in the movie Catch Me If You Can. Picture: Dreamworks

“Mr. Thomas then decided that it would be a great idea to arrange for my colleague to propose on stage in front of the audience. He was over the moon and so was his wife to be!”

So we take it the answer was a “yes” then.

Birkett recently achieved the highest accolade for his profession after becoming the fourth concierge at the Hilton to be accepted into the prestigious Les Clef d’Or association.

“I started as a valet driver at a reputable hotel chain, and quickly worked my way up to porter and later bell captain and doorman. In my next job I learned the craft of a concierge under the watchful eye of a Les clefs d’Or member. It was at a very busy hotel with a lot logistic and time management challenges that require you to think on your feet,” says Birkett.

“I then moved to Hilton Sydney three years ago, where I currently work alongside three other Les Clef d’Or members. When I first came to the Hilton, we only had one member and it has been fantastic to see our team grow to four. We are extremely honoured to be the only hotel in Australia that can claim this.”

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