KEY Magazine Fort Worth

GUEST SERVICES

Hotel Service with an Extra Smile

Renaissance Worthington Hotel concierge, Layne Wheeler, offers sound advice on how to gain career success. "You can have all the education and training it takes to become a successful concierge," Layne explains, "but if you don't have a passion for service, you won't succeed."

Layne formulated this approach when he joined the Worthington in 1994. He was simultaneously studying for a hotel management degree. After graduating, he accepted a permanent position with the hotel. "I quickly learned the value of good interpersonal skills. You have to make your guests feel comfortable," Layne says. "Tell guests what you can do for them, not what you can't. If their needs are beyond your reach, offer them alternatives."

Layne also gives credit to the tools of his profession – the information he delivers to guests. "Key Magazine is my life source," he explains. "Guests need directions. I either have to write them out old-school style or grab the magazine and show them the maps and entertainment listings. I opt for the latter. Key Magazine makes my job easier."

Layne has hosted numerous celebrities during his tenure. "My favorite is movie star, Bill Paxton. He was born locally and attended Arlington Heights High School with my brother. I've found that most celebrities are gracious and charming."

Layne offers this advice for concierge career success. "Learn how to deliver a cordial good-bye," he asserts. "When people are leaving for home I don't feel comfortable just saying ‘good-bye' or ‘have a good day'. Ill ask them where they are headed. When they tell me their destination, I give them my trademark response – Tell everybody I said hello when you get back."

That farewell has helped Layne meet his career goal – to make every guest feel like they never really left home.

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