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Congratulations to Magali Brandariz on winning Forbes Travel Guide’s prestigious Young Concierge of the Year award! Fantastic recognition for her achievements as chief concierge of the Palacio Duhau – Park Hyatt Buenos Aires and as the vice president of Les Clefs d’Or Argentina. A double winner, she also received the Denis O’Brien Award, an honor given to the best young concierge in the world by Les Clefs d’Or. Clearly Magali is an outstanding concierge, let's learn more about her career path in the hotel industry and tips for success!
Huge congrats Magali! Tell us, where are you from, how old are you and what was your first job in hospitality?
Firstly, thank you for welcoming me and allowing me to pursue my passion in this extraordinary hospitality industry. I am a native of Buenos Aires, Argentina, currently 31 years old. My journey in hospitality began in 2016 as a telephone operator, where I was first introduced to the fabulous Concierge world and from that moment on, I knew I would someday become Clef d´Or.
What led you to becoming a concierge and why do you love it? (If you speak a few languages, please mention that here).
The Concierge profession involves my two greatest passions: hospitality and the tourism industry. This role allows me to enjoy the best of both worlds. From the moment a guest begins their travel journey until they depart, I become their trusted companion, ensuring their experience at the premier luxury hotel in Buenos Aires meets the highest standards of service and hospitality.
On one hand, I serve as a city ambassador, constantly seeking out the latest openings in Buenos Aires, the best tourist attractions, and dining recommendations. On the other hand, I am continually advancing professionally to enhance the hotel guest experience and deliver unforgettable moments. I speak 4 languages: Spanish, English, French and Portuguese.
What unique skills do you believe are essential to succeed as a concierge, and how have you developed and nurtured these skills over time?
I would definitely emphasize curiosity, broad cultural knowledge, discretion, and teamwork. Keeping abreast of the latest developments in all fields—be it sports, arts, gastronomy, tourist attractions, geography, or politics—is essential because one never knows what our guests may inquire about. Therefore, possessing a solid foundation of general knowledge is crucial to adapt to various conversations. Our guests often become our closest confidants, necessitating the utmost respect for their privacy above all else.
Lastly, a Concierge's effectiveness is greatly enhanced by teamwork. While we may not always have immediate answers, knowing whom to approach is indispensable. This underscores the importance of our Les Clefs d'Or motto, "In Service Through Friendship."
In your view, what sets a good concierge apart from a great one?
Undoubtedly his passion for service. A good Concierge can recommend the finest traditional restaurant in Buenos Aires and secure reservations for your lunch. However, an exceptional Concierge understands that your request for a traditional restaurant reflects your desire to immerse yourself in our local culture. As such, he ensures that during the turndown service, your room is adorned with a thoughtful amenity featuring homemade "empanadas" and a recipe, allowing you to recreate this typical dish at home.
Looking back, which challenges did you face on your path to becoming an award-winning concierge, and how did you overcome them? Did you have mentors along the way?
I have always embraced challenges, believing that success is unattainable without them. Whenever I feel ready for the next step, I take the leap. I consider my three greatest challenges to be: becoming a Clef d'Or, which requires a significant journey to earn those renowned golden keys; beginning my role as Chief Concierge at the premier hotel in Buenos Aires, Palacio Duhau – Park Hyatt Buenos Aires, organizing a new Concierge team after the pandemic, where we successfully built a team from scratch and transformed it into a group of exceptional service providers and magic makers; and being honored by Les Clefs d'Or International and Forbes Travel Guide as the Young Leader Concierge of the Year, competing with the finest Concierges worldwide. Fortunately, I have had many mentors along the way, both within the teams I have worked with and in our local Les Clefs d'Or Association. I am proud to say that I have become the person I am today thanks to their guidance and support.
According to Les Clefs d’Or’s, only about 30% of concierges worldwide are women. Why do you think there are not more female concierges and do you see this changing?
It is true that, historically, this was a predominantly male profession with few women seen at the Concierge desk. However, I am confident that this trend is evolving, and I am observing more women not only joining the teams but also leading them toward the highest standards in hospitality service. It is no coincidence that, in the last six years, the winners of the Young Leader Award have been women.
Thank you, Magali!
For more information on Les Clefs d'Or, please read our interview with our Male Ally of the Month for July 2024: Burak Ipekci, Head Concierge at London’s Royal Horseguards Hotel + the International Secretary of Les Clefs d'Or