Concierge Quarterly -- NYC Hotel Concierge Interviews

January 2008
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Growing up under the skies of Staten Island, New York, Roxanne Hancock has
always preserved the idea of etiquette. At an early age, Roxanne took an interest
in the art of fine dining. "Table etiquette is fascinating, important, and a necessity
in social gatherings", she expressed. Roxanne's parents nourished her sense
of style by exposing her to historical NYC Museums culturally significant and
stimulating. She recalls the Brooklyn Museum with her father and days of
exploring the sculptured streets of New York's decadent destinations.

Roxanne Hancock may not have realized it at the time, but her days as a
carefree, cultured school girl has helped her transition into a professional
Concierge at a Manhattan iconic Hotel.

I sat down with Roxanne Hancock and was enlightened by her pleasantries,
persona, and passion...

How did you begin your career as a concierge?

I have worked in many facets of the hospitality industry; from catering to
reception .My very first work experience in the hospitality industry was as a PBX
Operator at the Royalton Hotel. I have been working in the hospitality industry for
years and always knew that I would one day be a part of it, even as a child. My
parents were probably a large reason why. They allowed me the opportunity to
nurture my quest for high society and culture. My first actual Concierge job was
at the Hudson Hotel where I worked for several years. The idea of hospitality
came naturally to me and I was always interested in pursuing a career in the
industry.

What are some of the perks of being a Concierge?

To me, being a concierge is not about the 'perks'. What I am interested in is for
our guests from outside New York having the opportunity to discover and
experience my New York. After visits to the Statue of Liberty, the Empire State
Building and other popular sites, I want my guests to explore off the beaten path
destinations like Grimaldi in Brooklyn to give them a sense of a New York they
might not be familiar with. The New York I grew up in.
And don't get me wrong, there are certain things that being a NYC Concierge
enables me. Such as invitations to premier restaurant openings, seats to
classic Broadway Shows, amongst other things. Being a concierge is a catalyst
in my continued discovery of New York City.

What was the strangest request you ever received from a guest?

Well...there have been odd requests over the years. Nothing to unreal, but I did
once have a guest take a particular interest in acquiring large amounts of
Ducalex tablets. I don't know if you are familiar with Ducalex, but it is a
suppository...a laxative. Anyways, this particular guest kept requesting this
product...in large quantities... Let me rephrase...In extremely large
quantities...But as a concierge, I provided our guest what he required...
And he provided me with a quip that lifted my spirits ;)

Do you have a favorite guest?

Well...working at The Pierre - A Taj Hotel allows me the opportunity to converse
with the elite in our society. We have had many famous people from all over the
world stay at our luxurious hotel. Representatives from the fashion, sports,
broadcast, and business communities have all graced us with their presence
over the years. The Pierre Hotel has stood as a landmark in this city and I am
proud to be a part of such a wealthy tradition.

What advise would you give to an aspiring concierge?

Know your city! Be a social butterfly - Always be open to new experiences and be
patient...be very patient.

Do you have any role models in the Concierge industry?

I can finally say that I have, in fact, found my role model after many years in the
concierge community. I have been fortunate enough to have found a benevolent
mentor in Maurice Dancer. He is one who strives for excellence and not only
meets, but surpasses the expectations of guests on a consistent basis. It is an
honor and a privilege to work along side Maurice Dancer.

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Special thanks to:
Roxanne Hancock
The Pierre - A Taj Hotel
Les Clefs d'Or
NYCAHC
The City of New York

Contributor:
Andrew Brodsky