Sharezal Abdul Wahid, a member of Les Clefs d’Or, tells Petrina Anthony about his experience as director of concierge at The Majestic Hotel Kuala Lumpur.
There is a preconceived notion that relates concierge services to only handling luggage, recommending restaurants and giving out other information to guests. However, at The Majestic Hotel Kuala Lumpur, Sharezal Abdul Wahid believes that the concierge team are ambassadors of the hotel.
“I want guests to have the best experience from the moment they arrive, right up to the point that they wave goodbye.”
With nearly 15 years of expertise in the hospitality line, it was clear why Sharezal received the exclusive invitation to join Les Clefs d’Or, the Society of the Golden Keys an elite fraternity of concierge professionals.
We speak to him to find out more about the affiliation and his experience of handling guests.
How long have you been a member of Les Clefs d’Or?
I was accepted as a member in 2011, nearly nine years after I was employed as a concierge, upon graduating. Since then, it has been an exciting journey as it gives me the opportunity to meet and network with not only fellow associates from all over the world, but also public figures like heads of state, celebrities, company CEOs and restaurateurs.
What is a main challenge faced by the concierge?
Our challenge is to always be a step ahead of technology and in the know of current and future trends. By staying well connected, we are able to be on top of our game and advice our guests on the best time to purchase tickets, when to enjoy a trip with good weather and get them a table at the best restaurants despite it being fully booked.
Have you gotten any unusual requests from guests?
I once had a guest who forgot his wife’s birthday, and she was home in Germany. From Malaysia, we arranged for her favourite flowers and a gift to be hand delivered to her doorstep, just as she came home from work—thankful for the time difference between KL and Berlin! In some situations, we also manage things with the help of our international counterparts from Les Clefs d’Or.
We heard about the Concierge Recommends newsletter, could you tell us more about it?
Initially it began as a reading material for our fellow colleagues, and I would compile and share the latest happenings in and around town; it was circulated internally via email on a monthly basis. After a few months, the management suggested that it would be good for our guests, too. Therefore, the first issue of Concierge Recommends was printed and distributed in April 2015. Not long after, our sister property, the Gainsborough Bath and Spa in the UK followed in our footsteps.
We’d also like to know more about the Majestic Club.
The Majestic Club is an exclusive benefit extended to our guests residing in any of the 47 rooms or suites located in the Majestic wing. The access includes 24- hour personalised butler services, complimentary laundry and minibar, in-room breakfast, plus complimentary afternoon snacks and evening cocktails served exclusively at the Majestic lounge.
The Majestic Hotel Kuala Lumpur
Check out the majesty of the Majestic Hotel when it served as a brilliant backdrop to our Jaeger-Leoultre special featuring Datin Yvette Kang and Angela Karto.