A Lifetime of Excellence in Concierge Service

Thomas Wolfe is a distinguished expert in the concierge profession, with over 50 years of experience in hospitality. Starting his career at the Watergate Hotel, he went on to work at iconic locations like the Ritz London and the Fairmont San Francisco, where he launched the first concierge program in the U.S. Wolfe became the first U.S. member of the Clefs d’Or and played a key role in shaping the concierge profession nationwide. His dedication to service and personal connections continues to inspire the industry today.

Recognizing Thomas Wolfe’s extraordinary five-decade career in luxury hospitality and his pioneering role in establishing the concierge profession in the U.S, this exclusive feature offers a rare glimpse into the evolution of concierge service, from its European roots to its lasting impact on North American hospitality. Wolfe shares his journey, the challenges of building a profession from the ground up and the personal philosophy that continues to inspire generations of hospitality professionals.

From Early Beginnings to Concierge Expertise

My journey in the hospitality industry started in the 1960s at the Watergate Hotel in Washington, DC. After that, I moved to England as a receptionist at the Ritz Hotel in London. During this time, I had the privilege of meeting the head concierge, Victor Legg. Victor had been with the Ritz for many years and had immense industry knowledge. He deeply impressed me, and then I realized being a concierge was the role I wanted to pursue. The concierge profession embodied everything I admired—the ability to know a little about everything. I’ve always considered myself a “generalist,” someone who may not know everything in detail but can recognize and understand a wide range of subjects.

Victor Legg taught me a great deal about the skills needed to excel as a concierge and the importance of making connections. In this profession, building relationships with local establishments is essential. I remember that he would frequently make personal calls to restaurants and businesses to ensure that guests were treated exceptionally well. Even though I was American, which was unusual then, Victor took me under his wing. Every day, we’d have tea in his tiny office behind the concierge desk, where I received a master class in concierge work. This is where my passion for the role truly began. After leaving London, I moved to Paris and worked at the Lancaster Hotel, where I learned from another great mentor, Pierre. He helped me understand how things worked in Paris—similar to England in some ways but with its distinct approach. Eventually, I returned to Washington, DC, and worked at the Madison Hotel before moving to San Francisco to work at the Fairmont Hotel. At the Fairmont, I was hired as an assistant manager, and after about a month, the owner of the hotel, Richard Swig, approached me. He knew I had European experience and spoke several languages. He mentioned that he had been trying to establish a concierge program at the hotel but couldn’t make it happen. I immediately knew what he was talking about and offered to take on the mission of launching the concierge service. This marked the beginning of my journey into the concierge profession in the United States. Through my connections with Victor and Pierre, I was introduced to the Clefs d’Or or Golden Keys Society and became the first member from the U.S. It was a tremendous honor, and I was incredibly proud to achieve that distinction, as becoming a member of Clefs d’Or is not an easy feat.

Development of Concierge Culture in the U.S.

At that time, the concept of a concierge didn’t exist in the U.S. hospitality industry. My vision was simple: every luxury hotel should have a concierge. At the Fairmont, I took on the task of developing a concierge program from scratch. I made it my mission to learn more about the city, build relationships, and gain knowledge to offer comprehensive services. Eventually, other hotels in San Francisco, such as the Clift Hotel, took notice of the concierge services we had developed at the Fairmont. I trained one of their managers to become a concierge, and soon, we had about 10 members from various hotels.

Realizing the importance of uniting concierges in the U.S., I sought to create a U.S. section of Clefs d’Or, which, at the time, was primarily a European organization. This was no easy task. I spent years gathering support, creating bylaws, and drawing up the necessary paperwork to submit to the head office in Paris. I attended my first Clefs d’Or international conference in Lisbon in 1976, where I presented our proposal. By the following year, we had our section in the U.S., and I was chosen as the first president of the U.S. section in 1978. This was an incredible achievement, as it marked the beginning of a professional community of concierges in the United States. The formation of the U.S. section also broke barriers, as we welcomed the first female concierge, Holly Steel, into the association, which was previously a male-dominated field.

The Essence of Concierge Work Today

For me, every day is a new adventure. I’ve been working at the Fairmont San Francisco for over 30 years, and what keeps me energized is the constant variety in my role. Each day brings a new challenge, whether interacting with a guest like the Dalai Lama or someone like Mike Tyson, whom I had the privilege of caring for when he was the world heavyweight champion. This diversity is what makes the job exciting.

I also find fulfillment in knowing that my work goes beyond serving guests. It’s about making connections, creating memorable experiences, and offering personalized service that leaves a lasting impact. The true reward in my profession is not the financial aspects or tips but the satisfaction of helping people. I’ve had moments where I’ve gone out of my way to make someone’s experience special – like when a family whose father had passed away in Afghanistan came to the hotel. I took them on a tour of the cable car museum and arranged for them to meet the park ranger at Alcatraz. For me, that’s where the real value lies – in creating memories that last and giving back in ways that may not be immediately visible but are felt deeply.

Wisdom for Future Hospitality Professionals

If I could offer advice to young professionals entering the hospitality industry, it would be to approach the job with the same spirit of giving as someone in the medical or educational field. Nurses and teachers, for instance, have a unique ability to give selflessly, often in challenging circumstances. This defines the best hospitality professionals–the willingness to give without expecting anything in return. The key to excelling in this industry is to have a big heart and a strong desire to help others.

Another important piece of advice I would offer is to remain humble. I’ve encountered people who were overly confident in their abilities, boasting about their skills or language proficiency. While it’s great to have confidence, the best professionals keep their egos in check. In this line of work, humility and empathy are crucial because you’ll never know the whole story of a guest’s life or what they’re going through. As a concierge, your role is to offer support, understanding and service, no matter the circumstances. Remember, the most rewarding compensation is your impact on someone’s life and the joy they experience because of your help.