Unsung Heroes
As we prepare for spring break or plan our travel schedule for the rest of the year, it's important to reflect on the roles of individuals making our travel dreams come true. We would like to recognize some hard-working and humble staff from a few of our favorite properties. Of course, it’d be impossible to feature everyone’s story, so here’s to all the unsung heroes taking care of you on our behalf!
Laurent - First Voiturier at Le Bristol Paris
A few years ago, a dear Irish couple returned to Le Bristol. They were traveling with their dogs, Lola and Homer, the latter being a facetious and feisty little thing. One evening, as the guests were just opening the door of their first-floor suite, Homer made a run for it and dashed straight out of the hotel before anyone could stop him.
Laurent immediately sent two of his chaps in the direction the dog had taken, warning everyone on site about what had just happened. Two more team members followed suit; the four planned to walk four different routes and ask everyone they came across whether they had spotted a dog running scared and wearing a bright orange scarf.
The night was fast approaching. It was May, and the light of day was long-lasting, thank goodness, and Paris was already heaving with out-of-towners! It became evident to Laurent that his team would probably need more help to track Homer’s exact whereabouts. He then had the brilliant idea of printing out a picture of Homer under which we wrote that whoever had information should call our 24-hour hotline, which we then created (that was all before WhatsApp!) and that, if someone found the dog, they would get a lovely reward!
Three additional colleagues joined to distribute the pamphlets to every taxi driver, tuk-tuk driver, vendor on the streets of the 8th district, etc., all the way down the Seine River by the Alma bridge.
The first night fell on Paris, and Homer was still nowhere to be found. Thankfully, a miracle was in the making!
A young waiter from a Russian restaurant (near the Alma bridge) was walking a dog that resembled Homer on the Champs Elysées. A tuk-tuk driver stopped him and asked him when he found the dog and showed him the pamphlet Laurent had made. The man walking the dog called the hotline there and then!
Homer was back with his owners “just” 36 hours after having dodged their watch. Both the young waiter and his driver friend left our Café where they had come to return Homer a touch wealthier and having made hundreds of people working at Le Bristol happy again!
Maria Wittorp - Chef Concierge at The Mark, New York City
Maria Wittorp is one of the most talented and genuine individuals in the luxury hospitality industry. With over 30 years of experience, Maria is The Mark’s Chef Concierge.
A member of Les Clefs d'Or USA, Maria's passion and genuine care for curating memorable experiences is felt by thousands of guests. She speaks five languages, and her motto is "The answer is always yes; what is your question?"
One of her most reMARKable moments was arranging cast members, both past and present, from The Phantom of the Opera to perform for a guest in The Mark Penthouse suite. This specially curated experience was a surprise arrangement as Maria learned about the guest's passion and love for The Phantom of the Opera and disappointment with its discontinuation on Broadway. This unexpected and heartfelt moment created a long-lasting memory and is a prime example of how Maria's creativity, organization, and hospitality skills are invaluable.
“Nothing is impossible because it's concierge-able." – Maria Wittorp
George – Landscaper at Cap Juluca, A Belmond Hotel, Anguilla
In the tropical landscapes of Cap Juluca, there's a man who embodies the spirit of the resort like no other. George, also known as IDavis, is not just a landscaping specialist; he's the heartbeat of Cap Juluca, having been a part of its journey since the 1980s when he helped build this haven.
A native of the island and a devout Rastafarian, George's kindness and dedication to guests are legendary. One touching story involves a pregnant guest who found every bed on the property uncomfortable, including the sunbeds! She shared her concerns endlessly with management. George, ever observant, dug a hole in the sand for her, ensuring her comfort daily, along with a supply of coconut water and jelly. This act of kindness left a lasting impact. The couple named their child George in his honor and returned to the property with the little Julucan.
His kindness doesn't end there. George is now known as the “Coconut Man,” delighting guests, especially moms-to-be, with fresh coconuts known for their health benefits. He's also the green thumb behind secret healing spots on the property, planting Aloe Vera trees for sunburn relief. When he's not landscaping or providing impromptu beach comforts, he’s out fishing, and all his catch goes to his Julucan family.
So, next time you visit Cap Juluca, keep an eye out for George – the Coconut Man. His infectious "One Love" greeting and heartwarming antics are the soul of this paradise.
Morgane Delasseaux - Guest Experience Manager at Airelles Château de Versailles, Le Grand Contrôle, France
Morgane joined Airelles Château de Versailles for the pre-opening in 2021 and has been the Guest Experience Manager since January 2024. Ever since, she’s gone above and beyond for guests.
One sunny afternoon, a guest decided to explore the Grand Canal in the Park of Versailles, complete with a picnic. As the evening approached, she called Morgane to arrange a pick-up in one of the hotel’s golf carts. Morgane and her team made the most of this opportunity to create something truly special for this guest by surprising her with a charming rowboat instead! Her face lit up, and she was able to enjoy beautiful views from the water. Because Morgane loves finding ways to turn something ordinary into an unforgettable memory, she then arranged a car for the short distance to the hotel at the perfect time for an exclusive visit to the Château de Versailles.
This freedom to be spontaneous added an extra layer to the guest' experience.
Thabani Rawe – Front of the House, Deputy Manager at Mont Rochelle, Franschhoek, South Africa
Thabani started at Mont Rochelle in October 2017 as a driver. He is a passionate individual who is always eager to learn and has a growth mindset. Through hard work and dedication, he was promoted to a reception/relief night audit within 12 months of joining Mont Rochelle. Due to his passion, clear drive, and ambition, the company recognized Thabani as an individual who has a sense of commitment, is customer-focused, and is a team member with the potential to reach the stars!
In 2022, he was promoted to Junior Duty Manager, and after a year in the position, he was promoted again to Duty Manager based on his dedication to the brand and feedback from peers and customers alike.
Thabani is always the first to put up his hand when there is an opportunity to learn and grow. He recently completed a basic counseling skills course to be the first of Mont Rochelle's mental health first aiders. From humble beginnings as a porter in the Franschhoek Village to Deputy Manager at Mont Rochelle. Thabani says that "Mont Rochelle changed his life." However, it is Thabani who needs to be recognized for changing lives with his gentle and warm approach.
Thabani is an individual who will literally walk the extra mile for (and with) guests, even if it is miles away, just to show them where to go. And yes, he has done this before.
Lionel Chadwick - Head Butler and Coachman at Ballyfin Demesne, Ireland
Lionel's connection with Ballyfin started during the extensive 9-year restoration from 2002 to 2011. A carpenter by trade who helped work on some internal stairs in the house, his easy nature and passion for Ballyfin stood out and resulted in him joining the team before opening the hotel.
As Head Butler, he is a primary point of call for guests. He leads a team focused on delivering outstanding care and service to those staying at Ballyfin. But his true passion is to be out with the guests, sharing the Ballyfin Estate on the Horse and Carriage experience. In one hour, guests learn about the estate, the history of the house, and the generations of people who have lived at Ballyfin. He shares an overview of Irish culture, which is delivered in a humorous way. He is always willing to share his knowledge and passion with those interested in horses and driving a carriage.
Sidi Ibrahim - Host and extended family of Amanjena, Tighdouine, Morocco
A scenic one-hour drive from Amanjena, heading south along the road to Ouarzazate, provides a beautiful introduction to Morocco.
Explore the pathways that wind between mud-walled houses before experiencing the hospitality of one of the owners of these traditional Moroccan dwellings.
Be welcomed with warm hospitality and discover the home's straw-woven Hammams and earthen bread ovens that date back centuries.
Get to know one's hosts, who provide a rare snapshot of true Moroccan generosity, while you relish an authentic lunch prepared on sight. The host in question is Sidi Ibrahim (Sidi is Mr. in the local language). Sidi Ibrahim and his family welcome you like you're part of their family - a ritual at the heart of Morocco's rich hospitality tradition. Sidi Ibrahim is always waiting for you with a delicious home-cooked meal in his family's mud-walled High Atlas home and loves to share his bounty from the village markets.
Anna - Spa Therapist at Bulgari Hotel Tokyo, Japan
Anna's primary focus is to create a calm and sacred place for her clients so they may embark on a holistic sensory journey that engages all five senses. While seemingly indeliberate, each gesture – from the timbre of her voice to the grace of her movements – is purposeful.
As a spa therapist, Anna appreciates introducing innovative treatments and the latest well-being therapies to ensure an extraordinary experience rooted in mind, body, and spirit rejuvenation. She is always ready to share her signature treatments and world-class techniques, hoping guests will leave her treatment room feeling appreciative of her technique and intentional movements.
Anna takes pride in being deliberate in all her actions, even those seemingly unnoticeable, such as opening doors or walking down hallways. While they may sound unrelated to her role as a "therapist," several guests have expressed that her presence, not only in the treatment room but in all aspects of their interaction, created a sense of tranquility and rest. Anna says that through this interaction, she reconfirmed the exceptional nature of being a "therapist" with the ability to create both a physical and mental impact on her guests.