Olivier Desbois has worked as a concierge for almost 40 years and the last 18 at Le Grand Bellevue Gstaad. He is highly respected, the consummate professional and has been a member of The Golden Keys – the professional association of hotel concierges – for 35 years. GstaadLife caught up with Olivier to learn what it takes to be a great concierge.

What inspired you to become a concierge?
There’s a saying that if you choose your job well, you won’t have to work a single day in your life. That’s how I feel. I realised at a very young age that I have a great memory, a talent for languages (I speak 17 of them) and patience with people. This makes the job perfect for me.

What makes an excellent concierge?
A good memory is extremely important. I don’t write things down because I can remember everything: names, phone numbers, reservations, room numbers, everything. We have 57 rooms, but even if the hotel is full I memorise all the little details to make the guests feel special – like the newspapers they read and important dates for them. I want our guests to feel like they are at home in the hotel.

We are their guide, they look to us for certainty. It’s not about saying “go to this restaurant, visit this church”. When we provide recommendations it’s important to do this with flair and to create a sense of emotion in them.

What is your top recommendation for guests?
I love the authenticity in the region. There are many beautiful villages, but my favourite is Rougemont. I love the architecture and the wonderful church from the eleventh century.

How do you stay calm in a highpressure environment?
I have the confidence that I will manage everything. If I receive ten requests at the same time, I know I can handle it all, so why should I be stressed? It’s a great advantage to be able to stay calm and memorise everything. I also worked in Mexico where I learned how to be extremely patient!

But it is really my son who has taught me the importance of remaining calm. He is the source of my energy and motivation and without him I would not be able to perform so well in my job.

How do you build and maintain strong relationships with guests?
You know what’s important to me? It’s not to be the best. That’s not enough. But to be exceptional – now that is enough. Years ago a guest – a professional musician – told me one morning he was missing shoes for the evening concert. I worked with my contacts to get a pair delivered to him on time. It was a lot of work and a big challenge, but I was so happy to serve the guest.

I always remember we are ambassadors of this hotel, of this region, of Switzerland. Our guests expect high-quality, but my goal is to exceed their expectations. The great working environment at Le Grand Bellevue certainly helps me to perform at my best.

As a recent guest wrote: “Olivier, who speaks more languages than anyone I have ever met, was a joy to have at our disposal. He is a treasure of knowledge.”

That’s my contribution: to make a connection with the guests, to make them feel comfortable and to be part of the reason why they return year after year.

ANNA CHARLES