The word concierge has evolved quite a bit since the profession's obscure beginnings.

The Oxford English Dictionary defines concierge as: 1.The warden of a house, castle, or prison; (the title of) a high official in France and other European states, having custody of a royal palace etc. 2.In France etc.: a doorkeeper, porter, etc., for a building, esp. a block of flats, (from L conserves fellow slave). Such a definition only tells some of the story, however.

Once upon a time, in castles across Europe, lords and ladies entertained lavishly. No one knows exactly when, but the position of concierge was born out of the need for someone to take responsibility for the host's guests' comfort. The concierge was responsible for catering to every whim and wish of visiting nobles. He was often the holder of the house's keys, and held an important position in the household.

The title of concierge developed many meanings as the centuries passed. A concierge could be a prison warden, a doorkeeper, a building manager, or a palace custodian. In each of these positions, the concierge solved problems, catered to clientele, and generally provided exemplary service to those in his or her care.

With the advent of steamship and rail travel, the term concierge received a huge boost and entered the travel lexicon. Travelers arrived at luxurious hotel properties from around the world. Hotels needed a professional problem-solver, much as royalty and gentry had in earlier times. They turned to the concierge. Concierges had the connections and natural abilities to complete the most challenging requests and accommodate the highest caliber of guest. The hotel concierge first appeared in the finest hotels of Switzerland and France, carrying on the traditions of impeccable guest service begun in royal households. In the modern day, as in the Middle Ages, the concierge sets the standard for guest service.

It wasn't until the mid-seventies that the position of concierge began to emerge in the United States. San Francisco was the founding city of the United States chapter of Les Clefs d'Or, an international organization of hotel-employed concierges. Currently the U.S. chapter, Les Clefs d'Or USA, Ltd., has approximately four hundred members. Internationally, the association is about four thousand members strong.

With Les Clefs d'Or, the reputation of the concierge increased. More hotels began to embrace the position of concierge. Concierges in the present day are not only a hotel guest's best friends, assisting with reservations, theater, local attractions, and local culture, they also help the hotel itself. Salespeople in hotels often rely on concierge magic to get their clients into top destinations. Often this demonstration of quality service will favorably impress a client. The benefits of concierge connections are obvious.

Today, as in the past, the concierge plays a very important role in a guest's experience, serving as an example of guest service excellence.