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Les Clefs d'Or, the keys to possibilities

By: Alejandra De La Garza / 05 Mar 2024
Les Clefs d'Or, the keys to possibilities

Easily recognizable, the crossed golden keys fastened to the lapel of Les Clefs d'Or Concierge members represent the foundations of the organization: Service and Friendship. They are also evidence of a brotherhood connected in every corner of the world and committed to setting new standards for better customer service.


What is a Concierge and What Do They Do?

The origin of the term dates back to the 4th century and comes from the Latin conservous, meaning ‘the guardian of the candlesticks.' This referred to the personnel responsible for fulfilling the wishes and requests of visitors to the royal palaces in France at that time.

Currently, resorts, hotels, or five-star residential buildings have at least one Concierge because their role is to make possible what might not be possible for the guest.

Specializing in customer service, the Concierge takes care of satisfying guests' needs to provide them with a pleasant and worry-free stay. Among their main responsibilities are:

  • Welcoming guests
  • Handling special requests
  • Managing email
  • Planning transportation and excursions upon guest request
  • Providing information and recommendations about local attractions, shopping centers, restaurants, entertainment, nightlife, and recreation
  • Organizing tours and activities
  • Reserving dinners/events for guests
  • Obtaining tickets for events
  • Organizing special services
  • Developing a network of contacts, service providers, and businesses in their community to attend to guests
Photo: Casa Velas


The Beginning of the Organization

In the mid-1920s, a group of 5 concierges from different hotels in Paris, under the direction of Mr. Pierre Quentin, was trying to organize. They decided to meet for dinner at a restaurant in hopes of strengthening their bond. With 11 people present, this dinner marked the first instance of professional concierges meeting as a group.

In just 4 weeks, the new organization was ratified in the first General Assembly. With more than 75 delegates present, Mr. Pierre Quentin was elected as the first president of Les Clefs d'Or in November 1929.

Being part of this exclusive organization is both an honor and a challenge. Aspirants require many years of experience in the industry, must pass a comprehensive evaluation, and demonstrate their ability to provide the highest quality customer service. After overcoming these tests, concierges will be honored to wear the golden keys on the lapel of their uniform.


Photo: Lesclefsdor


The Keys to the Oasis

Having a Les Clefs d'Or Concierge is an honor for the hotel they are part of because the guest experience will be enhanced and supported by a network beyond borders, with around 4,000 members in 80 countries worldwide. This means that if a guest in Puerto Vallarta needs tickets for an event in another city or even another country, the concierge, who is a member of the organization, will contact a colleague to make the impossible possible.

For this reason, we are proud to inform you that the personalized service that characterizes Casa Velas will be enhanced with the addition of our Les Clefs d'Or member Concierge, Denis Urbina. Her presence represents our commitment to exceeding our guests' expectations with the unique magic of the hotel. Learn more about the insignia from Denis herself: Casa Velas | From daily to extraordinary with Denis Urbina, our Les Clefs d'Or Concierge ( 



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