From Elevator Operator to World-Class Concierge: My Story – Richard Lee, InterContinental Mark Hopkins [San Francisco Sundays]

In this episode, Richard “Ric” Lee, the concierge at the Intercontinental Mark Hopkins in San Francisco, shares his career journey in hospitality and what he’s learned about providing hospitality with excellence.

• Early Career and Introduction to Hospitality (01:18) – Learn about Ric’s start in the hospitality industry, influenced by his mother, and his early roles at the Fairmont Hotel.
• Transition to Concierge and Mentorship (03:06) – Discover how Ric transitioned to the role of concierge and the mentorship he received from Thomas Wolfe.
• The Role and Skills of a Concierge (10:27) – Understand the key skills and attributes that make an effective concierge, including the importance of listening, knowledge, and passion.
• The Importance of Local Knowledge and Adaptability (16:24) – Hear about the significance of local knowledge and how Richard adapts to new locations and hotels.
• Advice for Aspiring Hospitality Professionals (17:51) – Get valuable advice for those new to the hospitality industry, emphasizing the importance of kindness, research, and staying current.
• Why Visit San Francisco and the Intercontinental Mark Hopkins (19:39) – Learn about the unique charm of San Francisco’s neighborhoods and why the Intercontinental Mark Hopkins is a great place to stay.
• Personal Connection to the Hotel and Future Plans (22:32) – Ric shares his personal connection to the Intercontinental Mark Hopkins and his plans for the future, including writing a book about his life in hospitality.

This episode is sponsored by Revenue Analytics. Listen to my conversation with Dax Cross on how centralizing revenue management enables the next wave of innovation.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands