Faces in the Crowd: This Hyatt concierge is the master of guest requests
By Jena Tesse Fox | Dec 19, 2017 1:07pm
After almost 30 years as a concierge in Chicago, Donald Crossley has seen plenty of change in what kind of help a guest needs—but he also knows exactly how to make sure a guest walks away impressed. The Hyatt Centric The Loop Chicago’s concierge never studied hospitality, and would never have even considered a 30-year career in hotels if a doctor hadn’t suggested it. “I was working in a hospital and one of the physicians thought that I was [great at] taking care of his patients,” Crossley recalled. “He said, ‘You belong in the hotel industry.’ I said, ‘I don’t know anything about hotels.’” But the doctor had some connections in the industry, and after an interview, Crossley was offered a position as a concierge at the Hyatt Regency Chicago. “To be honest, I actually told them, ‘What is a concierge? What do they do?’ They said, ‘You would basically tell people where to go and what to do.’ I said, ‘I’m good at doing that!’” And apart for a brief stint at a Hilton hotel, he has remained with Hyatt hotels in the city since.
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