Holly Stiel is a world renowned hospitality and customer service expert and trailblazing service philosopher who innovated a method of training based on the practices and principles of the world-class concierge. Her teaching has been heard in 25 languages, from Japan to Johannesburg, for businesses ranging from The Bank of America to NASCAR.
Even in a profession defined by superlative service, Holly Stiel stands out as an authority and pioneer in the field of concierge services. In 1976, Stiel became the first female concierge in the country when she created the desk at the Grand Hyatt Union Square in San Francisco. Two years later, she was the first American woman to be admitted to the exclusive Les Clefs d’Or Association for concierges. She has received the association’s Lifetime Achievement award for her broad contributions to her profession.
Her books, “The Art and Science of the Hotel Concierge” and “Ultimate Service, The Complete Handbook to the World of the Concierge”, are considered the definitive work on concierge service for hotel professionals. She also authored “Thank You Very Much –A Book for Anyone Who Has Ever Said, “May I Help you?” Her book “The Neon Signs of Service” advances the idea that the development of simple skills can elevate customer service into an art form.