A gala ceremony held at the Cordis Auckland celebrated New Zealand and Pacific winners of the 2024 HM Awards* on November 2.
Over 200 attendees gathered to recognise the top people, properties and hospitality projects across Aotearoa and the Pacific.
Hospitality Business has selected a number of star winners to highlight and plans to celebrate key industry people and projects over the next few weeks, starting today with concierge award winner:-
Rick Karsten – Chief Concierge Grand Millennium Auckland,
Q. How did you become a Concierge?
A. I’m originally from The Netherlands, and my journey to becoming a Concierge began in 2013 at Pullman Auckland, where I started as a “Welcomer.” It was there that I was first introduced to Les Clefs d’Or after witnessing a fellow team member receive their prestigious keys.
I was fascinated by the role, and quickly became intrigued by what it takes to become a part of this elite network.
I subsequently joined SKYCITY Auckland as a Duty Manager which introduced me to all areas of the hotel business and allowed me to learn from some of the most influential figures in the industry. SkyCity’s Chief Concierge, Shaun Ryan encouraged me to consider becoming a concierge and I took up the opportunity on May 25, 2016.
Les Clefs d’Or
Shaun became an invaluable mentor, guiding me through the intricacies of the Concierge world. Under his leadership, I expanded my network and forged key relationships with stakeholders and suppliers. I was invited to attend the Les Clefs d’Or bi-monthly meetings, where I began to understand that being a Concierge is more than just a job — it’s a lifestyle.
In November 2018, I received my Les Clefs d’Or keys, a milestone that marked a significant achievement in my Concierge journey. The ceremony was made even more special by the presence of Mr Derek Fenn, the Founder of Les Clefs d’Or New Zealand, who attended as a guest. This moment truly embodied the spirit of the Les Clefs d’Or motto: “In Service Through Friendship.” The sense of camaraderie and mutual respect among the Les Clefs d’Or community was evident, and I felt incredibly proud to be part of such a distinguished group of professionals.
Q. Could you explain the role of the Concierge?
A: A great Concierge is, in many ways, the glue that holds a hotel together. Having worked at seven different hotels throughout my career, I’ve gained a comprehensive understanding of the critical role the Concierge plays in the hotel industry. In my current position, my responsibilities span far beyond traditional guest services. I focus on building new business relationships, developing talent, identifying opportunities to strengthen our team, and establishing connections with key stakeholders in the hospitality and tourism sectors. This includes working closely with partners across Auckland, such as Waiheke Island, Rotorua, and Matakana, to enhance our brand’s presence and drive growth.
We facilitate smooth communication between departments and ensure a seamless guest experience. A Concierge also nurtures valuable relationships with tour providers and other external partners, ensuring the hotel’s offerings remain top-notch. Furthermore, as Chief Concierge, I collaborate with my General Manager to identify revenue-generating opportunities and design marketing strategies aimed at boosting sales.
At the heart of it, the Concierge is a brand ambassador, continually striving to create exceptional experiences for guests and elevate the hotel’s reputation within the market. It’s a role that requires a unique skill set, from networking and problem-solving to empathy and an unwavering commitment to service excellence.
Q. Do you have any advice for people seeking to become a Concierge?
A. If you’re considering a career as a Concierge, I recommend watching the film The Grand Budapest Hotel — it’s a charming, albeit exaggerated, portrayal of what the role can be. However, the key takeaway is the importance of building relationships and embracing the adventure that comes with the job.
It’s not a quick road, but with passion, dedication, and an openness to learn, you’ll build lifelong friendships, gain invaluable knowledge, and create memorable experiences for yourself and others. The Concierge lifestyle is one of constant learning and connection, and if you commit fully, you’ll be rewarded in ways you never imagined.
Q. What do you do outside of your work?
A. Outside of my role as a Concierge, I’ve been actively involved in creating and growing Hospitality Circle NZ, a concept designed to foster connections between various industries through the principles of “Manaakitanga” — the Māori concept of hospitality and caring for others.
Our first event, held at LyLo Auckland’s Miss Lucy’s, saw 70 people from diverse industries come together to build relationships, share ideas, and enjoy a fun evening. The feedback was overwhelmingly positive, with many attendees noting how valuable it was to meet people outside of their usual circles. This spirit of connection and community is what Hospitality Circle NZ is all about, and I’m excited for its future.
Madrid 2025
Currently, I am proud to serve as Chief Concierge at Grand Millennium Auckland, a role I have truly enjoyed since joining the team. The support I have received from the Millennium Group, and particularly from General Manager James Billing, has been instrumental in my success. Their encouragement has not only empowered me to excel in my role but has also enabled me to reach one of my most significant professional milestones — being named 2024 HM Awards Aotearoa-Pacific Concierge of the Year.
One of the most exciting opportunities the Millennium Group has provided me is the chance to attend the 69th UICH International Les Clefs d’Or Congress in Madrid in 2025. This opportunity is a dream come true, and I am deeply grateful for the Group’s support in making this possible. The Congress will be an incredible chance to connect with international colleagues, share experiences, and further develop my skills as part of the global Les Clefs d’Or community. I am truly excited for the chance to represent both my hotel and the Millennium Group on this prestigious platform.
* Winners of the 2024 HM Awards Aotearoa-Pacific revealed – Hotel Management
