In Wes Anderson’s masterpiece, “The Grand Budapest Hotel”, Ralph Fiennes as Monsieur Gustave H., fully honours his role as a concierge. With his loyal assistant Zero Moustafa at his side, the concierge does whatever it takes to keep the hotel’s reputation from being tarnished.
Today’s concierges are more flexible than Monsieur Gustave H., always insisting on satisfying even the most eccentric demands of their clients. They know that their phone must be on at all times and their laptop ready for the next booking, whether it’s a table for four at a restaurant or a private shopping experience at a luxury brand boutique.
For the last few years, Ioanna Mourtarakou has been a concierge in Mykonos and, just like Monsieur Gustave H., she always gets first-hand inside information that she never reveals. In fact, what Ioanna does is listen to her clients’ needs, build a trusting relationship with them and, most importantly, ensure them plenty of leisure time during their holiday. I met her shortly after her arrival in Mykonos and she told me all about her experience as a concierge on the most glamorous Greek island.
Lately, we’ve been hearing more and more often the word concierge, a word that in our country has become associated with top-notch tourist services. Could you tell us what a concierge does?
In the tourism sector, the term concierge refers to a person who deals exclusively with a client and settles requests or deals with difficult situations during the client’s holiday: from finding a particular car model that the client wants to drive while on the island to locating a lost suitcase. Our day-to-day responsibilities include arranging private flights and yacht trips, as well as making reservations at restaurants and nightclubs. Everyone who does this job spends endless hours in front of a computer.
One does not do the same activities in the desert that one does on a Greek island, thus every destination has its own concierge. The latter needs to know in depth the destination they represent, as well as how to treat their clients, both in good times and bad, as a concierge usually spends a lot of time with them.
In Greece and especially in Mykonos, customers are content with quite simple things, such as enjoying the sunset with a cocktail in a beach bar, or having a nice meal in Hora -the main town on the island- and of course taking lots and lots of pictures to keep those memories alive. Some people pay more money for the same experience than others. This, of course, can make the experience completely different.
Why do we have more concierges in Mykonos than anywhere else?
Mykonos is the “Big Apple of Greece”, in other words a land of choices. The island has been described as the flagship of bohemians, who felt able to enjoy everything here without being judged and that’s exactly what won them over. The island’s boisterous and fun hangouts (such as Pierros) became a trademark. Recent costly investment made on the island have significantly changed its image and have attracted a more demanding clientele.
What are the qualities of a good concierge? How does one follow this profession?
I will tell you about my own experience. I do not think that there is a “right” way to get where you want to go. I studied Business Administration at the University of Piraeus and somehow I always knew I wanted to do something of my own. I like the independence, freedom and creativity that come with it. I occasionally attend seminars on tourism, decorating and anything that I find interesting and relevant to my work so that I always keep up to date. Mykonos came up by chance. Years ago, a Myconian friend invited me to work in her hotel as a concierge for a season. I ended up staying on the island for nine years. I still thank her. The island suited me very well and I loved the work. Although I had previously worked in the hospitality sector, Claims Management undoubtedly won me over from the very first moment.
What’s the most eccentric thing you’ve have ever been asked to do and how did you handle it?
I remember one time when a Lebanese client needed a barber to trim his beard and we couldn’t find one in Mykonos. So we looked for one from Athens, who arrived on the island by helicopter, just to cut the customer’s beard. All this cost him about 6,000 euros.
Knightsbridge Circle (a concierge club) claims to have been able to supply its customers with Hermes Birkin bags in a matter of hours, while the waiting list is up to 2 years. Is this something that can be done?
By air, any product can reach the island directly. Surely several hours will have elapsed since its order. Of course, it should be noted that how quickly the product will arrive depends both on the nature of the product and the amount of money the customer offers in order to be served even faster. It is a fact that the latest fashion in clothing, accessories and jewellery arrives on the island. In fact, major fashion houses are creating collections dedicated to and inspired by Mykonos. For example, I’ve seen a watch from a well-known brand with a windmill-like gear on the dial, as well as Saint Barth beach bags designed and labelled for Mykonos.
Is it an expensive service? Who is it aimed at?
What one actually pays for is something intangible. In a way, we make the customers’ lives easier and we save them time. Our job is to make sure they don’t wander aimlessly around an island or a city with absolutely no idea where to go or where to eat. This is why concierges often gain weight; we get invited all the time by chef friends to try their new menus or clients who like to have us along, both for company and our ability to make their lives easier. With the right acquaintances, our clients manage to get a table at the restaurants and clubs of their choice. With our guidance, visitors find the best restaurants in terms of quiet and security service and receive information about the exact time of their arrival.
I imagine client relations last longer than a season, right? Once clients trust you, they keep asking for your services.
Quite right; our relationships with our clients last all year, every year. For instance, as I love to travel, meet new people and draw inspiration, I often visit them during winter. This creates relationships of trust. In addition, the circle of acquaintances is expanded and we acquire new clients by word of mouth.
Apart from that, you are particularly active in the Myconian business scene. What other projects are you currently working on?
Yes, it is true. I have very little free time at the moment. But, I love what I do so much that it doesn’t bother me at all. I also used to work for Airbnb Greece. Now I basically carry out two responsibilities within the company More Than Villa.
There are famous Greek and foreign celebrities who arrive on the island and we provide them with accommodation in the villa and all the amenities they may need during their stay, such as private boats to visit and spend a day in Delos and Rineia. We also take care of booking their evening outings or finding their lost luggage if needed.
My other responsibility is the exclusive management of certain apartments and villas in the country. This means that we are in close contact with the owner and coordinate the booking part, check in and check out, cleaning and everything else an accommodation may need. I should also mention that very creative part that is starting to flourish lately, namely social events such as weddings and bachelorettes, as well as corporate events.
Mykonos might be our base, but we also operate in other Greek islands, such as Paros and Tinos, and we can hardly fail to realize something that the client will ask us.
Tell us what’s hot in Mykonos this year (Restaurants, beaches, hotels, walks, nightlife)
When it comes to beach bars, I recommend Santana, Kalua, Spilia, Scorpios, Alemagou and Solymar. For amazing food go to Remezzo, Koursaros, Nōema, Nusr-Et, Interni, Coya, Raya, Bagatelle and I Frati. For drinks go to Bonbonniere, Astra or Lío Pacha.
