At your service.

• Author: Gilbert, Jo
• Position: Concierge service in Indianapolis hotels - Business Travel

The concierge -- to Hoosier hoteliers, it means personalized service.

A concierge was once a fixture in exclusive Old World European hotels and, later on, in black-and-white movies. But what is a concierge? Derived from a Latin word for slave, concierge originally meant custodian, janitor or doorkeeper in French.

To Hoosier hoteliers, it means personalized service.

"The United States doesn't have the equivalent to the textbook definiton of European concierges," says John Wise, director of rooms operations at the South Bend Marriott. "A concierge here is more of an information person, a host or hostess at a continental breakfast or evening hors d'oeuvres reception."

And that's the kind of concierge service found at some Indiana hotels. "We provide a continental breakfast and newspapers and magazines," says Rolando Pimentel, front-office manager at the Fort Wayne Hilton. The concierge on duty also may give information, order flowers or obtain tickets.

According to a study by Marriott Corp., 60 percent of the survey respondents indicated they liked hotel concierge service because of the food and beverages.

"They like to be able to leave their rooms, walk down the hall and get something to eat," Wise says. "The most important thing is the continental breakfast and the evening snacks."

"It's not just a free breakfast," says Terri Dokken, a concierge at the Indianapolis Marriott for four years. "It's my job as a concierge attendant to know if you're unhappy and find out why so I can make it right. And it's my job to know if you're happy so I can keep on doing it."

Besides hosting breakfast for Marriott's Honored Guest Program members, Dokken also lists among her various duties arranging airline reservations, obtaining tickets for concerts and plays, giving directions, making reservations at restaurants, and--because she's flown just about everywhere while an airline attendant--making vacation recommendations. For guests who want the best jogging routes, Dokken draws up maps as well.

"It gets old sitting in a hotel room looking at four walls," Dokken continues. "I just do anything within my power to make sure they have a most enjoyable stay. They're not at home, but I want them to feel like they're at home."

Even without a formal concierge attendant, Lezlie Woolums' front-desk staff at the Adam's Mark Hotel in Indianapolis is trained to provide guests with service "above and beyond the call of duty. As far as any of the guests' needs, we take care...