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Concierge Confidential: The Gloves Come Off--and the Secrets Come Out! Tales from the Man Who Serves Millionaires, Moguls, and Madmen Hardcover – Bargain Price, February 1, 2011
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“A hilarious peek at the tricky situations a caretaker at a top New York hotel finds himself in.” ―Harper's Bazaar
“There's a little bit of con in concierge. It's our job.” ―Michael Fazio in Entertainment Weekly
“A juicy, compulsively readable ... tell-all book...How many memoirs manage to be both a quintessential show bizy beach read and a text that should be taught in every business school in the country?” ―Connecticut Post--This text refers to an out of print or unavailable edition of this title.
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I purchase think book hoping to get insight on what goes on in the hotel industry and more specifically "customer service" side. The book delivered, but does not cover insight in a more typical 1-3 star hotel which is what I was looking for. Fazio starts the book by talking about his career as a assistant for "the stars". That is where he learned how to meet the big demands of customer service. He then moves his career to the high end hotel industry and begins telling outrageous stories of how he was able to meet his high demanding guests' needs.
If your looking for more realistic stories in everyday hotels, well, I haven't found that book yet. But try this website: [...]
There is no doubt that the author clearly appreciates the role he can play in people's lives, visible or invisible, I was disappointed at how much he backed off once he was getting to the heart of a matter.
Concierge Confidential really falls short for me in its attempt to be many things, failing at all except being a light mostly fun read.
It is billed as a tell all and while there are a few quirky and hilarious spill the beans tales it constitutes a fraction of the book.
At other times it tries to impart some interesting general thoughts on customer service, then it tries to offer tips for those wanting to make restaurant bookings.
Some name dropping comes in along with tales of Fazio's career path then that of his company Abigail Michaels.
I'm sure Fazio is capable of writing an interesting book on each of the topics he tried to cover in this book, but sadly this effort is just a grab bag of ideas. It's scary that Fazio actually used a ghost writer in Malice to produce this effort.