070 - Scott Nichols, Concierge

The Big Love Bake Sale is a community-based effort and the first fundraiser here at Edacious to benefit today's podcast guest, Scott Nichols. Happening Saturday 4/15, 9am-noon at Charlottesville City Market!

Concierge Work. Community Fundraising Work. With Cookies. Maybe the most important episode I've ever done. I truly believe every choice you make in your life sets you on a path. You might not understand the choice at the time or even the path you find yourself on, but eventually, it all comes together. In this episode meet Scott Nichols, a concierge with more than 20 years experience. A concierge who because of recent life developments has had to put his career on hold. A concierge who just also happens to be my best friend.

Now concierge might not be the first occupation you envision when you think of Food Work, but hotels and restaurants have a symbiotic relationship, one that operates behind the scenes, with hotel staff and restaurant employees often working for each other's benefit, coming together to make sure both establishments remain successful. It's a relationship often misunderstood, and one most travelers never take advantage of. Hopefully, this episode changes that.

First some background. We reminisce on our shared food adventures, as well as what it means to manage a Mrs. Field's Cookies. Yes, we met in a food court which acts as its own type of community, a place where employees help each other despite long hours and little pay. It's hard work and there's a great deal of hustle. At the time we were young and didn't appreciate where things came from and how our actions might affect others. Working for such low wages forced us to get creative to survive. Not making excuses. That's just the way it was. Working in a retail food court provides more life experience than sitting in a college classroom. It teaches you responsibility. Teamwork. On your feet problem-solving. All of which are good training for the hospitality industry or for owning your own business. Or for real life. Thousands of people toil in fast food all over the world. It felt good to give them a voice. To throw some honor their way instead of shame in the form of degrading stereotypes you see in movies and on TV.

We compare our cookie tray burns still visible after 30 years. Battle scars. We reveal Debbie's secret recipe. We reminisce about the hilarious methods we used to keep up morale. We talk about how Mrs. Fields actually provided great training for the career Scott embarked on and one he excels at...concierge.

After moving to DC, Scott started in hotel reservations, slowly working his way up to the front desk. Learning as much as he could, networking, soaking up every piece of knowledge like a sponge. It was the 80's, people were traveling, so tips were good. The relationship between a concierge team and their hotel employers is often volatile. So when the entire team walked off the job one day, Scott stepped in and a career was born. A career where he thrived because of his ability to connect, converse, and anticipate the needs of his customers. Knowing what they wanted before they did. Anticipating what they needed just by looking at their suit, the make of their watch, their demeanor as they stepped up to the desk. A job so demanding he often had to sleep on a cot in a closet behind his desk.

"I started knowing nothing and I'm a quick learner...whatever I lacked...I understood the value of presentation, preparedness, and potential...show up, bring your best, do your best."

What did he enjoy most about the work and still does to this day? Making people happy. Making sure every guest feels welcomed and their visit is a trip to remember.

"You learned early on that if you give people what they want and don't let them see you sweat and don't let them know how much trouble it was...then they are more comfortable asking you for whatever they want. People know when they're asking for something exotic...That's where I learned my philosophy of I work hard and I expect to be compensated fairly...(You must) understand that level of access and professionalism brings with it a certain cost and value."

Learning, realizing what you're worth. Your own value in your chosen career. An important lesson in any profession. An important lesson for your LIFE for that matter. This isn't as Scott says, "McDonald's Concierging". This is building relationships. Spending 10 minutes having a conversation and getting to know your guest. Using your observational skills. Reading the customer. What time of day is it? How are they dressed? What does the woman's makeup look like? What shirt is the man wearing? These things can tell you whether or not the guest is hungry, has had a drink (or three), or even their mood.

"If you make friends with a concierge you will take your time in any city to...