Words by Jenny Adams
Photo by Cedric Angeles
How many times have we all Googled “best hidden restaurants” or typed “cool things to do with kids on a rainy day” while traveling?
The smartphone or the tablet is so easy to reach for; it’s all but replaced travel guidebooks. With the speed of information today, we often do research on the trip rather than before it.
Yet, nothing can replace real, honest human interaction, and there is something many of us forget in this digital age of rampant travel and rampant travel coverage.
There’s a real human dedicated to showing us the best of a city, and that person is right downstairs in the hotel lobby.
The art of being a concierge, we learned from Ray Theriot, is something you hone on the job, day in and day out.
He’s worked the desk at The Roosevelt New Orleans for 15 years and serves as president of the New Orleans Concierge Association. You might note the golden key pin on his lapel—a mark of his membership in Les Clefs d’Or, the global association of professional hotel concierges found in the world’s finest five-star properties.
We sat down with this elite leader in guest experience to discuss why connecting with a concierge should be your first priority when traveling.
How does one study and become a concierge?
There is actually not a school for concierge. The best is to enroll in a hotel, restaurant, and tourism (HRT) program. I earned a degree in management from UNO—the University of New Orleans—in 1990. I started at the Roosevelt in 2010 and was at the Sheraton for 17 years prior to that.
I think of a concierge as being in sales, but in a different way. Someone in sales might sell a product. As a concierge, I sell the city itself.
How do you learn about the city and stay updated?
You’ve got to get out and take a walk. We are constantly out experiencing, dining, and connecting. We have monthly meetings of the New Orleans Concierge Association and monthly board meetings. No one can get to every single place, but having this network means we collectively have a big reach.
In these days of Google, social media-driven travel, and the rise of generative artificial intelligence, why does a concierge matter or, perhaps, matter now more than ever?
The whole purpose of our job is to have the best contacts. If something is sold out, like a sporting event or a dinner reservation, a concierge can help by leveraging personal relationships. We have private tour guides, for example, and these people truly take you behind the scenes and into the kitchens, even. We are here to save guests time and get them into spaces that they cannot access. We do the work for you, for free. Every tour guide I recommend, I’ve not only assured their tour is great, but that they are safe, that the company has insurance.
In these days of Google, social media-driven travel, and the rise of generative artificial intelligence, why does a concierge matter or, perhaps, matter now more than ever?
The whole purpose of our job is to have the best contacts. If something is sold out, like a sporting event or a dinner reservation, a concierge can help by leveraging personal relationships. We have private tour guides, for example, and these people truly take you behind the scenes and into the kitchens, even. We are here to save guests time and get them into spaces that they cannot access. We do the work for you, for free. Every tour guide I recommend, I’ve not only assured their tour is great, but that they are safe, that the company has insurance.
In your tenure as a concierge, have you received any funny or challenging requests?
A bingo machine. This guest wanted to host a Vegas-style night in New Orleans. I first went to churches and schools, because they own these types of machines. However, they couldn’t loan them out. So, I went to a gaming company, but due to gambling laws, I had to explain the event. Finally, I sourced one. We returned it for the guest, too. Sometimes, a concierge isn’t only about accessing something but saving your own time on your trip.
“Second line” experiences are a popular request. We can set up a parade to take you from the hotel to dinner, but we also handle all city permitting and the police escort.
When is the best time to stop in to talk to a concierge?
Right at the start of your stay. It gives you the best itinerary. But, if you want something that’s harder to acquire, maybe give us a call 24 to 48 hours prior to arrival. We have three concierges who handle 504 rooms. We are busy. But I really love this job. Every day feels fresh, interactive, and exciting. I love a new guest and a new request to fill.
Ray Theriot reminds us that the most memorable travel isn’t powered by algorithms but by genuine human connection. So the next time you arrive in a new city, don’t just drop your bags and head out. Look for the warm smile behind the desk, the person who knows the stories, the shortcuts, and the soul of the place you’ve come to explore.
The art of the concierge is one worth returning to. And the next time you travel, it’ll be waiting for you in the lobby.
