Getting to Know Your Fellow Members

 Three MSPC members will present brief profiles of themselves and their businesses and answer questions.  The Member Presentations will be moderated by Michael Pfeifer.

YOUR WISH IS MY COMMAND!
May We Help You? Tales from Concierge diaries.

Jon Winke has been working at The Ritz-Carlton Hotel Chicago since December of 1975, having held positions of  Bellman, Bell Captain, Assistant Concierge, Guest Services Manager, and then being promoted to Chef Concierge for the past 20 years.  Jon has a BA degree from Loyola University in Communications.  He is currently President of The Chicago Hotel Concierge Association and a long-time member and past officer of Les Clefs d'Or USA, an international association of professional concierges.

Marjorie Silverman, Chef Concierge of Hotel InterContinental Chicago, was the first female and first American President of Union Internationale des Concierges d'Hotels, Les Clefs d'Or.  Les Clefs d'Or is the prestigious international association of concierges, headquartered in Paris, France which groups 37 member countries under its umbrella. The 3500 members transcend global politics and join forces to promote tourism worldwide.

Ms. Silverman has been a dedicated concierge professional since she began her career at the Westin Hotel Chicago in 1980.  After ten distinguished years at the Westin Hotel Chicago she joined the Hotel InterContinental Chicago as Chef Concierge.  During her tenure at Westin she helped open the Westin O'Hare and the Westin in Washington, DC as well as consulting at The Plaza in New York to improve that hotel's delivery of concierge services.

In addition to her job duties, Ms. Silverman has been active in several concierge organizations.  She was a founding member of the Chicago Hotel Concierge Association as well as organizing the American section of Les Clefs d'Or and has seen the organization grow from 28 members to more than450.  She has held every office in Les Clefs d'Or and has been a member of the Board of Directors for more that 20 years.

Ms. Silverman also enjoys teaching about the profession.  She has regularly taught at the International Concierge Institute in Montreal and Fort Lauderdale as well as conducting seminars for concierge professionals in Brazil, Mexico, Singapore and China.

The motto of Les Clefs d'Or is "In Service Through Friendship" and in that spirit Ms. Silverman is happy to address the MSPC.

Janice Hlady has been working with Air Canada in various positions since 1979.  She was the French language line for the whole United States for approx 10 yrs. As well as airport agent and I also worked up in Montreal in Sales and Marketing.  The concierge program started in Chicago 3 an1/2 years ago and I was one of the lucky four who was interviewed and chosen to start concierge service here in Chicago.  We were trained by the ICI which was the International Concierge Institute and part of Les Cles D'or (The concierge school which educates concierges for the 5 star hotels).  Originally we had 165 concierges worldwide but with all the changes in the airline world we are now down to around 100.  We work completely as a network of concierges.  Our main job is to take care of the top tier frequent flyers in the Air Canada Aero plan program.  They are called "SuperElites" and they fly over 100,000miles on Air Canada or StarAlliance Partners every year.  We ensure that their travel is seamless from one end to the other.  But it doesn't stop there.  We do everything a hotel concierge does as well.  We suggest and book restaurants, hotels, theatre tickets, sports tickets, etc etc etc.  Actually anything that is legal.  We track and try to meet every Super Elite that flys inor out of Chicago, just to get to know them and sometimes we surprise them with fine chocolates and even birthday gifts.  We use our imagination and creativity to make the unexpected happen!  We have over10,000 Super Elites that we love and they love us too.  We also assist the Japanese, Indian, Mexican and Canadian Consulates quite often.  Another part of our job is assisting VIP's and Movie Stars.  The concierge program is one of the strongest cornerstones holding Air Canada up in these trying times, and let me tell you that I love my job every day!

Tracy L. Orolin has over fifteen years of professional experience primarily in management and corporate coordination having worked for Amoco Corporation and Lloyd's of London earlier in her career.  Most recently, Tracy served as the Corporate Concierge for One Financial Place (the Chicago Stock Exchange & CBOE serving 4000 clients handling ticket requests, special events, reservations and other traditional concierge requests.  She was also responsible for tenant events such as the summer concert series, holiday events and entertainment.  Prior to that, Tracy served as the Concierge Manager at The Whitehall Hotel in Chicago.  Tracy is the Corporate Concierge for Just For You Concierge Services (a division of Zeller Realty Corporation) and serves their Chicago properties located at 401 North Michigan Avenue, 430 West Erie and 211 East Ontario.    Between her 3 properties she serves close to 3000 working professionals on a daily basis.

In addition to her corporate roles, Tracy currently serves as the President of the Chicago Chapter for the National Concierge Association (NCA) (and has since 1999) and formerly served as its Director of Marketing.  Tracy L. Orolin earned her certification in the NCA, as well as an Outstanding Leadership Award in 2000.  Under her direction, the NCA Chicago Chapter received the first ever "Chapter of the Year" award for 2001 and followed up with another honor for 2002.  Tracy is very active in the hospitality and concierge industries and serves on the advisory board for two local publications which include TRAVELHOST Chicago and Concierge Preferred.  In addition, she was recently appointed to the Board of Directors for the Streeterville Chamber of Commerce and is active with the Greater North Michigan Avenue Association.  In her spare time, she gives back to the community on a variety of charitable capacities and fundraising efforts.

Tracy has proven experience in the hospitality and corporate industries with strong ties to the City of Chicago.  Her "passion for people" and commitment to "exceeding expectations" adds tremendous value to the management team of Zeller Realty Corporation.