Speaking with Concierges Around the World: Say Yes To Travel

 

Over the next few weeks on Say Yes To Travel, I will be interviewing a series of concierge from around the world. The goal is to shed some light on what travel recovery is looking like from an operations standpoint and from those individuals on the ground.

Don Mooney is the Head Concierge at the Fairmont Banff. More than that he is the President of Les CLefs d’Or Canada. For those who are unfamiliar, Les Clefs d’Or is the elite organization of hotel concierge. You know them when you stay at a hotel and they have golden keys on their lapels. I too am part of this organization.

Don’s hotel is truly a castle. I had the chance to go last year and it was incredible. They have been closed for the last few months and have only just reopened at the beginning of June. Imagine, normally a team of 30 concierge, Don is the ONLY concierge working now.

Of course, with doors opening they are starting to see leisure travelers come back. In this interview we talk about what the experience has been like during the off time and what it is like moving forward.

A true leader, Don mentioned that this “off” time was a great time to stay connected and stay supported. The concierge community is so passionate and proactive, that it has been so exciting to see a group of individuals stay so committed to their profession, especially when there is so much uncertainty around returning.

We touch on mental health as well, as these certainly are trying times. All too often in the hotel industry we gloss over mental health, but the issue is a big one–and one that Don has taken a point to always address. From guests to service workers, mental health is real and shouldn’t be overlooked. Especially now, many are struggling being home, some are devastated by not having work, and others are challenged with being alone. All are valid.

As for the experience in hotels now, Don shared what the new experience is like at the Fairmont Banff. From a near touchless check-in to no a valet, certain parts of the hotel are closed off and the restaurants are limited. Most guests seem to understand. A true spa destination, they are awaiting when they are able to offer those services again.

Of course, all of this is temporary, but it is interesting to hear from the ones on the ground. Hopefully once boarders between the US and Canada open again, you all can experience the incredible destination of the Fairmont Banff. And if you do, definitely say hi to Don Mooney.

Listen to Previous Episodes of Say Yes To Travel!

Say Yes to Travel with Sarah Dandashy

Follow us on social media for the latest updates in B2B!

Image

Latest

active engagement
Just Thinking… From Classrooms to Communities, Active Engagement Drives Real Results
June 3, 2025

Across the country, school districts are searching for sustainable ways to foster equity, achievement, and connection in diverse communities. Amid rapid change in technology and teaching methods, one practice remains consistently vital: active engagement. Research indicates that parental involvement—a crucial component of meaningful engagement—is a significant predictor of student success. According to the National…

Read More
duke energy
Smarter Lights, Lower Costs: How Duke Energy Is Cutting Energy Use at Scale
June 3, 2025

At a time when utilities are under increasing pressure to reduce operating costs and enhance service without raising rates, Duke Energy is embracing network lighting controls as a strategic solution. With over 360,000 smart nodes already deployed and a long-term plan to modernize 2.5 million lighting assets across six states, the utility giant is…

Read More
Fixed Wireless Access
Why Fixed Wireless Access Is Becoming Essential for Utility Network Upgrades
June 2, 2025

As energy providers accelerate digital transformation in response to grid modernization and growing connectivity demands, Fixed Wireless Access (FWA) has emerged as a viable alternative to legacy wireline solutions. According to the Edison Electric Institute (EEI), investor-owned electric companies in the United States are expected to allocate approximately $158 billion toward transmission infrastructure projects…

Read More
utility
Beyond the Call: Reinventing Utility Customer Engagement with Cloud and AI Tools
June 2, 2025

At the 2025 Distributech trade show in Dallas, the focus wasn’t just on the latest in energy infrastructure—it was also on the invisible front line of utility operations: the contact center. With customer expectations rising and regulatory pressure intensifying, utility companies are discovering that outdated voice systems are no longer just a nuisance—they’re a…

Read More