Kevin McQuade

I vividly remember the moment I knew. It was about a month into my first hotel concierge job at a Holiday Inn in July 1999. I had been helping these two ladies from Toronto and as they were checking out one of them said to me, "You know, Kevin, you are going to become famous." I asked, "What do you mean?" She replied, " It will get to the point where people will come here just because they have heard about you and what you do for your guests." I remember calling up my mother that night and said, "You know what? I think I finally figured out what I'm supposed to do with my life." And the people did come...and eventually that Holiday Inn briefly became the #1 Holiday Inn in the world on Tripadvisor. I feel so lucky to have found my true passion when I know so many people go their whole life and never find it. Find a job you love, and you'll never have to work a day in your life!

Taking service to a level that people have never seen before. We live in a world where amazing customer service is becoming a relic of the past. I like the idea where guests will come up to me and just want a quick place for lunch, and after I book them a table somewhere, I will ask the magic words, "What brings you to Charleston?" And then they might say they've always wanted to come here and then I say the words that will transform their whole trip: "Please, have a seat," and I end up spending an hour with them planning their whole trip. To find ways to reinvent five-star service, to reinvent what guests think a hotel concierge can do to transform their trip---that is what I live for!

The passion that our management pushes Forbes five-star service, the way they celebrate and look for new ways every day to deliver above and beyond service is deeply inspiring. Led by Scott McDonald, who is the best person I have ever seen in his position, the team inspires me every day to look for new ways to "up" my game!

I was once at Les Clefs d'Or convention and was seated at one point next to Fred Bigler, the head concierge at the Ritz Carlton in New York City. I asked, "What do you do when a guest wants to go to a restaurant that you know will be impossible to get into last minute--what do say to the guest?" He asked, "Well, what do you say?" I then said when I am in that situation I always offer to call but as I as I am picking up the phone to call I always warn the guest that they will probably be booked. He said, "No! You can't do that!" He said "It doesn't matter if they ask you about trying to get into the hottest restaurant in town on New Year's Eve. No matter how ludicrous the request, always say, "Absolutely! Let's give them a call," and NEVER let the guest see on your face how impossible the request is! He said if you warn them how hard it will be to get in as you're calling the guest will think, "Oh he is trying to get out of calling." So when they have these impossible requests I never let them know how hard it will be to accomplish this request. Great advice that I still practice today!

La Pâtisserie, our bakery. Best oatmeal cookies and blueberry muffins ever!

I love to travel and have been to Italy six times.

Wild frozen blueberries.

I am a huge movie fan and I am really into politics.

Yoga

Getting to New Zealand to see it some day.

Getting out of town with someone I care about to go exploring in another city.

Scott McDonald, our Rooms Manager.

Faeroe Islands, New Zealand, and Iceland.

Peter Baker of the New York Times, Maureen Dowd of the New York Times, and Rachel Maddow of MSNBC.

Frenzy, a book about New Zealand.

Barack Obama's election night victory rally in 2008.