This is the story of two concierges at the iconic Corinthia Bucharest: Cristina Mitrea and Alexandru Pirlea.
Alexandru Pirlea and Cristina Mitrea
I met with both of them and asked the same set of questions. I must say, their answers were wonderfully vivid.
How did you first find your way into hospitality — and what led you to become a concierge?
Cristina had dreamed of working in hospitality ever since she was a student at the Faculty of Foreign Languages and Literatures, while also pursuing a Master’s degree in tourism. She never imagined herself in any other field. Her training and experience as a receptionist helped her discover her true passion for this profession.
Alexandru began his hospitality career as a bellboy and “quickly realised that the front office was the perfect environment for me.” Over the years, he grew to admire the work of the concierge team — and that’s what inspired him to become a concierge himself.
When people ask what a concierge really does, how do you explain it?
Cristina sees a concierge as “the friend you turn to for anything you need in a city you’ve never visited before — someone who can help make your dreams come true or simply answer a trivial question. It’s all about human connection.”
Alexandru finds it difficult to explain the full scope of a concierge’s work. “We are the go-to person for every guest, ready to assist with any request or question.”
What’s a typical day like for you — or is there no such thing as a “typical” day?
Cristina and Alexandru agreed that though the day starts routinely, the never- thought -of take over. No two days are ever the same.
What’s one of the most unusual or memorable requests you’ve ever received?
Cristina related how two guest arranged a day trip with an external agency to visit the castles in Romania. However, in the last few minutes, the guide informed them he wld not come But we managed to find an excellent new guide. It was a great success and the guests returned all smiles. “That is what makes me enjoy coming to work every day.”
Alexandru: “Mine was quite unusual. A guest wanted to track down a specific Romanian locomotive and carriage. At first, I had no idea where to start, but I was determined to find a solution. After several hours of research — and with the invaluable help of my fellow Les Clefs d’Or Concierges across Romania — I finally located the pieces he was searching for. Quite a feat!.”
How do you handle those moments when a guest asks for something nearly impossible?
Cristina “I treat those moments as opportunities. Guests remember how you make them feel, not just the outcome. So I work hard, keep them updated, and always offering at least one good alternative that still makes their day.”
Alexandru “I believe that in our profession, nothing is truly impossible . Even when a request cannot be fully achieved, the guest always appreciates your dedication and the lengths you go to in trying. Often, it’s that genuine effort and care that leave the strongest impression.”
What’s your secret to staying calm and gracious when things get hectic?
Cristina has a good clue: “When things get hectic, I treat problems like a puzzle: one piece at a time. I have found that as long as you stay gracious, communicate clearly, and keep your sense of humour, even the busiest moments can feel smooth. Remember, hectic moments are temporary, but how you make a guest feel lasts.”
Alexandru feels that experience plays a key role in staying calm under pressure. “No matter the situation, I focus on thinking clearly and resolving the issue quickly and gracefully – because guests always feel the difference when you remain calm and confide.”
How do you treat guest on their arrival?
Both Cristina and Alexandru agreed on this: welcome every arriving guest as you would someone entering your own home — with warmth, attentiveness, and respect. A genuine smile, a calm presence, and a readiness to help set the tone for their entire stay.
Can you share a time when you went above and beyond for a guest — and what it meant to them?
Cristina recalls “when some of our guests who had just left, noticed they had left their passports in the safe in their hotel room. They called the hotel to ask us to bring them as quickly as possible. We found them and headed straight to the airport, keeping in touch with the guest on WhatsApp to comfort them and constantly assure them that we would arrive as soon as possible. We managed to arrive just in time, and fortunately, the guests did not miss their flight. That was when I realised how important it was for them that we acted quickly The expressions of relief on their faces said it all.”
Alexandru remembered when an elderly couple accidentally left a bag containing essential medication at the hotel. They only realised it after reaching Ruse, Bulgaria, and needed the items for a cruise the next morning. “Understanding the urgency, I took my personal car and drove to meet them that night in Bulgaria, delivering the bag personally. Their relief and gratitude were unforgettable. Moments like that remind me why dedication and care are at the heart of hospitality.”
Do you share historical information about the hotel? Do you find guests enjoy hearing this?
Cristina excitedly states, “This is one of my favourite times in our historical hotel, when I spend time with our guests. The stories make them feel special when they cross our threshold for the first time.”
Alexandru adds : “ I love sharing its story with our first-time guests. They are often captivated by the rich history and unique character of the property, and these moments of discovery create a deeper connection and a truly memorable experience.”
Do you consider yourself an important part of deluxe service?
Cristina was quick on the draw. “What I offer is a level of attentiveness and personalisation that guests only find in luxury hotels. I deliver anticipatory, detail-driven, and personalised service — the hallmarks of a five-star experience. And yes, I see the concierge role as essential: we connect guests to the hotel, the city, and the experiences that make their stay truly exceptional.”
Alexandru proudly added, “ A five-star concierge anticipates needs, personalises experiences, and creates memorable moments. By leveraging local knowledge, exclusive connections, and creative problem-solving, every request – no matter how unusual – is handled with discretion and excellence. I consider that we play a vital role in delivering deluxe service.”
How has the concierge role changed in the age of smartphones, Google Maps, and online reviews?
Cristina incisively noted: “Smartphones and online reviews have made information more accessible, but they haven’t replaced the value of a concierge. Guests still want expert advice, local insights, and someone who can solve problems in real time. Our role is now about guiding guests through the abundance of options, adding context, and creating experiences they couldn’t plan themselves. It is all about the human touch, that a device simply cannot replace.”
Alexandru adds : “I believe that no matter how much AI and technology advance, in a five-star hotel the Concierge will always have a special role. Guests don’t just need information, they need someone who listens, understands, and shares stories with warmth and care. It’s that human touch, the way we connect and make people feel, that builds trust and makes every experience truly memorable”.
What qualities do you think distinguish a great concierge from a good one?
Cristina is of the opinion that a great concierge embodies anticipation, discretion, and personalisation. While a good concierge provides information or fulfills requests, a great concierge transforms a stay into a story — noticing subtle details, curating unique experiences, and solving problems seamlessly before the guest even realises they exist.
Alexandru believes “the difference between a good concierge and a great one lies in the personal touch – the ‘special something’ that transforms service into an unforgettable experience. While every concierge strives to do their best, it is this attention to detail, intuition, and genuine care that truly sets a great concierge apart.”
If you weren’t a concierge, what do you think you’d be doing instead?
Cristina : “If I weren’t a concierge, I think I’d still be in a role centred around people and problem-solving. I enjoy creating memorable experiences and helping others navigate challenges, so perhaps something in event planning, guest relations, or even travel curation. Essentially, I’d still be doing what I love: connecting people to meaningful experiences.”
Alexandru added, “I’m a sociable person who enjoys connecting with others, so if I weren’t a concierge, I could see myself as a teacher. I enjoy working with children and find great satisfaction in sharing knowledge and helping others grow.”
