Born in the Netherlands, Kris Mosch emigrated to New Zealand with his family when he was seven. They settled in Waihi where Mosch learned to speak English, before eventually moving to Auckland.
After college he began a one year introduction course to hospitality at the Auckland Technical Institute.
“One of my placements was at the Regent Hotel as a porter and this left a lasting impression on me and a desire to learn more,” Mosch said.
Now he is chief concierge at the Sofitel Auckland Viaduct Harbour.
“I was like any other young person and not sure of which career path I should follow. I contemplated several different trades like electrician, draftsman and builder.”
Mosch’s family has always been involved with different social activities such as youth organisations and football clubs, and most work in education or health. This he believes sparked his interest in helping people and eventually led him to pursue a career in hotels as a concierge.
He believes integrity, discretion and honesty are the best attributes when dealing with guests that come from all walks of life. On top of this, a desire to help people and the curiosity to learn about your city and country is needed.
“No day is really the same, except for the long hours on your feet, and the challenge of the more unusual requests keeps me focused and motivated in this fascinating and ever changing profession. For some this may be the only time they will visit Auckland or New Zealand and as the main contact within the hotel and an ambassador of our country we need to make sure their expectations are met.”
At Sofitel a culture of Cousu Main, or tailor made, has been created. This can be from the simplest of things like arranging a lemon tea for a guest who arrives not feeling well to discreetly arranging rose petals and candles in the room for a guest who just proposed that evening at a restaurant.
“I had a guest once who returned to the hotel and I could tell she was upset. We ended up sitting in the lobby having a coffee and we talked for a while. She was touched that a staff member took the time to just listen and make a connection.”
From the profession, Mosch has learned to be open minded and to expect the unexpected.
The biggest change he has seen is the use of the internet and smart phones by guests. He said this has created a more informed traveler with access to the latest information and ideas, however the traveler of today also realises that the experience and hands on knowledge of the concierge is invaluable.
“We as concierges need to embrace the technology as a tool to enhance our guest’s expectations but also to do the hard yards by going to experience these restaurants, excursions and places for ourselves so that we can suggest the best options from the vast selection they have.”
Professionally, Mosch considers his biggest achievements so far to be getting his Les Clefs d’Or keys and being elected to the role of director of membership for Les Clefs d’Or New Zealand, which gave him the opportunity to create a handbook for new applicants.
“My future goal is to continue in this amazing profession and to continue to develop myself and others to achieve new heights. I would also like to see the future development of the Prospective Applicants program to incorporate trainings and support, so that the future of the concierge profession continues to flourish in New Zealand.”