Hotel Cateys 2023: Concierge of the Year – Jordi Vaca, the Grand, York

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The winner of the Concierge of the Year award has led his team to deliver exceptional service for more than a decade to ensure guests’ visits run smoothly, no matter what obstacles are thrown their way.

Whether it’s providing pre-arrival support, handling unexpected situations or tailoring experiences to individual preferences, Jordi Vaca leaves guests with unforgettable memories of their stay at the 207-bedroom the Grand, York.

Judges were particularly impressed with guest testimonials describing Vaca as “the man to go to”. When rail strikes have thrown travel plans into disarray or nervous travellers require reassurance, Vaca and his team have been there to help. What stood out to the judges was Vaca’s ability to build relationships with guests that ensure they feel cared for and secure while travelling. As one guest put it: “You can’t describe luxury, it’s something you feel. We most certainly did and look forward to returning when we can.”

Testimonials detailed Vaca’s efforts to ensure a bride arriving for her honeymoon didn’t realise she would be staying in the penthouse suite until the door was opened, as well as his thoughtful intervention for a neurodiverse child overwhelmed by the limited lighting in a lift. After Vaca directed the family to a better-lit alternative, they said: “These may sound like small considerations, but for us, they make or break a stay.”

Vaca’s achievements are particularly impressive given that he faced rebuilding a concierge team from scratch following closures enforced by the Covid-19 pandemic. When recruiting he looked for promise over experience, as can be seen in the hiring of a 21-year-old with no experience in hotels, who he is mentoring to achieve Clef d’Ors, and a doorman who had previously spent 30 years working in the printing industry.

Vaca has built a team dedicated to creating the best guest experience possible and he has worked to provide personal development opportunities such as placements in London hotels. The success of his work has been clearly demonstrated through feedback scores, with 92.1% of guests likely to recommend the hotel following a stay. The Grand, York has also moved from position eight to two on TripAdvisor’s ‘Top Hotels in York’ following a consistent series of five-star reviews.

What the judges said

“Jordi demonstrated a number of successes, including the development of his team and providing exceptional guest experiences. His passion was evident throughout and the way his personality influenced the day-to-day running of the department really shone through.” Alex Cooper

“Jordi has an established career history as head concierge and the amazing feedback from his guests only backs up what a great person he is.” Jess Burrow

The shortlist

• Karim Bernichi, Hotel Café Royal
• Imran Chowdhury, Canopy By Hilton London City
• Jordi Vaca, The Grand, York
• Thomas Wardley, The Londoner