Holly Stiel

Holly Stiel, M.A., is a seasoned expert in customer service and a pioneer in the concierge industry. In 1976, she established the concierge desk at the Grand Hyatt Union Square in San Francisco, becoming the first female concierge in the United States. Her innovative work set a precedent for service at Hyatt properties and beyond.

Stiel made history again when she became the first American woman admitted to the prestigious Les Clefs d'Or Association for concierges in 1978. Her significant contributions to the concierge profession were recognized with a Lifetime Achievement Award from the same association, underscoring her impact on the industry.

With extensive hands-on experience, Stiel has enriched her powerful presentations, distinguishing her as one of America’s foremost authorities on service and hospitality. She has authored several definitive works on the subject, including "Ultimate Service, The Complete Handbook to the World of the Concierge," "The Art and Science of the Hotel Concierge," "Thank You Very Much – A Book for Anyone Who Has Ever Said, 'May I Help You?'," and "Neon Signs of Service: Getting to the Heart of the Matter in Customer Service."

Stiel has designed and delivered training programs globally in 25 languages, with clients ranging from The Bank of America to NASCAR, and has developed corporate training for major hotel brands such as Hyatt Place Hotels, Hilton Garden Inns, and Hampton Inns. Her presentations, such as "Spirit in Service," "Keep on Dancing," and "Service is a Gift," are infused with her experience, credibility, humor, enthusiasm, and professionalism.

In addition to her pioneering work in concierge services, Stiel has also served as a spokesperson for the concierge services provided by the VISA Signature card. Her commitment to education is evident from her role as a "Distinguished Visiting Professor" at Johnson and Wales University, where she was the first female and non-corporate executive to receive this honor.