From shop floor to the gold keys: Meet the first woman from Northern Ireland to receive prestigious Les Clefs d’Or concierge honour

When Kaysi Straw left the retail industry to work at Bishop’s Gate Hotel in Londonderry, she had no idea it would springboard her career to a level which saw her become the first woman from Northern Ireland to receive one of hospitality’s most coveted recognitions.

Les Clefs d’Or is globally recognised as a symbol of excellence and the pinnacle of concierge service with only 4,000 members around the world.

Kaysi made the leap into a career in tourism and hospitality five years ago and hasn’t looked back.

She said: “Stepping into hospitality allows you to see your city from the eyes of a tourist, like seeing your city again for the first time.”

Her career has given her the chance to showcase everything that Londonderry has to offer.

She added: “In my role as concierge, I am the first impression someone gets of the city as they come through the door. It’s nice to be able to take a lot of pride in your city.”

Kaysi quickly realised she was hooked by her new role. “I get such a buzz from helping people. If guests are happy then we’re happy. I fell for the job hook, line and sinker after just a couple of months.”

Keen to broaden her knowledge, Kaysi spent time in different hotel departments, including housekeeping and the bar, gaining valuable experience that further enhanced her understanding of hotel operations.

An avid car enthusiast, Kaysi jumped at the chance to assist with concierge and valet duties. When the opportunity arose to move into concierge full-time, she didn’t hesitate.

She said: “To receive Les Clefs d’Or was a huge honour. I’m over the moon and it’s great to see women being more represented in a role that is often perceived as being male dominated.”

Les Clefs d’Or is globally recognised but particularly among North American visitors who immediately spot the crossed gold keys.

“When they see it, they know they’re in good hands,” Kaysi explains. The rigorous application process – including mystery shops and monthly meetings – reflects the high standards required.

Joining the organisation has opened doors to mentorship, professional development and a worldwide network of expertise which Kaysi has availed of.

Training and collaboration are at the heart of Kaysi’s role as concierge. From familiarisation visits to experiencing new attractions like boat tours along the River Foyle, she believes staying one step ahead is crucial to giving guests the best experience possible.

“You can’t really recommend something if you haven’t gone and experienced it yourself,” she commented.

No two days are the same for Kaysi. One week might bring VIP guests, including Presidents, Hollywood actors and famous musicians, while another sees families celebrating birthdays or couples enjoying a rare night away.

She added: “You have to understand the effort people have made to come to you. Those little touches mean so much.”

Kaysi is keen to highlight how flexible a career in tourism and hospitality can be.

She said: “There's a role here for everybody. We have students working here and people who are working around childcare. There are great opportunities for progression if you're willing to put in the work.

“The social benefits are great as you're meeting people from all over the world. Some of our students can be quite quiet when they join, but within a couple of weeks they are like totally different people having gained confidence from working with the public.”

Her advice to anyone thinking of changing career is simple: “Keep an open mind. Try your hand at all aspects of the industry, and, most importantly, enjoy what you do.”

Tourism Northern Ireland’s Make It Here campaign is encouraging more people to embrace a career in the tourism and hospitality industry.

If you’re considering switching careers and want to learn more about opportunities in this growing sector, visit www.makeyourcareer.co.uk for further information.