Meet Our Concierge Team
Hospitality is truly an art form. At Hotel Teatro, our staff thrives when able to provide our guests with service and hospitality unlike any other and to ensure all guests receive service, we’ve created a dynamic Concierge team comprised of Kelsey Totman- our Concierge Lead + Melissa Gassien, our Guest Experience Manager. Together, they have a combined 20 years of experience in the Hospitality Industry –the ongoing joke in Melissa’s family is that her first words were “Can I get you anything?”
You can often find them bright eyed and bushy tailed welcoming you as soon as you walk in the door – if you don’t see them right away they’re likely delivering a special amenity to “surprise + delight” a frequenting guest.
When asked what keeps them dedicated to providing a one-of-a-kind experience, Kelsey said “I love meeting a variety of people each day – every guest has a story and it’s my job to make sure their stay matches every need they may have.”Kelsey’s expertise lies in her ability to transform a guest room into a special occasion oasis.From birthday extravaganzas to romantic staycations, she has a magical ability to make a guest room feel like it was made just for them.
According to Melissa, being able to surprise a guest and completely improve their day is her favorite. There’s no request too big or too weird! What’s the most interesting request she’s ever received? “Spider-Man + Jim Beam! The guest requested a framed picture of Spider-Man to be placed next to the bed, so he could sleep easy knowing the friendly neighborhood spider was on duty…”No explanation was needed for the bottle of Jim.
Melissa considers herself a service ninja, using cues from the Hotel Teatro Team to surprise guests with special amenities tailored to their stay.Coming in for a job interview?There’s a good chance Melissa will have a “knock ‘em dead” good luck card waiting in the room signed by the team and a congratulatory champagne on ice for after.
Together, they have redefined the Concierge program at Hotel Teatro and it shows.From glowing stories about guest experiences on TripAdvisor, to an office wall full of Thank You cards - this team lives for successful service stories.
They love a challenge and seeing a genuine smile.When you see these them throughout the hotel, be sure to stop and say hi!They can point you in the right direction of a great rooftop bar, the best local shopping, or your favorite new Denver adventure!