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 Lorenzo Leonard and Lloyd Adalist
Co-Concierge Managers
Pacific Place
Most successful tourism enterprises take teamwork. Lorenzo Leonard and Lloyd Adalist have proven that for nearly a decade as concierge professionals at Pacific Place, a premier shopping, dining and entertainment center in the heart of downtown Seattle. Their secrets: high-quality service; abundant humor; and professional parallels with pro baseball greats.
What do you like about your job?
Lloyd: I was a book seller for nearly 28 years, and when you work for someone else, you’re a purveyor of a particular piece of merchandise. In this job, we’re purveyors of Seattle.
Your concierge desk offers evening hours and the service you offer extends throughout the city. How do visitors respond to that service?
Lorenzo: I remember once when a husband and wife from Pennsylvania came through and asked for restaurant recommendations outside of Pacific Place. We made them. A year later, they came back to town [and to Pacific Place] and said, “Hey, the Brooklyn was great!” Quality of service matters. It’s important to be courteous and resourceful.
Lloyd: It’s all about getting to yes. As much as we possibly can. And, if we give good, accurate advice and warm and friendly service, they're going to come back to Pacific Place and do some shopping.
Lorenzo: And commitment. If a visitor comes to the desk and asks for a slice of bread it’s our desire that they leave with a loaf.
How would you describe your professional partnership?
Lorenzo: Working with Lloyd is like being on the Yankees in the 50s and 60s when you had Mantle and Maris together - two very different folks from very different backgrounds. But, you can’t find anyone who knows the city better than Lloyd.
Lloyd: Despite my outwardly garrulous personality, I’m actually quite shy. Lorenzo has forced me out of that, even this late in my life, and shown all of us how important it is to listen and to share from the heart.
Why does tourism matter?
Lorenzo: It brings dollars into the city and it keeps people employed. It keeps this city vital. I don’t think there’s another profession that could give me such a broad exposure to who people are and the various cultures and regions in the world.
Lloyd: [interjects] We’ve seen visitors from every continent including Antarctica. And, for our staff, which is primarily college age, tourism matters because they’re being exposed to that variety of cultures and it helps them develop communication and customer service skills.
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