At Your Service
Concierge conversations with the local pros
Each September, the American Hotel & Lodging Association celebrates National Hotel Employee Day, honoring the nearly 2 million professionals who transform overnight stays into core memories. Among the most fascinating hotel role is that of the concierge. While guests rely on them for everything from restaurant recommendations to once-in-a-lifetime experiences, their job is about far more than sharing tips. Through years of solving problems, granting unusual requests and connecting visitors with the very best of the Valley, these hospitality professionals become experts not only in place, but in people. Meet five local concierges whose stories are every bit as memorable as the experiences they curate.
By Alison Bailin Batz / Photos by Claudia Johnstone
Irma Rosario
Lead Navigator, Renaissance Phoenix Downtown Hotel
Long before she became one of Downtown Phoenix’s most passionate ambassadors, Irma Rosario planned to follow her family’s entrepreneurial roots in New Jersey.
After studying business management, Rosario visited Phoenix in 2006 and immediately knew she had found her future home. She packed her bags and moved to the Valley later that year, immersing herself in fundraising, event planning and every neighborhood, museum, restaurant, and cultural attraction she could discover.
That passion eventually led her to Renaissance Phoenix Downtown Hotel, where she set her sights on becoming one of the property’s signature navigators, a role unique to Renaissance Hotels that combines the traditional responsibilities of a concierge with building meaningful community connections. When every navigator position was filled, Rosario joined the front desk instead, patiently waiting for the opportunity to earn the role.
She has since transformed the position into something far beyond guest services, developing partnerships with local artists, musicians and entrepreneurs while creating experiences ranging from block parties and art exhibitions to historical walking tours and live entertainment. Rosario also oversees the hotel’s annual “Renaissance Day of Discovery,” introducing both guests and locals to the people, neighborhoods and hidden gems that continue to define Downtown Phoenix.
What is the most memorable request you have ever received? Helping a local plan a surprise marriage proposal on our Skyline Terrace remains one of my favorite memories, and after she said yes, the couple celebrated with an overnight stay in a specially decorated suite.
What is one recommendation you regularly share with guests? Experience authentic Sonoran-style Mexican cuisine, then spend the rest of the day exploring the award-winning restaurants, bars and attractions throughout Downtown Phoenix.
Name the top three restaurants you recommend to guests. Céntrico, Harumi Sushi Bar and Cibo.
What is one must-do experience at your hotel? Join one of my guided hotel tours, which highlights our local art collection and concludes with exclusive behind-the-scenes access to Melinda’s Alley, a hidden speakeasy.
Tami Henry
Lead Concierge, Grand Hyatt Scottsdale Resort
For Tami Henry, the path to becoming one of Arizona’s most respected concierges has been shaped by equal parts reinvention and resilience.
Born in Kansas and raised in New Mexico, Henry began her career in banking before following family to Colorado and eventually Scottsdale in 1987. Although she enjoyed working with people, banking never felt like the right fit. That realization led her to travel school and later a career in the rental car industry, where she discovered a passion for helping travelers navigate unfamiliar destinations.
Family again redirected her journey in 2004, when she returned to New Mexico following the death of her brother. There, she accepted a housekeeping position at Hyatt Regency Tamaya, quickly proving herself and earning her first concierge role within a year.
When her father became ill in 2007, Henry transferred to Grand Hyatt Scottsdale Resort – then Hyatt Regency Resort & Spa at Gainey Ranch – where she has remained ever since. Over nearly two decades, she has built an unmatched knowledge of the resort, Scottsdale and the surrounding region while cultivating relationships that allow her to create experiences ranging from intimate gondola rides to private jet charters. As lead concierge, Henry pairs those connections with genuine hospitality, ensuring every guest leaves with memories as remarkable as the destination itself.
What is the most memorable request you have ever received? Securing a reservation at The French Laundry in Napa Valley remains one of my proudest accomplishments. It took nearly five weeks of calling every day before I was finally able to surprise our VIP guests with one of the most sought-after tables in the country.
What is one recommendation you regularly share with guests? I always encourage guests to spend time exploring Old Town Scottsdale, where they can experience some of the Valley’s best shopping, dining, art galleries, and Southwestern charm.
Name the top three restaurants you recommend to guests. Mastro’s Ocean Club, El Chorro and The Mission.
What is one must-do experience at your hotel? A ride down our three-story waterslide is a must. With 11 pools, 2.5 acres of water features and a sandy beach pool for families, it’s one of the resort’s signature experiences.
Paula Fortney
Luxury Concierge, The Phoenician
Few concierges combine global hospitality expertise with a background in marketing and communications quite like Paula Fortney.
Before entering luxury hospitality, Fortney built an international marketing and public relations firm specializing in the food and beverage industry, developing branding strategies, restaurant concepts and culinary marketing campaigns. That experience gave her not only an appreciation for exceptional dining, but also a unique understanding of how to anticipate people’s needs long before they ask.
In 2001, she brought those skills to the Sheraton Grand Chicago, where she spent nearly two decades rising to chef concierge while leading one of the city’s premier concierge teams. Along the way, she developed innovative guest service programs, mentored hospitality professionals and became one of the industry’s most respected leaders. Her achievements include induction into Les Clefs d’Or USA, the internationally recognized society of elite hotel concierges, as well as Concierge of the Year honors from Where Magazine and induction into the Chicago Concierge Hall of Fame.
Since joining The Phoenician in 2022, Fortney has continued sharing her passion for hospitality through personalized luxury experiences, drawing on decades of international travel, culinary expertise and an unwavering commitment to making every guest feel genuinely cared for.
What is the most memorable request you have ever received? Two guests in their 70s unexpectedly reunited at O’Hare Airport more than 50 years after falling in love while stationed at Great Lakes Naval Academy, and within 48 hours, we helped them secure a marriage license, bring their families to Chicago and celebrate their wedding at our hotel.
What is one recommendation you regularly share with guests? Arizona offers such incredible natural beauty, and I always want to know where someone is visiting from and to share our incredible skies, cactus and rock formations various mountains ranges. It is almost always an opportunity to share our popular outdoor activities and I am always asked my favorite: The Desert Botanic Garden.
Name the top three restaurants you recommend to guests: T.Cook’s, El Chorro and Tarbell’s. \
What is one must-do experience at your hotel? I would have to say that the highlight of our property is to visit our Cactus Garden, which is part of the indigenous cultural standing of the resort. There are hundreds of varieties carefully planted against the backdrop of Camelback Mountain.
Claudia Goettig
Director of Concierge & Guest Experience, Arizona Biltmore
For more than three decades, Claudia Goettig has built a career around one guiding principle: exceptional hospitality is measured not by luxury alone, but by the memories guests take home.
She entered the industry in 1993 as part of the opening team at the MGM Grand Hotel & Casino in Las Vegas before strengthening her operational expertise with Southwest Airlines. After spending nearly a decade in hospice care, where compassion and personalized service became central to her work, Goettig returned to hospitality in 2014 as a concierge at JW Marriott Camelback Inn.
Her impact was immediate. Within five years, she earned induction into Les Clefs d’Or USA, the prestigious international society recognizing the profession’s top concierges. She also received consecutive Up & Coming Concierge of the Year honors before being named Concierge of the Year by Where Magazine in 2017. Along the way, she served as president of both the Valley of the Sun Concierge Network and the Valley of the Sun Les Clefs d’Or Chapter while coordinating extraordinary experiences for celebrities, dignitaries and international travelers.
Today, Goettig leads the concierge and guest experience teams at the Arizona Biltmore while also operating Travel Concierge Corner, a boutique luxury travel agency specializing in customized journeys and exclusive experiences around the world.
What is the most memorable request you have ever received? One of the most unforgettable came in Las Vegas, when a guest asked me to accompany his daughter on a shopping spree with one condition: make sure she did not spend more than $500,000 in a single day because he “didn’t want to spoil her.”
What is one recommendation you regularly share with guests? I always encourage guests to venture beyond the Grand Canyon and Sedona. One of my favorite hidden gems is the Four Peaks Amethyst Mine Tour, where breathtaking scenery and one-of-a-kind adventure showcase a side of Arizona few visitors ever experience.
Name the top three restaurants you recommend to guests. Christopher’s at Wrigley Mansion, Bacanora and Mixela.
What is one must-do experience at your hotel? Three-way tie: take the history tour, relax at Tierra Luna Spa and enjoy sunset at Spire Bar.
Justin Crowl
Concierge, Boulders Resort & Spa
Growing up in Sedona, Justin Crowl developed an appreciation for Arizona’s remarkable landscapes long before hospitality became his profession.
He entered the industry at age 20, beginning at Sky Ranch Lodge before earning his first concierge position. Crowl later joined Enchantment Resort, where he refined his expertise in luxury guest services while helping visitors experience one of the state’s most celebrated destinations. After relocating to the Valley, he spent eight years with Marriott Hotels, serving guests at Courtyard Scottsdale North and Residence Inn Phoenix Desert View at Mayo Clinic before joining Boulders Resort & Spa in 2012.
Since then, Crowl has become one of Arizona’s most respected concierges, known for pairing personalized service with an extensive knowledge of the state’s outdoor adventures, cultural attractions and hidden gems. His dedication earned him Where Magazine’s Up & Coming Concierge of the Valley recognition in 2012, followed two years later by the prestigious Silver Plume Award, one of the profession’s highest honors.
In addition to welcoming guests from around the world, Crowl serves on the board of the National Concierge Association’s Arizona Chapter, helping advance the profession while continuing to showcase the very best of Arizona hospitality.
What is the most memorable request you have ever received? I once hiked to the top of our boulder pile and hid within the rocks to photograph a guest proposing to his girlfriend.
What is one recommendation you regularly share with guests? Hiking and mountain biking are one of our top requests. We regularly recommend local trails for guests or send them out with Wild Bunch Desert Guides when they request a guided tour.
Name the top three restaurants you recommend to guests: Keeler’s Neighborhood Steakhouse, Tonto Bar & Grill and Local Bistro
What is one must-do experience at your hotel? Rock climbing is our signature activity at The Boulders Resort & Spa. You scale the sheer ledge of our signature boulder pile, with a guide of course.
