For the latest edition of our recurring feature How's Business?, we venture into the eye of the TIFF storm and talk to the man who makes things happen at one of the city's most celeb-infested hotels.
It’s no surprise that early September is a crazy time of year in the city. Along with the return of downtown workers who have spent a good deal of August at the cottage or on vacation, thousands of students once again start populating the bars in the Annex and the shops of Queen West. On top of all this, TIFF comes to town, and with bigger stars dropping by every year, it is increasingly becoming a top-tier festival on par with Sundance and Cannes.
As such, catering to the rich and famous is an essential part of keeping the star clientele coming back, and Toronto has seen its fair share of luxury digs pop up over the past few years. Along with tried and true celebrity haunts like the Four Seasons and Windsor Arms, this year’s arrival of the Ritz-Carlton and the planned opening of a Shangri-La and a Trump Hotel will give an array of premium options never before seen in the city.
This year, the title of most celeb-infested hotel arguably goes to the Hazelton, which, with five stars to its name and a location in the heart of Yorkville, almost gets the prize by default. That doesn’t stop the staff from working hard and treating everyone (including yours truly/lowly journalists) with politeness and respect. Along with hosting Strombo’s annual shindig, the Hazelton has been a temporary home to some of Hollywood’s hottest actors, including (reportedly) Ben Affleck, Jon Hamm and Blake Lively. And though staff weren’t saying much about the famous faces who have graced the hotel’s halls, we had a chance to chat with head concierge Ronaldo Breton about how business has been at the hotel during TIFF, and what it’s like to say “yes” to even some of the most outlandish celebrity requests.
How long have you worked in the hospitality industry?
About 11 years. This is my fourth TIFF with the Hazelton and before that I was at the Fairmont Royal York.
The hospitality industry seems like it can be pretty demanding, with long hours and a lot of stress. Why do you do it?
I just love it. I love the challenges I get every day and, really, each day is never the same.
How did you get to be a concierge at the Hazelton?
For everyone it is different. Some people work at the hotel in other positions and make their way up to be a concierge. For me, I took the concierge program at the [now closed] International Concierge Institute in Montreal. But, really, if you are resourceful and knowledgeable about the city, then you can become a concierge.
How much busier does the Hazelton get during TIFF?
It depends, because during the year our hotel is sold out all the time, and not just during TIFF. Also, we’re a business hotel first and foremost, so we have regular guests who come to the city all year long.
How does the dynamic of the hotel change during TIFF?
Obviously, there are more celebrities and more people involved in the film industry staying there during this period. The main difference is that, during TIFF, there is more security to handle all the special guests.
And how do you ensure the security of the clientele?
The hotel is extremely safe. All floors are key access only, so no one can go on a floor they’re not allowed to. And if anyone is asking for a name, we can’t divulge the names.
So can you tell me any of the celebs that have stayed at the Hazelton in the past?
Unfortunately not.
Alright, without naming names, can you tell me what are some of the more extravagant services that have been requested in the past?
[Laughs] Anything that is legal and possible, we can do it. You see, for us it might be extravagant, but for them it’s normal. And after all these years it’s hard for me to say if one thing is more extravagant than another. But we’ll arrange private planes, helicopters—pretty much everything they ask for. We try never to say no.
So, for example, if someone wants a specific dish, like a burger, from a specific restaurant, you can get that for them?
Yes, of course, the answer is always “absolutely.” Things come with a cost, but as long as they are willing to pay for it, they can have it. We only say “absolutely,” we don’t say “no.”
Do staff at your hotel dread the TIFF period?
Actually, I would say we look forward to it. It’s the funnest time of the year.
Now that TIFF’s winding down you must be looking forward to it being quieter next week?
[Laughs] Actually we’re gonna be really busy next week, there’s a huge city-wide conference town, the SIBOS conference, so all the hotels are gonna be booked for a few days.
