True Hospitality: Lessons Learned from Behind the Concierge Desk, by Jamie Cooperstein

From journalism to the hotel desk

Through a conversational lens, Cooperstein recounts her unexpected journey from aspiring broadcast journalist to a seasoned concierge, offering a relatable and grounded perspective on the realities—both glamorous and gritty—of this customer-focused field. While the book meanders somewhat and occasionally dwells on the author's personal awakenings, its core message of continuous learning, the power of connection, and the importance of finding your niche resonates, making it a worthwhile read for those seeking an insider look into the hospitality industry.

In the early chapters of True Hospitality, Cooperstein paints a vivid picture of her youthful aspirations, driven by a deep fascination with journalism, particularly after watching Bob Costas interview Kerri Strug in the aftermath of her legendary vault at the 1996 Summer Olympics. Her determination to break into broadcast journalism, underscored by a series of part-time jobs and hands-on experience at regional media outlets, lays the foundation for a career path that takes an unexpected turn.

After a candid remark from a mentor, suggesting that her “localness” was a major barrier to her vocational ambitions, Cooperstein seemingly abandons her professional journalism goals, marking a critical turning point in her journey—an honest, relatable moment that underscores the unpredictable twists of professional life. What follows is a chance entry into the world of hospitality, first at the Wells Fargo Center and later at the esteemed Rittenhouse Hotel. This pivot, made without prior experience in the field, illustrates the serendipitous nature of opportunity—how the best paths can unfold when least expected. Cooperstein’s early narrative is a powerful ode to adaptability and openness, reminding readers that in dynamic industries like hospitality, success often hinges not just on skill, but on the willingness to seize unexpected opportunities with both hands.

Discovering harsh realities

However, as Cooperstein transitions into her experiences at the Rittenhouse Hotel, the book's pacing and focus begin to waver. While her reflections on the diversity of her colleagues, an eye-opening contrast to the more homogeneous environments she’s previously encountered, are essential in illustrating the broad range of personalities and backgrounds one encounters in the hospitality industry, this section begins to feel drawn-out. Similarly, her wide-eyed revelations about the grittier underbelly of hotel life, ranging from encounters with sex workers to the struggles of coworkers battling addiction, while perhaps jarring for someone with a relatively sheltered background, come across as somewhat simplistic. These revelations, while certainly lending an air of authenticity to her narrative, may not resonate deeply with readers who are already well-acquainted with the harsh realities of the service industry.

A personal approach

Despite these occasional dips, True Hospitality shines when Cooperstein focuses on the core tenets of excelling in the field. The theme of continuous improvement is powerfully illustrated through her proactive efforts to become an invaluable resource for her guests. Her dedication to personally experiencing local attractions—from dining at restaurants to attending theater productions and cultivating relationships with nearby museums—highlights the proactive approach necessary to elevate one's service. This "show, don't just tell" methodology transformed her from a novice concierge to a sought-after expert, demonstrating the tangible benefits of going the extra mile.

Ultimately, True Hospitality succeeds not as a definitive guide, but as an accessible and encouraging account of one individual's journey within the industry. While some sections might feel less relevant, the book's emphasis on continuous learning, building genuine connections, and adapting to the unexpected makes it a valuable read for those exploring career options in hospitality. Cooperstein's honest voice and relatable experiences demystify the industry, highlighting both its challenges and its rewards. For anyone standing at the threshold of a career in the service industry, True Hospitality offers a reassuring and practical glimpse into the possibilities that await, emphasizing that true hospitality stems not just from training, but from genuine curiosity, a willingness to learn, and a dedication to creating meaningful experiences for others.