"A hotel guest called me and said, 'Why is it raining? I want it to stop.'"

BarcelonaIdalija Nacaite is from Lithuania and first visited Barcelona as a tourism student thanks to the Erasmus program. "Barcelona was and continues to be a model for tourism because it offers everything: sea, mountains, a very metropolitan city," she explains. For more than 10 years, she has worked as a concierge at the Hotel El Palace, a job she dreamed of when she finally settled in the city. "I lived in Arc de Triomf and every day I passed by El Palace on the bus and I drooled. I dreamed of working, and one day I walked in and left my resume. When they interviewed me, they were surprised because I knew everything about the hotel," she recalls.

Last year, Nacaite was nominated for the title of best young concierge awarded by the Spanish Keys of Gold association, an organization that brings together professionals from five-star hotels and beyond. "A concierge is the eyes, ears, and hands of the hotel. Our essence is everywhere. When I'm talking to a guest, I already see who walks through the door and I can deduce where they're coming from and what they want. We can never say «No» And this is very difficult because sometimes we can't get certain things when they want them," he reflects. And how do you resolve these situations? "You smile and say «whatever you want»"", replies Nacaite, who emphasizes that a key characteristic of a good concierge is knowing how to navigate the city.

In his position as concierge, he's encountered all kinds of requests, from balloon flights to boats, getting Ricardo Darín's signature when he was at the Coliseum Theater, or buying a Pilates machine for a holiday. He also has to find a musical group in the middle of the night that can perform on the hotel terrace so a client can surprise his wife with a romantic gesture. Nacaite assures that a good concierge can achieve anything. This gift can also be a double-edged sword and lead to surreal moments. "We organized a stay at Port Aventura for a client and his family. They came and, suddenly, they called me: 'Why is it raining? I don't want it to rain,' they told me. At that moment, although you can't control the weather, you have to be very quick to respond because the client is already upset," he recalls.

At the Hotel El Palace, depending on the season, a suite can cost between 4,000 and 5,000 euros a night. The concierge assures that guests who spend this kind of money are often particularly discreet. "Sometimes you think it's someone famous, and when they check into the hotel, they're wearing their backpack and sneakers. Then you do a Google search and it turns out it's the CEO of General Motors, who can be more powerful than a celebrity. In reality, you enjoy dealing with someone like that more," she says.

Although Barcelona remains a highly sought-after tourist destination, Nacaite assures that she has noticed changes recently, especially in the type of tourists the hotel welcomes. "Right now, the global social and political context is having a big impact. This year is a bit strange for luxury travelers, although occupancy remains high. Americans aren't coming as much now because of everything that's happening with Trump: travelers from the United States invest a lot in the stock market, which is currently experiencing many ups and downs. They wait until the last minute ...