Overview

What holds a hotel together when visibility fades and responsibility concentrates? In Behind the Keys, G. F. Coburn & M-E. Humphreys reflect on life as concierges and night managers in luxury hospitality - roles defined not by performance, but by judgement. This book explores the unseen discipline of service: working nights when decisions carry greater consequence, leading without authority on display, navigating cultural difference, and managing expectation without eroding trust. It considers professionalism as a practiced restraint, and leadership as consistency rather than charisma. Written as reflective professional non-fiction, Behind the Keys avoids instruction and anecdote in favour of insight. It speaks to hospitality professionals, leaders, and those interested in how responsibility is carried quietly in complex environments. This is not a manual, and not a memoir. It is a study in judgement, humanity, and the craft of service.

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