Taste of Prague interviews Petr Zezula, retired head concierge of Prague's Four Seasons hotel. We discuss what is a concierge and how are they different from a hotel's front desk manager. Is "no" a viable response to a hotel guest's request? Do they play the morality police when responding to demands? How important is networking for a concierge? How beneficial is the Les Clefs d'Or organization for a top-notch concierge? Are big hotels immune to the threat of the online review? Have the omnipresent smartphones and apps changed the way guests approach a concierge? And what have been the biggest changes throughout Petr's career? Listen to find out.