True Hospitality: Lessons Learned from Behind the Concierge Desk

by Jamie Cooperstein

"Everything points back to the uniformed girl at the podium in the lobby of the Rittenhouse."



At twenty-two Jamie Cooperstein dreamed of becoming a successful sports journalist. She never expected that putting on a concierge uniform and stepping into the lobby of the Five Diamond-rated Rittenhouse Hotel would lead to anything more than a paycheck.



Written with wit and humor, True Hospitality is a story of finding an unexpected calling behind the concierge desk. Through personal anecdotes of outlandish guest requests, lavish weddings and parties, celebrity stays, and smoke-filled lobbies, Cooperstein takes an honest look at the true meaning of hospitality and how it came to define her.



True Hospitality is a fascinating memoir of one woman's journey to find her way in the world of luxury hospitality.

Genres: Memoir

148 pages, Kindle Edition

Published April 8, 2025

Reviews

[Blaine DeSantis · Rating 4 out of 5]

Very enjoyable memoir by Jamie Cooperstein as she tells us her story to becoming a Concierge at a 5***** Philadelphia hotel, and later on as Concierge at a Private Residential tower in the same town. Her memoir is light, filled with fascinating stories and insights as to what it is like to be working on he "other side of the desk." I found her book to be extremely well written, as well as filled with wonderful life lessons as to how to make our own lives happier and make our interactions with other more meaningful. Very well done effort!!! 4.5****

[Sheila · Rating 3 out of 5]

I received a free copy of, True Hospitality, by Jamie Cooperstein, from the publisher and Netgalley in exchange for an honest review. Jamie Cooperstein always wanted to be a sports writer, she ended up in hospitality. Jamie has had a really interesting career as a concierge. This book was interesting to me.

[CatReader · Rating 3 out of 5]

Jamie Cooperstein runs a hospitality consulting business; in her brief (148 page) 2025 memoir True Hospitality, she writes breezily about her 10 years working as a concierge in Philadelphia, first in a luxury hotel (the Rittenhouse), then in a nearby luxury high-rise condo (Two Liberty Place).

This was a quick read, with most chapters lasting for only a few pages and largely staying superficial and focused on vignettes (including some gawking, namedropping moments that felt included for salaciousness) without delving too much into the author's feelings or analysis. Though, she does tellingly write:

I knew I wanted to stay in the world of luxury hospitality...the level of discernment and service I'd grown accustomed to and was groomed to provide for a clientele that enjoyed limousines, bottle service and acclaimed chefs - all of which I'd enjoyed learning about, test deriving, and enhancing my own life with. Everything looked so glamorous especially when you were seeing only a small snapshot of the guest's actual life whole they vacationed. I wanted to be a jet-setter too. I yearned ot find a successful attorney or notable doctor to be my life partner and travel companion and have someone put rose petals on our bed.

So the work brought her a lot of wish fulfilment and fantasy too. That was the main pull of tension I sensed in the work -- her resentment at some of the spoiled, overly demanding clients juxtaposed with her not-so-secret desire to be one of them. Very similar vibes to Stephanie Kiser's memoir Wanted: Toddler's Personal Assistant about working as (highly-paid) nanny to affluent New York families.

Ultimately, Cooperstein transitioned from being a concierge to consulting in hospitality, after she married a doctor and his income (who, coincidentally, she was set up with via a resident at her luxury condo complex).

Further reading: hospitality and being in the periphery of wealth
Heads in Beds: A Reckless Memoir of Hotels, Hustles, and So-Called Hospitality by Jacob Tomsky
Private Equity: A Memoir by Carrie Sun

My statistics:
Book 121 for 2025
Book 2047 cumulatively

[A Bookworm Crafts · Rating 3 out of 5]

In this book, Jamie Cooperstein shares stories of her experience working in a luxury hotel.
Rather than a personal memoir, this is a series of anecdotes with some recurring characters but no In-depth look into their lives. I enjoyed reading about the situations she described but would have liked more of a personal touch to the story and her journey.

A recommended read to those who want to learn more about the customer service field or who would like some insight into the lives of the rich and famous.

Thank you to Netgalley and GFB for providing me with a digital copy of this book in exchange for an honest review.

[Beatka · Rating 5 out of 5]

A wonderful book for anyone even slightly curious for a 'behind the scenes' look at the underbelly of luxury concierge work. Great lessons throughout, a quick and pleasurable read!

[Ashley · Rating 3 out of 5]

I requested this book to reminisce about my days as a concierge and commiserate on the hard days with the author, Julie Cooperstein. True Hospitality is a simple approach to what work is like as a concierge in 5 star luxury accommodations. It’s an engaging and quick read that I think anyone starting out in hospitality should read. This will give the reader an excellent jumping off point into what they’ll expect to encounter on the job and if it’ll be a good fit for them.

I wished the author would have gone deeper with the work and her personal life because it all came across rather surface level. Don’t bring up a crush on a co-worker and then almost immediately after causally mention you no longer have a crush on them without elaborating more. Why mention it at all then? The author does this with a number of people in the book. She gives the impression certain people she’s mentioning will hold favor as the story is told but then throws them away a few paragraphs later. I know the main point of the book is the work she did, along with how she evolved, but the book needed a deeper personal connection and if she didn’t want to give that, then don’t mention any interpersonal relationships. Work-wise I’d have liked her to describe what giving her notice at the Rittenhouse felt like, and how her co-workers reacted.

She definitely knows the hospitality industry and its expectations. She really rang true when she stated hospitality is gray and sometimes rules are meant to be broken. It was nice to read about a vulnerable moment where she made a mistake and learned from it. When the book ended, I wanted more. I wanted to know about her business and her lectures and what life was like after leaving Two Liberty. Did the book club keep going? I felt like it ended too abruptly.

Thank you to Girl Friday Productions for this ARC via NetGalley in exchange for an honest review.

[Jean · Rating 5 out of 5]

Fascinating read of the role of a Concierge in the hospitality industry. This non fiction should be on library shelves from public, high school, colleges and universities. A great overview of the Hospitality Industry from the standpoint of a concierge but awareness of the industry with the goal of complete customer service. Not a dull book but a humorous fast read for which the author is to be commended. Thanks to #NetGalley and #girlfridaypinlishing for an ARC of this book; this is my honest opinion.

[Tracie · Rating 4 out of 5]

A well written memoir about a woman that unexpectantly finds herself in the concierge business. I loved all of this book and the stories she passed to us in a profession that is not as common to the general public. A very entertaining and quick read! Thank you to Netgalley, the author and the publisher for a chance to read and review this book in exchange for an honest review.

[Diane · Rating 4 out of 5]

*3.5 stars*

Engaging peek into the life of a concierge...

Jamie Cooperstein spent ten years as a concierge in luxury residents – both hotel and residential suites – and offered her insights into what that really meant. Her career took an unexpected turn when she landed this job, coming from a journalist background, and it wasn’t all that she had expected. From the grittiest of jobs (won’t think about uniforms in quite the same way now) to the thrill of making an impact on a guest’s day, she shared the highs, the lows and the minefields that working for the rich and (sometimes) famous meant in Philadelphia.

I enjoyed the stories and the vivid descriptions as the author brought the behind the scenes to life. It felt a bit glossy, like the beautiful covers of a photo book – very enjoyable but wished there had been more depth to it. She had a husband and daughter but they felt like minor (almost inconsequential), even the people who impacted her professional life so deeply felt one-dimensional.

Would I recommend this? Yes. It was an entertaining, quick read and if you were thinking of this as a career, and didn’t know a lot about what the job entailed, it would offer some good insight.

*I happily reviewed this book
**Thank you to NetGalley and GFB

[monday's bookshelf · Rating 4 out of 5]

Jamie Cooperstein was plunged into the most unexpected journey in her life — from becoming an anchor to working in a high end Hotel in Philadelphia. She talked about how her career shaped her perspective on human connection and the intricacies of the hospitality industry.
From the most outrageous requests from the guests to heartwarming moments, this book is filled with real life anecdotes. Cooperstein provides us with an insider view of what it is like to work in a high-end and exclusive hotel, dealing with people — from celebrities to high-profile individuals that would throw lavish weddings and all the last minute emergencies she had to take care of and the unglamorous realities behind the scenes.
With her witty and engaging storytelling, Cooperstein highlights the job taught her; the power of connecting with human, making them feel valued not just in her workplace but also in her daily life.

Special thanks to the publisher, Jamie Cooperstein and Netgalley for sending me this ARC in an exchange of my honest review.

[MARGARET S]

This author has the heart of an athlete. She plays to win, believes in herself, and has us rooting for her from. page one of this delightful page-turner. Like all great memoirists she is constantly learning, changing, evolving, humbled, and bouncing back from her missteps. She lets in her family just enough so that we see her mother, father, and grandmother as the source of her positivity: she has been well-loved. Because this young woman was so driven by ambition to both fit in and prevail, as well as having fantasies about the world of luxury beyond her own experience, she is able to locate herself within the stratified hierarchy of social class, finding herself between the ultra-wealthy patrons she served and the working class hourly employees with whom she served, looking for the common humanity that binds them all. The local color of Philadelphia for those of us who recognize names, places, even sports teams is the cherry on top, but the themes are so universal I am certain this charming tale could be enjoyed half-way round the world.

[Amy Campbell · Rating 5 out of 5]

Oh, I enjoyed this book so much! Ms. Cooperstein began her working life with hopes of becoming a sports journalist. When that did not pan out, she asked her cousin to speak up for her at his employer, The Rittenhouse in Philadelphia. She landed a position on the concierge team with little to no experience and learned from the ground up. After some years at The Rittenhouse, she became the concierge at a luxe highrise in Philly that catered to some very interesting people of wealth and means.

Her education in the art of guest hospitality makes for fun reading, as the book is written in a personable and engaging style. She tells hilarious stories about her time as a concierge, from wild weddings to mediating dispute to some very specific requests from guests and tenants. She had to thread the needle between "the rules" and exceeding the expectations of her clients. Her quick thinking got her out of a couple of tough situations that made me laugh, and I know I wouldn't have been as cool as she was when things went sideways.

I definitely recommend this book for folks who enjoy memoirs and would like an inside peek behind the concierge podium!

Ms. Cooperstein now heads up her own consulting business, educating companies and their staff in the fine art of hospitality. I appreciate Girl Friday Productions and NetGalley for giving me an advance copy to read and review!

[Katherine Walsh · Rating 3 out of 5]

This book was a really interesting, quick read. I loved learning more about the concierge industry. I never thought about how much pull a concierge has until reading this book.

This book lost stars because I felt like the chapters could have gotten more in-depth. They always felt a bit incomplete. I also really wished we have gotten more insight into the authors life after becoming a consultant. I didn't even know this was a job. It would have been interesting to learn more about the progression from concierge to trainer, as well as what exactly the author does in her current job.

Similar to the other chapters, the ending felt unfinished to me.

[Ginger Hudock · Rating 3 out of 5]

I really enjoy reading memoirs of people who have lives that are very different from mine. The author of True Hospitality, Jamie Cooperstein, is different from me in many ways, as she is a young female living in a large northern city. I am aged 60+ living in a small southern town. This book recalls her experiences as a concierge in a 5 diamond hotel and then in a luxury high rise condominium. The discussions of her interactions with both co-workers and customers were very interesting. This book would be of interest to anyone in a customer service field or those who want some insights into the lives of "the rich and famous".
I received an advanced copy from the publisher via NetGalley.

[Jeanette · Rating 3 out of 5]

3.5 stars but I cannot round it up because I wanted more personal core of Jamie than I got.

Interesting and very insightful to the Philadelphia of her origins too. Intersect of cordiality- it IS a honed attribute. IMHO, one of the few real differences in economics class perceptions has to do with the aptitude of asking a stranger to make decisions or to perform tasks entirely sited in your own specific choices etc. People with long wealth never seem to have a bit of trouble doing this on steroids.

This sounds a whole lot more difficult physically than Jamie made it seem for the real time standing.

[Samantha Liss · Rating 4 out of 5]

This is a great memoir that reads like a novel about being in the hospitality industry using the city of Philadelphia as a backdrop and prime address like the rittenhouse hotel and liberty place. Fast paced and packed with real life stories of what it is like to be in the service industry and create memorable customer experiences.

[Michael Shaw · Rating 5 out of 5]

Jaime Cooperstein's True Hospitality offers a fascinating and insightful glimpse behind the concierge counter, providing an insider's look at providing exemplary customer service at some of the most prestigious addresses in Philadelphia and beyond. Combining memoir-style personal anecdotes and practical customer engagement and experience tips, strategies, and actionable ideas, True Hospitality is a truly worthy addition to any customer service professional's library. Cooperstein manages to weave together an insightful and accessible narrative in a compact but memorable book. 

I highlighted several passages that I'll be sharing with my team. If you work in the customer service industry AMD manage a team with whom you wish to instill the highest caliber of service excellence, True Hospitality is a great tool to share, regardless of who you customers, clients, or members are. 

[Roberta Makatche · Rating 5 out of 5]

Love this book. A true story about a young woman that
Accepted a challenge of working with hospitality and truly succeed. She tells you all about behind the hospitality scenes and in a very professional resolve problema and obstacles that came along the way.
I am giving this book to my daughter to read and find inspiration on how never give up.

[Kevin McGrath · Rating 5 out of 5]

What a wonderful read! This is a great "origin" story of one of the foremost experts in customer service excellence in the country. It is a fascinating tale of Jamie's Delco beginnings and her intriguing journey to becoming a champion in this field. It is a delightful read that is fun and intriguing and full of fun Philly details and facts.

[Reader · Rating 5 out of 5]

If you’re looking for an entertaining and easy read, this memoir from a concierge’s point of view is the one for you. Each chapter feels like a mini story, making it perfect for picking up and reading in short bursts or devouring in one sitting. Whether you’re a fan of memoirs or just curious about life in the hospitality world, this book is sure to leave you entertained and maybe even a little more appreciative of the people working behind the scenes.

[Lauren Kirk · Rating 5 out of 5]

Every reader will find themselves rooting for Jamie, the plucky narrator navigating her entry, survival, and success in the sophisticated industry of elite hospitality. This book moves quickly and is ideal for those who appreciate behind the scenes glimpses of luxury settings and a mix of personal and professional anecdotes. This is an ideal read or gift for recent graduates, anyone considering a career shift, or those who enjoy hearing how someone makes great things from unexpected opportunities. (Also has lots of fun local references for residents or fans of Philadelphia.) Highly recommend.

[Rachel · Rating 3 out of 5]

A couple of weeks ago, I needed something light with a bit of humor and picked up “True Hospitality: Lessons Learned from Behind the Concierge Desk” by Jamie Cooperstein. It met that exactly, and also was only 178 pages long. It’s a memoir, but centered around her career as a concierge at a high-end hotel in Philadelphia. In her early 20s with no direction in life and needing a job, she landed in the role through some family connections. The book includes not only the clients she served but the other workers of the hotel, most also from lower middle class neighborhoods like her. The book was overall fairly engaging, even if I did roll my eyes at the crazy amount of name-dropping she did. It was interesting also to see how she took this job that was just meant to be temporary and a paycheck to become a career in hospitality. Overall I enjoyed it, and was glad to spend an hour or two reading it. Thank you to GFB Publishers and Netgalley for the advanced copy, it was published in early April and is available now.

[Julie Affrime · Rating 5 out of 5]

This is a really neat look at a career very few people even know exist. It’s insightful and fun. It seems the author set out to write a book about her career without pulling any punches, but kindly withholding names.

Made me laugh out loud a few times too.

Highly recommended.

[Erica · Rating 5 out of 5]

Jamie offers a peek into the often taken-for-granted industry of hospitality with her fun, insightful memoir. She pulls back the curtain to reveal what it takes to accommodate guests and residents of the Rittenhouse Hotel, a luxury establishment in Philadelphia. Readers are left with valuable knowledge of the many moving parts involved, which are for the most part, executed with precision and pride by individuals from all walks of life who strive for excellence.

To follow a young woman with drive, creativity and a can-do attitude in a role that can be very unpredictable, to not only excel as a concierge, but then start a successful customer experience consulting business…Jamie’s journey is enjoyable and inspiring. It is definitely worth your time as a reader.

[Caryl Rosenthal · Rating 5 out of 5]

True Hospitality takes you behind the concierge desk at two of Philadelphia’s finest hotels/condos. A huge amount of training makes hospitality look effortless. The author focuses on the people behind the scenes as well as the visitors. Hospitality at this high level is an art form. The book was fast reading and entertaining.

[Jennifer · Rating 5 out of 5]

True Hospitality is a delightful romp through Philly's hospitality industry. It's Upstairs/Downstairs Philly style. Cooperstein has determination and heart, and it shines in how she interacts with customers and coworkers. A fun read!

[Beth · Rating 5 out of 5]

True Hospitality was a really fun and quick read! An insightful memoir that brings us behind the scenes in the often overlooked hotel concierge world. Cooperstein offers up candid and sometimes shocking challenges she faced from managing guest expectations and interactions with other staff.