"Real celebrities are easygoing" - a protocol expert's secrets

By Elke Richter Aug 25, 2011, 3:06 GMT

Nuremberg, Germany - Hilke Hartmann stands inconspicuously next to the stage wearing a grey suit and flat shoes. She's listening to a walkie-talkie earpiece and has a black folder in her hand.

Hartmann's busy eyes are constantly in motion and at first glance you could mistake the 44-year-old for a bodyguard. But Hartmann is a protocol expert; someone who takes care of all matters of etiquette from how to correctly address a guest to managing the sequence of events at a large function attended by VIPs.

Only a couple of hundred people in Germany work 'in protocol'. The country's federal government and state administrations employ protocol experts but some big corporations and trade fair firms also use their services. There is no formal training.

'Anyone who is sensitive to the needs of people and certain situations has what it takes,' says Hartmann who is responsible for matters of etiquette at Nuremberg's trade fair company, NurnbergMesse.

'It's a very easy job when it comes to involving really famous people,' says Hartmann. People like that appreciate the job of the protocol professional, especially when it comes to personal matters like being served a cup of green tea on the hour. Those who complain a lot often tend to try and show how important they are but only end up highlighting their second class standing.

However, not all celebrities are easy to cater for. French actor Gerard Depardieu almost drove Hartmann mad once by arriving two hours too late to an opening ceremony. 'He was fabulously late. It was awful,' says Hartmann.

Later, as he toured the event, Depardieu suddenly decided to sit down and have a smoke. 'He doesn't care if five government ministers and a mayor are waiting for him,' sighs Hartmann, years after the incident happened. At moments like that all you can do is laugh and react flexibly because the client and guests should not notice that something has gone wrong.

That explains why the most important skill a protocol professional must have is the ability to maintain an overview when dealing with several matters at the same time.

Naturally a precondition for that is a good upbringing: 'You shouldn't have any problem in a three star restaurant.' You also need to be an open and friendly person 'because it's essential that you can approach people and not shy away from them'.

Hartmann balances her career in protocol by singing in her spare time in a choir and through her family and six-year-old daughter. She has a degree in Japanese and English Studies and arrived by chance in the protocol business.

She once had a job in Germany's consulate in Osaka where she was initially responsible for public relations but ended up organising diplomatic receptions. When she returned to Germany to apply for a post at Expo 2000 she was invited to apply for a job in protocol.

She now plans large events such as opening ceremonies and festivals involving hundreds of guests and VIPs at NurnbergMesse. 'What I like about this job is that I get to work with many different people,' says Hartmann.

Her job can be very demanding and often involves walking many kilometres every day - that's why she wears flat shoes. 'I also like the funny feeling you get in your stomach when you see the plan is working and that everything is going as it should.'