What to Look for in Concierge Services
A concierge’s post is critical to the profitability of a hotel in the long-term. Their performance is vital for a nice stay. By availing very customized services, concierges build wonderful experiences that ultimately increase customer loyalty. They may also be regarded as ambassadors, who promote a hotel’s reputation and image.
So, what qualities make concierge services great? Here’s a list of attributes of great global concierge services.
Being approachable is the first step to a memorable experience. As an individual, a concierge should be easy to approach and engage with. A warm and friendly reception invites people back to the guest house.
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This is the capacity to connect with others. It involves great communication skills, such as written, verbal, and non-verbal (for example, eye contact, smile, as well as other ways to be open. In addition, it means maintaining a professional appearance, taking into account your most old-fashioned guests.
Guests often reveal crucial private info to the concierge at the desk. This sets the basis for dealings in the future, building trust with guests, as well as growing a reputation by developing that trust.
A concierge doesn’t have any formal authority over anyone. In order to use a strong network of suppliers and colleagues to help him/her assist guests, the concierge must show respect to all. They way they treat people is how they’ll be treated, and it will definitely help to be good to people.
Guests will feel they have had a nice hotel stay if they think they’ve received more than they expected. Placing chocolates on pillows can serve this purpose. Every concierge needs to be willing to do their best when serving guests. For example, the vital need of a location’s map is an excellent way to begin a long conversation, which is limited only by the concierge’s imagination. It’s also a good idea to be generous and appreciative of suppliers and colleagues.
The world usually meets in a hotel lobby. Here, you will hear people of varying cultures speaking a variety of languages, you will also see people of various sizes, shapes, ages, and colors. In this multinational setting, the concierge has to welcome cultural diversity with acceptance and tact. Remember: service never discriminates.
A concierge should have the patience to repeat the same instructions or directions to the closest mall, at times even to the very same guests. It could be the millionth time of asking this year for the concierge, but it could be the first time of asking for the guest. Sometimes it can be hard, but not showing any hint of impatience is part of being a concierge.
Ability to keep calm
A concierge needs to be able to stay calm in times of turbulence. He or she should show they are in control of such situations, which will help calm down concerned guests.