How can you inspire your concierge team to be more creative and innovative?

1 Encourage curiosity and learning

One of the best ways to inspire creativity and innovation is to encourage curiosity and learning among your concierge team. Curiosity is the fuel for creativity, as it leads to exploring new ideas, asking questions, and seeking feedback. Learning is the process of acquiring new skills, knowledge, and insights that can enhance your concierge service. You can encourage curiosity and learning by providing your concierge team with opportunities to attend training, workshops, webinars, or industry events, to access online resources, books, podcasts, or blogs, or to shadow or mentor other concierge staff or experts in the field. You can also create a learning culture by rewarding curiosity, celebrating learning achievements, and sharing best practices and lessons learned.

2 Promote collaboration and diversity

Another way to inspire creativity and innovation is to promote collaboration and diversity among your concierge team. Collaboration is the act of working together to achieve a common goal, by sharing ideas, perspectives, and feedback. Diversity is the recognition and appreciation of the different backgrounds, experiences, and talents of your concierge staff. You can promote collaboration and diversity by creating a team-based structure, where your concierge staff can work in pairs or groups to handle different tasks, challenges, or projects, by facilitating regular team meetings, brainstorming sessions, or feedback loops, or by inviting guest speakers, experts, or partners to share their insights and experiences. You can also create a collaborative and diverse culture by encouraging openness, respect, and trust among your concierge staff, and by recognizing and rewarding their contributions and achievements.

4 Challenge and reward

A fourth way to inspire creativity and innovation is to challenge and reward your concierge team. Challenge is the stimulation and motivation to overcome obstacles, solve problems, or achieve goals. Reward is the acknowledgement and appreciation of the efforts and outcomes of your concierge staff. You can challenge and reward your concierge team by setting realistic but stretch goals, by providing them with constructive and timely feedback, by offering them incentives, bonuses, or recognition, or by creating a gamified system, where they can earn points, badges, or rewards for their creative and innovative actions. You can also create a challenging and rewarding culture by celebrating successes and milestones, by sharing stories and testimonials, and by creating a sense of fun and enjoyment.

5 Lead by example

A fifth way to inspire creativity and innovation is to lead by example. As a hospitality manager, you are the role model and the influencer of your concierge team. They look up to you for guidance, inspiration, and direction. You can lead by example by demonstrating your own curiosity and learning, by collaborating and embracing diversity, by providing autonomy and flexibility, by challenging and rewarding yourself and others, and by showing your passion and enthusiasm for your concierge service. You can also lead by example by being transparent and authentic, by admitting your mistakes and failures, by asking for help and feedback, and by acknowledging and appreciating your concierge staff.

6 Monitor and measure

A sixth way to inspire creativity and innovation is to monitor and measure your concierge team. Monitoring and measuring are the processes of collecting and analyzing data and information to evaluate the performance and impact of your concierge service. You can monitor and measure your concierge team by defining and tracking key indicators, such as guest satisfaction, retention, loyalty, referrals, reviews, or revenue, by conducting surveys, interviews, or focus groups with your guests, staff, or partners, by using tools, software, or platforms to capture and visualize data, or by conducting audits, reviews, or assessments of your concierge service. You can also use monitoring and measuring to identify strengths, weaknesses, opportunities, or threats, to provide feedback and recognition, to make adjustments or improvements, or to set new goals or strategies.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?