How do you create and maintain a positive and professional image of concierge services and the hotel brand?

1 Dress for success

Your appearance reflects the standards and values of the hotel brand. You should always dress neatly, appropriately, and according to the hotel's guidelines. Avoid wearing anything too casual, flashy, or distracting. Choose colors and accessories that match the hotel's logo and theme. Make sure your clothes are clean, ironed, and well-fitted. Pay attention to your personal hygiene and grooming. A polished and professional look will convey confidence, competence, and respect.

2 Communicate effectively

Your communication skills are essential for building rapport and trust with your guests. You should always speak clearly, politely, and positively. Use proper grammar, vocabulary, and tone. Avoid using slang, jargon, or filler words. Listen actively and attentively to your guests' needs, preferences, and feedback. Ask open-ended questions and confirm your understanding. Use positive body language and eye contact to show interest and empathy. A friendly and helpful communication style will make your guests feel welcome, valued, and comfortable.

3 Be knowledgeable and resourceful

Your knowledge and resourcefulness are your greatest assets as a concierge. You should be familiar with the hotel's facilities, services, and policies. You should also be aware of the local attractions, events, and amenities. You should be able to provide accurate, relevant, and timely information and recommendations to your guests. You should also be able to handle any requests, issues, or complaints with professionalism and efficiency. You should always be prepared to go the extra mile and find creative solutions for your guests. A knowledgeable and resourceful concierge will demonstrate expertise, reliability, and quality.

4 Be courteous and respectful

Your courtesy and respect are the foundation of your relationship with your guests. You should always treat your guests with dignity, kindness, and appreciation. You should address them by their names and titles. You should respect their privacy, preferences, and opinions. You should never make assumptions, judgments, or stereotypes. You should always apologize for any inconvenience or mistake and offer compensation or rectification. You should also thank your guests for their patronage and feedback. A courteous and respectful concierge will show professionalism, integrity, and sincerity.

5 Be proactive and attentive

Your proactivity and attentiveness are the key to exceeding your guests' expectations and creating memorable experiences. You should always anticipate your guests' needs and wants and offer personalized and customized services. You should also follow up with your guests and ensure their satisfaction and comfort. You should always look for opportunities to surprise and delight your guests with thoughtful gestures, such as complimentary upgrades, gifts, or reservations. You should also solicit feedback and suggestions from your guests and act on them accordingly. A proactive and attentive concierge will display initiative, enthusiasm, and excellence.

6 Be consistent and loyal

Your consistency and loyalty are the pillars of your image and reputation as a concierge and as a representative of the hotel brand. You should always adhere to the hotel's standards, values, and mission. You should also maintain a high level of performance, quality, and service. You should never compromise on your ethics, professionalism, or customer service. You should also support your colleagues, managers, and partners and work as a team. You should always strive to improve your skills, knowledge, and service. A consistent and loyal concierge will foster trust, loyalty, and recognition.

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?