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What are the most effective ways to train concierges for special requests?

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Concierges are the front-line staff who handle guests' requests, needs, and preferences in hotels, resorts, and other hospitality settings. They are expected to provide personalized, attentive, and efficient service, often going above and beyond to satisfy special requests. But how can concierges be trained to deal with the diverse and sometimes challenging demands of their clients? Here are some of the most effective ways to train concierges for special requests.

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Javed shaikh

Top Voice ??| Global award winning food and beverage specialist | Ex Andaz Delhi | DLF | Marriott | Hyatt
Artur Khachatryan

Hotel Negotiation, Contracting & Product Commercialization | Hotel B2B Sales & Marketing | DMC, DMO & Luxury Tourism…
Rachel Jenkins

Lifestyle/Estate/Home Mangement in PacNW- Fractional Concierge & Full-time Private Staffing Agency

1 Know your guests

The first step to fulfilling special requests is to know your guests and their expectations. Concierges should be able to collect and update information about guests' preferences, needs, allergies, interests, and occasions. They should also be able to anticipate guests' requests based on their profiles and previous interactions. By knowing your guests, you can offer them tailored solutions and suggestions that match their needs and desires.

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Javed shaikh

Top Voice ??| Global award winning food and beverage specialist | Ex Andaz Delhi | DLF | Marriott | Hyatt
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"Create seamless inventory sync, predict demand, and optimize resources for guest delight in hospitality management." #JavedSpeaks

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2 Know your resources

The second step to fulfilling special requests is to know your resources and how to access them. Concierges should be familiar with the hotel's facilities, services, policies, and procedures, as well as the local area's attractions, events, restaurants, and transportation options. They should also have a network of contacts and partners who can assist them with special requests that require external assistance. By knowing your resources, you can provide your guests with accurate, reliable, and timely information and referrals.

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3 Know your limits

The third step to fulfilling special requests is to know your limits and how to handle them. Concierges should be able to communicate clearly and politely with guests, especially when they have to decline, modify, or negotiate a request. They should also be able to manage their time, workload, and stress levels, as well as cope with unexpected situations and emergencies. By knowing your limits, you can maintain your professionalism, integrity, and quality of service.

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Artur Khachatryan

Hotel Negotiation, Contracting & Product Commercialization | Hotel B2B Sales & Marketing | DMC, DMO & Luxury Tourism Management | Marathon Finisher
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I have a principle which works almost always: if some organization, company, or individual announces that they can do EVERYTHING, it means they can't. It is very important to know your limits and honestly talk about them with clients and partners, and offer them alternatives. Generally, when they see that you are honest and completely open with them, they start to cooperate and listen to your advice about alternate options.

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4 Know your feedback

The fourth step to fulfilling special requests is to know your feedback and how to use it. Concierges should be able to solicit and receive feedback from guests, managers, colleagues, and partners, as well as give feedback to others. They should also be able to evaluate their performance, identify their strengths and weaknesses, and seek opportunities for improvement and learning. By knowing your feedback, you can enhance your skills, knowledge, and confidence as a concierge.

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5 Know your creativity

The fifth step to fulfilling special requests is to know your creativity and how to apply it. Concierges should be able to think outside the box, find innovative solutions, and create memorable experiences for guests. They should also be able to adapt to changing needs, preferences, and situations, and be flexible and resourceful. By knowing your creativity, you can surprise and delight your guests and exceed their expectations.

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Artur Khachatryan

Hotel Negotiation, Contracting & Product Commercialization | Hotel B2B Sales & Marketing | DMC, DMO & Luxury Tourism Management | Marathon Finisher
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To be creative is something between impossible and necessity. What do I mean? For example, it is necessary for clients that we do something, but in reality, it is impossible at the moment. Then we should immediately use our creativity. How? 1. To understand the wishes of the client. 2. Create alternatives where they can get what they wish. For example: They want VIP arrival service at the airport, which is overbooked. As an alternative, you can offer: - VIP Transportation - Champagne and flowers upon meeting - Early check-in at the hotel - etc.

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6 Know your passion

The sixth and final step to fulfilling special requests is to know your passion and how to show it. Concierges should be passionate about their role, their guests, and their industry. They should also be enthusiastic, friendly, courteous, and attentive, and convey a positive attitude and energy. By knowing your passion, you can build rapport and trust with your guests and make them feel valued and appreciated.

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Artur Khachatryan

Hotel Negotiation, Contracting & Product Commercialization | Hotel B2B Sales & Marketing | DMC, DMO & Luxury Tourism Management | Marathon Finisher
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In impossible situations, the most important thing is our passion! If we have passion, we will find many other options to make the impossible possible. If we have passion, we will find better alternatives for our customers and partners. If they see our passion, they will understand that we are not just saying "no" to them, but that we are doing everything possible to fulfill their wishes! In this way, you have self-respect because you see how professional and creative you are, and on the other hand, you have a happy customer!

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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?

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Rachel Jenkins

Lifestyle/Estate/Home Mangement in PacNW- Fractional Concierge & Full-time Private Staffing Agency
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In addition to the key point suggestions above, I cannot stress enough that the best defense is a good offense. If you've defined the best personality and character traits of this role and diligently conveyed those in your hiring ad copy, you'll have little training needed to meet special requests cover upon hire. It will be in the concierge's nature to think quickly, have a personal "phone a friend" list, be open to possibilities, and most of all know how to say no with a "yes" when needed. Hire the person who is eager to please because it validates their personal life mission; to be an ally.

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What are the most effective ways to train concierges for special requests?

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3

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5

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1 Know your guests

2 Know your resources

3 Know your limits

4 Know your feedback

5 Know your creativity

6 Know your passion

7 Here’s what else to consider

Hospitality Management

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What are the most effective ways to train concierges for special requests?

1

2

3

4

5

6

7

1 Know your guests

2 Know your resources

3 Know your limits

4 Know your feedback

5 Know your creativity

6 Know your passion

7 Here’s what else to consider

Hospitality Management

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