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How do you manage the demands of concierge services in hospitality?

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Concierge services are an essential part of hospitality, as they provide personalized assistance and recommendations to guests, enhance their satisfaction and loyalty, and generate additional revenue for the hotel. However, managing the demands of concierge services can be challenging, as they require high levels of professionalism, communication, creativity, and problem-solving. In this article, we will share some tips on how to manage the demands of concierge services in hospitality.

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Francis Wanjiah

Hotel Manager Best Western Hotels
Juan Carlos Materano Limpio

General Manager | Serviced Apartment Development | Corporate Apartments | Flex Living | Openings | Operations Management
Corina Goetz

Navigate Middle Eastern Business Culture with Confidence | Overcome Communication Barriers, understand Cultural…

1 Understand your guests

The first step to managing the demands of concierge services is to understand your guests and their needs, preferences, and expectations. You can do this by asking them questions, listening to their feedback, and observing their behavior. You can also use data and technology to collect and analyze information about your guests, such as their booking history, travel preferences, and online reviews. By understanding your guests, you can anticipate their needs, offer personalized suggestions, and exceed their expectations.

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Juan Carlos Materano Limpio

General Manager | Serviced Apartment Development | Corporate Apartments | Flex Living | Openings | Operations Management
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La anticipación es una virtud que ayuda a delinear el perfil de un buen servicio de conserjería. Entender y comprender las necesidades de nuestros clientes nos va a permitir dar un servicio de alto standing. La comunicación efectiva, establecer las prioridades, entender las expectativas de nuestros huéspedes son cualidades esenciales, para dar un servicio acorde a lo que nos demandan.

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Deepak Kumar Choudhary

Senior Executive - Administration @ Khadim India | MBA | IIM- L| FM
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Managing the demands of concierge services in hospitality involves effective communication, prioritization, and a customer-centric approach. It requires a skilled and well-trained concierge team capable of handling diverse requests promptly. Utilizing technology for task management, maintaining a network of reliable local contacts, and staying updated on current events and attractions are also essential for meeting guest expectations. Regular training programs can help staff adapt to new challenges and provide exceptional service.

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2 Train your staff

The second step to managing the demands of concierge services is to train your staff to deliver excellent service, handle difficult situations, and use the available resources. You can do this by providing them with clear guidelines, standards, and procedures, as well as regular coaching, feedback, and recognition. You can also encourage them to learn new skills, such as foreign languages, cultural awareness, and local knowledge. By training your staff, you can ensure that they are competent, confident, and motivated to serve your guests.

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Manuel Ajamil Andrés

International Hospitality Leader | 15 Years' Experience | Service Excellence Advocate | Passionate About Making Every Customer Experience Unforgettable
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I truly believe that training your staff for concierge services is like equipping them with superpowers to exceed guest expectations ?? And when they have clear guidelines and procedures to follow, it streamlines their interactions with guests, ensuring a wonderful and seamless experience. Also, remember that regular coaching and feedback are like fine-tuning their skills, helping them handle any curveballs that come their way ??

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3 Build your network

The third step to managing the demands of concierge services is to build your network of reliable and reputable partners, such as restaurants, attractions, transportation, and entertainment. You can do this by establishing and maintaining good relationships with them, negotiating favorable terms and conditions, and updating yourself on their availability and quality. You can also use online platforms, such as TripAdvisor, Yelp, and Google Maps, to find and compare the best options for your guests. By building your network, you can provide your guests with diverse and convenient choices, as well as exclusive benefits and discounts.

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Corina Goetz

Navigate Middle Eastern Business Culture with Confidence | Overcome Communication Barriers, understand Cultural Nuances, and build strong Business Relationships | Speaker
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Have a black book of other providers that you can outsource requests to. Collaborate with other companies so you can both benefit and the clients get extraordinary service.

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4 Be creative and flexible

The fourth step to managing the demands of concierge services is to be creative and flexible in meeting your guests' needs and desires. You can do this by thinking outside the box, offering alternative solutions, and going the extra mile. You can also use your imagination, intuition, and empathy to create memorable experiences for your guests, such as surprise gifts, special arrangements, and personalized touches. By being creative and flexible, you can impress your guests, delight them, and make them feel special.

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5 Communicate effectively

The fifth step to managing the demands of concierge services is to communicate effectively with your guests, your staff, and your partners. You can do this by using clear, polite, and respectful language, as well as non-verbal cues, such as eye contact, gestures, and tone of voice. You can also use different channels of communication, such as phone, email, text, and social media, depending on your guests' preferences and convenience. By communicating effectively, you can build trust, rapport, and loyalty with your guests, as well as coordinate and collaborate with your staff and partners.

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6 Evaluate and improve

The sixth step to managing the demands of concierge services is to evaluate and improve your performance, as well as your guests' satisfaction. You can do this by collecting and analyzing feedback, such as surveys, ratings, reviews, and testimonials, from your guests, your staff, and your partners. You can also use metrics, such as occupancy, revenue, retention, and referrals, to measure your results and impact. By evaluating and improving, you can identify your strengths, weaknesses, opportunities, and threats, as well as implement changes and innovations to enhance your concierge services.

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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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Francis Wanjiah

Hotel Manager Best Western Hotels
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1. Having a data collection system that enables you understand your guests profile from social platforms to historical data and staff interaction observation. 2. Having a database of information resources based on your guests profile likes and preferences. 3. Have a system that makes it easy for the concierge to access the information in real time and at a much faster pace. 4. Training and retraining the concierge team on guest profiling and utilization of available resource in enhancing the guest experience. 5. Having information aids that supplement the concierge knowledge and that are easily accessible to the guests to help the guest navigate easily at their own convenience.

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Sophie Vancaeneghem

Co-Founder | Senior Managing Director CX Centric - Elevating Customer Experience ? Redefining Success
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A concierge service to be truly exceptional needs people - experts in their locality - able to recommend unknown/unusual places, arrange difficult to access services, with exceptional interpersonal skills. Staff must be given the authority to make decisions, take initiatives without having to 'check with the manager' to enable them to wow guests on the spot. SOPs and standards are one thing, for a concierge to work well, it's it's all about people and empowering them to make the best decisions/recommendations.

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How do you manage the demands of concierge services in hospitality?

1

2

3

4

5

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7

1 Understand your guests

2 Train your staff

3 Build your network

4 Be creative and flexible

5 Communicate effectively

6 Evaluate and improve

7 Here’s what else to consider

Hospitality Management

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How do you manage the demands of concierge services in hospitality?

1

2

3

4

5

6

7

1 Understand your guests

2 Train your staff

3 Build your network

4 Be creative and flexible

5 Communicate effectively

6 Evaluate and improve

7 Here’s what else to consider

Hospitality Management

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