As a concierge, you have the opportunity to make a lasting impression on your guests and create loyal customers. But how can you build strong relationships with guests that go beyond the basics of providing information and services? Here are some tips to help you enhance your concierge skills and training.
One of the first steps to building strong relationships with guests is to know who they are, what they need, and what they want. You can use various sources of information, such as reservation details, guest profiles, feedback forms, and social media, to learn more about your guests' preferences, interests, and expectations. You can also ask open-ended questions, listen actively, and observe their behavior to gain insights into their personality, mood, and style.
Building Strong Relationships with guests is crucial for Concierges. ?Be genuinely welcoming & friendly. ?Take the time to listen and understand their needs. ?Provide personalized recommendations and assistance. ?Anticipate their needs and go above and beyond to exceed their expectations. ?Maintain open and clear communication throughout their stay. ?Follow up to ensure their satisfaction and address any concerns promptly. ?Remember their preferences and make them feel valued and special. ?Be professional, reliable, and trustworthy. ?Treat every guest with Respect. By following these, We can build Strong Relationships & create a Positive Guest experience.
Building strong relationships with Guests as a Conceirge - - Be it Concierge or any Hospitality professionals, reading a Guest's profile is utmost important and imperative the moment they walk in. - Knowing one's Guest and understanding their preferences, and anticipating their needs and wants can be achieved if one is actively and pertinently listening to the Guest. - Their reservation and dining history, feedback can help understanding their likes and dislikes based on which effective and efficient suggestions can be offered to them. - Share humour, story telling, Surprising them with Birthday wishes moreover calling their names frequently arouses a sense of care.
Once you know your guests, you can tailor your service to their specific needs and wants. You can use their names, remember their likes and dislikes, and anticipate their requests. You can also surprise and delight them with thoughtful gestures, such as sending a welcome note, arranging a special amenity, or recommending a local attraction. You can also use your local knowledge and network to provide them with exclusive access, discounts, or reservations.
Another key to building strong relationships with guests is to communicate effectively. You can use clear, polite, and friendly language, avoid jargon and slang, and adapt your tone and style to your guests' culture and level of formality. You can also use non-verbal cues, such as eye contact, smile, and posture, to convey your interest and enthusiasm. You can also follow up with your guests, confirm their satisfaction, and thank them for their stay.
To really impress your guests and make them feel valued, you can go the extra mile and exceed their expectations. You can do this by showing initiative, creativity, and problem-solving skills. You can also look for opportunities to add value, such as offering complimentary upgrades, extending late check-out, or providing extra assistance. You can also seek feedback, apologize for any inconvenience, and resolve any issues promptly and professionally.
The final step to building strong relationships with guests is to build trust and rapport. You can do this by being honest, reliable, and consistent in your service. You can also show empathy, respect, and appreciation for your guests. You can also share your personal stories, opinions, and recommendations, and invite your guests to do the same. You can also create a sense of connection and community by introducing your guests to other staff members, partners, or local contacts.
By following these tips, you can improve your concierge skills and training and build strong relationships with guests. This will not only enhance your guests' experience, but also increase your reputation, referrals, and repeat business.
Be genuine. A guest can sense whether or not you’re being sincere or genuine in your service. I had a guest that was injured on the slopes in Tahoe. His wife was out shopping and unaware of her husband being airlifted to a Reno hospital. As the assistant resort manager, I drove the wife and her kids for an hour to the hospital. Our concierge was the one who tracked down the wife because he had a close rapport with the family and had the wife’s contact info. He also provided a friendly and familiar face to the wife during and was the right person to break the disconcerting news. Thankfully, the husband survived.