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How can you manage guest requests with limited time as a concierge?

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As a concierge, you are expected to handle various guest requests, from booking reservations to arranging transportation. However, you may not always have enough time to fulfill every request, especially during peak seasons or busy hours. How can you manage guest requests with limited time as a concierge? Here are some tips to help you balance your workload and satisfy your guests.

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Artur Khachatryan

Hotel Negotiation, Contracting & Product Commercialization | Hotel B2B Sales & Marketing | DMC, DMO & Luxury Tourism…
Mukut Chakravarti, CRME, CHDM

VP Development| Partnerships

1 Prioritize urgent requests

Some requests are more urgent than others, such as medical emergencies, security issues, or complaints. You should always prioritize these requests and deal with them as soon as possible. You can use a system to categorize and rank requests by urgency, such as color codes, numbers, or symbols. For example, you can use red for urgent, yellow for important, and green for normal requests. This way, you can quickly identify and address the most pressing needs of your guests.

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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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There is a guest who asked about flowers for tomorrow for his wife, and there is a guest who needs a ticket for a concert that will start in 30 minutes. I think it is obvious which request is more urgent.

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Mukut Chakravarti, CRME, CHDM

VP Development| Partnerships
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We signed up with SuitePad a solution for Digital Guest Directory that can be accessed via a browser on the guest device where they can submit requests directly from their in-room tablets. This streamlines communication, and enables us to consolidate and prioritize guest requests based on urgency or type.

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2 Delegate tasks to your team

You don't have to do everything by yourself. You can delegate some tasks to your team members, such as answering phone calls, checking availability, or confirming bookings. You can also use a software or app to communicate and coordinate with your team, such as Slack, WhatsApp, or Trello. By delegating tasks, you can free up some time and focus on more complex or personalized requests. However, make sure to monitor and follow up on the tasks you delegate and provide feedback and support to your team.

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Mukut Chakravarti, CRME, CHDM

VP Development| Partnerships
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Automated Task Assignment: You can use Suitepad to assign requests directly to the relevant staff members (housekeeping, maintenance, dining, etc.). This seamless delegation promotes faster response times and eliminates unnecessary back-and-forth communication for the concierge.

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3 Use technology to automate processes

Technology can help you automate some processes and save time. For example, you can use a chatbot or a virtual assistant to answer common questions, provide information, or collect feedback from your guests. You can also use a CRM (customer relationship management) system to store and access guest data, preferences, and history. This way, you can provide faster and more personalized service to your guests. Additionally, you can use online platforms or apps to book or cancel reservations, order services, or make payments.

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4 Set realistic expectations and communicate clearly

You can't always fulfill every request or meet every expectation of your guests. Sometimes, you may face limitations, such as availability, budget, or time. In these cases, you should set realistic expectations and communicate clearly with your guests. You should explain the situation, offer alternatives, or apologize for any inconvenience. You should also inform your guests about the status and progress of their requests and update them if there are any changes or delays. By setting realistic expectations and communicating clearly, you can avoid disappointment and frustration and maintain a good relationship with your guests.

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Mukut Chakravarti, CRME, CHDM

VP Development| Partnerships
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Consisntency and two way - the updated CMS via the digital directory on Suitepad, guests can easily self-serve in finding information about hotel amenities, local attractions, and restaurants. This reduces the volume of common inquiries for the concierge.

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5 Ask for feedback and improve your service

One of the best ways to manage guest requests with limited time as a concierge is to ask for feedback and improve your service. You can ask your guests to rate your service, fill out a survey, or write a review. You can also ask them for suggestions, compliments, or complaints. By asking for feedback, you can learn from your mistakes, identify your strengths and weaknesses, and find areas for improvement. You can also use feedback to improve your skills, processes, and systems and provide better service to your guests.

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Mukut Chakravarti, CRME, CHDM

VP Development| Partnerships
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In-Tablet Surveys: Custom surveys that guests can complete directly on their in-room tablets. Besides leverage historical guest profiles so that the survey is one to one custom made and not boilerplate. Indirect Feedback: important data point tracking how guests interact with features on the tablet. Feedback Forms: Suitepad enables you to create specific feedback forms for various areas of your hotel or service. Guests can easily access these forms to provide targeted comments or suggestions.

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6 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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Artur Khachatryan

Hotel Negotiation, Contracting & Product Commercialization | Hotel B2B Sales & Marketing | DMC, DMO & Luxury Tourism Management | Marathon Finisher
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My experience shows that it's always important to give an immediate response to guest, even if you have another priority. When a guest contacts the concierge, who at the moment is working on another very urgent case or an emergency situation, just a two-second answer, like "Thank you for your request. I'm working on it and will get back to you as soon as I have all the information," can reassure the guest whose request is not prioritized that their request has been accepted and is in process. This is a very important practice. Otherwise, they might worry about why nobody has contacted them and may feel that nobody cares about their concerns.

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How can you manage guest requests with limited time as a concierge?

1

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3

4

5

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1 Prioritize urgent requests

2 Delegate tasks to your team

3 Use technology to automate processes

4 Set realistic expectations and communicate clearly

5 Ask for feedback and improve your service

6 Here’s what else to consider

Hospitality Management

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How can you manage guest requests with limited time as a concierge?

1

2

3

4

5

6

1 Prioritize urgent requests

2 Delegate tasks to your team

3 Use technology to automate processes

4 Set realistic expectations and communicate clearly

5 Ask for feedback and improve your service

6 Here’s what else to consider

Hospitality Management

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