How can you train concierge staff to provide personalized recommendations?

There is absolutely, positively no better way to get your guest service staff/concierge staff properly recommending than EXPERIENCING the facility, venue, service level, etc. However, the experience must be undertaken in clandestine fashion. Too often, a general manager will call an attraction and say something to the effect "Hi, we have a new concierge. I'd like her to visit to learn about what you do!" Already the VIP treatment "mentality" is set in motion. Instead, send them or have them experience without ANY knowledge to the venue that a concierge is visiting. Further, rely upon the professional Les Clefs d'Or for training and best practices. I cannot emphasize enough that it has to be HONEST evaluation of service - ALWAYS.

In my experience, the best way to personalize the experience is by actually getting to know your guests. Spend time with them, listen carefully, ask the appropriate leading questions to pull the necessary information from them about their personal preferences, reasons for travel, tastes, etc. Pay attention to their sense of personal style, body language, and what they might NOT be saying- all of these things are important for you to read between the lines and deliver the personalized experience that no one else can.

Encourage them to see the benefit of going out and experiencing their city like they would like their guests' to. Have them pop into dining establishments, sit at the bar - peruse the menu, ambiance, watch the staff interact, order a drink and a nibble to taste the food, and engage with a manager to 'get the contact'. Same for cultural institutions, events, and transportation options/sightseeing. The best way to share with a guest what they can expect is to have tried it yourself. That extra 'pearl' of wisdom goes really far!

Empathy and a welcoming smile Concierge staff need to be people centred even before training they should a very positive outlook and a willingness to be super friendly and welcome all guests and clientele.

Knowing your guests is crucial for personalizing their experiences. Collect and analyze data like profiles, preferences, booking history, and feedback using tools like CRM, guest surveys, social media, and analytics. Segment guests into personas like business travelers or families to better understand their needs. Use this data to offer tailored recommendations and services, such as room upgrades or amenities. Continuously analyze feedback and train staff to improve services. Ensure data privacy and compliance with regulations to build trust. In summary, understanding your guests through data-driven insights allows you to create memorable experiences, enhance satisfaction, and build loyalty while safeguarding guest information.

The best concierges are the ones who have experienced what their city has to offer and pick out the best of these experiences for their guests. Everything from outdoor recreation to local restaurants, and swanky cocktail bars to family-focused activities. You as the concierge should be ready with recommendations for each need. Think about it this way, would you send someone you value to an experience you've never tried? Probably not, unless someone you trust recommended it. You, the concierge, are that trusted source so take pride in your recommendations. It is a tall ask to experience everything your city has to offer, so lean on your team and review sources to curate recommended experience lists that are inclusive, diverse, and unique.

"Knowing your destination is essential for delivering personalized recommendations. It involves staying informed about local attractions, events, dining options, shopping spots, and services. Tools like online directories, guides, reviews, and maps can help you stay updated on the area. By compiling this knowledge, you can build a comprehensive database tailored to different guest personas, preferences, and budgets. This enables you to provide a wide range of relevant suggestions that align with your guests' interests and objectives, enhancing their overall experience."

1. Understand guest needs and preferences through active listening. 2. Build a database of local recommendations. 3. Cultivate relationships with local businesses for guest benefits. 4. Regularly train staff on local knowledge and communication skills. 5. Promote empathy, cultural sensitivity, and personalization. 6. Use technology and feedback for continuous improvement. 7. Reward and recognize staff for exceptional service. 8. Stay updated on local trends and developments. 9. Follow up with guests for feedback and additional assistance. I also believe that the concept of TLC should be applied in all areas of service - Tender, Loving Care, and this should be done with 3E's - Empathy, Excellence, and Expertise.

To provide personalized recommendations, understanding your destination is essential. Familiarize yourself with local attractions, events, dining, shopping, and services. Utilize online tools for research and maintain an up-to-date database. Tailor your recommendations to match different guest personas, their preferences, and budgets, offering a diverse range of options. Regularly update your knowledge to reflect new developments and local trends, ensuring your guests receive well-informed and timely suggestions.

Sometimes we might miss out on interesting events that are happening locally. But, technology and the internet have made it easier for us to stay informed. You can subscribe to your local newspaper and check the events section regularly to find out about fun activities that you can recommend to others. It's also beneficial to connect with attractions or entertainment locations in your area, as you can start to offer discounts. To make it easy for everyone to find something they like, keep a list of every suggestion you come across, and then pick your favorite to recommend. Remember to include the address, distance, hours of operation, and cost for guests' convenience. They will appreciate the efficiency.

Understanding effective communication is the third crucial step in delivering personalized recommendations. It involves employing engaging communication techniques to interact with guests and convey your suggestions effectively. Tools like verbal and non-verbal cues, open-ended questions, active listening, and empathy are essential for building rapport and trust. These skills allow you to present your recommendations in a clear, concise, and persuasive manner, emphasizing the benefits and value for your guests. By doing so, you can leave a positive and lasting impression while also influencing your guests' decisions positively.

Understanding the importance of feedback is the fourth step in delivering personalized recommendations. This involves actively soliciting and leveraging feedback from both guests and colleagues to refine your recommendations and services. Utilize tools such as follow-up emails, online reviews, guest satisfaction surveys, and peer reviews to gather and track feedback. By analyzing this feedback, you can identify areas of strength and weakness, learn from past mistakes, and implement necessary changes and improvements. This continuous improvement process is instrumental in enhancing the quality of your recommendations and services, ultimately ensuring guest satisfaction and fostering loyalty.

The final step in providing personalized recommendations is understanding your available resources. This entails utilizing tools like online platforms, mobile apps, chatbots, and concierge software to streamline your services. These resources help you access information, communicate with guests, make reservations, and track requests efficiently. Leveraging these tools enhances your productivity and service delivery, resulting in quicker, better experiences for your guests. Ultimately, this approach saves time and money while improving guest convenience and satisfaction. Personalized recommendations are both a skill and an art, requiring knowledge, creativity, and dedication.

A good Chef de Concierge should find team members that have a spark in their eye. Someone who gets pleasure when guests return from a restaurant, for example, saying with surprise ‘how did you know .. this was the best experience ever’. A good Concierge knows his or her guests better than they know themselves and this allows them to create the best and most personalized experiences.

It's not scalable to train staff on personalized recommendations... Guests should train the concierge on what they want. Over 1,000 guests a day would view a single hotel's services on their mobile using our guest solution. See what guests like or don't like using data. If they want to learn more about a high ticket item provide an option to chat or meet the concierge.

Don't forget to ask the guests for their recommendations and include those options. Word of mouth is a powerful tool and step 0 for marketing.