As a hospitality manager, you know how important concierge service is for enhancing the guest experience and increasing loyalty. However, even the most experienced and well-trained concierges can make mistakes that can damage your reputation and cost you revenue. Here are some of the most common concierge service mistakes and how to avoid them.
One of the most frustrating concierge service mistakes is failing to communicate effectively with the guests, the staff, and the vendors. Poor communication can lead to misunderstandings, delays, errors, and complaints. To prevent this, you need to ensure that your concierges are fluent in the languages of your target markets, use clear and polite language, confirm the details and expectations of each request, and follow up promptly and regularly.
When it comes to concierge services, there are a few common mistakes that can occur. Here are some of them: 1. Lack of Communication: Failing to communicate effectively with clients can lead to misunderstandings and dissatisfaction. It's important to actively listen to their needs and preferences and provide clear and concise information. 2. Inadequate Knowledge: Not being well-informed about local attractions, events, and services can hinder the ability to provide accurate recommendations to clients. Concierges should continuously update their knowledge to offer the best assistance. 3. Poor Time Management: Time is crucial in concierge services. Improper scheduling or delays can leave clients feeling frustrated.
Um conselho que sempre dou aos colegas que est?o iniciando na fun??o, perguntem e tirem todas as dúvidas junto aos hóspedes. Eu fa?o todas as perguntas que acho necessárias, repito o que entendi para confirmar a solicita??o e n?o tenho vergonha de falar que n?o entendi algum detalhe, pedindo esclarecimentos.
Sometimes lack of communication is rooted in concierges being short staffed. It's important to provide tools to promote ease of communication. This can be apps that make it easy for your team to communicate with guests. Make sure the apps are able to deliver messages to your guests in a low friction way-such as text messages and email. Don't make them sign up for something else because this may cause frustration.
Effective concierge service requires impeccable communication. Common mistakes in this industry, such as inadequate listening, unclear language, or overpromising, can lead to misunderstandings and dissatisfied guests. To address these issues, proactive strategies include training in active listening, maintaining clear and concise communication, sharing information systematically, and establishing standard operating procedures. It's crucial to adapt to individual guest preferences, seek feedback, and follow up to ensure exceptional service. By addressing these common pitfalls, concierge services can enhance guest satisfaction and maintain a positive reputation.
Treating all guests the same Lack of team work Failure to use the guest’s name during the engagement Being too transactional Rush the guest experience instead of allowing it to flow Failure to plan properly
Another common concierge service mistake is overpromising and underdelivering on the services and amenities that you offer. This can create a gap between the guest's expectations and the reality, resulting in dissatisfaction and negative feedback. To avoid this, you need to be realistic and honest about what you can and cannot do, set reasonable time frames and prices, and manage the guest's expectations accordingly.
Addressing overpromising and underdelivering in concierge services requires a comprehensive strategy. Begin with staff training, emphasizing honesty and setting realistic expectations. Develop a transparent service menu, including limitations. Prioritize pre-service consultations to understand guest needs fully and communicate timelines and potential challenges clearly. Encourage proactive updates and feedback from guests. Implement performance metrics to monitor service accuracy and empower staff within defined guidelines. Foster internal communication and provide ongoing training to stay updated. This strategy ensures alignment between commitments and service delivery, enhancing guest satisfaction and reputation.
A third common concierge service mistake is ignoring feedback and complaints from the guests, whether they are positive or negative. Feedback and complaints are valuable sources of information that can help you improve your service quality and guest satisfaction. Ignoring them can make the guests feel unappreciated, unheard, and unhappy. To prevent this, you need to acknowledge and respond to feedback and complaints as soon as possible, apologize and empathize when appropriate, and offer solutions and compensation when necessary.
A fourth common concierge service mistake is being unprofessional and rude to the guests, the staff, or the vendors. This can damage your image and reputation, as well as create a hostile and unpleasant environment. To avoid this, you need to ensure that your concierges are courteous, respectful, and friendly to everyone they interact with, follow the etiquette and protocols of your industry and culture, and avoid any inappropriate or offensive behavior.
A fifth common concierge service mistake is lacking knowledge and skills in the areas that are relevant to your service and your guests. This can affect your credibility and competence, as well as limit your ability to provide customized and personalized service. To prevent this, you need to invest in the training and development of your concierges, keep them updated on the latest trends and innovations in your field and location, and encourage them to learn from each other and from external sources.
Agreed, a Concierge must be an undisputed expert on the city and know about events and restaurants you also must have a vast network to ask about any information of use for the guests. You must know the classics, the trend, but also the next thing.
A sixth common concierge service mistake is forgetting the details that matter to the guests, such as their names, preferences, allergies, special occasions, or previous requests. These details can make a big difference in the guest's impression and satisfaction, as well as show your attention and care. To avoid this, you need to use a reliable system to record and store the guest's information, use reminders and notes to recall the details, and personalize your service accordingly.
Privacy and confidentiality. Additional common mistakes may include breaching residents' privacy, not maintaining confidentiality, lacking knowledge about available services, and being unprepared for emergencies. Building positive relationships, being discreet, and staying well-informed are key aspects of effective concierge service in the residential and hotel sector.
Cultural awareness, this goes with training and education of course. Is of paramount importance that a concierge knows how to navigate and recommend without assumptions of who he is serving at any point, food or cultural restrictions, alcohol, etc. Is not always easy to access this information and he must be resourceful to find out.