Insider: Effectively Understanding the Role of the Hotel Concierge
By Leigh Anne Dolecki, Chef Concierge, Campton Place Hotel
Ms. Leigh Anne Dolecki
The position of “concierge” has become rather ubiquitous in today’s marketing world. What exactly is a concierge, and what is the difference between the hotel concierge and, say, the concierge down at the local mall?
In recent years many properties, facing economic challenges have reexamined and even questioned the value of the hotel concierge. What does the hotel concierge mean to you and your property? What is the value of the concierge?
We spend millions of dollars on customer service training, but how can you “train” an employee to provide information on the “hottest new shows in town”, or insider’s tips on local dining, or how to create personal itinerary for your guests? Today’s travelers are increasingly educated to the value of the concierge and have come to expect the concierge service. The concierge now represents the standard of customer service, and the experienced, educated hotel concierge adds immeasurable service value to your property. In fact, the concierge service can often be the deciding factor as travelers choose a property for their stay, whether it is business or pleasure. Can you afford to be without one?
Did you ever wonder how a concierge becomes a concierges (or why), and how they live up to their reputation of being “part Merlin and part Houdini”? Are you effectively using your concierge as your property’s ambassador? In my first article, "Effectively Understanding the Role of the Hotel Concierge", in the Hotel Business Review, I provide a little history of the hotel concierge, and some insight into the role of the concierge, and the concierge himself. In future articles we will examine more topics on the value of the hotel concierge.
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Kind regards,
Leigh Anne Dolecki
Chef Concierge
Campton Place, a Taj Hotel
Member, Les Clefs d’Or USA
ladolecki@gmail.com
www.tajhotels.com
