Insider: Maximizing the Relationship between the Hotel Concierge and the General Manager
By Leigh Anne Dolecki, Chef Concierge, Campton Place, a Taj Hotel
Ms. Leigh Anne Dolecki
In my first article for the Hotel Business Review, “Effectively Understanding the Role of the Hotel Concierge” we explored the history and value of the hotel concierge. Now we discuss the relationship between the General Manager and the hotel concierge. Are you maximizing the value of your concierge team? Are you fully aware of their potential to bring your property more value, visibility and revenue?
In this article "Maximizing the Relationship between the Hotel Concierge and the General Manager", my second in a series, we examine the relationship between the hotel concierge and the General Manager, and discuss the key elements of that relationship. Informal polls with my concierge colleagues around the world show an enormous variance in this relationship. Many concierges express themselves as valued members of the team who feel comfortable in taking initiative to increase property revenue, while many others present as “part of the machine” of guest service. Another common response was a “disconnect” between the GM and the concierge team in varying degrees. Nearly every response had two points in common: 1) the desire to strengthen and maintain the relationship, and 2) the desire to contribute to the overall value of the property.
These two points are a gold mine to the General Manager of any property; the potential for the educated, well connected concierge to increase the value and visibility of your property is absolutely limitless. I mentioned in my previous article that most concierges are beings who, by nature, genuinely care about helping people, that their compassion and dedication is not reserved exclusively for the guests but for the concierge’s property as well. It couldn’t be truer. All concierges recognize their position as ambassador of your property, and every concierge is anxious to put forth the very best in guest service and promotion, and to strive to bring in new and returning guests. Even at the most basic level, all concierges understand that without our guests, we are without our jobs. Everyday the concierge comes across new and interesting opportunities to increase your property’s revenue. Are you missing out on those opportunities? Are you maximizing the potential of your concierge team to bring in new and return guests?
Let’s take a closer look at the relationship, and how we may strengthen and maintain a valuable relationship; one with unlimited potential to contribute to our bottom line.
I welcome and appreciate your feedback.
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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
