Concierge Referrals: Tips on Maintaining High Standards with Your Outside Venues
By Marjorie Silverman, Honorary President, Union Internationale des Concierges d’Hotels, Les Clefs d’Or
Ms. Marjorie Silverman
When everything is working well in the creative ensemble of the concierge network, there is harmony and the service sings. My article "Concierge Referrals: Tips on Maintaining High Standards with Your Outside Venues" in the Hotel Business Review explores how the concierge assembles layer by layer the sections of his orchestra. It starts within the hotel with the vital “back of the house” team –carrying the melody.
The second tier is in the local community. The guest demands authentic local adventures which harmonize with the hotel experience—they do not want any jarring notes. The concierge carefully evaluates the service providers he recommends looking at phone etiquette, outreach to the concierge community and feedback from hotel guests. This level provides the richness and fullness of the orchestra.
The key-wearing concierge chorus is the final element giving the service global resonance and adding to the bottom line with increased room nights, publicity and access to top partners in the travel industry. Together they create a symphony of service.
Click here to read the full article
In Service through Friendship,
Marjorie Silverman
Honorary President
Union Internationale des Concierges d’Hotels, Les Clefs d’Or
marjoriesilverman@mac.com
