Maximizing the Relationship Between the Hotel Concierge and the General Manager

By Leigh Anne Dolecki President, The Northern California Concierge Association | February 20, 2010

In my first article for Hotelexecutive.com "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?

I believe it's safe to say that most of today's travelers are much more "travel-savvy" than ever before. They surf the internet for the best deals, the best amenities, and they are very loyal to their favorite brand or property. Are you putting your concierge team at the forefront of your best amenities and services? Is your concierge team fully prepared to surpass the expectations of even the most discerning guest?

Every experienced concierge can tell you about the many guests who choose your property because of your concierge. We all have notes from guests who:

  1. Return regularly because they depend upon the great concierge service.
  2. Stay with you on the recommendation of their friends and colleagues, who were wowed by your concierge team.
  3. Met the concierge on a site inspection and was impressed by the added value of the concierge to their future event.
  4. Stopped by to visit your property and met the concierge, who showed them around, and "wowed" them with hospitality. Would you believe that there are guests who make their choice of where to stay after making a round of phone calls to concierge desks, evaluating their performance or potential performance? Please believe it. Guests will not hesitate to tell you that they chose your property because your concierge was the first to respond to their call, and/or seemed the most capable.

Are you maximizing the potential of your concierge team to bring in new and returning guests? Does your concierge team have the confidence and support to reach out to current and potential guests? Let's examine some key aspects of the relationship between the hotel concierge and the General Manager.

Understanding the respective roles of the General Manager and the Hotel Concierge

Obviously, the General Manager and the hotel concierge share the objective of providing service and bringing in new and returning guests; however, their points of view are quite different. The General Manager oversees the "big picture" of operations while the hotel concierge is dedicated to the "momentary snapshot", administering to the immediate needs of the guests. The space between the "big picture" and the "momentary snapshot" not only defines the relationship between the GM and the concierge, it shapes the level of service provided by your concierge team. The key to keeping that "space" to a minimum is in understanding; the concierge must truly understand the GM's point of view of the "big picture," and the GM must truly understand the concierge's point of view of always being "in the moment." How can we gain (and maintain) that understanding? Most concierges and GMs respond to this question with the same answers: communication, education, trust, support, respect and discretion.

Coming up in January 2018...

Mobile Technology: Relentless Innovation

Technology has become a crucial component in attracting and retaining hotel guests, and the need to enhance a guest’s technology experience is driving a relentless pace of innovation. To meet and exceed guest expectations, 54% of hotels will spend more on technology in 2018, and mobile solutions in particular will top the list of capital investments. Many hotels are integrating mobile booking, mobile keys, mobile payments and mobile check-in into their operations. Other hotels are emphasizing the in-room experience, boosting bandwidth and upgrading flat screen TVs to more easily interface with guest mobile devices. And though not yet mainstream, there are many exciting technology developments on the near horizon. The Internet of Things (loT) is taking form in some places, and can be found in guest room control systems, voice activation systems, and in wearable sensors that can be used for access and payment options. Virtual reality headsets are available at some hotels so guests can enjoy virtual trips to exotic locations or if off-property, preview conference facilities and guest rooms. How long will it be before a hotel employs a fleet of robots for room service, or utilizes a hologram as a concierge, or installs gesture-controlled walls that feature interactive digital displays? Some hotels are already using augmented reality for translation services, or interactive wall maps, or even virtual décor. This pace of innovation is challenging property owners and brands to stay on top of the latest technology trends while still addressing current projects. The January Hotel Business Review will explore what some hotels are doing to maximize their opportunities in the mobile technology space.