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 March 2018...

Human Resources: Value Creation

Businesses must evolve to stay competitive and this is also true of employment positions within those organizations. In the hotel industry, for example, the role that HR professionals perform continues to broaden and expand. Today, they are generally responsible for five key areas - government compliance; payroll and benefits; employee acquisition and retention; training and development; and organizational structure and culture. In this enlarged capacity, HR professionals are no longer seen as part of an administrative cost center, but rather as a member of the leadership team that creates strategic value within their organization. HR professionals help to define company policies and plans; enact and enforce systems of accountability; and utilize definable metrics to measure and justify outcomes. Of course, there are always new issues for HR professionals to address. Though seemingly safe for the moment, will the Affordable Care Act ultimately be repealed and replaced and, if so, what will the ramifications be? There are issues pertaining to Millennials in the workforce and women in leadership roles, as well as determining the appropriate use of social media within the organization. There are new onboarding processes and e-learning training platforms to evaluate, in addition to keeping abreast of political issues like the minimum wage hike movement, or the re-evaluation of overtime rules. Finally, there are genuine immigration and deportation issues that affect HR professionals, especially if they are located in Dreamer Cities, or employ a workforce that could be adversely impacted by federal government policies. The March Hotel Business Review will take a look at some of the issues, strategies and techniques that HR professionals are employing to create and sustain value in their organization.