Ms. Dolecki

Concierge

The Hotel Concierge: Effective Technology You Should be Using

By Leigh Anne Dolecki, President, The Northern California Concierge Association

Let's take a moment to review what is available to us; the effective technology that we should be using, and how to use it to our best advantage. As we avail ourselves of these technologies we must always remember the importance of personalized service. The biggest advantage of this "new world" is that it affords us more opportunity to engage with our guests, and provide them an even higher level of service.

Internet

The concierge now has the entire world of information at his/ her fingertips and is always prepared to fulfill a guest request within seconds thanks to the advancement of browsers, search engines and web design. The virtual world is constantly expanding, and it seems that every day we find new "avenues" for helping our guests. It certainly behooves the concierge to master the art of the key word and website navigation as well as organizing the desktop with favorites, shortcuts and folders for the most expedient service. Even a simple "gadget" or "widget" on the desk top can improve our service enormously. The concierge can immediately provide information on weather, traffic and transit information in real time down to minute detail. For some cities with many restaurants, it is no longer necessary to keep those wrist-breaking binders full of menus that are so challenging if not impossible to keep current. The concierge can print out menus on an as-needed basis from restaurant websites, or for many cities, there are websites with menus of nearly every restaurant in the city. The concierge may go online to purchase tickets for travel, shows or events throughout the entire world like never before. We have new websites that provide photographic images of entire cities or areas that help the concierge provide details of a destination, even the inside of hotels and restaurants. What an advantage to be able to tell our guest that "...you'll see the ice cream store on your right hand side, the restaurant is just beyond it..." or "walk past the grandfather clock and take the hallway to the left, the lovely new caf'e is just down that hall..." It still seems like magic to provide so much information so instantaneously.

Concierge Software

Most concierge desks use the highly sophisticated software programs designed and developed specifically for the concierge. The programs are customized to every individual property/user team and interface with websites that provide driving directions and reservation confirmations that are printed out on hotel stationery. The scope of these programs is mind-boggling. Every task is recorded, along with the details and status. Confirmations can be emailed directly from the program, and guest preferences are recorded and archived for future reference. These programs include their own data base and can include forms that allow a concierge to input information, and downloaded it directly onto a form that is company-specific, such as a car rental agency, or florist. Let's use the example of renting a car. In many cities this can be a protracted process of gathering all of the vital information: drivers' license numbers, billing address, credit information, insurance information etc. Using their software program that is configured to match the rental company's order form, the concierge can quickly input all of the information while conversing with the guest; and with one click all information is downloaded onto the form of the rental agency. The form is then printed and faxed or emailed directly to the agency. The chance of errors of omission is greatly reduced as the concierge tabs from field to field. We also completely eliminate the errors of rushed handwriting. Our efficiency and accuracy are increased, and the concierge remains engaged with his/her guest. These programs can link the entire hotel by including Guest Shipping and Receiving, Restaurant Reservations, Lost and Found, Lent Items, and in house amenities.

Instant Messaging - Are you using it?

Many concierges now use Instant Messaging as another venue for multitasking. Concierges routinely communicate with each other throughout their shifts and now, thanks to Instant Messaging not only do they not need to pick up the phone, they can communicate while simultaneously involved with a completely different task. As the concierge speaks on the telephone, or is put on hold with a busy venue, the concierge can discreetly "converse" with a concierge across town, asking for information or advice. The concierge on the receiving end is not stressed by yet another ringing telephone line, and can IM back without losing a beat in their own workload. IM can be a real life saver to the always busy concierges.

Cell Phone Technology

It's difficult to keep up with the fast pace of cell phone technology and the services they now provide. Today, we can access and answer emails on our phones, open attachments, and take photographs with astonishing speed and clarity. All of these technologies allow us to provide service to our guests in ways we never imagined.

Email via cell phone

Iphones and blackberries have truly revolutionized communication; we no longer need to be at a computer to access email. Using email the concierge can communicate more efficiently with our guests in brand new ways. The concierge often receives a phone call from an incoming guest as they prepare for their flight or a business meeting. The concierge can fulfill the requested tasks (transportation from the airport, dinner reservations for the evening) and the guest can relax. As our guests arrive at the airport, they turn on their cell phone to read a message that a driver will meet them at baggage claim, or the link to driving directions to the hotel. It's quite common that a room reservation will contain an email address, but not a phone number. The concierge can email a guest to let them know that they left something behind in their room; the guest can receive the email before they even realize their mistake, and quite possibly before they leave for the airport.

**Texting **

Our guests who are in a meeting or on an excursion (or with clients, or enjoying a meal, the situations are endless) need not be interrupted or distracted by a buzzing cell phone; we may simply text them. Many of our guests request that we text them; of course we can't send text messages from the hotel landlines, and most of us are reluctant to use our personal cell phones (even if we are permitted to use personal cell phones while on duty). Thank goodness that there are now websites that allow us to text from our computers! Not only can we text message our guests with information, we can text our own colleagues with inquiries or advice, safe in the knowledge that we will not take them away from a guest. Many restaurant and nightclub managers as well as door hosts now prefer to work by texting; receiving requests and responding instantaneously. What a whole new world it is where we can forget calling a nightclub to be put on hold for a long time or, worse, having to leave a message then anxiously wait for a return call. Now we can send a text message directly to the manager or host, letting them know that our guests are on their way.

Cellular Photography

The photographic capabilities of some of today's mobile phones are truly amazing. The concierge can run an errand for a guest, and take snapshots of the options to email to the guest ("Which of these bracelets would your wife most enjoy as a birthday present, Mr. Smith?"). The guest who was worried about the scratch on the rental car is reassured when the concierge takes a snapshot of the scratch for the record. Many of our guests admire the floral arrangements in the lobby and are delighted with the offer to send a snapshot of them to the guest. The quick concierge can capture a candid family reunion moment, or a delightful "pet" antic that can be a treasured memory for our guests.

Google Texting

Are you googletexting? Google text is the information "hotline" via texting, much like dialing 411 on the telephone. For the busy concierge this is just one more avenue to instant information. One can text the name of a service provider or a service in general such as "shoe repair", or "Pizza", to Google at 466-45 (GOOGL), and within seconds, responses are texted back. While on a guest floor, or even in the lobby, the concierge doesn't need to return to the desk or computer to answer a question for a guest, they may have the answer in his or her pocket, almost magically. Every doorman should be google texting.

Cell phone applications

Inherent throughout all of this technology we must make sure to make use of its "lighter" side; the fun and games that allow us to engage further with our guests. We now have the option of using a cell phone as a "toy" in order to engage our guests. A concierge can captivate the rambunctious youngster with an application such as the Star Wars style light saber, or the "snow globe". While the little guy is completely entertained with conquering the Jedi, or creating virtual blizzards of sparkly snow over the little Alpine village, mom and the concierge can make plans for the day. We've all witnessed occasions when guests have trouble making a decision amongst themselves over where to go or what to do. The concierge can help keep the guests engaged and avoid or lessen tension by offering the mobile phone Yes/No button, which is much like the magic 8ball. Just press the button, and it tells you yes or no. It's silly, but it can be a brilliant distraction at a critical moment.

I would be remiss if I did not address the potential downfall of technology actually diminishing the guest's experience. As we avail ourselves of all of this technology we must always remember the importance of personalized service. As this technology makes us more efficient, we must apply the saved time and effort towards our guests' experience. We must not fall into the "efficiency trap" of simply printing out and handing off information. The biggest advantage of these high speed technologies is that is affords us more opportunity to engage with our guests, and provide them an even higher level of service. We now have more opportunity to "wow" our guests with "What else may we do?"

Leigh Anne Dolecki joined the hospitality industry after a 20 years in theatre production. Since becoming a concierge in 2000 she has served as vice president of the Northern California Concierge Association; at the end of 2007 she completed a two year term as president of the NCCA. She represented a membership of over 160 concierges. As president, Ms. Dolecki provided educational opportunities for members by planning meetings and events, as well as building relationships with service providers throughout northern California, keeping NCCA members on the forefront of guest services. Ms. Dolecki can be contacted at 415-955-5552 or ladolecki@gmail.com Extended Bio...

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