Editorial Board   Guest Author

Ms. Mongeon

Chanel Mongeon

Assistant Chief Concierge, Marriott Chateau Champlain

Since a very young age Chanel Mongeon knew that her calling was to work amongst the public. Communicating with people had always been easy and very pleasurable for her. Fed by an insatiable curiosity in life, with time she decided to combine her passion for traveling with her desire to help people. Ms. Mongeon graduated in 2003 from the Institut de Tourisme et d`Hotellerie du Quebec (ITHQ) in Montreal. After having worked a couple of summers as a tour guide on the Amphibian-Bus Tour in Old Montreal, the experience allowed her to see the city in a different way, allowing her to refine her public speaking skills and lastly, it gave her a taste of what it was to constantly work with tourists. With curiosity & ambition came more responsibilities. Ms. Mongeon started expanding my her responsibilities, getting more involved in the marketing of the company. This allowed her to establish some important contacts in the tourism industry and was instrumental in her progression to the concierge profession. In 2004 Ms. Mongeon officially made her career move into the hotel industry, working at the Marriott Chateau Champlain for the past 8 years occupying the role of the Assistant Chef Concierge for 6 years and the role of Chef Concierge (per interim) for a year and a half. With her full time duties as Chef Concierge, she is also very involved in the local community, volunteering her time to 'Les Clefs d`Or Canada'- the association known worldwide as the symbol of outstanding and professional service. Ms. Mongeon has been a Clefs d'Or member since 2007.

Ms. Mongeon can be contacted at 514-878-9000 x221 or serviceconcierge@chateauchamplain.com

Coming up in January 2019...

Mobile Technology: The Future is Now

Mobile Technology continues to advance at a relentless pace and the hotel industry continues to adapt. Hotel guests have shown a strong preference for mobile self-service - from checking-in/out at a hotel kiosk, to ordering room service, making dinner reservations, booking spa treatments, and managing laundry/dry cleaning services. And they also enjoy the convenience of paying for these services with smart phone mobile payments. In addition, some hotels have adopted a “concierge in your pocket” concept. Through a proprietary hotel app, guests can access useful information such as local entertainment venues, tourist attractions, event calendars, and medical facilities and services. In-room entertainment continues to be a key factor, as guests insist on the capacity to plug in their own mobile devices to customize their entertainment choices. Mobile technology also allows for greater marketing opportunities. For example, many hotels have adopted the use of “push notifications” - sending promotions, discounts and special event messages to guests based on their property location, purchase history, profiles, etc. Near field communication (NFC) technology is also being utilized to support applications such as opening room doors, earning loyalty points, renting a bike, accessing a rental car, and more. Finally, some hotels have adopted more futuristic technology. Robots are in use that have the ability to move between floors to deliver room service requests for all kinds of items - food, beverages, towels, toothbrushes, chargers and snacks. And infrared scanners are being used by housekeeping staff that can detect body heat within a room, alerting staff that the room is occupied and they should come back at a later time. The January Hotel Business Review will report on what some hotels are doing to maximize their opportunities in this exciting mobile technology space.