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.

Choose a Social Network!

The social network you are looking for is not available.

Close

Hotel Newswire Headlines Feed  

Peggy Borgman
Amy Locke
Sanjay Nijhawan
Hillary Bressler
Mike Handelsman
Dan Brown
Eric Rahe
Roberta Nedry
Suresh Acharya
Steve Kiesner
Coming up in May 2019...

Eco-Friendly Practices: Corporate Social Responsibility

The hotel industry has undertaken a long-term effort to build more responsible and socially conscious businesses. What began with small efforts to reduce waste - such as paperless checkouts and refillable soap dispensers - has evolved into an international movement toward implementing sustainable development practices. In addition to establishing themselves as good corporate citizens, adopting eco-friendly practices is sound business for hotels. According to a recent report from Deloitte, 95% of business travelers believe the hotel industry should be undertaking “green” initiatives, and Millennials are twice as likely to support brands with strong management of environmental and social issues. Given these conclusions, hotels are continuing to innovate in the areas of environmental sustainability. For example, one leading hotel chain has designed special elevators that collect kinetic energy from the moving lift and in the process, they have reduced their energy consumption by 50%  over conventional elevators. Also, they installed an advanced air conditioning system which employs a magnetic mechanical system that makes them more energy efficient. Other hotels are installing Intelligent Building Systems which monitor and control temperatures in rooms, common areas and swimming pools, as well as ventilation and cold water systems. Some hotels are installing Electric Vehicle charging stations, planting rooftop gardens, implementing stringent recycling programs, and insisting on the use of biodegradable materials. Another trend is the creation of Green Teams within a hotel's operation that are tasked to implement earth-friendly practices and manage budgets for green projects. Some hotels have even gone so far as to curtail or eliminate room service, believing that keeping the kitchen open 24/7 isn't terribly sustainable. The May issue of the Hotel Business Review will document what some hotels are doing to integrate sustainable practices into their operations and how they are benefiting from them.