Strategies for Hiring and Keeping a Top Rated Concierge Team
By Marjorie Silverman Honorary President, UICH, Les Clefs d'Or | August 09, 2010
In this article we will explore how to find these service specialists, how to keep them motivated and inspired and working to improve your turnover statistics as well as bottom line. We will discuss the techniques for creating loyalty and using their unique skill set to best advantage.
The search for a professional head or chef concierge
I recommend that you begin with the website of Les Clefs d'Or, USA Ltd., the professional association of hotel concierges. You can contact them at www.lcdusa.org. They represent 600 professional hotel concierges in 30 states and they link with a network of more than 3000 colleagues in 40 countries. If you have a job opening, it can be posted on the LCD website which is frequently visited by their members. All of these concierges have at least 5 years experience in the industry and they have had to pass extensive written and verbal service skill tests to get their keys. Before you invite one of them for a first interview, they have already been vetted by Les Clefs d'Or.
It has been my experience after more than 25 years in the industry that concierges can successfully move to a new location. Once they have the skill set of providing the service, they can quickly and successfully learn a new city, resort or region. Often there are promising assistant concierges and there is no opportunity for movement in their current hotel giving an incentive to move to a new position. Share your mission statement with them and they can benchmark a new service for you.
Hiring line staff for the concierge desk
All Les Clefs d'Or members are by no means chef concierges and they are perfectly willing to work as staff members. Some hotels have many Clefs d'Or members on staff. A perusal of LCD's most recent membership book identifies 14 LCD members at the MGM Grand in Las Vegas, 10 at the Four Seasons Hotel in New York City, and 7 at The Ritz-Carlton Hotel in San Francisco.