Maximizing the Relationship Between the Hotel Concierge and the Guest

By Leigh Anne Dolecki President, The Northern California Concierge Association | February 20, 2010

The hotel executive must be very sensitive to the relationship between the Hotel Concierge and the guest, as it is undoubtedly a key element in the success of your property. The concierge is the link between the guest and your property and a professional concierge can develop and nurture loyal relationships between your guests, your brand and your property. After careful examination of this relationship, we must acknowledge that every element of this relationship comes down to one word, and that is "trust". The relationship between the hotel concierge and the guest is based on and measured by the guests' trust in the concierge. Many elements contribute to creating and maintaining this trust, but at the end of the day it all comes back to that one crucial element: trust. The guest must be able to place their absolute trust in the concierge. Let's examine some of the qualities that a concierge must present in order to gain and build the trust of their guests.

Using intuition and being receptive

The concierge has only a few seconds to make a first impression when meeting a guest. Those first few seconds are critical in winning over the guest, and this is when the concierge's intuition most comes into play. Within one conversation an intuitive concierge can assess the guest and their requests, determine how best to respond, and what recommendations to make or pursue. The concierge's goal is to make the best and most personalized recommendations to every individual guest; this is when their willingness to be receptive comes into play. The guest's responses to a few key questions will reveal much about not only what they're looking for, but how best they will receive the response. The concierge must be receptive to their questions and responses. The concierge must assess if the guest wants a quick and brief answer, or the guest needs much detailed explanation in the response. You may notice your concierge presenting the same driving directions (to your property, for example), in completely different ways to different guests; some guests simply want to be handed a quick printout while others need very detailed verbal and visual cues. This holds true in the concierge's recommendations for dining, or where to go and what to see. The concierge uses their intuition and receptiveness to guest responses to make the perfect response/recommendation to the guest, whether the request is simple or highly complex. Few things make a concierge happier than the guest who says " was exactly what we wanted!" or better yet, " did you know?" The unspoken response to that question is "Trust me, I'm your concierge".

Education and credibility

The hallmark of a good concierge is the demonstration of education and knowledge. Most guests can immediately perceive if a concierge is sincere and knowledgeable in their recommendation or merely providing a pat or rehearsed response or worse yet a "fluffed up" response. In the latter scenario the concierge sacrifices their credibility and loses the guest's trust which is most difficult, if not impossible to recover. It is incumbent upon the concierge to keep up on their education, constantly researching the old and the new of their surroundings in order to be truly educated and able to respond to every guest request with the enthusiasm, sincerity and accuracy of first hand experience. When the guest trusts the concierge they are more trusting of the entire property.

Employing accuracy, and problem solving skills

Choose a Social Network!

The social network you are looking for is not available.


Hotel Newswire Headlines Feed  

Paul Feeney
Jason Ferrara
Kelly McGuire
Andrew Glincher
Bonnie Knutson
David Ashen
Josiah MacKenzie
Kurt Meister
David Lund
Steve Kiesner
Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.