What Qualities to Look For When Hiring a Hotel Concierge
By Julien Tanguy Chief Concierge, Hilton Montreal Bonaventure | December 15, 2013
In today’s luxury hotel market, travelers can find comparable first-class amenities in every room, in every country. For a property, the key to being different from its competitors is providing added value through outstanding guest service. Since each individual guest is different, it is the personal touch and tailor-made experience that makes a specific hotel stand out. Who better than the Concierge to fulfill this role?
The concierge’s position is essential in a hotel’s long-term profitability: his or her performance is decisive in a successful stay. By providing highly personalized service, the concierge creates memorable experiences that ultimately drive guest loyalty. The concierge can also be considered an ambassador, who promotes the hotel’s image and reputation.
So, what does it take to be a top concierge?
You will find here a list of characteristics, inspired by all the great concierges I have met around the world. This article is dedicated to them.
A memorable experience starts by being accessible: the concierge, as an individual, needs to be easy to talk to and to deal with; a warm and friendly welcome invites the guest to come back to the desk.
The Hotel Business Review articles are free to read on a weekly basis, but you must purchase a subscription to access
our library archives. We have more than 5000 best practice articles on hotel management and operations, so our
knowledge bank is an excellent investment! Subscribe today and access the articles in our archives.