concierge simplified

8/8/2019 Concierge Simplified

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Raise the Curtain

Raise the Curtain



What is Concierge?



Lets see what Oxford Says

Staff member who handles luggage, mail andmakes reservations and arrangements onother matters for guests or visitors

The hotel staff member who assists guestsby providing information and specializedservices

a French caretaker of apartments or a hotel;lives on the premises and oversees peopleentering and leaving and handles mail andacts as janitor or porter



Concierge

in today's World



Concierge Operations

Transportation

Information Hub

Courier & Postage Personal Shopping

Airline Reservation

Entertainment/Social

events reservation F&B Outlet reservations

Baby Sitting

Runner Services

Business Centre Medical Aid

Guest Relation

Management

Disaster Management Revenue Management



Concierge is an art of Achieving

Guest Satisfaction by exceeding

his/her expectations. In nut shell

it¶s a act of Brilliance which have

to repeated with utmost Continuity

everyday & every time without any

exception.



Tough work Right? But its

extremely satisfying & rewarding



Characteristics of a GoodConcierge



Virtues to be a Good

Concierge

Integrity

Gift of Gab ( Communication Skills)

Common Sense

Current Affairs Knowledge

Ability to Strike Conversation

Ability to smile in adverse conditions

Information Savvy

Ability to Remember Guest names

Ability to Create and Nurture Relationships

Ability to Liaison with Government Departments



TRANSPORTATION



One of the paramount Services

rendered to Guest by Concierge

Guest Satisfaction can be achieved by providing efficient, timely &reasonably priced Transportation rental services..

Concierge should formulate the standards & procedures for thetransportation operations and also ensure its adherence.

Its one of the most important weapon in Concierge arsenal as it can be

used to increase revenue & also for the service recovery.

Proper planning is required to oversee the operations as it can turn outto be biggest area of concern if proper attention is not provided to thisoperation.

Proper handling of Chauffeurs in accordance with Hotel Grooming &

Communication standards is to be supervised & ensured up to thestandards by Concierge.

Concierge on shift should ensure that along with Fleet CoordinatorsHotel Car Fleet is up to the required Standards.



Information Hub



Concierge is solely responsible

for creating an effective database

of information in & around the city& also should have the ability to

dig out any sort of information

required by the Guest whether itsfor the same city or for anywhere

in the World.

Concierge needs to be aptlyinformed on all the Happenings in

the city each day without Fail



Courier & Postage



Concierge is responsible for the Acceptance& Delivery of

the Guest Mail/Courier/Fax/Envelopes/Messages etc.

It¶s the sole responsibility of the Concierge to Formulate

Process Chain

Procedures

&

Policy Making

Concierge also have to ensure all the P&P¶S are adhered to

the Brand Standards.



Personal Shopping



One of the most Tricky Operation

of Concierge services is doingpersonal shopping for the guest

either by recommending specific

retail outlets & or by personallyescorting the Guests.



Concierge should never force any

recommendation to the Guest

No under the table arrangementshould be between the vendor &

Concierge



Airline Reservation



Points to remember

Concierge should formulate the Process Chain for the Airline Reservation.

Concierge on shift should be ready with the Flight

Schedules of all the Airlines & have to be in thick of the things with up to date Flight Information.

Concierge is the one point contact in the Hotel for any information in relation to the Airline reservationthus its very much important that concierge is wellaware of the Airline Procedures.

Concierge should be ready with all the informationpertaining to the airline tickets.



Points to remember while

making Reservations

Information on all thePlays, Concerts &events of Entertainment

or S

ocial nature shouldbe on Live with theConcierge on shift

Be sensitive when ever Guest ask for a

Reservation for anEvent of SocialImportance

Concierge should beresourceful enough toget the best seat

available for MovieTickets for the Guest

Brochures, Pamphletsor advertising materialshould be handy with

the concierge so that itcan be handed over tothe Guest



F&B

Outlet Reservations



Points to remember

Concierge should bewell aware of all themajor cuisine

restaurants in the city Concierge should have

communicationchannels with all theMajor cuisine

restaurants in City

It¶s the responsibility of Concierge torecommend only good

Night out Joints to theGuest

Concierge should havecommunicationchannels with all the

Night out Joints toensure Entry for theSpecial Guests.



Baby Sitting



It¶s the responsibility of

concierge to provide

professional Baby Sitting

services to the Guest. Concierge should have a database of

Professional Baby Sitters in the city which

can be called for Duty once guest requires.

Concierge should be fully satisfied with the

credentials of the Baby Sitter beforerecommending to the Guest.



Runner Services



Points to Remember

Runner Service is used for Delivering &

Picking up the Parcels, Airline tickets for the

Guest in the City

Runner Services is used for making

amendments to the Airline Tickets.

Runner Services can be used for delivering

Couriers/Messages/Parcels for the in residentGuests.



Business Centre



Business CentreServices

Work station Rentals

Printing of Business Cards

Boardroom Rentals

Mobile RechargeSecretarial Services



Medical Aid



Medical Concierge

Concierge should beentrained in Medical First Aid

Concierge should beaware of all theReputed Hospitals inthe Vicinity of Hotel

Concierge should haveworking Knowledge of No-Prescribedmedicines .

Concierge should beaware of the OPDtimings of all the nearby

Hospitals to the Hotel. Concierge should have

contact Nos. handy of at least 03 AmbulanceService providers.

Concierge should beaware of Blood Banksin the Vicinity of Hotel



Guest Relation Management



Wise Words

Guest satisfaction is the

final goal for all services

rendered by the Concierge

Concierge can use hisservices as a tool to create

relationship with the Guest.

Once the relationship is

created, It can be used for

Guest retention, ServiceRecovery & Promotional

activities of the Hotel

Concierge should leverage

his acumen & services to

make moments of truth for

the Guest.

Concierge services can be

used as a tool for creating

quality difference for the

product differentiation.



Disaster Management



Tough Times

Concierge with all his integrity, Knowledge,

Contacts & ability to perform in pressure

makes him one of the most resourceful

person at the times of crisis.

Concierge should been trained in disaster

management techniques like Fire Drill,

Flood/Earthquake Evacuation techniques etc. Concierge should be alert at any given period

of time for the Crisis handling.



Revenue MANAGEMENT

R t i



Revenue management is

a way to yield more

revenue with lessexpenditure.

In Today's world of Cost Cutting &cutting edge competition Concierge

services can play a big role inproviding additional source of Revenue for the organization.



Big Question is

HOW?



Eggs in the Basket(Potential revenue generation services)



Eggs to be hatched

Transportation

Airline Ticketing

Ancillary services

Expected revenue whichcan be generated from

these services on Inventoryof 200 ± 300 Hotel

=30000000Inr

Three Crores( Quite an Amount)



Gist Concierge is not all about guest services, its also

about Job Satisfaction, Growth & Money

Welcome to World of Brilliance called

Concierge

concierge simplified

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