News for the Hospitality Executive |
Conscious Concierge: Five Hotel Hospitality Tips
By Peter
Puckett
December 21, 2010 The responsibilities of a concierge go far
beyond simply
being polite and helpful when treating hotel visitors. The first
impression
guests have of a hotel they are visiting is often taken from their
experience
with the concierge. A concierge that is slow, inattentive, and
unsociable will
not win any awards from customers, and will certainly not benefit the
hotel in
any way. Here is a list of several bits of advice that are sure to help
a
concierge get bigger tips, make a better day for guests, and improve
business
for the hotel. Be
Attentive to Individual Guests Do not simply act like an automaton when
dealing with
guests. If the guest is trying to instigate small talk, oblige them and
engage
in conversation with exuberance. Take care of being too chatty, or
holding up
the guest in conversation. If a weary traveler has just arrived in your
hotel,
greet them with a smile and comply with any reasonable wishes they may
have. Be
understanding in the event of a booking error, and do the absolute best
in
aiding the guest in receiving a room. Always be sure to ask hotel
guests if
there is anything you may do for them if a guest appears distraught. Know Your
Local Area Hotel guests will often refer to the
concierge in order to
decide their itinerary. As most guests of the hotel are foreign to the
local
area, they are often utterly dependent on the concierge's own awareness
of
activities available. Try to present guests with the best list of
events
occurring in the hotel and around it throughout the day. If customers
are
booked for several days in a row, and there is a banquet on the morning
of
their last day, inform them of the banquet ahead of time. Making
restaurant
recommendations is yet another major responsibility for the attentive
concierge. Visit local dining establishments and gain an idea of their
price
range, cuisine, and quality of service in order to best describe the
dining
experience to hotel guests. Be
Cooperative Some guests may seem to overstay their
welcome at the hotel
by way of ridiculous requests and needs. These customers often are the
most
prone to getting incredibly upset when their demands are blown off. If
a guest
is getting on your nerves, perhaps a breathing exercise is necessary to
calm your
nerves and allow you to continue as normal? A careless concierge risks
losing
tips if the utmost care is not taken to follow the wishes of hotel
guests. Accredited
online hospitality schools are available and offer more instruction
in how to deal with difficult guests. Keep Taps
on Online Reviews Hotel hospitality has become a incredibly
important facet to
maintaining a successful hotel, even more so than ten years ago. This
is thanks
to the prevalence of the social networking craze which has taken much
of the
world by storm. A guest with a negative experience at a hotel ten years
ago
would be hard pressed to find a means of informing a large number of
people
looking for hotels. Now, hotel review web sites are common place,
allowing
customers with negative experiences to share their woes with others who
are
looking for a place to stay. Most of those looking for hotels primarily
refer
to reviews posted by other hotel guests. Take the time to read comments
about
your hotel, and do your best to help address the negative reviews in a
proactive way. Encourage
Positive Reviews Do not overdo the encouragement for positive
reviews. Many
hotels give their customers cards which they may write things they were
impressed with while staying at the hotel, and things which could be
improved
on. If a guest mentions what a wonderful time they have had throughout
their
experience at the hotel, a casual remark asking the customer to visit a
specific
website and submit a review is sufficient in convincing some guests to
make a
positive review. Peter Puckett is a journalist hailing from Florida. When he is not traveling and writing, he is working for online universities, and spending time with his family. |
Contact:
Peter
Puckett |