For decades, the hotel and resort concierge has worn a dizzying number of hats. A cross between a personal secretary, tour guide, travel agent, friend and even life saver, this invaluable service liaison has played gatekeeper to his city in more ways than one.
But times are changing. Given the recent advent of smartphone technology and social media like Foursquare and Facebook, guests can now instantly access information and make arrangements without ever leaving their rooms – making many of the concierge’s traditional activities obsolete.
Maybe, maybe not. According to Roberta Nedry’s recent ehotelier.com post “Today’s Concierge – A Role Model of Service Excellence and Profitability,” today’s concierge is more important than ever. Here’s why:
- Guests desire more personal service. Organizations that hire properly trained, professional concierges will see significant impact to the bottom line and customer/guest satisfaction levels will soar.
- Today’s concierge plays an increasingly strategic role in the overall guest experience. In this role, concierges have the opportunity to impact repeat business, referral business, extended stays and additional income.
- Given the staggering number of dining, restaurant, entertainment, meeting and transportation options available to today’s guest, the concierge has become a trusted resource for answers and recommendations.
- HR professionals are discovering the value of the concierge role as a cost-effective way to attract, train and retain valuable employees. The concierge can be the utility player who models service excellence, cutting across all departments.
To realize the full benefit a concierge can deliver for your hotel or resort, Nedry recommends that you hire a professional who is trained in service excellence and has the credentials to handle all of the above. Furthermore, to be truly effective he must have the ability to network, make things happen and nurture relationships – not just contacts.
At Penguin Staff, we know that service excellence – on the part of all staff, not just the concierge – is critical to delivering a superior guest experience. If you need temporary kitchen employees, hotel front desk or other hospitality professionals, call us. We provide on-demand access to talented individuals who will keep your customers singing your praises.