2. A long History of
Hospitality
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3. What is a Concierge?
Chief Assistant of the hotel
Provides advice and additional services to
hotel guests.
Goes the extra mile and performs the
impossible!
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4. History & Evolution of the
Concierge
• The word “concierge” is derived from the Latin
conservus, meaning “fellow slave”.
• As early as the twelfth century, the title concierge
began to see regular use.
• The symbol of concierge is crossed keys. Rumor has
it that the origin of the crossed keys may have come
from the Parisian prison, the conciergerie, whose
most famous prisoner was Marie Antoinette.
• With the development of grand hotels in the late
nineteenth century, a concierge was posted at the
entrance to welcome guests and to give out the keys.
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5. The Modern Concierge
• By the twentieth century, every good hotel in Europe had a
concierge, but it was not until 1936 that a social law was passed
to pay them. Before that they worked for no wages, handling
such duties as the dry cleaning and laundry services for
gratuities.
• The position of the concierge has evolved, after lowly
beginnings, to the present, where the concierge in a modern
hotel has truly major responsibilities and respect.
• In Europe, the process of becoming a concierge is evolutionary.
Often concierges begin as child performing page duties and
gradually work their way through the ranks of uniformed
services to become a member of the concierge team.
• In Europe the profession is time honored, and many people
devote their lives to it.01/30/15 Concierge Services - Leela Palace Udaipur
6. Concierge as a Profession
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• Spirit
• Characteristics
• Philosophy
• Commitment
• Ethics
• Role
• Relationships
• Attitude
• Communication
7. Spirit
The spirit in which the job is performed makes the
difference and concierges need to understand this on a
very deep level. It is the spirit behind the job skills that
motivates the concierge to go the extra mile and push
him or herself to the limit.
The concierge is a curious combination of idealism and
realism that equates to true hospitality. Concierges are
used as the service role model and rightly so. Job
descriptions alone cannot possibly give a true sense of
the job performed by the concierge. It is highly visible
position, one that brings prestige, a sense of power, a
variety of business contacts and a deep sense of
satisfaction.
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8. Characteristics
It takes a Unique set of characteristics even to
survive at a concierge desk. Start with a
certain outgoing type of personality. Combine
it with a deep need to serve and be
appreciated. Top it with one’s comfort zone
being enter stage and throw in an addiction
to excitement, a voracious drive to organize,
the patience of Job and the soul of private
eye.
There you have the making of a good concierge.
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9. Because the job has no boundries, the special
characteristics of a concierge really come into
play. It would be easy to become frustrated and
“lose it” when asked to do three or four things at
once while “on stage” in full view of the public.
The ability to do multiple tasks without losing
one’s cool is a paramount in being a concierge. I
one cannot perform multiple tasks
simultaneously, one should not even think about
the concierge as a career choice.
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10. Philosophy
The philosophy of the concierge embraces the concept of
service with a willingness and a sense of pride. As
aforementioned, the word “concierge” is derived from
the Latin conservus, meaning “fellow slave”. The
concierge understands the subtle difference service and
servitude and has turned it into an art form. It is the
concept of taking pride in one’s work. The old adage “It’s
all in how you look at it” is exemplified by a concierge.
The truth is a concierge often do very unglamorous things
such as booking airport shuttles, sending UPS and Fed Ex
packages, reserving rental cars, ordering amenities, giving
out bus routes, but they do it in such a way that it
appears very glamorous.
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11. Commitment
THE BUCK STOPS AT THE CONCIERGE
This should be emblazoned on the forehead of every concierge, If
the concierge cannot do it, it cannot be done. That should be the
overriding principle at a concierge desk. Many people in service
jobs pass people along to someone else. The concierge can never
do this! The concierge is the last stop; the end of the lime. Yet
from the point of view of the guest, it is the first stop and the only
place they need to go.
A large part of the concierge service philosophy is that the concierge
can do anything and never say no. But not all requests can be met
all the time. But the dedicated concierge will exhaust all
possibilities and alternatives are always offered.
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12. Ethics
There are requests that cannot be met
because they extend beyond the boundaries
of the concierge’s morals and integrity. The
concierge philosophy includes only services
that are legal and kind. Betting on a cricket
team or on a horse in the Derby through a
bookie or pulling a practical jokes are
examples for instances, of service
inappropriate to the concierge.
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13. Role
• Listen to the guest.
• Be gracious
• Ask the anticipatory and probing question to ascertain the guests’
needs.
• Take your time with the recommendation.
• Manage your time, and manage the consumers expectation on
receiving information. Make an informed recommendation based on
the information provided that meet or exceed their expectation levels
of their request.
By asking all the right questions, you ensure that to each guest you are:
• Fair
• Objective
• Able to use your vast source of knowledge to make the best
recommendation.
• You treat every guest that makes the long journey to the concierge desk
the same.
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14. Relationship
Relationships with Guests
Because the job of the concierge is so personal in
nature, it is inevitable that some friendships do
occur. Although there are very special
exceptions, the relationship between the
concierge and guests should be respectful but
not familiar. When dealing with the guest, it is
important to remember always to use their
names, keep smiling and look them directly in the
eye.
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15. RelationshipRelationships with Vendors
The concierge builds a good relationships with vendors
over a long period of time; often measured in years.
Good relations with restaurants, ticket brokers, travel
agents, car rental companies, limousine services,
florists, charter companies, and the like are
indispensable and do not simply happen. They are
painstakingly constructed and must be nurtured. In
addition, relationships within the hotel are equally
important and require an equal amount of dedication
and effort. Some relationships are dedicated by hotel
policy. There may be contractual agreements between
the hotel and a rental car agency or tour company
which must be maintained on behalf of the hotel.
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16. Relationship
Telephone Manners
Every relationship begins with a contact, usually
made by telephone. It is vital, therefore for the
concierge to practice exemplary telephone
manners and to impart warmth and sincerity in
every call. The concierge should begin every new
contact by introducing him or herself, identifying
the hotel and asking the name of the person
speaking and then use the name throughout the
conversation – no matter how brief. When
transferred to another person, the same procedure
applies and notes should be made so as to keep
everybody straight.
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17. Relationship
Miscellaneous
Contacts : Contacts can and should be made even when
there is no special request. Personally welcoming a new
business to the area or sending congratulations on an
opening can work wonders in building relationship.
The Favor Bank : Apart from routine referrals and normal
business, concierges are constantly doing special favors
and just as constantly asking for favors. The good
concierge knows exactly when to ask, and keeps track of
favors so as to avoid the possibility of abusing the
privilege.
The concierge is the concierge’s Best Friend : A good
concierge can make hotel, dinner or theatre reservations
anywhere on earth with a simple phone call to a colleague.
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18. Attitude
Thinking Like a Concierge:
Integrity, Responsibility, Everybody Wins
In the world of the concierge, there are no half price
sales or so-so service. “Thinking like a concierge” is
the essence of success. This is the glue that holds
everything together.
Thinking like a concierge requires philosophy,
communication skills, creativity, imagination and
willingness to get the job done. It boils down to one
word: “ON”. The concierge is always on the phone,
on the job, on the front line, on call, on their feet but
most important, on the ball.
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19. Communication
Language may be a problem at times. In India,
people who are multilingual are rare, and the
ability usually grows out of concentrated study
rather than as a result of having grown up with
more than one language as the natural state.
Although being a multilingual is a definite asset
and more in demand recently, some good
concierges function admirably without that
particular ability. It is advisable to have at least
one multilingual person on staff, but the
universal language is “SERVICE”.
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20. Routine Job
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• Meeting VIPs and special guests at the airport,
railway stations or ports.
• Taking care of luggage, including safe custody,
checking them in (subject to customs approval),
having them shipped or even repaired.
• Air ticketing, all aspects involving flight
reservations, ticket purchase, changing of flight
dates, routes, meal and seat requests, city check
in.
• Mail and courier services both local and overseas.
• Handling guest's messages, faxes and mail.
21. • Ground transfers, taxies, limousines, coaches and
basically anything with wheels.
• Private hire of jets, helicopter, yacht. Arranging
sightseeing tours, both conventional and
customized, knows tourist attractions.
• Make onward hotel reservations.
• Making restaurant / entertainment
recommendations and reservations.
• Shopping tips, as well as the occasional personalized
shopping service.
• Arranging flowers delivered both locally and
worldwide.
• And now increasingly, be IT savvy.
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22. Follow – Through
Following through is so vital to the concierge because
that tasks have been completed satisfactorily and
provides verification. Perception is important and if a
guest does not have it demonstrated that his/her
request has been attended to, the effort could go
totally unnoticed. The guest may never know.
When doing research on behalf of a guest, make sure
the guest knows specially to check back with the
concierge. Establish a time frame. Ask when the
guest plans to check out or leave the hotel and make
sure to make contact with him/her prior to that time.
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