A concierge is a hotel's go-to person to make each guest's stay memorable. When a hotel guest on a mission to see every Vermeer in existence wanted to see a painting in the queen of England's private collection at Buckingham Palace, she turned to the concierge for help. A restaurant recommendation from a concierge may send you to a meal that's the best part of a trip. Fulfilling exotic requests may not be all in a day's work for a hotel concierge, but if anyone can, it's the concierge.
Recommendations and Reservations
Be aware of the latest exhibits, games, shows, events, restaurants and just about any other local attraction a hotel guest might want to know about. You're most likely the person the visitor will turn to for where to go and what to do, but you'll want to direct guests to hotel facilities first -- Why not? The hotel pays your salary -- before you send them off the property. Making last-minute restaurant reservations, securing tickets to the theater and arranging golf tee times are all typical activities you might perform on behalf of a guest.
A concierge in New York helped a guest pull off a marriage proposal that involved helicopters and the Statue of Liberty. As a concierge, you may be asked to help guests plan or execute some sort of celebration. Arranging to have flowers delivered, booking a limousine to pick up a group for a night on the town or picking up the gift a hotel guest ordered are typical requests.
When you're a professional concierge, you provide every guest with excellent service. You provide hotel VIP guests with exceptional service. You know who they are and what they like. You call them by name and make sure they have what they need. You make them feel welcome and feel like family by coordinating with other hotel staff to deliver their personal preferences before they request them. Your job is to exceed the expectations of a VIP or repeat visitor and to turn first-time visitors into repeat visitors.
Renting cell phones, hiring language translators and arranging for office space and clerical support are all things you may do for business travelers as a hotel concierge. A guest might ask you to be on the lookout for a CEO and to personally escort him to a meeting room. When a guest has a problem during an important presentation, you might track down the hotel meeting coordinator. You may even help make photocopies at the last minute when the handouts for a presentation don't arrive by mail as expected.
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