Not a simple basic service officerbut a key professional in the hospitality industryespecially in the luxury hotels. Today, the concierge is the face of service excellence, representing the first point of contact between the guest and the hotel, and plays a crucial role in the overall experience of the stay.
The duties of a concierge in a luxury hotel are many and varied. They include, but are not limited to:
- Welcoming guests
He welcomes guests on arrival, providing detailed information on the hotel's services and answering any questions.
- Personalised assistance
It responds to specific requests from guests, which can range from booking restaurants and shows to organising private tours and transfers.
- Emergency management
It promptly intervenes to resolve any problems or emergencies that may arise during the guest's stay.
- Coordination of services
It collaborates with other hotel departments to ensure that guests' needs are met in a timely and efficient manner.
- Local information
It provides advice and information on local attractions, cultural events and recreational activities.
Training to become a Concierge
Preparing a concierge requires a mix of formal training and practical experience. La concierge training is important. Many concierges have a degree in hotel management, tourism or in a related field. This academic course provides a solid theoretical foundation in the principles of hospitality and customer service. But then, alongside this preparation, a period of practice is necessary. Aspiring concierges often start their careers in front desk roles or other hotel departments to gain a comprehensive understanding of hotel operations.
Another element that is added to a concierge's career are the various certifications that can enhance this professional's credentials, such as those offered by Les Clefs d'Or, an international organisation of professional concierges promoting excellence in service.
Especially in luxury establishments, then, concierges must possess a number of skills and competences to excel in their role:
- They must be excellent communicators, able to understand and meet the needs of guests from different cultural and linguistic backgrounds.
- They must be able to quickly and effectively solve any problems that may arise, often anticipating guests' needs before they turn into requests.
- They must have a thorough knowledge of the city and its attractions
- They must treat guests' personal information with the utmost confidentiality
- They must be able to handle multiple requests simultaneously while maintaining a high level of service.
They must have a network of local and international contacts in order to meet special or exclusive requests.
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