Concierge In Hospitality Industry

The focus of this research is to analyze whether should concierge always suggest hotels own service before suggesting competitors’ service? In Hospitality industry, is concierge service imperative in maintaining guest satisfaction and subsequent return to the hotel budget. According to concierges: they believe that technology helped them give better information and service. However, they felt that although guests have access to a great deal of information, most guests continue to rely on personal recommendations from concierges. Concierges also have new roles such as monitoring hotel websites or social media sites and are confronted with a great deal of new and changing information. Conclusions stem from the fact that although hotel companies

A hotel concierge fulfills a variety of guest requests ranging from giving directions to making dinner reservations, to obtaining tickets to sold-out shows, and to providing personal shopping. In essence, the concierge must meet any guest requests regardless of how unusual the request is. “Synonymous with extraordinary service, a concierge is expected to achieve the impossible and fulfill any request with efficiency, speed, discretion, and creativity” (2010 p 22 23). To achieve the seemingly impossible, the concierge relies on personal networks of local businesses and service providers, which now include utilizing the Internet and other computer

The hotel concierge is the hotel ambassador, the very face of the hotel; the person uniquely qualified to provide your guests with personal service and special attention that shape the guest's overall experience. From the everyday requests such as directions, and local restaurant recommendations and reservations, to the more involved requests such as a romantic marriage proposal, or the return of the left-behind laptop; the private catered yacht or even the immediate need for a mariachi band, the concierge is the person to whom guests turn for advice and assistance. The concierge is the hotel's "go to person", and his household key ring has been replaced with a "little black book", a blackberry or an iphone. The concierge's currency is information and relationships. His handheld contains a vast database of information and connections: the cell phone numbers of store managers, the inside and after-hours phone lines to local service providers, as well as his network of connections, built over the years that include his concierge colleagues from the local associations and the worldwide association, Les Clefs d'Or (the keys of gold). You may identify the members of Les Clefs d'Or by the golden keys that adorn their lapels. Those keys represent the highest standards of networking and service. “Effectively understanding the role of