QUESTION
Requirements:
- Maximum of 2,000 – 2500 words which does not include the title page, tables etc. Please include a word count on your title page – marks may be deducted if you exceed this limit.
- Any figures, tables & appendices that you use should be numbered accordingly e.g. Table 1, Figure 1.
- Please ensure all pages on the report are numbered, and adopt 1.5 line spacing and a 12 font. APA or Harvard referencing can be used.
SOLUTION
Introduction to the Department of Concierge
Concierge service at hotels is established by installing an expert system. It makes use of artificial intelligence. Hospitality sector has upgraded its services incorporating concierge, which aims at fulfilling the needs and experience of customers, as a highly efficient personalized service. Concierge as a wing of hotel management intends to conduct a framework of human relationship.
Traditionally, hotel concierge staff comprised of their own professional association, called Les Chefs d’Or or the Golden Keys. Until 1936, concierge members were not employees of the hotel, but led their services as independent contractors. While, then concierge services utilized human staff, not it makes use of electronic communication capabilities. The purpose of this report paper is to determine the role of concierge service, what are its role and key functions, and how it contributes to guest satisfaction (Mills, R., and Flanegin, F., n.d.).
It is to be noted that there is a unique difference between American European concierges. While European concierge involves apprenticeship system, American concierge does away with apprenticeship. Although, American concierge performs almost all the duties as the European service, American service primarily deals with business travellers. (McDowell, et.al.,1992).
Role and Goals of the Concierge Department
Being a concierge means you must be able to handle multi-tasking ‘turn around on a dime’, and should be very precise and effective at decision making. Concierge services take unpredictable challenges and there is no time for stress. The successful concierge operation is always a prominent business generator (R, D. G., and O’Fallen J.M., 2005).
The concierge serves to guest needs by guiding and entertaining them through concerts, sightseeing, dining, apart from other activities.
Below we elaborate on the key roles of the concierges:
As a guide and assistant: The key function of a concierge is to provide necessary information, guide and assistance to the hotel guests on all the aspects related to the hotel, services, entertainment, recreation facilities, transport, food, sightseeing. The concierge staff may also include assistant staff for porters, commissioners and valet parking attendants.
Strategic Role: Concierge, being both the first and last point of contact with the guests, occupies crucial strategic role within the hotel. The team of concierges should be able to work together to provide maximum level of services. The department of concierges needs to train its members to form and establish a strong to develop efficient inter-departmental relationship within the hotel.
Relationship Builder: Concierges should be able to build progressive working relationship with service providers to the hotel. Concierge of the hotel should fill the gap between guests and external service providers, in order to meet their needs.
Good Rappot with People: A concierge must enjoy working with people. He or she needs to highly patient with guests and must not easily get stressed out when thrown with multi-tasking.
Organisational kills: One must be great at organizational skills in order to perform the duties of a concierge, because you cannot handle multi-tasking without that.
Updated: It is one of the most important skills, which concierge department should possess. It should be updated with latest information about the hotel, its services and with the complete tour detail of the guest. This calls for spending lot of time in your service, sometime, beyond your regular hour, to learn the things. Concierge should possess firsthand knowledge about the hotel services and the needs of the guests.
(Madden, K., n.d.)
Internal and External Relationships of the Concierge Department
The hotel concierge share the objective of providing service to the satisfaction of the guests to ensure new and returning guests constantly. However, the point of view of concierge is pretty different from that of the general management, which shares the share the same object. The general manager would base their objectives on the approach that serves to the “bigger picture”, including both the current performance of the hotel and the future prospects. However, concierge needs to perform to serve to the immediate needs of the guests. Therefore it is important to split the internal and external relationships in more specific terms.
Internal communication: Concierge is the “eyes and ears of the hotel. The department of concierge are first to notice, when any of the hotel services needs attention. Thus flawless internal communication and relationship is crucially important.
Relationship with internal and external associations: Concierge members should be actively connected with local concierge associations, for they are dedicated to the training and monitoring and education of their members.
Relationship with guests: Concierge’s relationship with guests begins even prior to their arrival. Concierge needs to introduce their services and willingness to assist them with emails and phone even before their arrival. Later, being the first and last point of contact between the guest and the hotel, concierge should establish constant and careful relationship with the guests.
External relationship: External relationship of concierge determines the marketability of concierge department. Concierge should establish endless network with external service providers to the hotel. For instance they should create partnership between the hotel and travel companies to earn their official sponsorship. Similarly, concierge can serve to strengthening and creating valuable external relationships for the hotel. (Dolecki, L.A., n.d)
References:
(Dolecki, L.A., n.d. Maximizing the Relationship between the Hotel Concierge and the General Manager. chef concierge at Campton Place, a Taj Hotel, in San Francisco, California,
USA.
Madden, K., n.d. What it’s Like to Be a Hotel Concierge. Available: CareerBuilder.com
McDowell, Bryson and Ziminski, Adele (1992). “The Concierge Key to Hospitality.”
John Wiley and Sons, Inc. New York. Robert Morris University.
Mills, R., and Flanegin, F., n.d., n.d. The Golden Keys. Being Served: Concierge Services and Customer Satisfaction
R, D. G., and O’Fallen J.M., 2005. Hotel Management And Operations. Fourth Edition. John Wiley & Sons. New Jersey
KF22
But you can order it from our service and receive complete high-quality custom paper. Our service offers General essay sample that was written by professional writer. If you like one, you have an opportunity to buy a similar paper. Any of the academic papers will be written from scratch, according to all customers’ specifications, expectations and highest standards.”
