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The value of the concierge in Hotel
Transcript of The value of the concierge in Hotel
I. Traditional concierge
B) Weaknesses & Threats
II New trends in conciergerie
B) Weaknesses, Opportunities and Threats
"Hotel employee whose job is to assist guests by booking tours, making theatre and restaurant reservations, etc..."
Source : oxforddictionaries.com
Some concierge companies
Objective and explanation
Mr Antoine Guillon
Mr Andrea Scherz
Grand hotel du palais royal
5 star Hotels
Remuneration of concierge
Strengths of traditional concierge...
6 adjectives (Source: Guillon)
Human contact is the keystone of concierge service
Taylor-made service provider, beyond the walls of the hotel
Privileged knowledge and connections
The "golden keys mafia" Source Scherz
Fits the clientele's expectations : most of the guests would reject the use of technologies
Interview to Mr Guillon
In your opinion what are the weaknesses of your role?
B) the weaknesses and threats
Two main reasons :
Guests might experienced inefficient service
Lack of knowledge
Questionnaires : knowledge and efficiency
Are your clients always loyal to you?
Interview to Mr Guillon
Internal weakness : relation between GM and concierge
Role of concierge too demanding
Immediate service &
2) Education : only through dedicated network
4) Visibility on website
TRUST-SUPPORT-DISCRETION RESPECT ARE THE KEYS
... And weaknesses, opportunities and threats
New technologies in concierge
Fairmont San Francisco : Google glass
Aloft Hotel : Ipad Concierge
Four seasons Hotel Philadelphia : Zingle
Having info smoothly
Brand image of the hotel
Generation X vs generation Y
Bad for socialization
Young concierges (not their own ideas)
Lack of human contact
Demands a lot of training
According to Andrea Scherz, manager of Gstaad Palace: « I am keen on technologies but not for my hotel. »
Hyatt chain (Twitter live-chat)
Mariott Renaissance (Navigator program)
RoomConex virtual concierge aplication for hotels
=> Everything is possible everywhere
=> Problematic: Is the traditional concierge becoming obsolete?
Strengths of new trends and technologies in conciergerie...
Technology will never replace human being
Concierge as a marketing tool
Virtual concierge: a good solution for developing countries
- highest standard of service
- communication skills
New trends in conciergerie:
- changing habits
33% of our respondents : not a relevant service
Guest's website reviews