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The value of the concierge in Hotel

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jessy ch

on 20 May 2014

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Transcript of The value of the concierge in Hotel

The value of the concierge for guests
PLAN
INTRODUCTION

I. Traditional concierge
A) Strengths
B) Weaknesses & Threats

II New trends in conciergerie
A) Strengths
B) Weaknesses, Opportunities and Threats

CONCLUSION
INTRODUCTION
Definition
"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

Methodology
Mr Antoine Guillon
Mr Andrea Scherz
Interviews
Grand hotel du palais royal
Gstaad Palace
Limitations
5 star Hotels

Remuneration of concierge
Strengths of traditional concierge...
Question
Survey data

6 adjectives (Source: Guillon)
Human contact is the keystone of concierge service
Emotional intelligence
Taylor-made service provider, beyond the walls of the hotel
Strengths
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
Question
Interview to Mr Guillon
In your opinion what are the weaknesses of your role?
B) the weaknesses and threats
Survey data
Two main reasons :
Guests might experienced inefficient service
Lack of knowledge
Questionnaires : knowledge and efficiency
Are your clients always loyal to you?
Survey data
Interview to Mr Guillon
Consequence
Explanation
Internal weakness : relation between GM and concierge
Role of concierge too demanding
Immediate service &
Communicate
Recommendations
1) Communication
2) Education : only through dedicated network
3) Polyvalence
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
Opportunities
Time saving
Concierge software
Less effort
Fast service
Having info smoothly
Brand image of the hotel
Weaknesses
Generation X vs generation Y
Adaptation
Bad for socialization
Young concierges (not their own ideas)
Threats
Expensive
Lack of human contact
Demands a lot of training
Breakdown
Baptiste Guyot-Sionnest
Begüm Yurttas
Alexandra Blin
Jasmine Chami

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)




Intercontinental


Virtual concierge

RoomConex virtual concierge aplication for hotels
Definition
WHAT?
HOW?
WHEN?
WHERE?

=> Everything is possible everywhere
at anytime

Virtual concierge
=> Problematic: Is the traditional concierge becoming obsolete?

Strengths of new trends and technologies in conciergerie...
Recommendations
Technology will never replace human being

Concierge as a marketing tool

Virtual concierge: a good solution for developing countries
Conclusion
Traditional concierge:
- highest standard of service
- knowledge
- communication skills

New trends in conciergerie:
- effortless
- efficiency
- changing habits
Threats
33% of our respondents : not a relevant service
Social networks
Guest's website reviews
New technologies
Google glass
References
Interviews
Market research
www.hotelexecutive.com
Full transcript