Define Concierge Services

Hotels typically offer concierge services.

Establishments that offer concierge services assign an employee to maintain the satisfaction and enjoyment of the customers, and to cater to the customers' needs. Such services are most commonly offered by hotels, upscale apartments or vacation resorts. The concierge is usually on a first-name basis with the guests and works to ensure that all their needs are met.

Types

There are different types of concierge services. Establishments may offer one-on-one services or may accommodate all of the guests in a hotel or resort setting. In a one-on-one assignment, the concierge caters to an individual or group. The concierge's job is to monitor the customer's satisfaction, check in luggage and find out why the customer is visiting. The concierge will remain available for the person or group for the entire stay and may even be on call if the individual or group has an immediate need.

Function

A concierge may run errands or place phone calls for the customer. These responsibilities can include making dinner reservations, calling a taxi or limousine for the customer or bringing special items to the room that the establishment does not traditionally provide. In some cases the concierge may have a special relationship with the staff at nearby businesses or tourism companies. The concierge may provide guidance to the customer, based on her interests, to help her enjoy her stay.

Effects

Concierge services can boost the rating of a hotel, resort or even an apartment building. These services can have an impact on referrals, customer feedback and repeat business, and may serve to bring in customers of a certain status and income level. An establishment's reputation for superior concierge services may attract celebrity clients; however, these services can also make the average customer feel special and important during his stay.

Misconceptions

Concierge services are a special addition to a hotel or resort. These services typically are not available at low-rated accommodations or discount hotels. It is not the concierge's job to perform cleaning or cooking duties, or to endure abusive language or treatment from guests. While it is not mandatory to tip the concierge, tipping can help gain additional services, develop a deeper level of trust and give the concierge an incentive for providing exceptional service to the customer.

Benefits

There are many benefits to concierge services. If a customer is in a strange place and knows little about the culture or best places to go, a concierge can give her extensive details about the location and point her in the right direction. The concierge can also warn the customer of potential dangers and steer her away from poorly rated places. This can help maintain the safety and increase the knowledge of the customer for future visits.

References

• National Concierge Association
• ConciergeNeeded
• HotelMarketing

Resources

• Concierge Magazine