Quels sont les services de conciergerie les plus efficaces pour les hautes saisons ou les événements ?

Mastering pre-arrival communication is like setting the stage for a top-notch performance. It's about creating that anticipation, ensuring guests know you've got their back, and setting the tone for a stellar experience. Here's to the smooth prelude, making peak seasons and events feel like a well-orchestrated symphony of hospitality!

Pre-arrival communication from hotels to guests serves several important purposes 1. Enhanced Guest Experience: It allows hotels to gather information about guest preferences and special requests, ensuring a personalized and seamless experience upon arrival. 2. Efficient Check-In: Providing details such as check-in time and procedures streamlines the arrival process, reducing wait times and enhancing overall efficiency 3. Concierge Services: Guests may have specific needs or requests, and pre-arrival communication enables the hotel to offer concierge services tailored to individual preferences. Offering recommendations for local attractions and dining helps guests plan their itinerary, ensuring they make the most of their visit to the area

In my career exposure to Concierge services, I have seen exemplary contribution of Airport Representatives in going above and beyond the regular call of duty to delight as well as provide solutions to unique guest challenges. From locating the lost passport to receiving old age travellers without guidance, they always aspire newer ways to set benchmarks and win our hearts by delivering True Hospitality. Their networking skills with multiple airport stakeholders - airlines, vendors and authorities is worth learning from.

Pre-arrival communication and Training & Motivation are the most effective options. The team gets ready and can anticipate the challenges.

Pre arrival surveys are good and effective if personal touch is added. Email and text are usually not reverted, a personal call with few crisp questions is the best bet.

As plataformas digitais de concierge oferecem uma solução eficaz para aprimorar os serviços durante períodos movimentados, permitindo que os hóspedes acessem facilmente serviços como reservas, solicitações de quarto e interações com a equipe. Essa abordagem promove eficiência, conveniência e personalização, ao mesmo tempo em que reduz custos, erros e reclamações. Essas plataformas se destacam como uma resposta adaptativa às expectativas contemporâneas, proporcionando uma experiência mais fluida e satisfatória para os clientes.

Virtual Concierge is a tool designed to cater to the hospitality sector with personalized guest services and automation of numerous tasks. It offers capabilities that can enhance guest experiences, making it ideal for operations focused on high levels of personalization.

Digital concierge apps are here to stay. Hoteliers must get themselves familiar with AI tools available and take advantage of this technology. Leveraging what you have to offer as amenities or partnerships prior to the guest arrival is key to set the tone for a successful experience.

A digital concierge platform could bring more value to the team and customers. For example, if the concierge could partner with or have a tracking system software, then the concierge could track their driver, who picks up their guest from the airport to the hotel, instantly and be ready to welcome guests by preparing a cold towel, a welcome drink, and standby A/C in the room in advance. When a guest enters their room, they will feel comfortable and experience a great welcome.

It really is amazing but here we are in the digital age of communication, and it's growing. More importantly guests are driving the need in such a way hospitality - hotels in particular must have/develop/utilize applications to meet the need. It's more than simple chat however. Today's hospitality warrior must know how to convey through electronic media: genuine interest, compassion, and a range of emotions once reserved for in person guest experiences, in the fewest amount of characters. 'On the go' communication that still meets the burden of proof emotionally while being on point.

I've found helpful for effective concierge services during peak seasons or events is forming partnerships and collaborations with local businesses. This expands service offerings and enhances the overall guest experience. For example, a hotel partnering with local tour operators during peak seasons enhanced guest experiences and streamlined services.

Dedicated event planning, VIP access to venues, priority reservations, transportation coordination, and customised support to fulfil unique guest demands are some of the efficient concierge services during busy event seasons. Of course! Apart from the aforementioned services, leading concierge providers frequently give exceptional experiences like customised itineraries, private tours, and access to events that are sold out. They are also excellent at handling last-minute requests, obtaining first-rate lodging, and setting up easy ways for clients to communicate.

Use your shoulder and off seasons to collaborate effectively and carefully. Test the services of your partners for quality and you align on certain aspects. Pre-book services or reserve slots for the season ahead so there are no delays once requests come in. You're only as good as your team around you and that includes chosen partners. Build these relationships and the benefits which come with, to allow your guests to take advantage when the time comes.

Networking with the local community IRL and via social media always elicits stunning results. One time, I arranged a scavenger hunt for a guest, connecting several restaurants and shops, who each offered a delightful experience to the guest. Another time, a guest wanted local hops on a Sunday, and everywhere was closed. I sent out a message via social media, and a local woman just so happened to buy extra the day before. Being able to connect these two provided a priceless experience. Community is the key to success. Guests arrive at your hotel to visit the community, not your specific hotel. So, give them an experience in the community that they could only receive from your specific concierge service at your specific hotel.

✅Push Notifications:** - Implement push notifications to keep guests informed about special offers, events, or personalized recommendations. This direct communication channel enhances guest engagement and satisfaction. ✅Real-time Updates - Ensure that the concierge app receives real-time updates from business partners. This is crucial for providing accurate and up-to-date information on services, availability, or any changes that may affect the guest experience.

In my experience, an effective CRM is vital for any Concierge team, whether during peak season or events season. Programs like MS Shift help us to log all guest requests in an efficient and timely manner, communicate with guests directly via text/WhatsApp/email through the program, and share with them their completed itineraries, and even tickets. We can also track all of their preferences, likes/dislikes, dietary concerns, and all their previous history with us.

Feedback is one of the most important things any business or individual can receive from others. It helps to give a worldview on specific issues or tasks that can only help you to learn and grow. I always ask my team and coworkers for feedback on any project I work on so I can understand what worked as well as what didn't work so that I can be better for the next one.

Feedback and follow up is an important tool to measure the services rendered to guests and insights on how to improve. The information shared builds the guest satisfaction score as they know they are valued in the establishment which in turn creates satisfied guests and return business through customer loyalty.

Feedback and follow ups are part of the post staying stage of guests. It helps you to increase the guest satisfaction index of your organization. Besides being a measuring tool of hotel performance, it gives you a reason to stay in touch with guests after their stay and build loyalty.After all, returning guests cost less than new ones. Follow-up takes various forms: • Satisfaction survey • Freebie at guest check out • an email checking in on guests experience at your hotel.

Blunt and straightforward Feedback helps to improve and strong follow ups help to achieve excellent feedback. Be open to each with a high positive attitude.

We still have to go miles ahead in training and motivation of staff. Hospitality industry staff is the least paid all across the globe especially in South east Asian countries and Indian sub continent The working hours are erratic and we are not attracting the best talent after covid. Staff cuts and wage reduction which took place during covid still exists after post covid and have we have not reached the pre covid staffing level still in many organizations which is disappointing

Treinamento e motivação são dois elementos muito importantes no serviço de Concierge e em todas as equipas de hospitalidade . Com estas duas características contribuímos para um excelente acolhimento, seremos os conselheiros , e fazemos tudo o que está e não está ao nosso alcance para que o hóspede se sinta em casa e em família !

The most successful concierge service would be when the team handles the queries and requests most effectively and this is possible with the efficient and precise training. Usually organisations forget the basics and focus on the larger picture, if the basics are accounted for, even the most complex service can be managed efficiently. Following the core principle of OAR-E; wherein Ownership, Accountability, Responsibility amongst team members leads to Empowerment and leads a successfully managed service.

Training and motivating staff are crucial elements in ensuring the success of concierge services during peak seasons or events. Equipping them with the necessary skills and knowledge, along with fostering a positive and empowered work environment, enhances their ability to provide excellent service and handle challenging situations effectively. Staff engagement, recognition, and continuous improvement contribute significantly to the overall success of concierge operations.

Treinar e motivar a equipe de concierge é essencial para impulsionar os serviços em períodos de alta demanda ou eventos. O treinamento abrange habilidades específicas, como lidar com situações críticas e utilizar plataformas digitais. Motivar a equipe, reconhecendo conquistas e proporcionando autonomia, contribui para o engajamento, retenção e produtividade, resultando em um serviço de alta qualidade e desempenho global aprimorado.

The thing which is most important in this world is how to stand apart from others and make sure to get noticed. Having said that I have personally started an innovative step of having a magic box or odd items box at the concierge including a pair of shaving kit, Dental kit, sewing kit, lotions, safety pins, slippers etc; which saved lot of time and manning to fetch these items from House keeping or a runner to come to you. This was very effective and appreciated by the guests.

Every interaction you have will be different. It is important to be in the moment with each guest so that you are able to come up with a solution that will be tailored to their needs. Helping them with their specific needs instead of a generic answer or solution, will give that extra level of service that will help you stand out above others.

Concierge services that prioritize innovation and creativity during peak seasons or events often stand out. Consider services like Velocity Black, which blends cutting-edge technology with personalized experiences. Another example is Bluefish, known for crafting unique and inventive experiences. Opting for services that leverage technology and think outside the box can enhance your experience during busy and high-demand periods.

24/7 concierge service and 1 must be always in the counter. 2. Try to include the room rate with airport services in.order to estimate the no of vehicle or van needed. This will help

Door man and vallet services availability, key, ready to help guest parking cars, helping bellmen move guest luggage, directing anticpated traffic to ensure free entrance - this comes with planing and communication expecially at peak periods

Training and digitalizations stand out here! Having digitalized system could improve and make the productivity of the team to another level. Training them and setting and preparing them to possible challenges could be highlight led as well.

The importance of tourism education is increasing day by day. The service sector should not be digitalized too much. The service makes you happy when it is done one-on-one. The tourism sector should keep service first.

Inclusion Effectively communicating with guest arrivals via activity calendars, menu specialties and nearby events of interest. Importantly ask the guest what would be of extended interest to them!

I suggest dedicated Airport and City transfers. Peak periods tend to have a rise in unavailability of personalized services. So getting a standby transportation service is one of the many ways that will ensure a seamless experience for guests. Most especially for guests who are not familiar with the terrain. Ensuring it is also a secure and vetted transport service will put the client or guest at ease.

It‘s crucial to evaluate digital platforms deeply before choosing silo solutions for on-site processes. Guest communication solutions and on site booking engines to support not only the concierge team, but also all guest facing staff members, should all come from one single source of content platform. Stop creating more work through digitalization and implement smart solutions.