The concierge or front desk of a hotel are the gateway to client care and retention through to protecting the brand USP (unique selling point) and image. They act as a go-between, serving the guest’s needs and providing satisfaction to the highest level.
However, it is possible that staff can easily fall short in this area so hotels from boutique to large chains should look to improve their staff’s skills by undertaking a hotel concierge training course.
The true testament to a hotel’s client or guest experience is down to every member of its staff. From the moment a guest steps foot inside the hotel to the second they depart, the way hotel staff attend your guests will affect their experience. The difference between the service at a 5* or 4* hotel is noticeable, and in a competitive industry where guests have a great deal of choice, the staff need to operate at the very highest level.
From boutique hotels through to large chains, hotel staff training is continually sought to ensure that the very highest level of service is met. But what are the skills required, and what areas can be sought to improve in order to obtain valuable client retention and return?
Life is busy. The more hours we work, the more hours we lose for doing personal administration and other important life tasks. Regardless of the lifestyle you lead, more and more people are looking to hire a part time personal assistant to help ease their admin and workload. But what are the benefits of hiring a part time personal assistant? Do you need to be a multi-millionaire to afford one? What gains will you see?
Here is our guide and industry secrets in hiring an incredible part time personal assistant and how it will change your life!
Hiring a personal assistant for your family can be a wise choice. Many families look to discover the advantages of this type of staff when life and diary management becomes all too hectic and busy! Perhaps the children have grown to an age where they need less management, or perhaps the principal(s) of the house need support with daily routines and admin for the property.
Whatever the case might be, there are multiple routes to hire a family personal assistant.
Polo & Tweed are delighted to provide access to one of the most respected trainers in the industry – Steven Ford. Steven (or Steve as he is more familiarity known to us) works with Polo & Tweed, helping to design and develop the training modules, from advice on prop buying through to implementing training.
Steven teaches group and private training sessions and is regularly booked to work with discerning clients in their property, hotels, yachts and chalets around the world.
At Polo & Tweed, we only work with the very best of trainers, and Steve’s professional career and skills are at the very highest of standards.
Polo & Tweed are delighted to provide access to one of the most respected trainers in the industry – Michal Fudali. Michal works with Polo & Tweed, helping to design and develop the training modules, from advice on prop buying through to implementing training.
Michal teaches groups and private training sessions and is regularly booked to work with discerning clients in their property, hotels, yachts and chalets around the world. Michal specialises in our group training weekends where his love of Silver Service can be witnessed.
At Polo & Tweed, we only work with the very best of trainers, and Michal’s professional career and skills are at the very highest of standards.
Management of staff is key. From every large household which employs a number of staff members through to hotels and corporate hospitality. The staff must be able to follow, lead, take direction and manage staff around them. Their level of seniority will affect the number of management responsibilities they have.
In a private home, the Butler will often undertake a senior management role. Similarly, in high-end hotels, the Butler or Head Butler will be expected to manage staff, ensuring schedules and routines are followed correctly.
So what options are out there for Butlers or those in the hospitality industry looking to obtain a Staff Management certificate?
The concierge department of any hotel plays a valued and important role in guest and client satisfaction. In smaller hotels, the front of house can combine the role with the concierge, and in larger hotels, they are separate roles. If a hotel offers private Butler service, then the Butler may undertake the role of concierge services on a personal and private level for each guest.
As a Butler, when looking for Concierge training, what options are out there and what can one expect?
The first interaction the guest has with the hotel or domestic property is the front of house. The way the guest is greeted and the manner they are welcomed into the property or venue, and the experience they have within those first few seconds and minutes, is key to providing a lasting and high-end experience.
People make their first impression within 2 to 3 seconds. From what they see, hear, smell and experience, this instant impression will flavour the experience to come. It is vital that the right and best impression is made straight away.
So what options exist for Butlers or those in the hospitality industry looking to obtain a Front of House certificate?
Etiquette is a fundamental skill, both theoretically and practically, that any discerning Butler must obtain in order to progress in his or her career. A human being makes a first impression within a few seconds of seeing, meeting or entering a location, so the way a Butler interacts and presents themselves to the highest level of precision is key to their craft.
Etiquette is not just reserved for the service industry, from CEOs through to Headmasters, from politicians through to air host(esses), the etiquette and interaction of yourself between the client is hugely important. An experience can be destroyed by incorrect etiquette, and even worse, you can seriously insult someone. So it is vital that you know your etiquette!
So what options exist for Butlers or those in the hospitality industry looking to obtain an Etiquette certificate?