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.
What Elements are Key with Concierge and Front of House?
The guest will regularly interact with the concierge and front of house. From checking in, reservations and event bookings, through to dealing with specific requests and complaints. The manner, approach and interaction is key to providing the highest level of care and client retention. Some key factors to consider are:
- Cultural Understanding
- Personal Hygiene
- Body Language
- Finishing Touches
- Team Work
- Problem Solving
What are the Benefits of a Hotel Concierge Training Course?
Every hotel will face different challenges, and training can be devised to target any areas where the staff might need improving. Perhaps the team need to have a more unified approach when dealing with client complaints, or a deeper cultural understanding is required due to specific guest cultures. Regardless of the area of improvement, a hotel concierge training course can help optimise teamwork and team satisfaction.
Hotels can sometimes face a high turnover in staff, and this can be down to simple communication or teamwork issues. By tackling these issues head on, and investing in the team, a hotel can enjoy seeing the happiness factor improve in its staff. A happy team will result in happy guests, and in turn, happy shareholders!A happy hotel team will result in happy guests, and in turn, happy shareholders! Click To Tweet
A hotel concierge training course can not only improve the staff’s skills but in turn, can lead to increased revenue and turnover.
How can a Hotel Concierge Training Course be Delivered to the Client?
Every client is unique, and our training team will discuss the nature of the areas of needed improvement. This includes what the client hopes to achieve, and any problem areas which need tackling. The hotel management may have already identified the issues, and at other times it can be harder to pinpoint. This is where we come in.
Once a booking is arranged we can create unique and tailor-made packages to suit the needs of the hotel. From pre-arranged day(s) training, where the client is clear on the areas of improvement, through to observation days (secret detective style approach) where our trainer goes undercover to understand what needs to be improved, and then a plan of action is devised. At other times, we have concierge and front of desk staff looking to work on a private one-to-one basis, in order to improve their personal skills to give them better opportunities for recruitment into new positions.
Discuss your Needs
We’d love to hear from you in order to help discuss your needs and see how best our hotel concierge training course team can help you and your team. Why not get in touch with us and one of our training consultants will be in touch to discuss the next steps.