4 Lessons Your Hospitality Teams Can Learn from a Hotel Concierge

A remarkable hotel concierge has an insatiable appetite to serve guests with professionalism and to deliver personalization through what can often be perceived as monotonous tasks.

Have you experienced the attentiveness and gracious care from a hotel concierge? They have an intuitive nature to know what you need and how to make things happen while balancing ten other things at the same time.

“It gives me peace to know the people around me have nothing to worry about.”

— Concierge at Four Seasons Hotel in Istanbul

After learning from Julien TanguyHolly Stiel, and Marjorie Silverman, all of whom are concierge phenoms, I identified four lessons applicable to those leading hospitality teams and designing environments for guests. A remarkable concierge possesses:

1. Attributes – They have specific elements that lend toward being remarkable. Some of these elements include:

  • Approachability
  • Calmness
  • Perseverance
  • Creativity
  • Charisma
  • Competence
  • Generosity
  • Confidence
  • Resourcefulness
  • Humility
  • Passion
  • Courteousness
  • Strong memory

2. Commitment – They maintain a positive attitude and take it personally while getting the job done for each guest. They are in it to win whatever it is for the guest.

“Recognize what your guests want and need most and what your organization or church does best. Put concentration on where those two intersect.”

3. Capacity – They wear many hats and still deliver a personal and remarkable experience for each guest. You feel like they are taking care of just you when they are really taking care of a number of people.

4. Intuition – They perform a type of triage for the guest. They are able to sense what is needed, how to respond, and then figure out how to get it done. Quickly.

“If you’re not serving the guest, your job is to be serving someone who is.”

— Jan Carlzon

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Learn more about training your teams at Auxano’s Guest Experience Boot Camp in Detroit, MI on August 14-15. Find out more here.

 

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ABOUT THE AUTHOR

Jason Young

Jason Young

I love growing leaders, building volunteer teams, designing guest experiences and being strategic about how they intersect. I am the Director of Guest Services for North Point Ministries. You can also find me helping organizations and churches. I have worked with Ford, LifeChurch.tv, LifeWay, Growing Leaders, PossibleNOW, The Fellowship, WinShape, Loganville Christian Academy, First Baptist Church Woodstock, Chick-fil-A, Catalyst and others. I have fun reading, watching movies, hiking, and visiting Disney World. I live in Atlanta, GA.

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comment_post_ID); ?> Are there any reliable statistics about the percentage of church plants that fail after 3 years in the US?
 
— Jon Moore
 
comment_post_ID); ?> I am a senior citizen who has lived in many areas of the US, the farthest south being Virginia DC area. There are several church plants in the area--some failed, some doing well. One of the sadist failures was a plant in NW Washington near a large Presbyterian Church (I had been an elder in the church, so I knew the area) where changes in church doctrine was driving many away from the PCUSA churches. There were many mature Christians who lived in the area who were very willing to participate and give generously to the church. Its failure was a loss. The pastor and his wife lived in a VA suburb, wanted something that would appeal to their tastes, which included "praise music". There was a professional piano teacher and several people who had sung in choirs in the area. Their suggestions were completely ignored. Forget that there was joyous participation in singing hymns and silence by many for the praise music. The experienced church leaders that were attending were expected to seek the wisdom of the pastor who did not live in the area rather than have any role in leadership. There is another church plant in Northern Virginia that seems to be going the same way. My take: the pastors should get past their high-school and college days culture and get to know and appreciate the people of the community. Do not try to reproduce Intervarsity or Campus Crusade. Hymns are not a sin and "uneducated" (never graduated from college) should not be ignored as uninformed or stupid. People who have served in and/or live in the area are needed in leadership and not just to serve coffee and give. We all need to pray together and serve God in the community in which there is to be a plant. Glenna Hendricks
 
— Glenna Hendricks
 
comment_post_ID); ?> I like it Mac and do agree with your opinions on the matter. Thanks much
 
— winston
 

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