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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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); ?> I like it Mac and do agree with your opinions on the matter. Thanks much
 
— winston
 
comment_post_ID); ?> In this era, we have the opportunity of professional church staff today who utilize their gifting to shape the image and atmosphere of the church organization. But the 100% real impact on the church visitors is genuine evidence of changed lives by the gospel and the active growing discipleship (just as it was in the first century church). One demonstration is financially rich believers ministering equally together with poor believers (how odd, and incredibly miraculous; all humble and bow at the foot of the cross.). It is the awesome contrast of church members vocations, race, gender, age, maturity, gifting, humility that demonstrates to visitors "there is a Spirit in the place". That first-time guest list of 10 are "physical excuses", not spiritual excuses. Those don't tell the story. The condition of facilities and publicly greeting people have zero to do with it. The power of God in and through believers lives dedicated to impact other people with their relationship bridge-building of acceptance of the lost around them. Empowered believers are infectious, loving, helpful, giving, self-less, dynamic, compelling, bold, Christ-filled. As I have been in many church settings domestically and internationally, the facilities can be poor, and yet the fellowship can still be rich. We need to operate with first church humility. People come to Christ on His terms, not on our human abilities of hospitality. A huge catastrophe in a community, disaster relief brings lots of people into churches – many come to the church in those terrible conditions no matter the physical condition of the local church. Off the condition of facility, and onto the condition of God's people (living stones).... and everything else will grow.... and the other physical issues will be corrected by the staff.
 
— Russ Wright
 
comment_post_ID); ?> "While I understand the intent behind this phrase" Expound please. What do you understand to be the intent behind that phrase?
 
— Ken
 

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