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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Recent Comments
What happens when u dont have a meeting place any more. And u was forced out because the buliding wasnt available any more.
 
— Debra
 
If someone wants entertainment they're going to the wrong place. Church is not a place for entertainment...or in my opinion a barrage of coffee and donuts. Why are churches today bringing the world INTO them? Then there's the thing with children...age appropriate??? These little guys can pick stuff up in service. Besides Jesus said Suffer little children, and forbid them not, to come unto me: for of such is the kingdom of heaven. Mt. 19:14.
 
— Laurie
 
I love the intentionality here as well as the challenge to look at the data. That's missing so many times. I would like to offer a contrarian's take. Church members and regular attenders have so many ways to get information: Announcements, bulletins, social channels, relationships, and email being among the options. But brand new people are likely going to check out the website and that's it. It might be wiser for churches with limited time and resources to focus their website almost exclusively to guests. This group of people isn't looking for a calendar of events but wants to know about regular programs. They probably aren't interested in watching all of the messages but instead may want to preview one of the services. For the times we need church members to go to websites (sign up for camp, join a group, etc), we're probably better off designing and promoting a specific page rather than cluttering up the homepage.
 
— Michael Lukaszewski (@mlukaszewski)
 

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