For The guest experience manager
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
White-glove, personalized customer service is the future of the customer experience.
From medical emergencies to domestic abuse, concierges are increasingly being put in positions that require more than just service skills.
Some hotels are elevating their overnight staff with training, tools, and autonomy to turn quiet hours into brand-building moments.
Independent hotels across the U.S. can enhance guest experiences, expand local networks, and increase bookings by partnering with regional concierge associations.
So what does “five-star” really mean? Flying reminded me it’s less about amenities and more about attention.
Concierges that attain Les Clefs d’Or membership are highly respected in the hotel industry.
Providing white-glove service sets your brand apart from competitors by offering an exceptional guest experience.
You should be ready for your guests, wherever they’re visiting from.
Who says concierge duties must stop with booking transportation, tours and dinner or entertainment arrangements? Not these hotels and resorts.
Your brand can gain customer loyalty by offering concierge-level customer service — even if you’re not in the hotel or hospitality industry.