Tag Archives: concierge

Creating Service Athletes – The Golden Rewards of Cross-Training

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Olympic athletes train across disciplines to perform at their peak. Hospitality teams can apply the same mindset by cross-training employees to step in where service is needed most. As the year 2004 approached and the Olympic Games prepared to return to their historic birthplace in Greece, athletes around the world trained for the opportunity to be the best in their sport. Competition inspires these athletes to excel in every aspect of their preparation, and those who succeed earn gold, silver, ...

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Imperial Hotel Management College: A Concierge Career

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A Concierge Career: What it takes to be the keeper of the keys Imperial Hotel Management College

The successful concierge Roberta K. Nedry, president of Hospitality Excellence, Inc., which promotes service excellence through guest experience management and develops specific programs to enhance guest and customer service, offers these criteria for becoming a successful concierge:

A willingness and passion to serve. An excellent background in guest or customer service. Good grooming and good per...

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Ladies First: Women Leaders Transform the Concierge Profession

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First ladies have long shaped public life. Figures such as Michelle Obama and Hillary Clinton have used their roles to influence social issues, change perceptions, and demonstrate new models of leadership. Across the world, women such as Germany’s Angela Merkel, Argentina’s Cristina Fernández de Kirchner, and Jamaica’s Portia Simpson Miller have shown how female leadership can shape national conversations and global influence. That same momentum is appearing in hospitality. Within the prestigiou...

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The Concierge Gave Me the Finger and I Loved It

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What to my wondering eyes should appear, but a giant embedded computer screen across which the concierge and I could peer. During these times of so many technology innovations, some of which can be confusing, detached, and frustrating in hospitality environments, I was astounded by a whole new look and feel at the InterContinental Miami concierge desk. A smooth, uncluttered, streamlined desk with a gigantic computer screen embedded into the table stood before me. Chef Concierge Eduardo Rosello s...

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