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Concierge Development Program2016
Are you a CONCIERGE ???
Les Clefs d’Or » The Origin of the title: ‘Concierge’
The Conciergerie, Paris
The origin of the title: ‘Concierge’ dates back to the time of ancient caravanstations in the deserts of North Africa and Mesopotamia.
Leading through to Medieval times the Kingdoms of Western Europe beganconstructing castles and palaces for their aristocracy. During this period anemployed attendant called ‘Comte des Cierges’ or ‘Keeper of the Candles’appeared. This attendant was charged with caring for visiting nobles.
Post the Medieval age many European palaces were transformed intohotels. The palace attendant from the previous era remained and becameknown as the ‘Concierge’, or ‘Keeper of the Keys’.
Built in Fourteenth Century Paris, ‘The Conciergerie’ is a former royal palace.When the royals moved out at the end of the century the palace laterserved as a prison. The warden of The Conciergerie and the key figure wholiterally held the keys was called the ‘Concierge’.
The hotel porter or doorman became the focal point of guest relations and customer service at many luxury hotels. It was during this time that the role of the Concierge was created in the Grande Dame hotels of Paris and Western Europe. This was the first time a role had been specifically created to assist guests with their requirements in unfamiliar cities. The Concierge quickly became a popular and essential service in luxury hotels.
19th Century travel and tourismflourished in Europe; railroad expansion and steamship travel dramatically increased the amount of travel throughout Europe. In response, a large number of hotels were built to accommodate this newly created demand for lodging.
In 1919, three friends from Switzerland left their mountain village to work in the grand hotels of London. Mr. Meyer became the Chef Concierge of London’s Grosvenor House and Mr. Clivaz went to the Cumberland. Mr. Ferdinand Gillet, however, when arriving in Paris, decided to stay and eventually became Chef Concierge of Hotel Scribe.
Les Clefs d’Or » The Early Years
October 26, 1929Les Clefs d’Or was created when 11 Parisian hotel concierges gathered together for an official ceremony at the Noel Peters Restaurant.
November 27, 1929The new association was ratified at the first ever General Assembly, with more than 75 delegates present. Mr. Pierre Quentin was elected the first President of Les Clefs d’Or, a post he held for three years.
1935 Mr. Ferdinand Gillet was elected Vice President. While in office, he organized a special meeting in La Touquet for French and British Concierges to gather together in a convenient location. He continued to organize this annually until 1940.
Les Clefs d’Or » The Early Years
1936 The headquarters of Les Clefs d’Ormoved to its present location at 12 rueCambon in Paris.
During his presidency, Ferdinand Gillet travelled extensively throughout Europe to seekand find other hotel Concierges. After much communication and several smallermeetings, he finally gathered the first six member sections on the historic date of April25, 1952, at The Carlton Hotel in Cannes, which was, in theory, the birth of UnionInternationale des Concierges d'Hôtels «Les Clefs d'Or,» the international network as weknow it today, and the very first international Congress. Present were France, Italy,Switzerland, Germany, Great Britain, and Ireland. Belgium and Denmark were observingcountries, and Spain was an invited guest.
Les Clefs d’Or » The Early Years
On August 27, 1940, the president ofLes Clefs d’Or, Mr. Francois Dechaume,was arrested by the Germans and sentto prison until 1941. In his absence,Vice President Ferdinand Gillet tookover his duties and was eventuallyofficially elected President.
April 25, 1952
Les Clefs d’Or » The Early Years
The Carlton
Hotel, Cannes
Our ValuesFriendship.Share the pleasure of meeting each other. Enrich each other bysharing experiences and enthusiasm. The union of our fraternityextends beyond all borders.
The Guest – First and Before All.Be devoted to creating a positive experience for your guests. Satisfythem, and they will return and bring others.
Solidarity and Mutual Help.Les Clefs d’Or is only as strong as its weakest links. Always beavailable and offer assistance.
Respect.“I say, I do, and I do until the end.” Be honest in all circumstances.
Quest for Excellence.“I want constantly to progress. I seek the exceptional in everything Ido.”
Discretion.“I see, I hear, I know … and I remain silent.”
Leadership by Example.“I demand more of myself than others expect from me.” Lead byexample. Actions are worth a thousand words. 10
Nos ValeursL’Amitié.Partager le plaisir de se retrouver, s’enrichir ensemble de chaqueexpérience, dans l’enthousiasme d’une même union confraternelle au-delà de toute frontière.
Le Client d’abord et avant tout.Je fais tout pour que les clients soient tellement satisfaits de la re-lation,qu’ils reviennent et incitent d’autres à venir.
La Solidarité et l’Entraide.La chaîne des Clefs d’Or est aussi forte que le plus faible de ses maillons.Se rendre disponible et apporter son aide.
Le Respect des engagements.Respect de la parole donnée: je dis, je fais et je fais jusqu’au bout. Etrehonnête en toute circon-stance.
La Recherche de ‘Excellence.J’ai la volonté de toujours progresser. Je recherché l’exceptionnel danstout ce que j’entre-prends.
La Discrétion et la Réserve.Je vois, j’entends ou je sais … et je me tais.
L’Exemplarité.1 gramme d’exemple vaut 1 tonne de discours. J’exige de moi-même plus
que ce que les autres attendant de moi.
In 1970 in St. Moritz, with theaddition of Morocco and Israel,UEPGH Les Clefs d’Or (UnionEuropéenne des Portiers des GrandsHôtels "Les Clefs d'Or") changed itsname to UIPGH Les Clefs d’Or(Union Internationale des Portiersdes Grands Hôtels "Les Clefs d'Or")to accommodate the organization asit began to grow outside of Europe.
Les Clefs d’Or » Chronology
In 1976, Canada was admittedas the 18th member sectionand the first country that tookUIPGH Les Clefs d’Or to thenext continent. In 1978, theUSA was accepted and broughtwith it the first femaleconcierge – Ms. Holly Stielfrom San Francisco.
In 1981, Australia was accepted,and this paved the way for Asia tojoin the UIPGH Les Clefs d’Orfamily. Soon after, Hong Kongbecame a section (in 1985).
In 1998, the organization officiallybecame UICH (Union Internationaledes Concierges d'Hôtels "Les Clefsd'Or") to emphasize the wordconcierge and to further reinforce thatthe organization is an association ofhotel concierges.
1952 - 1968: F. Gillet (France)1968 - 1969: T. Godde (Germany)1969 - 1972: O. Wirth (Switzerland)1972 - 1974: R. Burdeyron (Great Britain)1974 - 1976: A. Molero (Spain)1967 - 1978: J. Gillet (France)1978 - 1982: S. Giarola (Italy)1982 - 1984: A. Schneider (Austria)1985 - 1986: J.M. Bautista (Spain)1986 - 1988: A. Ostertag (Switzerland)1988 - 1991: A. Damonte (Great Britain)1991 - 1993: W. Freytag (Germany)1993 - 1995: A. Lodigiani (Italy)1995 - 1997: T. Facciolo OAM (Australia)1997 - 1999: A. Gunst (Hungary)1999 - 2001: M. Silverman (USA)2001 - 2003: A. Giacomello (Switzerland)2003 - 2005: J.C. Elgaire (France)2005 - 2007: D. O’Brien (Ireland)2007 - 2009: R. Bastoni (France)2009 - 2011: R. Watson (USA)2011 - 2013: V. Casale (Canada)2013 - E. Vrettos (Hellas)
History of Presidents1952: France
SwitzerlandGermanyGreat BritainItalyIrelandBelgiumDenmarkSpain
1957: AustriaSweden (inactive)Norway
1964: Morocco1965: Hellas1970: Israel1972: Portugal1976: Canada1978: USA1980: Finland1981: Australia1985: Hong Kong
History of Sections
1986: Singapore1988: Luxembourg1990: Romania1991: Czech Republic1992: Brazil1993: Philippines1994: New Zealand1996: Mexico
China1997: Japan
Malaysia2001: Russia2003: Taiwan
Turkey2005: Thailand2006: Korea2008: Argentina2010: UAE2011: India2012: Poland2014: Qatar
Macau
Les Clefs d’Or » History
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Jean-Roland BoutilléTreasurerChef ConciergeHotel Bel Ami, Paris
Les Clefs d’Or » 2013 Executive Committee
Colin ToomeyFirst Vice PresidentChief ConciergeShangri-La Hotel, Sydney
Simon ThomasSecond Vice PresidentChef ConciergeBrowns Hotel, London
Roderick LevéjacThird Vice PresidentChef ConciergeFour Seasons George V, Paris
Michael RomeiGeneral SecretaryChef ConciergeWaldorf Towers, New York
Emmanuel VrettosInternational PresidentChef ConciergeHotel Mistral, Piraeus (Hellas)
Dominique GuidettiFrench Representativeof International President
Chef ConciergePark Hyatt Vendome, Paris
Virginia CasalePast PresidentConciergeHotel Sofitel, Montreal
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Les Clefs d’Or » Conseil des Sages
Comité des Sages
Adolf SCHNEIDER (Austria)Past President 1982-1984Président d'Honneur
José-Maria BAUTISTA (Spain)Past President 1984-1986Président d'Honneur
Albert OSTERTAG (Switzerland)Past President 1986-1988Président d'Honneur
Walter FREYTAG (Germany)Past President 1991-1993Président d'Honneur
Aldo GIACOMELLO (Switzerland)Past President 2001-2003Président d'HonneurLes Clefs d’Or Goodwill Ambassador
Denis T. C. O'BRIEN (Ireland)Past President 2005-2007Président d'Honneur
Roger BASTONI (France)Past President 2007-2009Président d'Honneur
Robert WATSON (USA)Past President 2009 - 2011Président d'Honneur
Marjorie SILVERMAN (USA)Past President 2003-2005Président d'Honneur
Andy PONGCO (Philippines)Président d'Honneur (deceased)
Cav. Tony FACCIOLO OAM (Australia)Past President 1995 - 1997Président d'HonneurAmbassadeur à Vie (deceased)
Jean GILLET (France)Past President 1976 - 1977Président d'HonneurGrand Conseiller à Vie (deceased)
André DAMONTE (Great Britain)Past President 1988 - 1991Président d'Honneur (deceased)
Argentina
Australia
Austria
Belgium
Brazil
Canada
China
Chinese Taipei
Czech Republic
Denmark
Finland
France
Germany
Great Britain
Greece
Holland
Hong Kong
Hungary
India
Ireland
Israel
Italy
Japan
Korea
Luxembourg
Malaysia
Mexico
Morocco
New Zealand
Norway
Philippines
Poland
Portugal
Romania
Russia
Singapore
Spain
Sweden
Switzerland
Thailand
Turkey
UAE
USA
Les Clefs d’Or » Member Countries and Affiliated Countries*
*Country: Affiliated to:Algiers France
Bermuda Great Britain
Cambodia Singapore
Chile Argentina
Colombia Mexico
Cyprus Hellas
Estonia Finland
Ethiopia France
Indonesia Singapore
Jersey France
Jordan Hellas
Macau Hong Kong
Mauritius France
Peru Argentina
Polynesia France
South Africa France / Great Britain
St. Barthelemy France
Senegal France
Seychelles France
Sweden Finland
Uruguay Argentina
Vietnam Singapore
1951: Sierres*1952: Cannes1953: San Remo1954: Munich1955: Marrakesh/Paris1956: Montreux1957: Dublin1958: Brussels/Berlin1959: London/Lourdes1960: Amsterdam1961: Vienna1962: Copenhagen1963: Nice1964: Tangier/Casablanca1965: Madrid1966: Geneva1967: Athens1968: Brussels1970: St. Moritz1971: Dublin1972: Palma de Mallorca
1994: Sydney1995: Jerusalem1996: Rome1997: Budapest1998: Prague1999: Guangzhou2000: Brussels2001: Athens2002: Biarritz2003: Tangier/Fes2005: Manila2006: Washington DC2007: Vienna2008: Copenhagen2009: Hangzhou2010: Lisbon2011: Toronto2012: London2013: Queenstown2014: Kuala Lumpur2015 : Argentina2016 : Dubai
Les Clefs d’Or » Congresses
Chronology of Les Clefs d'Or International Congress Host Cities
1973: Munich1974: Tel Aviv1975: London1976: Lisbon1977: Copenhagen1978: Vienna1979: Rome1980: Monte Carlo1981: Dublin1982: Barcelona1983: Funchal/Madeira1984: Munich1985: Sorrento1986: Tel Aviv1986: Washington DC1988: Budapest1989: Paris1990: Gothenburg1991: Costa del Sol1992: Tangier/Casablanca1993: Singapore
Future Congresses:2017: Berlin
*Prior to the formation of UEPGH
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The Andy Pongco Award
Les Clefs d’Or » Andy Pongco Award
Mr Andy Pongco (24 Oct 1948 to 26 Feb 2007)
Past Winners
• 2008 Tony Chang (Chinese Taipei)Sponsored by American Express
• 2009 Christophe Caron (France)Sponsored by Elite Rent-a-Car
• 2010 Benjamin Malpass (Great Britain)Sponsored by Gold Key Solutions
• 2011 Anabella Peling (Argentina)Sponsored by Lucien Barrière
• 2012 Matthew Wu (Canada)Sponsored by Concierge Organizer
• 2013 Anna Endrihovskaia (Russia)Sponsored by GoConcierge
History of the Award
The award was created in 2008 as a way to honour the memory of Andy Pongco(InterContinental Manila), whose passion was to mentor young concierges. Mr.Pongco was a founding member of the Philippine section and a member of LesClefs d’Or since 1993. He was elected to the UICH Les Clefs d’Or ExecutiveCommittee as Third Vice President in 2001 (Brussels Congress) and served untilhis death. Sadly, cancer took Mr. Pongco in early 2007 at the age of 59. At theVienna Congress in 2007, he received a post-humous international honorarydiploma. Had illness not intervened, Mr. Pongco would have been electedInternational President in Vienna.
Candidate Qualifications and Contest Rules
Candidates must be:
• A Clefs d’Or member.
• Nominated by his/her member section.
• Fluent in English.
• Participating at his/her first international congress.
• Under 35 years of age at the start of the General Assembly.
• Must have the title Concierge and a hotel-issued business card.
Candidates complete a written exam on the history ofLes Clefs d’Or, geography and general knowledge.They submit an essay on their interest in theprofession as well as their aspirations. At thecongress, candidates undergo a personal interview.Presentation and personality count toward the finaloutcome of this friendly contest.
Point System Judging: 20=exam, 30=essay,40=personal interview, 10=personal appearance
The Western European Zone:Simon Delcomminette
• Belgium• France• Great Britain• Holland• Ireland• Luxembourg• Switzerland
The Central European Zone:Tamás Ungár• Austria• Czech Republic• Germany• Hungary• Poland• Romania• Russia
The Americas Zone:Jeanne Mills
• Argentina• Brazil• Canada• Mexico• USA
The Scandinavian Zone:Anders Ruggiero
• Denmark• Finland• Norway• Sweden (inactive)
The Oceania Zone:Michael Anderson
• Australia• New Zealand
• Portugal• Spain• Turkey• UAE
The Asia Zone:Edwin Saldanha• China• Chinese Taipei• Hong Kong• India• Japan• Korea• Malaysia• Philippines• Singapore• Thailand
Les Clefs d’Or » Seven Zones Around the World
The Mediterranean Zone:Dimitrios Liapis (Acting)
• Hellas• Israel• Italy• Morocco
Historic Vissoie, SwitzerlandIn 2011, by mayoral proclamation, Vissoie became the “City of Friendship”
Ferdinand GilletFounder President, UEPGH Les Clefs d’Or (1952 to 1959)
Les Clefs d’Or » The Legacy of Ferdinand Gillet
In Service through Friendship
• Les Clefs d’Or (UICH) represents almost 4,000 professional hotel concierges in more than 60 countries worldwide.
• Les Clefs d’Or concierges serve approximately 126 million guests per year.*
• 17 percent of members are female.
• 60 percent of members have been working as concierges for 10 or more years.
*Source: Survey compiled by Mr. Gerald Parent, Past President of Les Clefs d’Or Canada and International Honorary Member. The number of guests were calculated based on one guest per room, using the number of members, the number of rooms at each member’s hotel, and 2011 occupancy percentage
rates.
Les Clefs d’Or » Statistics
Statistical Analysis:
53625686
60816565
69187447
80938575
91469743
10406
11257
13433
14048
15564
17184
17406
5000
7000
9000
11000
13000
15000
17000
19000
Au
g-12
Sep
-12
Oct
-12
No
v-1
2
Dec
-12
Jan
-13
31 F
eb
13
Mar
-13
Ap
r-1
3
May
-13
Jun
-13
Jul-
13
Au
g-13
Sep
-13
Oct
-13
No
v-1
3
Dec
-13
Tota
l 'Li
kes'
Months
Les Clefs d'Or Facebook Fan Page 'Likes' -Worldwide Cumulative Growth
21
Les Clefs d’Or » Statistics
Social Media Statistics:
• First Les Clefs d’Or Facebook ‘Fan’ page created in April 2009 (Spain).
• It took 3 years to collectively reach our first 5000 page ‘Likes.’
• At our current approximate growth rate, we accrue 5000 combined page ‘Likes’ every 4 ½ months.
The Art & Science of the Hotel Concierge – Chapter 1
Spirit Characteristics
PhilosophyEthics and Values
OBJECTIVES
Explore the essence of what it takes to be an exceptional Les Clefs d’Or Concierge.
Recognize that it’s your “Spirit” that motivates yo to exceed expectations and differentiaties an extraordinary guestexperience from an average one.
Observe the unique set of qualities and attributes required to maintain composure and perform to the high stndards setby Les Clefs d’Or.
Consider ethical boundaries and identify the professional values and standards that are the foundation on which thelegacy of the concierge rests.
See that the excitement and challenge of the concierge role lies in being able to find the impossible and deliver theunattainable.
SPIRIT
A guest walks up to the concierge and says, “The cheeseburgers here are terrific. I want you to send one to my brother in Bahrain and I want it to arrive hot”.
“The concierge calmly replies, “Will that be Bleu Cheese or Cheddar”
CHARACTERISTIC
CuriousityCreativityConfidenceCharismaCompetenceCourteousness
PHILOSOPHY
Making magic in ConciergelandCommitment
ETHICS AND VALUES
Saying “YES” to Challenge
“I don’t know” is half the sentence for the Concierge.
The other half is, “and I’ll find out”
ETHICS AND VALUES
Common Sense
• Do you know that you are in a draft here ?• Can I get a cup of coffee in the coffee shop ?• How do you get out from room 912 ?• Are the plane leaving from the airport ?• If it’s raining today, will I get wet ?• Is Fisherman’s Wharf indoors ?• Can I fly kite from the balcony ?• Where is the bathroom? I can’t find in my room.
ETHICS AND VALUES
Sense of Humor
To maintain sense of humor, we kept a red spiral notebook at the desk and whensomething happened that we really wanted to remember, we wrote in the “Red Book.”It’s great theraphy and, if nothing else, it’s always good for a laugh.
ETHICS AND VALUES
Surving in The Zone
During a particularly busy period, I once asked if any of the many guests at my desk hada question that could be quickly and easily answered .
A gentleman responded, “ Could you give me a list of the names of all the chickenfarmers and places to buy chicken farming equipment in northen California?” I had tolaugh. My ideas a quick question was “ Where are the cable cars”
ETHICS AND VALUES
Stories to Live By
“ I have never met anyone who couldn’t tell me something I hadn’t known before”– My Grandfather
“ Nothing great was ever achieved without enthusiasm” – Ralph Waldo Emerson
“ The worst sin toward our fellow creatures is not to hate them, but to beindifferent to them; that’s the essence of inhumanity” – George Bernard Shaw
“The world is a looking glass and gives back to every man the reflection of his ownface”– William Makepeace Thackeray
The Art & Science of the Hotel Concierge – Chapter 2
Thinking Like
A Concierge
OBJECTIVES
Appreciate the importance of positive attitude and the impact that it has on your ability to “Think like a concierge”.
Recognize that paying attention to detail and subtle nuances of every guest interaction opens up an opportunity tocreate a unique and memorable experince.
Observe the enormous benefit to all departments when the concierge assumes responsibility for sharing informationacross the organization .
Use their heightened intuition to “read the moment” and identify clues to anticipate that guests really need.
Manage the communication challenges with guest and see the importance of clarifying important information to avoidmisunderstanding.
Differentiate the guest experience by using their extensive network to think out of the box and creatively overcomedaily challenges.
Understand the need for improved security measures and their enormous responsibility during disastermanagement.
ATTITUDE
Thinking like a Concierge is the essence of success. It is the foundation that makesor breaks the outcome of every encounter. All the other aspecs of the job are icingon the cake. In the world of the concierge, there are no half-price sales for so-soservice. Every minutes of everyday requires full-out excellence-the ultimate inservice. The mistery, the magic and the solutions are created by thinking like aconcierge. This the glue that hold it all together. It is the reason the concierge hasbecome a phenomenon across so many industries.
ATTITUDE – Thinking Like a Concierge
Being able to Think Like a Concierge requires three basic, but integral elements ;
• Integrity
• Responsibility
• Everyone-Wins Mentality
ATTENTION TO DETAIL AND GOING THE EXTRA MILE
Attention to detail also meansputting the icing on the cake andgoing the extra mile to provide aunique, authentic and memorableexperience.
SHARING INFORMATIONA concierge at a hotel Fisherman’s Wharf once spotted a famous cellist, but felt certain that no one else was aware of the gentleman’s identity. He was able to inform his general manager in time to avoid his having to deal with the embarrassment of appearing uninformed.
BEING A SLEUTH AND READING THE MOMENT
With only seconds to interact, the concierge is required to “read thesubtext” to really “get” the guest, ask question to zero in on what he orshe really wants and then offer solutions in the manner in which theguest wants to hear them.
SEING THE WHOLE PICTURE
For instance, when giving direction for a walking tour in yourcity, you notice the guest is wearing shoes with a small heel.While this might be appropriate for a walk downtown, it is notsuitable for the cobblestone steps that she will be taking onthe tour. By mentioning this to the guest you have ensuredthat she will have a more enjoyable time and possibly avoidtwisting an ankle! Another example would be suggesting shewear a scarf, if it is a cold and windy day.
SENSE OF NUANCE
A nuance is a slight or delicate variation in tone, color ormeaning. In the case of a good concierge, he or sheunderstands the nuances of body languange andinflections of voice.
COMMUNICATING
A guest asked the doorman at the hotel in SanFrancisco to have a hansom cab waiting. The poordoorman, not being familiar with the term “hansom” (ahorse and buggy) hired limo. When the guestcompained, he replied “But this is much morehandsome cab than the taxi that was just here.”
YOU MAY HAVE BEEN THERE, BUT YOU ARE NOT GOING
You are a vegetarian and the guest has just described a dining experince thatsounds very much as if an Outback Steakhouse might fit the bill. In case suchas these, always remember : You’re not going.
CREATIVE THINKING AND COLLABORATION
The concierge’s unrelenting goal isthe guest satisfaction. In thinkinglike a concierge, when a requestcannot be accomplished easily ,creativity kicks in. The conciergebegins problem solving bysearching beyond the confines ofthe hotel operation and thinkingoutside the box.
THE FULLY-DEVELOPED CONCIERGE’S THINKING
Concierges who have been on the job for years love to play “The Game”, very often, guests approach thedesk with only a vague idea of what they are looking for. They may have dined at a restaurant on their lastvisit and remember nothing more than red banquets in the entrance. Really savvy concierges can usuallycome up with the right place, and they love the challenge of doing it.
FOLLOW-THROUGH
The practice of checking back regularly and following through on guest requests is vital,because it provides the concierge the necessary assurance that their guests are 100percent satisfied. Furhtermore, it lets guest know the concierge has done all the necessaryfootwork and cares enough to take the time to follow through.
DEALING WITH DISASTERS
In this case, it was a sense of humor that saved the day
HEIGHTENED SECURITY
At the Waldorf, concierge were responsible for specialized tours, which included showing guests where thebulletproof railroad car dropped President Theodore Roosevelt off, four floors below the hotel, so no onewould never see him get out of his wheelchair. After 911, the area was sealed off and is no longer part ofthe tour.
THE WAY of the WIZARD“The concierge is a style wizard of information management. The goal is to provide the right information and solution in the most meaningful and satisfying way for each and every guest, based on his or her unique personality and perceptions.”
Communications
CoordinationsNetworks
How To Achieved my GOALS as Concierge ?
Meet and Greet
Communications
The Hand Shake
Eye Contact
Grooming
Appearance and Body Language
Written Skills
Business Cards
Note Cards
Reservation Confirmation Cards
Stationery Etiquette
Spelling and Grammar
▪ Speech and Grammar▪ Hotel Lingo▪ Good is a good word: good morning, good afternoon, good evening Verbal Skills
Words to Avoid Words to Use
Hi Hello
Bye Goodbye
Okay Certainly
Sure Absolutely
Yeah Yes
One Moment One moment, please
Uh-huh Yes, alright, very good
Ma’am Madame
I need a credit card May I ask for your credit card?
Sign here May I ask for your signature?
Checking in? Good morning (afternoon, evening). May I help you?
Telephone Etiquette
▪ Consistency
▪ Follow scripts
▪ Etiquette—Answer within 3-4 rings with a smile
▪ Every telephone call should begin with the word good
▪ “Good Morning, this is ___________. May I help you?”
▪ Calls on hold: “May I place you on hold?” Avoid the word “put”
▪ “Thank you for waiting (holding)...”
Pitch
Inflection
Courtesy
Tone
Understandability
Rate of speech–140 wpm
Enunciation
Coordinations
Team thinking
Work Hand In Hand
Give The Best Solutions as a team
“One Words”
Networks
• Airlines
• Bus Companies
• Cruise Companies
• Railroads
• Rental Car Companies
• Hotel, Motels, and Resorts
• Travel Agencies
• Tour Companies
• Food Service
• Tourism Education
• Tourism Research
• Travel Communications
• Recreation and Leisure
• Attractions
• Tourist Offices and Information Centers
• Convention and Visitor Bureaus
• Meeting Planners
Informational Services
SOCIAL MEDIA ETTIQUETTE▪Recently, at our 17th Pan-American Congress in Las Vegas, weheard a brilliant lecture by Jeff Arnold, Chairman of Forbes TravelGuide.
▪Mr. Arnold spoke about the importance of social media andtechnology in our industry, as well as the importance of sharing.
▪“Concierges are born for this,” said Mr. Arnold. “It’s in your DNA!”In retrospect, 60 years ago the headline might have read ConciergesGive Birth to a New Idea: Global Social Networking. It is an art formpracticed by the concierge since the birth of our profession andorganization.
▪As we celebrate our history, we reflect on thetime-tested methods of reaching out to our colleaguesaround the globe, and embrace the technology thatenhances what we have already been doing fordecades. We have been well ahead of the curve incommunicating globally. Perhaps it really is genetic!
SOCIAL MEDIA ETTIQUETTE
▪ If you identify yourself in your bio or in your content as an employee ofyour hotel and a member of Les Clefs d’Or, then you should only postappropriate photographs and text that are professional and high-quality,reflective of our association and your membership in it.
SOCIAL MEDIA ETTIQUETTE
▪Always try to choose clear quality photographs that are appropriate in nature.
SOCIAL MEDIA ETTIQUETTE
▪ Social Media posts should be treated in the same manner as any other typeof written communication: Attention to content, spelling, grammar, and slangare all very important.
SOCIAL MEDIA ETTIQUETTE
▪Positive stories and reviews only. A concierge should not publicly criticize or denounce anyone.
SOCIAL MEDIA ETTIQUETTE
▪ Personal Blogs: It is highly recommended that you consult with your hotel andparticularly your hotel’s marketing department to ask permission and informthem of your blog.
SOCIAL MEDIA ETTIQUETTE
▪ Never share personal stories about guests. Never feature any photographs or names of guests unless you have permission.
SOCIAL MEDIA ETTIQUETTE
▪ Write clear and concise short titles and/or headings to accompany posts.
SOCIAL MEDIA ETTIQUETTE
▪ Do not be afraid to post; social media is an important tool, and a means for usto share valuable information, photographs, events, etc.
SOCIAL MEDIA ETTIQUETTE
▪ Copyrights: Be aware of copyrights when writing text or stories.
©
SOCIAL MEDIA ETTIQUETTE
▪ Promote your own brand; yourself, your hotel, your local community, your association (Les Clefs d’Or).
