An Inside Look at the World of a Concierge
WHY GUESTS SHOULD CONSULT THEIR CONCIERGE?
• Firsthand knowledge and experience
of the city, and its o erings.
• Connections with restaurants, box offices and other excursions – Concierges o en have the abilities to locate tickets to sold-out shows or get a reservation for booked restaurants.
• Quick-thinking and problem-solving skills – lost luggage? Tickets to a sold out concert? No problem.
• Specialization of service.
HOW DOES THE CONCIERGE
DECIDE WHAT TO RECOMMEND TO GUESTS?
The Concierge makes recommendations based on personal experiences and connections. Most Concierges have done their research, and will not suggest an activity that does not meet his or her standards of
The Concierge will make it a priority
to understand the guests’ preferences, interests, budget, schedule and any other special requests to ensure the suggested
activity fits the bill.
Monitor For Trends
With the rise of technology, guests are always looking for the next “cool” experience to share on social media.
WHAT ARE THE TRENDING EXPERIENCE REQUESTS?
• Micro-breweries and local wineries
• Fitness recommendations
• Healthy dining options
• Local experiences
• Day Trips
The life of a Concierge is one lled with discovering new and inventive ways to exceed guests’ requests, and their expectations. It is more than simply making dinner reservations for the savvy guests who choose to take advantage of the Concierge’s knowledge of the destination, and their personal connections. I was able to get to know several of the Concierges within the Hilton Worldwide family of properties, and they shared insight into this ever-evolving role within the hotels. I certainly know that I have experienced a number of run-ins with Concierges at luxury hotels who simply should not be Concierges, and only know how to do web searches to nd results to questions. However, in many cases internationally, the well-trained Concierges can be absolutely priceless when looking for that exclusive localized experience.
As a brand, Hilton Worldwide has continued to grow in its almost 100-year history, and now includes 13 world-class brands comprised of 4,660 hotels, resorts and timeshare properties with more than 765,000 rooms in over 100 countries. Hilton’s Concierges pride themselves on being the best of the best, but many guests simply are still not aware of their capabilities – or in many cases, assume it is easier to simply utilize what they can nd on the Internet. A Concierge is more than a luggage- nding, reserv ation making guru – although, they are well versed in each – he or she is an expert for the city in which they reside, making them your personal in-house travel agent. e only thing you must do is to take advantage of their expertise. When looking to impress someone special, or entertain a family or group while traveling, the Concierge can quickly become your best friend.