When guests are ready to leave, the concierge plays a key role in ensuring their departure is smooth and memorable. Include responsibilities like managing efficient check-outs, handling any last-minute guest inquiries, and updating guest preferences in your records for future visits. This helps maintain a high standard of service and encourages guests to return.
Common misunderstanding: Departure duties are just about saying goodbye.
While bidding farewell is important, departure responsibilities are more comprehensive. They involve finalising billing, ensuring guest satisfaction with their stay, and handling any feedback which can impact future operations and guest relations.
Common misunderstanding: Departure tasks are quick and do not require much attention.
Effective departures require careful attention to detail to ensure all aspects of the guest's stay are concluded properly. This includes final bill settlements and ensuring any of their feedback is recorded and addressed, which can take time and precision.
Managing guest check-outs is crucial because it's the last interaction guests have with your hotel. A smooth and positive check-out experience can leave a lasting impression, encouraging guests to return or recommend your hotel to others. It involves ensuring all services are billed correctly, addressing any last-minute concerns, and providing parting information or assistance.
Common misunderstanding: Check-outs are just transactional and do not affect guest satisfaction.
Check-outs are a key touchpoint in the guest experience. Mishandling this phase can overshadow an otherwise pleasant stay, affecting the guest's overall perception of the hotel.
Common misunderstanding: Any staff member can handle check-outs.
While various staff members can assist, concierges are equipped to handle specific queries and personalise the departure process, making them ideal for managing check-outs.
Feedback should be actively solicited at check-out, recorded accurately, and reviewed regularly. This allows the hotel to continuously improve and tailor services to meet guest expectations. Incorporate feedback into training sessions and strategy meetings to ensure all staff are aware of and can act on recurring issues or suggestions.
Common misunderstanding: Feedback is only useful if it’s positive.
All feedback, positive or negative, is valuable. Negative feedback is particularly useful as it highlights areas for improvement and helps prevent future guests from having similar issues.
Common misunderstanding: Feedback should be reviewed only when there are noticeable problems.
Regular review of feedback, even during periods without significant issues, helps maintain high standards and can reveal subtle areas for improvement that might not be immediately obvious.
If you want to build more consistent deskless teams, add your email to the waitlist, we're launching very soon.
Have a different question and can't find the answer you're looking for? Reach out to our founder Liam Jones, click to email Liam directly, he reads every email.
When crafting a job description for a Concierge, it's key to describe the hotel's service style clearly. This informs potential hires about the type of customer interaction and workplace environment.
A Concierge job description should clearly outline responsibilities as guests arrive.
A Concierge job description should clearly list daily responsibilities that engage with guests.
When crafting a job description for a concierge, it is vital to consider skills that align with the unique style and guest expectations of your venue.
In a Concierge job description, include skills that enhance guest experiences and streamline service delivery.
When crafting a Concierge job description, it is critical to clearly indicate the level of experience required. Assess whether the role is suitable for entry-level, mid-level, or senior candidates.
In a hotel setting, a concierge should display adaptability, resourcefulness, and excellent communication skills.
In a Concierge job description, it's crucial to be clear about the salary and benefits to set the right expectations and attract the right candidates.
When crafting a job description for a Concierge, it is essential to detail specific training and progression opportunities.
Including attractive incentives in a Concierge job description can help your offer stand out.
Guest feedback is essential when crafting a job description for a Concierge.