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Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Is your hotel looking to improve its concierge services? Hotels around the world that aim to meet the most unique needs of guests are going above and beyond with these concierge offerings.
Post-pandemic and in a technology-focused world, travelers are more interested in experiences than ever before. You can capitalize on this phenomenon by creating personalized excursions for your guests. Train the right concierge new tricks with traditional guest experience and you’ve got the recipe for success.
Here are three examples of unique concierge services you can use for inspiration at your hotel.
Guests staying in the two-story, 2,500 sq. ft. penthouse suite in New York City’s Dream Downtown Hotel have access to their own sneaker stylist to help guests get off on the right foot. Penthouse guests also have their own private barista and can arrange an on-call, personal security guard for an additional fee.
The Marriott W Punta de Mita resort in Nayarit, Mexico, has a special concierge for guests who love social media and want to share their seaside vacation with Instagram, TikTok, and other social media followers.
“We noticed an influx of travelers that were drawn to the property for its bright, bold, and colorful design,” said Wanda Anzaldo in an interview featured in Paradise about her job as a social media concierge at the resort.
“In this social media-driven age, social channels like Instagram and TikTok are driving factors in consumers deciding where they want to spend their next vacation,” said Anzaldo.
“Guests email a link to their Instagram profile to myself before or during their stay to receive an infographic map marked with the most Instagram-able spots on property.”
The Shelbourne Hotel in Dublin, Ireland, offers the concierge service of a “Genealogy butler” available to assist guests rooting around their ancestry origins.
“The consultation service aims to empower guests to continue their Irish family history research within Irish records in the hope that this will ultimately lead them to the goose-bump trail that is walking in the footsteps of their ancestors,” according to the Shelbourne Hotel website.
“Being so close to many of Ireland’s national repositories gives guests a head start in their search. Our genealogy butler provides a range of unique services to Shelbourne guests who wish to explore their own family history research.
The Shelbourne offers three different genealogy packages for guests:
During the meeting, one of Ireland’s leading genealogists provides the guest a full, personalized assessment report based on the information submitted online by the guest. They’ll also receive a list of Irish sources and territorial divisions that enable the guest to begin their ancestral research in Ireland.
During this meeting, the genealogy butler offers guidance for finding records of ancestors.
“Our Genealogy Butler can help you make the best use of your time during your stay in Dublin, by guiding you to the sources where you are most likely to find the best results,” says the Shelbourne Hotel website.” For Guests who have a number of Irish Ancestral Families, a longer session may be recommended.”
A virtual consultation with the Shelbourne’s genealogy butler includes the same guidance and research sources and territories of an in-person consultation.
“The consultation service aims to empower guests to continue their Irish family history research within Irish records in the hope that this will ultimately lead them to the goose-bump trail that is ‘walking in the footsteps of their ancestors,” says the Shelbourne.
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