Top Hotel Executives Reach Out to Les Clefs d’Or to Survive Economy

HIGHLIGHTS OF TOPICS DISCUSSED DURING BREAKOUT SESSION
REVENUE:

• Distribute report to all department heads wirh revenue generated by concierge desk
• Identify traditional and non-traditional revenue streams, such as vendors
• Build a relationship with your GM & Controller
• Create code in order to track room sales revenue and catering event leads through concierge department.

CAREER DEVELOPMENT:

• Cross train all departments in guest service
• Enhance multi-language skills
• Partner with local schools & universities
• Partner with training companies and seek out training opportunities

COMMUNICATION:

• Enhance and engage relations with management
• Enhance relations with vendors for reciprocal financial gain
• Thank you notes to colleagues, other departments & community leaders
• Using open table to book restaurants
• Capture guests likes and interests in addition to complaints and provide to management
• Praise colleagues and vendors to build morale
• Diplomacy, diplomacy, diplomacy

TECHNOLOGY:

• Investigate advantages of social technology such as Face Book, Twitter and texting
• Emphasize personal exchange or face time with guests
• Keep current with latest software and gadgets

ECONOMY:

• Funding for congresses
• Decrease of salaries and positions
• Keep concierge desk a viable asset and promote LCD brand
• Cross train to assist in other departments
• Emphasize concierge role as ambassador

Roberta Nedry is President of Hospitality Excellence, Inc., leaders in guest experience management. Her firm focuses on guest, customer and client service, the concierge profession and service excellence training for management and frontline employees. To learn more about Hospitality Excellence programs and exceptional service tools, techniques and strategies, visit www.hospitalityexcellence.com. Ms. Nedry can be contacted at 954-739-5299 or roberta@hospitalityexcellence.com.