Target Personnel: Hotel and Private Concierge, Chief Concierges and Assistant Concierges, Front Office Staff, Guest Relations Staff

Presenter: Josephine Ive has had many years of experience as a professional butler trainer and, through her company Magnums, trains butlers and guest service staff in Australia and internationally.

It is her firm belief that in a rapidly changing world, the skills of guest service have a constant objective- to ensure the comfort and well-being of guests. Josephine Ive’s helpful and often amusing anecdotes will make the wealth of information presented in this training programme clear and memorable.

This training programme will:

• Help raise confidence in dealing with and achieving more solid guest relations with international and local guests and visitors.
• Cover key elements in Interpersonal Skills that are required for effective and enhanced guest service / relations
• Identify core aspects such as increasing international and local geographical knowledge, understanding the guests’ real needs, recognising when guests need assistance and developing an ‘extra special’ guest service.
• Illustrate the most effective and sensitive methods of communication when dealing with international guests.
• Provide a framework for future Concierge and Front Office services and facilitate a ‘go-forward with confidence’ strategy for success.
  
  

Service skills with traditions in mind!

First impressions are lasting impressions!

• Personal Presentation and Posture.
• Attitudes. Facial Expressions. Verbal Expression and Tone.
• Personal Conduct.
  
  

The role of the Concierge:

• Identifying some key issues.
  
• Being part of a team.
  
  

Doing the homework! Beforehand!

• Who are our clients and guests? Where do they come from?
• What sort of people are they?
  
  

Guest Service Part 1

• Looking after guests.
• Creating a sense of well-being and comfort.
• Awareness of security and personal safety issues.
• Finding out the clients’ and guests’ needs and expectations.
  
  

Etiquette and Protocol

• Meeting and greeting new and return clients and guests.
• Shaking hands.
• How to remember people’s names.
• Helping guests with coats and jackets.
• Seating Guests.
• Business Cards.
• Handling and Addressing people from different cultures.
  
  

Communication: the basics

• Correct pronunciation.
• The phonetic alphabet.
• Differences between cultures. Expand your knowledge: Different countries with different cultures!
• Body language: a framework of understanding.
• When to wait. Recognising when guests need assistance. When to go.
  

Communication: Putting The Basics To Work

• Understanding ‘Top Flight’ Luxury.
• Approaching guests.
• How to become good at listening.
• The art of good conversation.
• Conversation openers. The jargon of leisure activities.
• Telephone manners, professional techniques.
  

What Happens If Things Go Wrong?

• Rising to the challenges of clients and guests’ complaints.
• Handling difficult situations.
• ‘Lost and found’ items.
•  Day-to-day frustrations.
  
  

Security Issues

• Ensure and maintain confidentiality for clients and guests.
  
  

Guest Services Part 2 

• Advising and directing visitors.
• Facilitating clients’ and guests’ requests such as dry cleaning, repairs etc.
• Arranging car and limousine hire, booking boardrooms, theatre, airline and various other reservations.
• Local familiarisation
• Requests concerning technology.
• Luggage and general storage for clients and guests.
  
  

Effective Farewells

• Checking client and guest satisfaction.
  
  

At the end of the programme your Concierge will have a deeper understanding of clients’ and guests’ needs and be able to offer the appropriate useful and professional service. They will also be able to:

• Understand and deliver the client’s expectation.
• Have meticulous attention to detail.
• Be able to demonstrate informed ways of dealing with different or challenging situations.
• Display discretion and politeness to ensure trust and respect from clients and guests.
• And be able to understand and deliver a truly informed experience of service to clients and guests of many different cultures.
• Illustrate the flair and integrity of a professional Concierge.
  
  

Duration: Three full days.

These programmes are held on a periodic basis or by demand. Please This e-mail address is being protected from spam bots, you need JavaScript enabled to view it for details of forthcoming programmes or to arrange a programme.