Concierges have high expectations to live up to because, in fulfilling guests’ needs, they are often seen as the ‘fixer’ in a hotel. Guests visit the concierge because they know they will get results. In this lesson, James will explain the value of cultivating great relationships with guests and the service characteristics that will set you up to be successful.

What you’ll learn

• How to lead guest relationships with the four ideal characters of service

This course is aimed at new and aspiring concierge staff, and service staff required to perform concierge duties.