Category Archives: Concierge Expertise and Articles

Today’s Concierge – A Role Model of Service Excellence and Profitability

Concierge… the word appears almost everywhere these days as the ultimate symbol of personal service. No longer only the domain of the hotel lobby, the word “concierge” is appearing across all industries as an individual, whole departments and even virtual … Continue reading

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Hotel Concierge: Tips on Combining Technology and Hospitality to Increase the Bottom Line

By Holly Stiel, President, Thank You Very Much Inc. I have heard it said that necessity is the mother of invention and that desperate times require desperate measures. These old adages are certainly playing themselves out through the big changes … Continue reading

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Local Knowledge – Global Reach: InterContinental Hotels & Resorts Uses Concierge Expertise to Market Brand

By Marjorie Silverman, Honorary President, Union Internationale des Concierges d’Hotels, Les Clefs d’Or In late 2006, InterContinental Hotels & Resorts (IHG) launched an “evolved brand positioning dedicated to providing local, authentic and enriching travel experiences to guests around the world … Continue reading

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Using Hospitality as a Disguise: Are you Delivering Your Promises?

It was a dark, scary night. The wind was howling and the lights were flickering. The hotel sign noted “friendly service” so we ventured in, hoping to find a reassuring face. Our overworked and traveled souls were craving a super … Continue reading

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Why Do Guests Need a Concierge?

By Elaine Oksner, Guest Service and Concierge Trainer, Hospitality Excellence, Inc. The Concierge profession has changed over the years, but never more so than in this new century. Before the advent of the internet and other amazing technological tools, hotel … Continue reading

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Concierge Cross Selling Strategies

By Elaine Oksner, Guest Service and Concierge Trainer, Hospitality Excellence, Inc. Recently, at a charity fund raiser in South Florida, I chatted with a number of my concierge colleagues about the state of the economy and the impact it is … Continue reading

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Technology and Profitability Trends for the Concierge

By Elaine Oksner, Guest Service and Concierge Trainer, Hospitality Excellence, Inc. I remember when my father would reminisce about his youth, beginning his stories with “Why, when I was a boy…” He would launch into how dramatically things had changed … Continue reading

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Concierge Referrals:Tips on Maintaining High Standards with Your Outside Venues

By Marjorie Silverman, Honorary President, Union Internationale des Concierges d’Hotels, Les Clefs d’Or The symphony of service! The ubiquitous Verizon Wireless television ad featuring the “network” comes to mind when one conjures up the “part Merlin, part Houdini” magic of … Continue reading

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Les Clefs d’Or Gather in Lisbon for International Congress

LISBON, Portugal, January 27, 2010. Three hundred and thirty of the world’s top professional concierges from top hotels and resorts in 40 countries gathered in Lisbon, Portugal last week to focus on exceptional service, leadership and guest experience management at … Continue reading

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Concierge Congress Press Release: Service Excellence on a Global Scale

The 53rd International Congress of Les Clefs d’Or Concierge s features top government and hospitality leaders in bottom line business forum, held for only the second time ever in the USA Washington DC, January 10-15, 2006: Global challenges in delivering … Continue reading

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