This time, I would like to expand on the specifics of the luxury service itself and its essential elements, because beautiful interiors and excellent service are not everything. In this article, we will discuss aspects such as RECEPTION, GUEST RELATIONS, and CONCIERGE.
RECEPTION
This is where it all begins, even before the guest arrives. Phone conversations and email correspondence. From the way of communication, I can tell what class of establishment I am dealing with. At this stage, it is important to learn the guest's preferences and special requests to better prepare for their visit and personalize the service – arrival time, children's ages, special occasion (anniversary, birthday), mode of transport, allergies, preferred forms of activity and leisure, restaurant table reservation and Spa treatment, etc. Exclusive hotels practice calling guests before arrival or sending special forms.
There is no luxury hotel without a porter and additionally a doorman, although the presence of the latter depends on the size of the hotel. They greet guests at the driveway, assist with luggage, and escort them to the reception. Porters also provide valet parking service, which means parking the car upon request.
In prestigious hotels, you will often find tables with moist towels and juice or water for refreshment after the journey near the reception, or they may be served on a tray. And this is not only the domain of hotels in Asia or the Caribbean. I have experienced this many times in Europe and the USA. Some hotels offer a glass of sparkling wine as a welcome.
After completing the registration formalities, which in luxury hotels sometimes take place seated at a desk or on a sofa in the lobby, guests are escorted to their room by the staff.
GUEST RELATIONS
An important role, both in boutique and larger hotels, is played by the so-called Guest Relations staff, who are responsible for guest relations, taking care of them, responding to their complaints, and coordinating VIP guest visits. Guest Relations is responsible for building guest profiles, which include the history of previous stays, preferences, wishes, and complaints.
Guest Relations organizes welcome amenities, birthday gifts, flowers, children's amenities, and welcomes and escorts guests to their rooms. After check-in and during the stay, they contact the guest to ensure everything is satisfactory. Kempinski Hotels is renowned for its Guest Relations tradition and Ladies in Red, as only women dressed in red dresses perform this function.
CONCIERGE
The concierge service, performed by a dedicated person whose qualifications are confirmed by the Les Clefs d'Or (Golden Keys) badge, is common in luxury hotels. In some establishments with traditions, the concierge is treated as an institution.
Concierges are not only for providing tourist information but often for fulfilling various guest wishes and special tasks, with extensive contacts. They organize tickets, transport, and private tours of tourist attractions. Their role is to surprise the guest, exceed their expectations, and provide personalized experiences.
Concierges can be divided according to specialization. At the Raffles Europejski hotel, there is an Art Concierge, a person knowledgeable about the art adorning the hotel's interiors (over 400 artworks) and organizing curated art gallery tours. Meanwhile, at the Mandarin Oriental Miami, guests have access to a Fashion Concierge, who advises on shopping in exclusive boutiques.
Karol Weber
Trainer and author of the blog www.enjoyyourstay.pl
