Concierge Express includes:

• A DVD with five, twenty to thirty minute lessons.
• A wealth of tips, techniques, role-plays, and fun.
• Professionally designed form and information templates - guaranteed to impress your guests while simplifying your teams job.
• Practical information presented by world-renowned customer service expert Holly Stiel. She spent 16 years as the concierge at a 5 star hotel.
• For complete flexibility the course is designed to be viewed individually or facilitated in group settings by a manager.
• A CD-ROM containing PDF files for printing the Participant Workbook and a complete set of customizable template tools.

Lesson Contents:

1. Setting-up to Serve
Tools and techniques for managing the flow of information
at a busy front desk. Watch all those post-it notes disappear!
2. Giving Great Directions
Clear, effective, professional and consistent driving directions
are invaluable to business and recreational guests.
3. Making Recommendations that will Delight Your Guests
Whether it’s dinner or recreation a good recommendation can
makea guest's day!
4. How to Respond to Frequently Asked Questions
Make life simpler for both your team and your guests by developing a
consistent set of correct answers.
5. The Art of Recognizing Guests
Nothing builds customer loyalty faster than personalized service. This lesson gives you a powerful set of techniques that will endear you to your guests.