Concierge service isn't just for hotels; it's a first-class level of service designed to build customer loyalty to the next level. Concierge customer service, which was once exclusive to five-star hotels and luxury retailers, is something that today's top companies aspire to offer. The concierge service is a search for the best we can offer by interacting with the aim of getting the best out of customers. It is the quest for the nobility of service.
In the language of the Ritz-Carlton Hotel Company (created by founder Horst Schulze), it is the demonstration of ladies and gentlemen at the service of ladies and gentlemen. Since different concierges offer different services to their customers. Therefore, the business model of each concierge service would be different. For example, some concierges deal with customer issues, others deal with employer-employee relations, others are responsible for organizing travel and vacations, and others provide you with personal assistance related to lifestyle management.
Would you like to receive the VIP treatment without being a celebrity? In the concierge business model, your customers feel like they're getting the best service available. In hotels or resorts, the concierge helps guests to perform various tasks, such as making restaurant reservations, booking hotels, organizing spa services, recommending nightlife areas, booking transportation (such as taxis, limousines, planes, ships, etc. Customer loyalty statistics show that customers who received poor service are likely to show you the door (47%) or, at the very least, hesitate to return (70%) regardless of the quality of the product. Access Development, a company specializing in discount programs for associations and other member groups, is proud to maintain its in-house customer service team and to train each employee in soft-touch and active listening skills.
The role of the lifestyle concierge is to do the tasks on your behalf and to outsource your personal and professional tasks. Regardless of how you decide to proceed, obtaining this level of control may require you to find a way to house your customer service team in the same building as the rest of your employees. In general, concierge services are often referred to as lifestyle management, but the function differs from lifestyle management. This has changed the functionality of the concierge services business and there is no longer a need for a concierge to do their work remotely.
The Internet, technology and mobile applications have reshaped all the functionality of the concierge services business. In apartment buildings of the 19th and early 20th century, particularly in Paris, the concierge was known as Suisse, since the position was often occupied by Swiss. The first stage of the concierge service model is to determine what services your concierge company will provide. So, on a scale that goes from the bare minimum to concierge level customer service, where do you fit in? Most companies assume that their efforts are good enough, without imagining all the good they could do if they actually improved their bet.
Ask any concierge about their marketing efforts, and you'll probably find that they spend most of their time getting new customers and not much promoting existing customers. Travel and lifestyle concierge services companies usually offer their services as white-label or semi-branded business-to-consumer (B2B2C) products. The concept has been applied more generally to other hospitality environments and to personal concierges who manage the tasks of private customers. A concierge is a person who provides the services of a personal assistant to an individual or small group.
Maintaining control of your service experience often means taking more aggressive control over the composition and location of your customer service team. .