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
Everything begins here, even before the guest arrives. A phone call and email correspondence. The way communication is handled indicates what class of property I am dealing with. At this stage, it is important to learn about 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), means of transportation, allergies, preferred activities and leisure options, reservation of a table at the restaurant, Spa treatments, etc. Luxury hotels often 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, meaning they park the car upon request.
In prestigious hotels, you often find tables at the reception with damp towels and juice or water to refresh after travel, or they may be served on a tray. And this is not only a 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 gesture.
After completing the check-in formalities, which in luxury hotels sometimes take place sitting at a desk or on a sofa in the lobby, guests are escorted to their rooms by staff.
GUEST RELATIONS
Important roles, both in boutique and larger hotels, are played by the so-called Guest Relations staff, responsible for guest relations, caring for guests, responding to complaints, and coordinating VIP visits. Guest Relations is responsible for building guest profiles, including the history of previous stays, preferences, wishes, and complaints.
Guest Relations organizes welcome amenities, birthday gifts, flowers, treats for children, greets and escorts guests to their rooms. After check-in and during the stay, they contact guests to ensure everything is satisfactory. Network of Kempinski Hotels is renowned for its Guest Relations tradition and the Ladies in Red, as only women dressed in red dresses perform this role.
CONCIERGE
The concierge service, performed by a dedicated person whose qualifications are confirmed by a Les Clefs d'Or (Golden Keys) badge, is common in luxury hotels. In some traditional establishments, the concierge is treated as an institution.
Concierges are not only for providing tourist information but often fulfill various guest wishes and special tasks, leveraging extensive contacts. They organize tickets, transportation, private tours of attractions. Their role is to surprise the guest, exceed expectations, and provide personalized experiences.
Concierges can be categorized by specialization. At Raffles Europejski, there is the so-called Art Concierge, who is knowledgeable about the art decorating the hotel interiors (over 400 artworks) and organizes curator-led gallery tours. Meanwhile, at 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
