Real-Life Communication
It almost goes without saying that concierges need to know how to
communicate. They are, in essence, informal ambassadors to their city. They
establish a rapport with many people in a short amount of time.
Basically,
you need to be a social butterfly, says Holly Stiel. A concierge must make
guests feel at home in a strange city. You make sure they have a great time
while they are staying with you, says Troy Glenn, a hotel concierge. In order
to suggest appropriate dining and entertainment choices, it is in the best
interest of the concierge to understand a guest.
Another important
part of being a concierge is knowing how to write notes. You will have to
write everything from thank-you notes to apologies and welcomes. "Some find
it difficult to write," says Stiel, "but written communication is very important."
Mr.
and Mrs. Teller will be arriving at your hotel later this evening. They are
to receive VIP treatment. In laymen's terms, this means to roll out the red
carpet. Mr. Teller is a well-respected person in the computer industry, and
he and his wife are celebrating their 10th wedding anniversary at your hotel.
You
see they have the presidential suite reserved for $1,500 per night. You arrange
to have red roses delivered to their suite at the hotel's expense. Because
these guests are VIPs, it is your job, as a concierge, to write a note welcoming
them to the hotel and congratulating them on their wedding anniversary. You
also want to make sure that they know you are here for them 24 hours a day.
How do you write a short note to say all these things in a polite and formal
manner?