Concierge: Recommendations, Outside Bookings and Itineraries
Recommendations, bookings outside the hotel, directions, alternatives to a request, itineraries, flowers and gifts.
- Price
- From €275 per person
- Duration
- Agreed with the hotel
The programme works on the concierge service, from the guest's question to their return to the hotel. It covers the shortlist of places to recommend, each visited and paid for by the concierge as a guest would, and the questions to ask before giving advice. It covers booking by phone, written confirmation and reconfirmation on the day. It includes directions sent to the guest's phone, with the way back already planned. It closes with requests that cannot be met as asked, itineraries of one or more days, and orders for flowers and gifts.
The outcome
The guest receives two suggestions chosen for them, already booked and confirmed in writing, and arrives at the restaurant, theatre or tour expected by name. The hotel's own restaurant, bar and spa are offered first whenever they fit the request.
Targeted Groups
This programme is designed for:
- Concierges
- Head concierges
- Front office staff answering guest requests
- Guest relations staff
- Doormen and door staff
- Newly hired staff
Course Objectives
By the end of the programme, participants will be able to:
- Keep the shortlist of recommended places current, through first-hand visits
- Ask the guest two questions before recommending
- Offer the hotel's restaurant, bar and spa first when they fit
- Book outside the hotel, confirm in writing and reconfirm on the day
- Send the route to the guest's phone, with the way back already planned
- Say no clearly and offer two alternatives already checked
- Prepare a tailored itinerary, with costs and terms agreed first
- Order flowers and gifts with the card written word for word
Targeted Competencies
Participants will develop the following competencies:
- Building the recommendation shortlist
- Listening and asking the guest
- Restaurant, theatre and guide bookings
- Written confirmations and reconfirmations
- Directions and local transport
- Alternatives and waiting lists
- Tailored itineraries
- Flower and gift orders
Unit 01
The shortlist
- Visiting and paying for every place as a guest
- Each entry: what to order, which table, which guest it suits
- The hotel's restaurant, bar and spa in the same file
- The monthly review and the places to remove
Unit 02
Recommending and booking
- Two questions before recommending
- Two suggestions, each with a reason drawn from the guest
- Booking by phone and reading the details back to the venue
- Written confirmation and reconfirmation on the day
Unit 03
Directions and routes
- The route sent to the phone, with three landmarks
- On foot, by bike, by public transport or by car
- Taxi fares, lines, stops and opening hours
- The way back planned before the guest leaves
Unit 04
When the answer is no
- Two attempts before saying no
- The no said clearly, with its reason
- Two alternatives already checked
- The waiting list and the callback at the time promised
Unit 05
Itineraries, flowers and gifts
- The guest's brief and the draft itinerary
- Costs and cancellation terms agreed before booking
- Flowers and gifts: occasion, budget and the card word for word
- Gifts received for a guest and their discreet delivery
Every DolceVita programme is individual and tailored: one participant at a time, online or at your property, in live service. Content, pace and case material are calibrated to the competencies and the role of whoever is being trained.
From €275 per person
This is the starting price. The final one depends on how many people we train, the time it takes and what your hotel needs.