The Complete Concierge MasterClass

Course Overview

• Course Title: The Complete Concierge MasterClass
• Instructor: Santi Roggio
• Target Audience:
  • Hospitality professionals
  • Seasoned concierges
  • Aspiring concierges
  • Hotel management personnel
• Prerequisites: Willingness to be a great concierge

Curriculum Highlights

• Key Topics Covered:
  • The history and purpose of the concierge
  • Concierge skills
  • The hotel hierarchy
  • Pre-arrival guest preparations
  • Guest arrival experience
  • Communication techniques
  • Building relationships with guests
  • Understanding guests for better recommendations
  • Handling external suppliers
  • Selling experiences
  • Managing guest complaints
  • Pre-departure guest preparations
• Key Skills Learned:
  • Anticipating and fulfilling guest needs
  • Transforming challenges into opportunities
  • Creating bespoke guest experiences
  • Leveraging Les Clefs d'Or
  • Mastering personalized service

Course Format

• Duration: 1 hour on-demand video
• Format: Self-paced online course
• Resources:
  • Access on mobile and TV
  • Certificate of completion