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Guest Experience > CONCIERGE > Flashcards

CONCIERGE Flashcards

1
Q

Who is employed in a hotel to help guests, arrange services and provide general information?

A

Hotel concierge

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2
Q

Who is employed to take care of an apartment building?

A

House building concierge desk

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3
Q

Who is employed by a large company to help internal employees in many things?

A

Corporate Concierge

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4
Q

Medieval period ( 5 to 15th century), concierge job?

A

Candle keepers

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5
Q

Concierge is derived from the old French word…?

A

Conservus

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6
Q

“Conservus” mean?

A

Slave

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7
Q

Mid 16th century, concierge job was?

A

Warden of a house, castle, prison, palace

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8
Q

“Conservus” was first used in France around… to mean doorkeeper and landlord’s representative and later came to be regarded as a hotel staff member who handled luggage and mail, made reservations and arranged tours.

A

1697

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9
Q

Concierge 7 responsibilities?
1. Wel____
2. Gui___
3. Person___ sugge___
4. Reco___
5. Pl___
6. Commu____
7. Guest complaint man____

A

Welcome, guide, personalized suggestions, recommend, plan, communication, guest complaint management

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10
Q

Concierge mission is to help and assist the guest i organizing his/her stay,…,… and … the arrival

A

before, during, after

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11
Q

[BENEFITS] Help the guest in discovering what?

A

The city

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12
Q

[BENEFITS] Provide what for the guests?

A

Information

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13
Q

[BENEFITS] Understand customers needs and provide them with personalized se___

A

Personalized services

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14
Q

[BENEFITS] Coordination with the different hotel de___

A

Hotel departments

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15
Q

[BENEFITS] What attitude should be shown in the order the guests can rely on?

A

Confidentiality

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16
Q

[BENEFITS] Guest r_l__ions

A

Guest relations

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17
Q

[BENEFITS] How to make the guest retention?

A

Guest satisfaction

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18
Q

[BENEFITS] Strongly associated with…

A

Luxury hotels

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19
Q

The… provided by the hotel concierge is different for each single guest.

A

Service

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20
Q

6 services which are “welcoming, provide information, make bookings, organize guest transportation, pick up and deliver items, handle special private guest requests” are provided by..

A

Concierge services

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21
Q

How many skills do a concierge should have?

A

10

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22
Q

Never say to the guest is their…

A

fault

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23
Q

The concierge department is part of the gu… service/re… department

A

The guest service/ relations department

24
Q

The concierge department can include one single person or a whole t…. depending on the hotel Si___ and lo___

A

one single person or a whole team…. the hotel size and location

25
Q

The concierge department oversees 2 entities: the guest Rel..ti../Request/Com… and the Uniformed per___

A

The guest Relations/Request/Complaint and the Uniformed Personnel

26
Q

How many levels are in the organizational chart for concierge?

A

3

27
Q

The 1st level in the organizational chart is:

A

Head concierge

28
Q

The 2nd level in the organizational chart are:

A

Concierge and Butler

29
Q

The 3rd level in the organizational chart are: (5)

A

Driver, Door attendant, Bell Attendant, Lobby ambassador/Host, Groom

30
Q

Driver department pick up/drive guests… the airport/train station through….

A

from/to… organised shuttle buses

31
Q

Driver department drive guests around tou…. attractions

A

Tourist attractions

32
Q

Driver department maintenance of…

A

hotel vehicles

33
Q

What department greet and welcome guests, greet and wish pleasant journey on departure?

A

Door attendant department

34
Q

What department hail taxis, open car/taxi doors, remove luggage/ items from cars/taxis, open doors/ give directions?

A

Door attendant department

35
Q

What department greet and guide guests, assist guests with luggage, keep lobby area clean and tidy, deliveries?

A

Bell attendant department

36
Q

What department is the first point of contact, greet and guide guests to the right place, be a contact for the guests at all times and promote hotel facilities?

A

Lobby ambassador/ Host department

37
Q

What department is room deliveries for guests, go and get the purchases for the guest and deliver internal mail or any parcel?

A

Groom department

38
Q

What department welcomes guests to their room, provide personal service at all times, coordinates guests needs, and pack/unpack guests’ luggage

A

Butler department

39
Q

What type of concierge has the services such as dry cleaning, shoe repairs, personal errands, administrative work,…. in a company?

A

Corporate concierge

40
Q

The benefits such as “Less stress, higher morale, better productivity, better free time quality” are for who when talking about corporate concierge?

A

Employee

41
Q

The benefits such as “ Increase productivity, lower turnover rates, better team spirit, increase employee loyalty” are for who when talking about corporate concierge

A

Company

42
Q

What type of concierge has the services such as greeting residents, scheduling moving days, handling deliveries, monitoring security cameras, event planner foe the residents?

A

House building concierge desk

43
Q

The benefits such as “ Added value, security reinforced, reservation services, maintenance resolving, more free time, exclusive access” are for who when talking about house building concierge desk?

A

Residents

44
Q

The benefits such as “ Added value, security, high profile residents” are for who when talking about house building concierge desk?

A

Building

45
Q

What concierge can work with traditional concierges to improve the work they already do and allow them to expand their services?

A

E-concierge

45
Q

What concierge can work with traditional concierges to improve the work they already do and allow them to expand their services?

A

E-concierge

46
Q

What concierge is a great compliment to classic services, allowing them to spend more time on improving customer service and waste less time on menial tasks?

A

E-concierge

47
Q

The benefits such as:” Added value to concierge services, availability 24/7 everywhere, availability before the arrival” are for

A

E-concierge

48
Q

What is the word you should immediately think about when you hear concierge?

A

TEAM

49
Q

[SKILLS]
1. Good ___ skills
2. Good l___r
3. Friendliness
4. Organization
5. Local kn____
6. Professionalism
7. Discretion
8. Attention to ___
9. Multitasking
10. Po____e attitude

A
  1. Communication
  2. listener
  3. knowledge
  4. detail
  5. Positive
50
Q

In 20th century, due to what construction do we talk about a tremendous boom in hospitality industry?

A

Rail roads/ train

51
Q

Ways to take care of elderly people?
1.Help
2. Be ____
3. Give them ___ about the technology
4. Closed from the ____
5. Room on the ground floor

A
  1. patient
  2. information
  3. lift
52
Q

[E-CONCIERGE] Guests can book act____ themselves

A

activities

53
Q

[E-CONCIERGE] Guests can get answers to basic_____ instantly

A

questions instantly

54
Q

[E-CONCIERGE] Guests can learn about hotel activities Inde____

A

Independently

55
Q

[E-CONCIERGE] Guests can make simple requests via mess_____

A

Messenger

56
Q

[E-CONCIERGE] Guest experience better_____ with concierge

A

service

Guest Experience (11 decks)

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