Concierge Chronicles: Answers Beyond Questions
Having a life of a Concierge includes facing numerous questions each and every day. From questions pertaining where to spend free time, sights to visit, up to the nearest hospital or where to find a faith healer, I expect almost all the possible and impossible to be asked. In addition, I also anticipate specific and vague questions reaching my desk.
Like these questions, types of guest vary, mostly from different countries, from all walks of life. Given this, it is really hard to impress them in every answer that I deliver. To be safe, I make sure that I give precise answers as precise as the questions. I do this by giving the main information along with good choice of words, articulate and clear way of delivery, and extra information that are necessary. But to be able to satisfy each query, will it heavily depend on the responded answer, or on the specificity of the question?
In this business, you may tell that you do good base on what the guest perceives, determined through guest satisfaction surveys. Feeding the senses is the most important task of everyone involved. It is alright if I encounter an easy question to be answered by a specific answer. For example, “Where is the nearest mall?” But this simple question maybe preceded by another like “How long will it take to get there?” And will be further followed by “What are ways to get there?” These are some questions a guest may not ask but should be anticipated. Another is there are other information that are necessary the guest should know but may not be asked, for instance services the hotel provides for guest to be brought to the malls.
This is an example of a basic query I almost encounter everyday and being used to it, I always give all the information the guest might need from the very first question, making sure all the follow ups were answered. This is where anticipation comes on track. But on the back of my mind, I ask myself if I am being too precise or annoying. I read the guest mind, what he perceives in every way I deliver service.
Recently, a guest asked me if there is an ATM inside the hotel. Having none, I pulled out a map, shown where he is, and marked the nearest cash machine right away without the guest asking (for I almost do it everyday). He then asked where the nearest mall is. I marked the mall on the map, gave him the directions for he liked to walk, and mentioned that there are a bunch of ATM’s inside the mall since he’s looking for one. Guest was happy I guess, for he smiled back.
The next day, he approached me and asked if I remembered him. Not quite, for I met other guests after I entertained him the previous day. But I recognize the map he is holding and the markings I made, and it is now attached with a copy of the shuttle schedule. The shuttle is organized by the hotel complimentary for staying guests, and it drops off and picks up from the shopping centers.
He told me that I did not tell him about the shuttle. Shocked, I did not know what to reply rather I said I’m sorry. He then taught me that I should have give all the information a guest need not waiting to be asked. With all anticipation I made last night I realized the guest still is not happy. He wants more.
I was stopped, and then I recalled my encounter with him the previous night and asked myself why didn’t I offer the shuttle service? I remembered he approached me at about 10 to 15 minutes after seven in the evening where the shuttle has just departed. And that’s it. There is no point of giving him the shuttle schedule at that time for the next shuttle ride will be departing in the next two hours.
As much as I wanted to defend myself, I cannot. This guest is paying hundreds of dollars to be given five star service. And being in my desk means I am an ambassador of my hotel brand and every act I do reflects the hotel.
Going back to the argument, does guest satisfaction in this case rely with the guest query or with my answer? I can never answer a question which is never asked and I can be specific as specific the questions are. Well is it clear in this incident that the guest did not even ask about the shuttle. Most five star hotels have this service and if he is well traveled, he surely knows. But given the definition of delight which means beyond satisfied; giving simple answers, or wrong answers, or no answer at all will not make guests satisfied, wowed or delighted. So it is really necessary to give service or information, even not asked. Given this, in order to fill in the guest’s senses, I should make my senses work. In a diverse industry where competition is tough, every hotelier wants everyone walk away with happy faces. The power of anticipation is vital.
Bottom line is, whatever the question is, still my answer will decide if I will or will not wow a guest. Cliché but true, you cannot impress everyone especially in this industry. That is why every encounter, good or bad falls under experience. Learning everyday even the hardest way for this will make me continually get better, to be the best.
