Luxury Concierge Mastery: Elevate Your Hospitality Career

What you will learn:

History and evolution of the concierge profession
Essential concierge skills and techniques
Understanding the hotel hierarchy and operational structure
Pre-arrival planning and guest communication strategies
Creating a superior guest arrival experience
Effective communication techniques with guests and external providers
Building strong relationships with guests
Understanding guest preferences for personalized recommendations
Managing external suppliers and ensuring seamless service delivery
Selling unique and memorable guest experiences
Handling guest complaints and resolving issues professionally
Pre-departure procedures and post-stay follow-up

Description

Unlock the secrets to exceptional guest experiences and boost your hospitality career with our comprehensive luxury concierge training program. Learn directly from Santi Roggio, Head Concierge at the ultra-luxury Grand Hotel Timeo in Taormina, a Belmond Hotel, and President of the Golden Keys of Sicily. This isn't just a course; it's a masterclass in creating unforgettable moments for discerning guests.

Master the art of anticipating needs, transforming challenges into opportunities, and designing bespoke experiences that leave a lasting impression. Discover insider tips and strategies for leveraging Les Clefs d'Or, perfecting personalized service, and navigating the complexities of high-end hospitality. Santi will guide you through every aspect of the concierge role, from pre-arrival planning and managing communications to handling complaints with grace and finesse. This exclusive course is ideal for both aspiring and experienced professionals seeking to excel in luxury hospitality.

This in-depth program covers everything from the rich history of the concierge profession to the latest trends in personalized service. You'll refine your skills in communication, client management, relationship building, and conflict resolution. Upon completion, you’ll be confident in creating exceptional guest experiences that generate revenue and leave guests wanting more. Learn the techniques to successfully sell luxury experiences and manage external suppliers to guarantee impeccable service. Plus, you'll receive a prestigious Italian certification upon request, adding a significant credential to your resume.

Enroll now and embark on a transformative journey toward mastering the art of luxury concierge service. Elevate your career to new heights with Santi Roggio's unparalleled expertise.

Curriculum

Beginning & Introduction

This introductory section sets the stage for the course. The "Beginning" lecture provides an overview, while the "Introduction" lecture introduces Santi Roggio and the course's structure. The lecture "Who is the modern Concierge and how was the Concierge born?" explores the historical context and evolution of the concierge role. Finally, the section concludes with "What are the duties of a Concierge?" and "What skills do I need to develop to be a great Concierge?", outlining the core responsibilities and necessary skills for success.

Hotel Operations & Guest Arrival

This section delves into the operational aspects of hotel management and the importance of creating a memorable guest arrival experience. "The Hotel Hierarchy" provides an overview of organizational structure within a hotel. "The Experience Begins before the Guest Arrival" emphasizes pre-arrival preparations and communication. The lecture, "How do I create the best arrival experience for my guests?" covers essential aspects of greeting and welcoming guests. This section also includes detailed guidance on "How do I communicate with external service providers?" and "How do I carefully manage email communication with your guests?" to ensure smooth operations.

Guest Management & Experience Creation

This module focuses on managing guest expectations and building meaningful relationships. "What to expect from your guest during their stay?" helps anticipate guest needs and preferences. "How to create an experience?" and "How to sell the experience?" explores the art of creating and selling bespoke guest experiences. This section also features a critical lecture on handling issues, "How to handle complaints?", teaching techniques for resolving guest concerns effectively.

Departure & Beyond

This final section covers post-stay procedures and valuable tips. "Pre-Departure Experience" discusses essential pre-departure communication and tasks. The concluding lecture, "Tips & Tricks," shares valuable insights and additional advice from Santi Roggio's years of experience in high-end hospitality.

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