FRONT OF HOUSE
is great for brand reputation; it means a consistent and seamless customer service is provided. This consistency in brand image will help in developing a good reputation for efficient and sincere customer service, motivating staff and driving back repeat custom. While it might seem simple, the very best indication of success is the number of clients who continue to use your service; after all they wouldn’t keep coming back if your customer experience was poor.
“CONCIERGE SERVICES OFFER
EVERYTHING FROM EXCHANGING
FOREIGN CURRENCY AND ORDERING A WEEKLY FOOD SHOP,
TO HIRING THE LATEST SPORTS CAR FOR A WEEKEND AWAY.”
Technology is, of course, also integrated within the South Bank Tower offering. Bespoke websites or apps are simple and effective ways of adding value as well as providing a great tool for promoting concierge services and keeping residents up-to- date in real-time. Residents at South Bank Tower will have a password protected login to the website, allowing them to view their work orders, concierge service requests and service charges. Supported by an app, residents can have peace of mind that their requests are being handled and that they will receive updates promptly.
DELIVERING EXCELLENCE A well-managed concierge desk
www.tomorrowsfm.com
Direct communication is key when it comes to delivering excellence. A concierge is the first person a client will speak with, whether in person, on the phone or via email, so it’s vital that you make a good first impression. Building a rapport with clients and communicating with them on a regular basis will help cement your relationship.
A good concierge will anticipate the requests and needs of their clients before they ask. Their role is to lighten the load of the client, so being timely and efficient is key to delivering a high quality service. Following a booking through from start to finish will also ensure the customer is satisfied with the resolution. Finally, taking ownership means that the end user is well informed, resulting in higher customer satisfaction levels.
KNOWING YOUR CLIENT When you work in concierge services,
a large proportion of your customer database is likely to be using your services regularly. With this in mind setting up a customer profile can help establish and log individual requirements and expectations so that nothing gets missed. This key measurable reinforces the importance of creating tailor-made solutions, which is what this industry is all about. There’s not a ‘one size fits all’ solution so profiles can go a long way in saving you time and the client hassle.
MEASURING SUCCESS Whether it’s booking a restaurant
table or organising a corporate box at the O2, it’s important to monitor client satisfaction. Concierge services rely
heavily on repeat customers, so quality delivery is crucial.
At Portico, we implement a three- step process that allows us to ensure each booking we make is completed efficiently and meets the expectations of our clients. Step one involves checking with the relevant service partner that they received our booking and understand all the deliverables. Step two is confirming everything with the client to make certain all their requests have been met and the final step is following up with a courtesy call to the client once they have received the service.
Of course, alternatives to our three step process do exist, and new specialist software is available, which can track communication trails between company and client. However, we believe the three step process allows us to ensure we have happy clients that are satisfied with the service we’re providing them throughout its duration. What’s more, it creates the perfect opportunity to build new relationships and develop those that already exist, ultimately enabling repeat custom.
THE FUTURE OF
CONCIERGE Looking to the future, the front of house industry will evolve to offer more and more bespoke solutions, responding to the growing trend of personalisation, as seen increasingly in corporate marketing and communications.
Living in a world where time is no longer a luxury, technology is becoming more and more important to the way we go about our daily lives, at work and at home. It is technology that as front of house providers will allow us to react quicker to customer demands, provide real-time response, offer choice and, importantly, efficiency. With technology developing rapidly and social media a daily resource and communication tool for most, the concierge must be equipped with applications and devices that reflect the lives of their customer and allow them to deliver their service to the highest standard.
www.portico.co.uk TOMORROW’S FM | 57
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70