All you need to become Hotel Concierge is a book by Nikos Mitrou, addressed to hospitality lovers, who wish to indulge in Concierge Service.
Τhe profile of the modern traveler has already changed and is now focused on personalized services. The profession of Hotel Concierge was, is and still remains intertwined with these specifically met in those businesses willing to offer high standard hospitality.
Description
The book of Nikos Mitrou, Chief Concierge at Hyatt Regency Thessaloniki, “All you need to become Hotel Concierge-Make every Service Count” combines theory and experience, providing you with specialized knowledge about high quality hotel services.
At the same time, sculpts the character and develops the integrity, worthy of a professional Concierge.
Book’s Philosophy
If you are excited to exceed the expectations of your guests, to develop the “can-do attitude“, to have fun by helping others to enrich their experiences and to enjoy the feeling of warmth that your visitors have, then the profession of Concierge is fitting for you.
Who is a Concierge?
A concierge is your trusted person in the city you are visiting for the first time.
You can ask him what concerns you, as long as it is legal and ethical.
In addition, a concierge is always ready to propose or stop a product or service, eliminating any doubt whether it is worth buying or using.
His sole and primary concern is to always be ready, always diligent in the wishes of the guests, in case they need him.
This alone is enough to create the feeling of safety, in a new environment for them.
When you choose to become a Concierge, you never go back to your normal life. Being a concierge is not just a way to work, but a way to live, to explore, to taste, to know, to travel. You will never get lost anywhere, you will always find a solution. You can wear tuxedos or shorts with flip flops, but that will not matter, you will just always be the right person, at the right time “.
All you need to become Hotel Concierge
Book’s Highlights
How to exceed the expectations of visitors?
Be proactive!
When guests stay in a hotel, they want to feel cared for.
Therefore, except for a warm, friendly greeting, the staff must make sure that their stay will be pleasant and memorable.
Answer your visitors’ questions with enthusiasm and do not stop trying until you are certain that they have everything they need.
Provide detailed information that visitors need and offer to send even more via email, if needed.
Creating “WOW” factor hospitality experiences
The “wow” factor defines a great hospitality experience of a rigorous guest in a luxury hotel.
It is a complex concept that is very difficult to define, a set of services that are uniquely combined with “soul” and true interest.
Body language
Much has been written about the importance of body language in non-verbal communication.
According to surveys, non-verbal communication (body language) represents 55% of the message we send, while only 7% is verbal communication (phrases, words) and 38% the volume of our voice (color, tone, hue).
Positive Thinking
Positive thinking is a powerful process that can improve your professional life in a number of ways.
Positive thinking in everyday life, especially at work, can help a concierge find motivation to perform better with his team, as well as upgrade services provided to the guests.
Brand Yourself
How can you promote yourself, prove your experience and promote a career fitting your personal goals?
All in all, what does the term branding actually mean?
Your personal name (brand) affects you, the hotel where you work and in general your professional environment.
The term “branding” has been used for many years by companies, while today it has advanced on an individual level.
The question is no longer whether you have a personal brand, but if you choose to cultivate it and use it in the direction of achieving your goals.
“When staying in a hotel, your ultimate guide is the Concierge. He knows the well-hidden secrets, how to accomplish the impossible. There is nothing that he can not do. And he has them. As positive or negative as one’s behavior may be, they have undoubtedly encountered it in many other cases, they have seen worse and better “- Bill Murray, actor.
All you need to become Hotel Concierge
Concierge & Technology
The Concierge office of luxury hotels is constantly changing and you are called to face the challenges of technological developments taking place daily.
These innovations affect the role of concierge, whose main purpose is to advise guests on out-of-hotel services and travel planning.
They can book a transfer, help them choose the right restaurant, find theater tickets, even if the tickets for a show are sold out.
Through their influence it is possible to achieve the impossible, helping in every possible way.
So if you wish to have the chance to improve the overall culture, environment and function of the Concierge team, start by trying to inspire and invest in the positive psychology of your work environment entities.
Walk the path of the visitor, make your own journey inside your hotel.
The visitor comes in contact with multiple elements of your business.
People, shops, objects, websites, applications, call centers, emails, reviews, ads.
Examine the facts from his own point of view to understand what he sees, what he reads, what he listens, how he feels, how he perceives them, how he evaluates them.
What will the reader gain?
By the end of this book you will know in great detail the function, the character and the staffing of a Concierge department.
You will also be able to offer high quality services and be able to successfully meet the needs of a guest of your hotel, who is accustomed to such a level of international hospitality.
The material is designed so that by the end you will have learned and shaped the hotel character and behavior that a new “team leader” needs, who aims to move among visitors, businessmen and personalities and to achieve the highest positions in both multinational and non-hosting companies.
Points of Sale
The book “All you need to become Hotel Concierge” is available in English through Amazon.com
- $ 18.00 Kindle edition (Electronically)
- $ 25.00 Paperback edition (Book)
Furthermore, it is available in Greek at the “Anthomelidis” store, at the Hyatt Regency Thessaloniki Hotel at the price of 25,00 Euros.
About the Author
Nikos Mitrou was born and raised in Thessaloniki. He is graduate of the School of Tourism Studies of Thessaloniki.
He has been active in the Hospitality industry since 1994. He has been working in the field of international luxury hotels, the multinational Hyatt since 1999 until today as Chief Concierge.
He had the opportunity to participate as a Task Force Team Manager in the opening of hotels, but also as a Concierge department Trainer, in Hyatt hotels abroad, where he was given the opportunity to propose methods and practices to make the Concierge service more efficient and customer-centric.
He has been a member of the International Association Concierge, Les Clefs d ”Or (UICH) since 2007.
He was given the opportunity by private training institutions to share his experience with new hotel staff and at the same time he was given the opportunity to offer mentoring services to postgraduate students.
He is passionate about Hospitality and one of his goals is to continue to contribute to making the Concierge profession more widely known, while he continues to learn daily from the ever-evolving Hospitality industry.
English (UK) 
Ελληνικά