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Who The Concierge Wants To Know, And Who He Doesn't Want to Know

September 26, 2011 at 3:00 PM | by | Comments (0)

He's known as @ConciergeCorner on Twitter who's not afraid to dish on all the crazy things that guests ask concierges. But he also might be the concierge fielding your requests during your next hotel stay and he's got a few tips on how to get the most out of your concierge contact. This week, he's talking about How He Knows Who He Knows. (And no, that's neither @ConciergeCorner or his hotel in the photo above.)

In the hotel business, as in other industries, it’s as much about what you know, as who you know.

When a guest comes to me with a last minute request, I could know all the words in the dictionary, but it's people in the right places that can make things happen. The “must have” gaming system, new Apple product, limited edition handbag or what have you, it’s knowing the right people in a variety of places in the city that can make you a star in the guests’ eyes.

Sporting and concert event-wise, having contacts both in and around the actual venue are great, but knowing brokers and sponsors can be just as beneficial. One always wants to have a back-up plan in my business.

At times, it’s also is useful to have family or friends in certain occupations or other notable professions. Last minute or weekend doctor visits are made far easier when I have an “in” versus a cold call to a receptionist.

More often than not, people who come to me saying “send your guests this way” will likely not be of much use in a time of need. Many restaurants will reach out to me when they are slow, seeking for me to send them diners, yet when they are busy, many of those same restaurants pull the all too familiar “we are fully committed” card. It’s these restaurants that soon go to the bottom of my list of suggested restaurants. I never like telling a guest “sorry” or “no,” so for them to be responsible for both is not good.

All in all, I much prefer contracting with and soliciting favors (when appropriate) from those I personally know, and of course I am more than happy to return the favor accommodation-wise should they ever call on me. #JustSayin

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