TC67: HOW TO BE AN EXCEPTIONAL CONCIERGE – BEST PRACTICE
This is a full-day classroom-based training course that seeks to raise the level of service given by concierges, porters, and caretakers in a fun and interactive way using videos, role plays and group discussions. It also covers fire safety responsibilities faced by on-site staff. This course is tailored to cover what is expected when working on-site in residential buildings.
The course aims to give an overview of:-
- The role of a Concierge and on-site staff
- Core values
- Residents’ expectations
- Image and grooming
- Exceptional customer service and the customer experience
- Key procedures
- Efficient problem-solving and complaints handling
- Concierge best practice
- Fire safety responsibilities
This programme is suitable for all on-site staff who interact regularly with residents. Whether on-site staff are new to the role of a concierge or are experienced in front-of-house but lacking residential experience.