Hospitality Masterclass: Luxury Concierge Training from Udemy

Join us as we delve into the world of luxury concierge with Santi Roggio, the Head Concierge of the Ultra Luxury Grand Hotel Timeo in Taormina, a Belmond Hotel, and President of the Golden Keys of Sicily. With his wealth of experience and expertise, Santi is not just a concierge; he's a maestro of memorable moments.

In our exclusive luxury concierge course, you'll unlock the secrets to elevating guest experiences and boosting sales. Discover the art of anticipating and fulfilling guest needs, transforming challenges into opportunities, and creating bespoke experiences that leave a lasting impression.

Learn from the best in the business as Santi reveals insider tips and strategies garnered from years of dedicated service. From leveraging the power of Les Clefs d'Or to mastering the art of personalized service, you'll gain invaluable insights that will set you apart in the competitive world of hospitality.

Whether you're a seasoned concierge looking to refine your skills or a hospitality professional eager to enhance guest satisfaction and drive revenue, this course is your ticket to success. Join us on a journey of discovery and excellence with Santi Roggio as your expert guide. Enroll now and elevate your hospitality game to new heights.

What's inside

Learning objectives

The history and purpose of the concierge
Concierge skills
The hotel gerarchy
Things you need to do before guest arrival
Guest arrival experience
Communication
Develop relationships with guests

Understand your guests in order to provide better recommendations
How to handle external suppliers
Selling experiences
How to handle a guest complaint
Things you need to do before guest departure
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The history and purpose of the concierge
Concierge skills
The hotel gerarchy
Things you need to do before guest arrival
Guest arrival experience
Communication
Develop relationships with guests
Understand your guests in order to provide better recommendations
How to handle external suppliers
Selling experiences
How to handle a guest complaint
Things you need to do before guest departure
Show more
Show less

Syllabus

Beginning

Introduction

Who is the modern Concierge and how was the Concierge born?

What are the duties of a Concierge?

What skills do I need to develop to be a great Concierge?

The Hotel Hierarchy

The Experience Begins before the Guest Arrival

How do I communicate with external service providers?

How do I carefully manage email communication with your guests?

How do I create the best arrival experience for my guests?

What to expect from your guest during their stay?

How to create an experience?

How to sell the experience?

How to handle complaints?

Pre-Departure Experience

Tips & Tricks

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Taught by Santi Roggio, Head Concierge of the Ultra Luxury Grand Hotel Timeo and President of the Golden Keys of Sicily, who brings a wealth of practical experience

Explores the history and purpose of the concierge, providing a foundational understanding of the role within the luxury hospitality sector

Covers essential skills such as communication, relationship development, and understanding guest needs, which are crucial for providing exceptional service

Examines the hotel hierarchy, offering insights into the operational structure and the concierge's role within it

Teaches how to handle external suppliers, which is essential for providing a wide range of services and experiences to guests

Focuses on selling experiences, which is a key aspect of the modern concierge role and a significant revenue driver for luxury hotels

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Hospitality Masterclass: Luxury Concierge Training with these activities:

Review Hotel Hierarchy

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Reviewing the hotel hierarchy will provide a solid foundation for understanding the roles and responsibilities of a concierge within the larger hotel structure.

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Research common hotel organizational charts.
Identify the reporting lines for the concierge position.
Understand the roles of other key departments.

Read 'Setting the Table' by Danny Meyer

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Reading this book will provide a deeper understanding of the principles of hospitality and how to create memorable experiences for guests.

View Setting the Table on Amazon

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Obtain a copy of 'Setting the Table'.
Read the book, focusing on the concepts of hospitality and guest experience.
Reflect on how these concepts can be applied to the role of a luxury concierge.

Read 'The New Gold Standard' by Joseph Michelli

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Reading this book will provide insights into the service standards and leadership principles that drive exceptional customer experiences in luxury hospitality.

View The New Gold Standard: 5 Leadership Principles... on Amazon

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Obtain a copy of 'The New Gold Standard'.
Read the book, focusing on the leadership principles and service standards.
Reflect on how these principles can be applied to the role of a luxury concierge.

Four other activities

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Role-Play Guest Interactions

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Practicing role-playing guest interactions will improve your communication skills and ability to handle different guest requests and complaints effectively.

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Find a partner to role-play with.
Simulate various guest scenarios, including requests, complaints, and inquiries.
Practice active listening and problem-solving skills.
Solicit feedback from your partner on your performance.

Create a Guide to Local Experiences

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Creating a guide to local experiences will help you develop a deep understanding of the area and its offerings, enabling you to provide personalized recommendations to guests.

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Research local attractions, restaurants, and activities.
Curate a list of unique and memorable experiences.
Write descriptions and gather images for each experience.
Organize the guide in a user-friendly format.

Attend Hospitality Industry Events

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Attending hospitality industry events will allow you to network with other professionals, learn about new trends, and gain insights into the luxury concierge field.

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Research local and regional hospitality events.
Register for events that are relevant to the luxury concierge field.
Attend the events and network with other professionals.
Follow up with contacts after the event.

Develop a Personalized Concierge Service Plan

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Developing a personalized concierge service plan will allow you to apply the knowledge and skills gained in the course to create a unique and valuable service offering.

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Identify a target market for your concierge service.
Define the services you will offer.
Develop a pricing strategy.
Create a marketing plan.
Outline the operational procedures for your service.

Career center

Learners who complete Hospitality Masterclass: Luxury Concierge Training will develop knowledge and skills that may be useful to these careers:

Luxury Concierge

A luxury concierge is a professional who provides personalized services to clients, typically in high end hotels or resorts. This role requires anticipating and fulfilling guests' needs, creating memorable experiences, and possessing strong communication skills, all of which are covered in this course. The curriculum will be extremely valuable for those entering this field, particularly the discussions of personalized service, handling guest complaints, and selling experiences. This course, by focusing on the expertise of a seasoned concierge, helps build the foundation for success as a luxury concierge.

See salaries and explore the career path for Luxury Concierge

Corporate Concierge

A corporate concierge provides personalized services to employees of a company, helping with tasks such as travel arrangements, event planning, and personal errands. This role often requires the ability to anticipate needs, communicate effectively, and create customized solutions. This course directly applies to this role by covering these topics, with a specific focus on the skills and techniques needed to create high end experiences. The modules covering guest relations, communication, and handling external suppliers are specifically relevant to this role.

See salaries and explore the career path for Corporate Concierge

Guest Relations Manager

A guest relations manager is responsible for ensuring that guests have a positive experience during their stay, handling complaints, and developing relationships with guests. This course is a good fit because it emphasizes anticipating guest needs, providing personalized service, and mastering communication, all of which are crucial skills for guest relations. This course's curriculum, particularly the emphasis on creating experiences and handling complaints, is very relevant to the day to day tasks of a guest relations manager and would directly elevate their ability to help guests.

See salaries and explore the career path for Guest Relations Manager

Front Desk Manager

A front desk manager oversees the operations of the front desk in a hotel, ensuring smooth check ins and check outs, and handling guest requests. This course is beneficial because it underscores the importance of the guest arrival experience, communication, and handling complaints, all of which are crucial for a front desk manager. The modules on communication, creating guest experiences, and handling complaints are directly applicable to the day to day tasks of a front desk manager.

See salaries and explore the career path for Front Desk Manager

Hospitality Consultant

A hospitality consultant advises businesses in the hospitality industry on how to improve their operations, customer service, and profitability. This course will be very useful to those interested in being a hospitality consultant due to its detailed descriptions of providing excellent customer experiences. This course provides concrete strategies for anticipating guest needs, handling guest complaints, and creating bespoke experiences, all from an industry leader. The course, by demonstrating the work of a highly successful concierge, provides insights into best practices for the hospitality industry.

See salaries and explore the career path for Hospitality Consultant

Customer Experience Manager

A customer experience manager is responsible for overseeing the end to end customer journey, ensuring satisfaction and loyalty. This role requires a deep understanding of customer needs, communication skills, and the ability to create positive experiences. This course is directly applicable as it revolves around anticipating needs, selling experiences, and handling complaints, with the goal of enhancing the customer experience. A prospective customer experience manager will find this course's focus on personalized service, and the entire guest experience from arrival to departure, to be crucial.

See salaries and explore the career path for Customer Experience Manager

Hotel Manager

A hotel manager oversees the daily operations of a hotel, ensuring guest satisfaction and smooth functioning of all departments. This course will be useful because it provides insights into the specific needs of luxury guests and the importance of personalized service, both of which enhance a hotel's reputation and performance. This course also covers guest relations, communication with external providers, and handling complaints, which are all essential aspects of hotel management. The course's focus on the luxury experience is a great foundation for those wanting to elevate their hotels.

See salaries and explore the career path for Hotel Manager

Travel Consultant

A travel consultant helps clients plan and book trips, offering advice and recommendations on destinations, activities, and accommodations. This course may be useful as it provides insight into creating curated experiences and anticipating customer needs, which are essential for a travel consultant. While the course focuses on the luxury hospitality sector, the principles of providing personalized service and understanding guest expectations are valuable for any travel professional. Specifically, the modules on selling experiences and personalized service stand out as helpful.

See salaries and explore the career path for Travel Consultant

Personal Assistant

A personal assistant provides support to an individual, often a high profile client, by taking care of travel logistics, appointments, and other personal errands. This course may be useful in understanding how to provide a high level of personalized service, how to anticipate needs, and manage logistics. By learning to create luxury experiences, a personal assistant can bring an additional level of customer service to their client. While the course focuses on hotels, the fundamental skills translate well.

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Training Manager

A training manager is responsible for designing and delivering training programs for employees. This course may be helpful as it provides insights into what constitutes exceptional customer service and how to deliver training on guest relations. The detailed syllabus around the concierge role can help a training manager create training modules for new hires. The course's focus on concierge skills, guest communication, and handling complaints provides a good framework for a training program.

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Event Planner

An event planner coordinates and manages events, such as conferences, weddings, and parties. This role requires strong organizational and communication skills, as well as the ability to create memorable experiences for attendees. This course may be helpful for an event planner by using its principles of creating bespoke experiences, understanding the customer, and managing logistics. The focus on the luxury guest experience can be helpful to an event planner who wants to create memorable events for high end clients.

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Executive Assistant

An executive assistant provides high level administrative support to executives, including managing schedules, coordinating travel, and handling communications. This role requires strong organizational, communication, and problem solving skills. This course will be useful because it teaches skills related to managing communications, anticipating needs, and providing bespoke services, all which can help an executive assistant provide a high level service to their executive. While the course focuses on hotels, the skills are easily translated.

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Service Delivery Manager

A service delivery manager is responsible for ensuring that services are delivered to customers efficiently and effectively. This role requires strong organizational skills, communication skills, and a focus on customer satisfaction. This course can help in developing a strong client focus. By learning how to create a positive guest experience from beginning to end, a service delivery manager will learn to focus on the client in their own field. The modules on communication, managing providers, and handling complaints are most useful.

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Sales Representative

A sales representative is responsible for selling products or services, building relationships with clients, and understanding their needs. This course may be helpful because it emphasizes communication, relationship development, and the art of selling experiences, all of which are critical for success in sales. By understanding how to anticipate customer needs and provide personalized service, as highlighted in this course, a sales representative can improve their customer relationships and in turn, their sales. The focus on 'selling experiences' is quite pertinent to a sales professional.

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Operations Manager

An operations manager is responsible for overseeing the daily operations of a business, optimizing efficiency, and ensuring smooth workflows. This course may be useful to an operations manager by providing insight into managing a team, handling logistics, and understanding guest needs as they relate to service. The course's focus on the guest experience and how to manage providers is a helpful perspective. The module on hotel hierarchy will also provide another view on management structure.

See salaries and explore the career path for Operations Manager

Reading list

We've selected two books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in Hospitality Masterclass: Luxury Concierge Training.

The New Gold Standard: 5 Leadership Principles for...

Save

Delves into the leadership principles and service standards of The Ritz-Carlton Hotel Company. It provides a framework for creating a legendary customer experience. It is particularly useful for understanding the importance of empowering employees and building a culture of service excellence. This book is commonly used by hospitality professionals.

The New Gold Standard: 5 Leadership Principles for...

Kindle Edition

Setting the Table

Save

Explores the philosophy of enlightened hospitality. It emphasizes the importance of creating exceptional guest experiences. It provides valuable insights into building strong relationships with guests and staff, which are crucial for a luxury concierge. This book is commonly used by hospitality professionals.

Hospitality Masterclass

Luxury Concierge Training

What's inside

Learning objectives

Syllabus

Good to know

Save this course

Activities

Career center

Reading list

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