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Holly Stiel is the voice of authority and experience in concierge
services. After sixteen years as chef concierge in a 750-room
hotel, she wrote Ultimate Service, The Complete Handbook
to the World of the Concierge, and has been giving keynotes,
seminars and training sessions around the world for over ten years.
She single-handedly started the concierge department at San Francisco’s
Grand Hyatt Hotel and was the first American woman admitted to
the exclusive international concierge association, Les Clefs d’Or.
She was a founding member of the association in the United States.
Passionate about the profession, she is frequently asked to speak
at concierge conventions worldwide. In 1999, in recognition of
her leadership and achievements, she was awarded the "Distinguished
Visiting Professor" award at Johnson & Wales University,
Charleston campus. This annual award is given to a professional
in the field of hospitality. This was the first time this honor
had been bestowed on a woman and a non-corporate executive.
Thinking Like A Concierge
The
practice of exercising creativity, ingenuity and efficiency to
fulfill a customer request are job requirements that are nurtured
and honed by the people who are known in hospitality for ultimate
service. The attitudes and skills that make a successful concierge
are applicable to many service oriented jobs, from administrative
assistant to security guard, ticket-counter clerk to telephone
service representative. It is the spirit in which the job is performed
that makes the difference. This unique and motivational approach
offers multiple benefits, from creating more harmony and teamwork
among co-workers to the priceless concept of doing less while
accomplishing more, all while delivering ultimate customer service.
When finesse rules over function, the art becomes the focus. Learn
how to think like a concierge.
Ultimate Service – The Art of the Concierge
Based
on her book, Ultimate Service, the Complete Handbook to the
World of the Concierge, the premiere concierge, Holly
Stiel, explores this multi-faceted profession, from the glamour
to the guts of it. With honesty, clarity, and delight, she covers
the perks of "Conciergeland" right alongside the nitty
gritty of routine requests, revealing a curious combination of
idealism and realism that culminates in true hospitality. Full
day or multi-day classes explore the mechanics, philosophy, skills,
and necessary characteristics for creating the comprehensive formula
necessary for a successful concierge department.
"This
course has accelerated our learning
exponentially.
Holly's wisdom continues to inspire us daily."
Tammi
Furce, Chef Concierge
Bellagio Hotel & Resort, Las Vegas
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SPIRIT, CHARACTERISTICS, PHILOSOPHY