This book details every aspect of the profession of hotel concierge, focusing on the service issues and opportunities that have shaped the concierge profession. The book features illustrative true stories, immediately implementable tips, and occupational hazards, collected from concierges and service experts from all over the world.

Topics include:

• Thinking like a concierge
• Building and nurturing relationships
• The effects of technology on the concierge’s role
• The evolution of the concierge phenomenon

Author: Holly Stiel, with Lin Ivice
©2011, 18 chapters, Softbound
ISBN 978-0-7627-7852-2