Ultimate Service: The Complete Handbook to the World of the Concierge

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9780131753570: Ultimate Service: The Complete Handbook to the World of the Concierge

For courses in hotel management and service, this sourcebook covers the job of the concierge. It includes topics such as building relationships, telephone manner, handling irate customers and organizing the concierge department. Emphasis is placed on service and wider responsibilites.

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From the Publisher:

For courses in hotel/motel management and service, this complete sourcebook covers every facet of the job of concierge. The book includes topics such as building relationships, the telephone manager, handling routine and unusual requests, handling irate customers, and organizing a consierge department. Emphasis is placed on the responsibility of the consierge to provide the best possible service. The impact of the consierge in relation to the overall image/operation of the hotel is also discussed.

About the Author:

Holly Stiel, M.A. is a pioneer in the field of customer service. Nearly 25 years ago, she walked into the international convention of Les Clefs d’Or in Vienna as the first American woman admitted to the exclusive international concierges’ association.

Stiel single-handedly started the concierge department at San Francisco’s Grand Hyatt, and was the chief concierge for 17 years. Her leadership served as the model throughout the Hyatt corporation.

Holly Stiels company Stiel Media LLC developed the customer service training program for Hampton Inns and Hilton Garden Inns using state of the art interactive DVD formats.

Other hospitality clients include: Bellagio Hotel & Resort, El Dorado Hotel & Casino, Hilton Hotels, Hyatt Hotels, Lodge at Koele, Loews Hotels, Marriott Hotels, MGM- Las Vegas, Peninsula Beverly Hills, Premier Resorts, Sandals Resorts, Sheraton Hotels, Sonesta Int. Hotels & Westin Hotels & Resorts.

Stiel has also been featured as the keynote speaker at many professional organizations, including the Hotel Sales Marketing Association, Meeting Planners International, The California Governor’s Conference on Tourism, Professional Association of Innkeepers International, The Bank Marketing Association , Society of Human Resource Management, and the Association of Homecare Providers.

Stiel is the author of 3 books on customer service. Ultimate Service, The Complete Handbook to the World of the Concierge, considered to be the definitive work on this topic. Thank You Very Much- A Book For Anyone Who Has Ever Said, “May I Help You” and Her most recent book, The Neon Signs of Service Getting to the Heart of the Matter in Customer Service..

Her Masters Degree is in education. She has taught at the Hospitality School of The University of Nevada, Las Vegas and the International Concierge Institute, U.S.A. and Canada. In 1999 Holly was awarded the “Distinguished Visiting Professor” award from Johnson & Wales University, Charleston Campus.

Holly Stiel brings experience, credibility, humor, enthusiasm and consummate professionalism to every speech, training session and consultation she delivers.

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Holly Stiel, Delta Collins
Published by Prentice Hall College Div (1994)
ISBN 10: 0131753576 ISBN 13: 9780131753570
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