13 February 2020 - 0 Views - Interviews

Interview Chedli & François

 

team Starling hotel geneva employees quality concierge service guest oriented

Title: Concierge

Departement: Front Office

Seniority:

Chedli arrived 17 years ago and has been successively Porter, Driver, Shift Leader and Concierge.

François arrived 5 years ago, has been successively Porter, junior concierge and currently concierge.

Team: 2 concierges, 1 junior concierge, 8 drivers & porters

At customer service 7 days /7 from 5:00 am to 11:00 pm

How do you define your role as a concierge at Starling Hotel Geneva ?

François

We welcome and advise guests staying at the hotel or those attending an event at the Starling Hotel Geneva. We are facilitators of daily life and we answer all requests ranging from restaurant reservations, sightseeing tours in and around Geneva, the organization of private transfers, but also provide transfers for airlines and local companies under contract with Starling Hotel Geneva.

Chedli

Our teams welcome guests at the airport and provide the shuttle service, we listen carefully to the needs of our business or leisure customers and we respond more fairly and efficiently to their requests. The concierge at Starling Hotel Geneva coordinates the work of the baggage handlers and drivers. Finally, our role is to know and recognize our clients in order to offer them a personalized service.

To satisfy our international clientele, 11 different languages are spoken at the hotel reception (French-English-German-Italian-Spanish, Chinese, Arabic, Somali, Albanian, Serbian, Tamil).

What do you think makes the Starling Hotel Geneva unique?

François

Starling Hotel Geneva is the biggest hotel in Switzerland with 496 rooms and its 5500 m2 congress centre. The location is ideal for business clients, 3 minutes from the airport, 2 minutes from Palexpo, close to the motorways and 15 minutes from the city centre. Our team of 8 porters & drivers make permanent rotations every 15 minutes to and from the airport.

Starling Hotel Geneva also offers very nice services for our leisure clientele with 3 restaurants & bar offering fine Italian or international cuisine as well as a 1500 m2 fitness centre, a 28°C swimming pool open 7 days a week and a shaded terrace in the summer months.

Chedli

It is a real pride to be a concierge in Switzerland’s largest hotel, a 100% Swiss company, located at the heart of every event and contributing to the dynamism of the Geneva destination.

Every day, we strive to offer our clients a service based on Swiss values such as precision, efficiency, punctuality and cleanliness, all in a safe and secure environment.

What human and professional qualities are necessary to be a good concierge?

François

Concierge at Starling Hotel Geneva means listening to its clients, remaining discreet, adapting to their needs and also being proactive and think ahead.

As a concierge, we must have a very good knowledge of the tourist attractions of the destination, of the restaurants and bars in Geneva according to the desires and have a well supplied address book.

Chedli

First of all, the concierge at Starling Hotel Geneva represents the image of the establishment and must be impeccably dressed.

Secondly, the concierge at Starling Hotel Geneva must be curious, efficient, master several languages and be an extremely attentive listener.

Finally, memory and good organisation in his work are essentials to offer the client a costumized service. We must be highly adaptable and be able to work in a reactive manner in a team spirit.

 

You are advising an international clientele, what are their most frequent requests ?

François

Swiss gastronomy, lakes & mountains are the best sellers!

Indeed the most common requests are chocolate, cheese or Swiss wine tasting, booking of raclette fondue potée charcuterie restaurants, excursions to the Mont-Blanc or the lake shores and sometimes our clients even wish to do everything in one day.

Chedli

We are regularly asked to organize private transfers in Geneva or anywhere in Switzerland. Finally, we sometimes have to respond to more romantic requests such as arranging rose petals or more practical requests such as forwarding forgotten items.

Our business clients like us to provide service with efficiency, speed of execution, flexibility and punctuality. These requirements are our daily driving force.

 

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