Addressing guest service issues and fostering a Culture of Care at Canyon Shadows Resort by improving concierge engagement.
As a luxury resort, Canyon Shadows Resort provides concierge services to its guests. The concierge desk is located next to the front desk. Guests often approach the front desk receptionists to request concierge services such as booking activities and making restaurant reservations, even though that is not their primary responsibility. Front desk staff have complained to you, the front office manager, who oversees both the front desk and concierge desk, that guests come to the front desk because the concierge staff appear unapproachable, looking down at their computer screens, and speaking into their Bluetooth headsets. After observing the concierge staff yourself, you find that they are more focused on booking activities and restaurant reservations for future guests (on the phone and computer), which earn them concierge commissions, than on answering questions for guests who are currently staying at the resort.
Answer the following questions to indicate your effort to provide exceptional guest service:
