Over the past several years, we, the service providers of Mandara Spa at the Hilton Hawaiian Village Beach Resort and Spa, have noticed a decline in the workmanship, pride, accountability, and judgement of our concierge department. As the forefront of service with our spa, we believe that the concierge department should be customer service at its best. Sadly we feel that the professionalism and consistancy of this department is in great need of refinement in terms of handling our guests, thoroughly coordinating reservations, and recieving constructive/corrective actions when needed. As Service Providers, we rely on this department for the treatments that we recieve to make our comissioned wages. In effect, our wages (to an extent) are based on the performance of our concierge department. To maximize booking potential, productivity for the company, and financial gain overall for everyone, the concierge department MUST undergo a refinement starting from the top. We are not able to solve problems with the same mindset that we had when we created them and as such the department will NOT change unless its superiors wants it to. By creating an atmosphere with strict yet educative and constructive discipline, insitlling a passion for the industry, and holding our MODs accountable for their respective departments, we can build a stronger Concierge Team.
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