Concierge Training

Professional practices recognize that their stock-in-trade is enhanced with a service-as-brand enhancement. Marenzana’s track record with top-tier law practices, White & Case and Paul Weiss Rifkind, establish the industry model for leveraging concierge-level services in Reception Services.
Each practice, in the legal or any professional services entity, is unique – there is one-approach-fits-all mindset.

Marenzana approaches development of a training protocol to be customized and typically include the following elements:

Concierge Services
* Discovery evaluations to identify the current-state of operational processes
* Interviews with Administrative Services and, as appropriate, selected Partners to identify the future-state expectation of operational processes
* Customize Concierge Services to professional firm’s standards in the following areas:
– Conference Planning
– Scheduling Space and Support Services
–  Yield Management (maximize space utilization)
–  Concierge Reception
–  Audio Visual & Presentation Technology
–  Conference Services/Set-up
–  Food & Beverage Services

Standards & Procedures Manual

Design/Implement Service Level Agreement

Performance Review Matrix

Guest Preferences Profiles

Telephone Etiquette

Guest Arrivals: interface protocols

Training Plan

* Team & Lateral Service Mindset * ‘Owning’ Guest Requests * Instant Guest Satisfaction Plan * ‘Smile: On-Stage Demeanor

Effective Guest Communications

* Active Listening Guidelines * Telephone Techniques

Place for Link to Subcompany

Marenzana Concierge Services, Inc. Phone: 212-735-0011 / 212-735-0071 Facsimile: 212-735-0011 jmarenzana@marenzana.com
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