What is Success for a Hotel Concierge?

Success Hotel Concierge

Kyle Barnes, Fourth Row seats at the Ryman Auditorium to see Sturgill Simpson… Dinner before the show at Rolf & Daughters… 7:30 PM, …Two Negroni’s on the rocks waiting at the table… Must be seated in Clinton’s section, the Lead Waiter for over 5 years. Red Roses. Mr. Barnes has a special note for his wife to be delivered by the restaurant at 8:15 PM… Private tour of The Belle Meade Plantation the following day.

Any concierge can tell you that the job is challenging, but forever and always rewarding.

We have the great responsibility of anticipating and meeting the needs, wants, and curiosities of our guests.

Being a great concierge is about delivering outstanding customer service within a non-stop twenty-four-hour cycle.

With the wonderful aid of our software ALICE and amazing team, success feels like the handshake Mr. Barnes gives me when he returns to the hotel from dinner and the show.

It’s the way it feels when you know you’ve done a good job, or made someone’s day. It’s knowing that the vintage bottle of Dom Perignon will be in Mr. Barnes’ room on ice five minutes before he returns for the evening. It’s knowing with confidence and certainty that the job has been completed.

Our concierge software, ALICE, enables each department of any hotel, to have eyes and information on any guest request. This way, every employee has up to the minute information on what is going on or needs to be accomplished throughout each day.

Every day at a hotel is a tabula rasa. You never know what is going to happen! It’s the joy of the business. Our software helps us communicate effectively.

The ALICE platform is a good system because it not only records guest information, but it presents it in a beautiful way.

This in turn gives me more time to interact with our guests, which translates to guest satisfaction, which means success!

My primary employment of the platform is as a tool of remembrance. We’re all human, and to recollect all the details of a guest like Mr. Barnes is nearly impossible. What our software is capable of is recording guest experience down to every aspect.

In the special info section of the guest request field, an employee can record every nuance of an individual’s interests or preferences. Mr. Barnes likes country music, his wife loves Earl Grey Tea, he prefers Rolf & Daughters over City House.

With the help of our software and tremendous team, I will be delivering a Negroni on the rocks to Mr. Barnes upon his check in, one year after his last stay at the hotel. Oh wait, I forgot what Jack’s gin preference is? No problem, let me just login and speak to my team.


80 DAYS Benchmark
80 DAYS Benchmark
Erik Rocca, Lead Concierge at Thompson Nashville, was born and raised in Chicago, Illinois and London, England. He graduated from the University of Notre Dame with degrees in English Literature and Art History. Since working for the gallery, Erik has been represented by Ford Models and Wilhelmina Models with a client list that includes Barney's, Nordstrom, Cadillac, Thom Browne, and Moncler. Forever interested in hospitality and luxury guest services, Erik took a position with the Thompson Nashville in the autumn of 2016. He lives and works in New York City and Nashville, Tennessee.