Concierge Ltd.

About outsourcing

What is outsourcing

Today, among the various ways of work-force supply, outsourcing is more and more significant. According to a brief definition:

outsourcing=time and money saving

The point of outsourcing is that the work-force/employee is not on the staff of the company, thus, the company is freed from entering and leaving procedures, from severance pay in case of quitting, payroll and other labour related issues. Its further advantage is that the service can be used for the tasks defined by the company for any period or number. Until now it was especially effective in case of scopes of activities that are easily substituted, such as administrative positions, secretary, accountant, interpreter-translator, IT specialist etc. and in case of jobs not requiring professional education.

Concierge Ltd - broadening its scope of operation - started to yield outsourcing services in 2006, in fields that requires hotel and catering education, for example operating a hotels concierge desk through outsourcing or the high quality service of banqueting events' guests.

When is it worth to use this service?

In case you need assistance in carrying out occasional tasks.
(for example accomplishing different actions, banqueting events)

In case of not typical employment: part time, weekends and carrying out casual type of tasks

It is useful because it reduces costs: there are less fix costs, there is a possibility of bill of costs.

for the periods of trainings, professional courses

in case of cutback due to the owners' expectations

Why us?

Specialization is very important in order to yield the most appropriate professional quality. Concierge Ltd has a thorough experience in the field of hotel, catering and services as such, and this helps you approaching your clients proactively.

Our intermittent colleagues are chosen through interviews and profession oriented tests as our permanent colleagues. Nevertheless, since the intermittent employment requires special suitability, we pay particular attention to the personality and reliability in this case. Our candidates are educated, flexible and zealous, thus, they can adapt to the new work situation smoothly.
We not only offer employees for certain positions but also undertake the entire running of special hotel fields, such as managing hotel restaurants or concierge desks or even the complex operation of hotels.

In case of well defined scopes of activity, we can organize the ideal candidate even within a day.

The administrative tasks fall on us: no burden on your company - payroll, entrance and leaving of employees, making labour contracts, keeping contact with the tax authority, solving the staffs administrative and other problems, carrying out salary issues.

You pay the outsourcing fee according to the services invoiced, based on worked hours. Invoices are issued monthly, or after the work is done, on the basis of the attendance register.

We have a permanent webpage and other communication vehicles. Due to continuous employee supply we are ready for the usual missions.

Outsourcing in hotel concierges

Antecedents...

In the last few years building new hotels in Budapest increased to a considerable number, especially in the field of 4 and 5 starts hotels (Corinthia Grand Hotel Royal, Four Seasons Gresham Palace, Boscolo New York Palace, Best Western Preimer Parlament...). The already existing hotels received a serious task to keep their circle of guests, since the increasing capacity was not accompanied by a growth in the guest numbers. A fierce battle started for the guests regarding the prices.

Some hotels and hotel chain introduced significant saving measures and staff reduction. Those working in the background (informatics, technologist, cleaning and security staff) were replaced by the employees of Hungarian outsourcing companies. This made the staff budgeting efficient in the short term, and it immediately lead to a saving of expenses. However, more companies understood the procedure of cutting down in a way that they gave up their colleagues working in a direct relationship with the guests.

As a result of the increasing competition, nowadays not the guests search for a hotel but the hotels have to look for, get hold of and keep the guests. This simple formula means a diverse and complex task in all fields of the hotel life, but especially in the Front Office.
The employees of the Front Desk cold not be replaced by ancillary staff, thus, in this field the appropriate staff budgeting or the reduction of the service was a possible solution.

The American pattern of the change of a credit card and keycard and a couple of brochures is not viable in Europe. This self-service system is maybe quick and simple but it ignores the importance of human relationship, trust and quality service, although, this is what the guests of the future especially expect. A high number of guest-questionnaire proves that guests demand care, they need trained, balanced, helpful and professional concierges.

A great burden is imposed on the reception and the cash desk. They do a lot of administrative work, thus, they are unable to perform the concierge tasks in the appropriate quality, even with an optimal task-reorganization. All other actions that tried to solve this problem ended in failure. On the one hand a payable but inexperienced beginner is not able to handle the guests' requests. On the other hand, in case of an agreement with a travel agency, the agency does not represent the interests of the hotel: it cannot carry out the classical concierge services.

The task is simple: to increase cost efficiently the quality of the service with trained concierges.

We offer a solution for this.

Why...?

because the concierge has a role of overriding importance again.

In their era, Sieler, Ritz, Bucher-Dürrer recognized the needs of the guests due to their incredible creative and enterprising mind and they became the great names of the hotel business. Today the guests require more than comfortable bed, tasteful dishes and nice surroundings. It is a considerable task to recognize and to adjust to the changing, partly hidden demands of the market in time.

As a result of the fight for the guests, the person, views and needs of the consumer received an increased value. Nowadays, the guest dictates and reports his or her new needs. As a consequence of the demographic tendencies of the highly developed markets the potential circle of guests is shifted towards the middle aged and elderly generations, which represent a greater spending power. Of course, this is accompanied by the increased importance of the individual needs.

The technical possibilities of the 21th century ensure such high level conditions that the hotels of the future will be only able to excel among the competitors with being aware of the increasing importance of high quality services and satisfying the individual needs. In order to do so they need information, since the basic condition of future planning is to obtain a precise picture of the present situation. Those who are in a direct connection with guests play a key role: they can gain the most important information from them, which can all promote the improvement after the assessment.

On the other hand, the furniture and equipments are similar in all hotels, for example beds, tables, cutlery, glassesetc. These objects can be copied. However, quality service and atmosphere cannot be copied (or at least it is very difficult): this is the service provided by the Concierge Ltd.

The Concierge Ltd. focuses on satisfying the guests' needs on the highest level: it receives the guests with true, sincere hospitality. It endeavors to provide a traditional, flexible (as being human centered) and complex service. After all, for the hotel the most valuable is the returning guest who shares his experiences with others. Thus, the aim of the future services cannot be else but the absolutely satisfied guest. This further increases the significance of the concierge, and leads to the fact that the hotel cannot work without an effective concierge. The concierge is the flavor of the hotel, he or she forms the circle of the regular guests, and can do the most for the positive picture formed of the hotel. In fact, they are the ones who mostly enhance the hotels reputation.

because the guests - even if this is not correct - does not differentiate between the staff and the company.

Whether the guests have positive or negative experiences about the hotel is often related to their experiences with the employees having had direct connection with them.
Our colleagues are always smiling, experienced young men who speak more languages and are trained by ICI concierges. Apart from testing specific skills (reliability, problem solving, flexibility, self-control) and receiving professional studies (Concierge Professional School), they also get hotel specific preparation.

Moreover, the Concierge Ltd. puts a special emphasis on assuming individual responsibility. This is a guarantee that our staff will be helpful, precise and polite. When our colleague starts to work with a guest, he or she has to check the satisfaction of the demand from the beginning to the final moment, no matter whether this is a usual request or a special one. Our colleague always tells his or her name to ensure the guests that someone is personally taking care of their request.

because our colleagues pay a special attention to the guests' comments.

Guest comments mean significant and valuable information that can be utilized when they are realized in time, dealt with seriously and in certain cases are forwarded to the appropriate management by the staff. This can improve the quality of future services, and, besides, a satisfied, loyal guest can be gained for the hotel.

because our colleagues always possess up-to-date, precise information about the current programs.

because the existing Front Office can do its own tasks and the staff budgeting can be more efficient.

because the hotel can save expenses.

The Front Desk expenses will be clear, measurable and easy to plan. The company can concentrate to its basic work, the energy gained with the tightening of the profile can be devoted to the increasing of the market share. Of course, this means a profit.