Private concierge: human qualities first and foremost
The quality of a concierge service depends to a large extent on the responsiveness and relevance of its responses, and therefore on the skills of its concierges. But what qualities do you need to become an excellent concierge? Discover a profession that puts people at the heart of everything we do.
The prevalence of interpersonal skills
Many candidates apply to John Paul with experience or an academic background in hospitality, human services or travel agency. While this can be an asset, it is far from a determining factor. When it comes to concierge services, it's personality that counts: interpersonal skills take precedence over know-how.
The quality of a concierge's service depends on his or her ability to be courteous, available and committed to the person for whom he or she is responsible. Beyond the technical aspects, which are acquired through training (and experience), the Concierge's responses to requests will be accurate and personalized if he or she knows how to be curious, attentive and thoughtful. Finally, the Concierge profession requires reliability and responsiveness.
Trained in John Paul excellence
Providing a concierge service of excellence also means being an ambassador for the high standards and values of John Paul. "All our Concierges are trained to respond to our members' requests with seriousness and professionalism.
As soon as they arrive, each new employee begins a training program lasting several weeks. The aim is to develop knowledge of John Paul's different Customers and Members, to familiarize them with management tools, to qualify requests so that they can be redirected to an in-house specialist if necessary, to identify the resources needed to respond... Specific practical exercises are carried out, enabling each Concierge to adapt his or her responses to John Paul's values. New Concierges are also coached in the organization of their work, so that they can prioritize their actions and effectively pass on the necessary information to the person who will take over, as the service is available 24/7.
John Paul Concierges handle confidential data requiring special protection. As part of their training, they receive PCI DSS (Payment Card Industry Data Security Standard) certification, which ensures a high level of security for both members and banking organizations.
Concierge services require an acute sense of service, coupled with genuine attention and empathy. The best Concierges are those who know how to put people at the heart of both their thinking and their actions. At John Paul, it's personalities and human qualities that we value first and foremost, in order to build a team that understands and anticipates our Members' needs.
