Ultimate Service: The Complete Handbook to the World of the Concierge [Facsimile] [Paperback]

Holly Stiel (Author), Delta Collins (Author)

Book Description

ISBN-10: 0131753576 | ISBN-13: 978-0131753570 | Publication Date: December 1, 1994 | Edition: Facsimile

For courses in hotel management and service, this sourcebook covers the job of the concierge. It includes topics such as building relationships, telephone manner, handling irate customers and organizing the concierge department. Emphasis is placed on service and wider responsibilites.

Editorial Reviews

Review

Our bible, we use it to train every new concierge and as a refresher whenever we need an attitude boost -- Tammi Furce, Concierge, Bellagio Las Vegas testimonial

From the Publisher

For courses in hotel/motel management and service, this complete sourcebook covers every facet of the job of concierge. The book includes topics such as building relationships, the telephone manager, handling routine and unusual requests, handling irate customers, and organizing a consierge department. Emphasis is placed on the responsibility of the consierge to provide the best possible service. The impact of the consierge in relation to the overall image/operation of the hotel is also discussed.

See all Editorial Reviews

Product Details

• Paperback: 200 pages
• Publisher: Prentice Hall College Div; Facsimile edition (December 1, 1994)
• Language: English
• ISBN-10: 0131753576
• ISBN-13: 978-0131753570
• Product Dimensions: 10.9 x 8.4 x 0.6 inches
• Shipping Weight: 1.2 pounds
• Average Customer Review: 4.6 out of 5 stars  See all reviews (19 customer reviews)
• Amazon Best Sellers Rank: #882,243 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

18 of 21 people found the following review helpful:

5.0 out of 5 stars The book for service enthusiasts, July 1, 1998

By A Customer

This review is from: Ultimate Service: The Complete Handbook to the World of the Concierge (Paperback)

This book brings to the reader a great sense of love to serve and shows you the do's and dont's of how to do it. I would reccoment this book to anyone who loves and feels need to help others. It is written from someone who worked in hotels, why not listen and apply it to any field. Service is Service and anyone can benefit from the wonderful work of Holly Stiel and Delta Collins.

8 of 8 people found the following review helpful:

5.0 out of 5 stars Finally an overall veiw of what it is like to be a Concierge, June 23, 1998

By A Customer

This review is from: Ultimate Service: The Complete Handbook to the World of the Concierge (Paperback)

I am a hotel Concierge, I love my job and I love to share with others exactly what it is that I do. Sometimes that is easier said than done. Thats where Holy's book comes in handy. I have also used it as a training tool and for my own inspiration.

5 of 5 people found the following review helpful:

5.0 out of 5 stars Comprehensive Guide. Price Varies: from 30 to 3,000, December 21, 2006

By 

Zen Nataraj - See all my reviews

This review is from: Ultimate Service: The Complete Handbook to the World of the Concierge (Paperback)

I bought this book for my brother who is a Chef Concierge. As I was looking for a title, I came across some interesting findings about "Ultimate Service", which I share in this review. I am not a professional in the field, but this handbook seems indeed very comprehensive and effective. It is not about setting up a small business, but what the profession actually is and how it is managed on a daily basis. My two main points are as follows.

First, nowhere on the internet I could find the content list showing the book structure. So, as I now have the book, regrouping its 17 chapters, these are the main topics in panoramic view: 1) philosophy and ethics; 2) the profession in general; 3) relationships and mentality; 4) routine management (huge part); 5) dealing with the press, and coping with stress and angry customers; 6) industry, technology and the future of the profession; 7) appendix with management forms.

Second, you need to consider buying this book asap. I phoned Prentice Hall (publisher) to get the content list (above), and found out that the book is out of print, and that they no longer have rights over it. I then realized why the publisher has no memory of the book, when I came across one of Holly Stiel's websites: a very elegant, New Agey business project focusing on customer service, now selling a repackaged version of the same ideas in a book with CD-ROM for $3,000 (no typo here). So, think hard and answer: why pay $3,000 if you can get the essence for $30 (while it lasts)?

In sum, I recommend this book, both for its substance and price.