Customer Reviews

Ultimate Service: The Complete Handbook to the World of the Concierge

5 star:		(15)
4 star:		(2)
3 star:		(1)
2 star:		(1)
1 star:		(0)

 

 

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.

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.

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.

I have been a concierge for over 20 Years. This is the most comprehensive training tool I have found. Although, I have worked in the field for many years, I still find valuable information contained in each chapter. This book will be an asset to a seasoned professional as well as as anyone new to world of the concierge.

The book is very useful especially for the professionals in the hospitality industry and guest services. Easy to understand and follow, full of real case studies. Can be referred in trainings of concierge clerks.

I first got this book in 1995, more than 10 years have gone by and I still find answers and inspiration in doing my job. I was dissapointed to see that some rated the book low as it didn't give tips on how to start a Concierge business, this book teaches you the art of concierging and you must be a concierge before starting a business not the other way around. I have seen Holly at work and this is just her reflection on what true customer service is.

This book is a must for anyone that is thinking about this profession as a career, especially hotel. This book will make you rethink the importance of Concierge services.

I have read many of the books in the area, and this is probably the best reference tool / framework I have come across for hospitality / concierge.

I believe this is the Bible of the Service Industry! I highly recommend this book to anyone wanting to educate themselves on what it takes to become a true professional in any type of customer service field. Although the book is based on the "concierge" business, it should be read by anyone wanting to be the best in the industry. I am a personal assistant and found the book to have several hints and tools that I can utilize to better myself and expand my range of expertise to clients. Again, I truly belive this book is a MUST READ for customer service contingents.

I found this book by chance as I was browsing titles and was very taken by its title. I was very pleased with its content. I found it to be textbook-instructional regarding concept and practice, as well as a general guide for setting up one's own concierge operation - whether that be in a hotel, corporate office building, or other high-profile "hub" service environment. After having spent more than 20 years as a NYC hotel manager, I found this book a refreshing read. It helped me reaffirm within myself the reasons why I pursued a hospitality career in the first place. I was additionally pleased to have discovered that I had actually worked with some of the hospitality professionals given credit by the author during my own career!