The Complete Concierge MasterClass

Trace the origins of the concierge in France and royal courts, and discover the evolving hospitality role through Santi Riggio's master class at the Grand Hotel Tamayo Taormina.

Explore how the modern concierge navigates vast information and guides guests using experience and know-how, from traditional hospitality roots to today’s information-rich landscape.

The concierge serves as the keeper of the land's stories, a storyteller, advisor, and problem solver who uses local culture, customs, and anecdotes to craft unique, unforgettable guest experiences.

Develop concierge excellence by applying psychology to understand guests, anticipate needs, and exceed expectations through thoughtful gestures and attentive service. Stay calm, convey emotion, and deliver memorable experiences.

Explore the hotel hierarchy from the general manager to department heads, room division and food and beverage leaders, and frontline roles like concierge and guest services.

Define how the guest experience begins at booking by collecting preferences, allergies, and travel purpose to tailor pre-arrival information, experiences, restaurants, and transfers.

Dialogue with outside providers is critical; treat them as partners, and collect essential booking details like client name, party size, flight info, and contact number, then recap via email.

Learn to craft detailed, professional emails by carefully reading guest messages, highlighting answered questions, and maintaining formal, respectful language to ensure clear, complete responses.

Create an exceptional arrival experience by warmly welcoming guests with doorman, valets, and concierge service, then add unique local touches such as welcome drinks and local language greetings.