Concierge Appreciation Day

The arrival of Spring is a great time to consider the first impression that your guests receive when they come to visit the community. Your concierge is the front line for your sales team, and this impression is a crucial part of the sales process. 

Here are some important factors to consider about the first impression your lobby and concierge are setting for guests:

• Is the desk neat and clutter-free? How many drinks does your concierge have going at one time? It’s important that the desk area look neat and tidy to reflect your community’s attention to detail and organization abilities. 

• Is the check-in process stream-lined? Depending on your area’s COVID restrictions, work hard to eliminate any barriers to entry. Guests shouldn’t have to provide their name, address, social security number, and first-born child to enter the community. The entry process should be easy and painless for all visitors. 

• Is there a plan in place for your concierge to take breaks? I’ve been to many communities where the concierge has stepped away for a minute, and the first impression is that nobody is minding the door. Your staff should be as attentive to your guests as to your residents, demonstrating the high level of care your community provides.

In addition to making sure your community gives a good first impression to visitors, be sure to recognize your concierge team for all their hard work! They wear many hats in the community to keep the whole place up and running smoothly. Their efforts manning the phones, chatting with residents, and greeting new family members positively impact your community, even if you don’t always think about how much they do on a daily basis. 

Consider how you can honor the front desk team at some of your key referral sources. They need some love as well!