Mastering The Concierge Advantage: The Art of Exceptional Service

Mastering the Concierge Advantage: The Art of Exceptional Service

Summary

Drawing on her extensive experience in the concierge industry, Katharine will help you find your focus and become the best in the business. She will also teach you and your staff how to tap into and trust your intuition—the magic ingredient you’ve been searching for!

Her unique approach shows you how to provide over-the-top customer service that goes above and beyond your competition. By course completion, your front-line staff will adeptly think, act, and respond like five-star concierges, delivering seamless, memorable, and joyful white glove service to your customers.

Who has Katharine trained?

A world-renowned concierge trainer and skilled troubleshooter, Katharine is recognized as one of the original founders of the independent concierge industry. She has consulted and trained major social media firms, hospitals, security and real estate management companies, and front desk staff from various sectors.

Katharine’s clients range from Fortune 500 companies to startups. Renowned for her effective methods, she has helped numerous businesses achieve exceptional service and industry-leading results.

While semi-retired, Katharine has transitioned away from the independent concierge industry but remains actively involved in training corporate groups.

This program is defined by staff who are warm, friendly, approachable, engaged, enthusiastic, and knowledgeable. Our training program equips you with the tools to offer exceptional customer experiences and inspires you to go above and beyond. Katharine’s proven methods will help you exceed customer expectations.

Katharine instills principles of consistency and professionalism for interacting with customers, guests, residents, tenants, or patients. You will learn to create memorable, seamless, and positive service experiences. People might not remember what you said, but they will never forget how you made them feel. It all begins with ensuring every interaction is conducted at the highest level of service excellence.

Katharine will show your staff how to handle customers in a way that builds trust and positivity. You’ll learn how to maintain a warm, friendly and approachable attitude that makes people feel understood and happy with your service leading to repeat business! Why would they go somewhere else? Other places couldn’t possibly offer the concierge-level service that you do.

The training will teach your staff…

Effective Communication Techniques.
Anticipating Customer Needs.
Mastering Telephone and Digital Communication.
Business Etiquette and Manners.
Speech: What to Say and How to Say It.
Professional Image: Dressing and Acting the Part.
Body Language and Nonverbal Cues (Including Tone of Voice).
Presenting a Positive Attitude.
Handling Difficult People and Challenging Situations.
International Protocol.
Using Forgiveness as a powerful strategic business tool.
Trusting and utilizing your intuition as a valuable tool in business decisions, acknowledging its ability to offer unique insights and guide strategic choices.
And Much More!

Everyone can do the big things right. It’s the little details that set you apart. In the Olympics, athletes often win by a hair—it’s that extra effort that makes the difference.

Please call or email us for a custom quote

What client’s are saying about Katharine’s programs

“Katharine was the epitome of professionalism with developing the course content to align with our culture of Love Promise and provided extremely relevant content to our class of Service Concierges. Her presentation style is timeless and she connected very well with 4 generations of service concierge’s.” Raymond Smit, Subaru of America

“Katharine’s training was precisely what our staff needed to propel customer service in our organization to a whole new level. She provided highly-relatable content for our staff who vary in age from 16 – 60 years. Katharine was delightful to work with, amazingly intuitive, and met our tight timeline for production of the training modules. The training was an excellent investment that will stand the test of time.” Linnet O’Hanlon, General Manager, Eugene Swim & Tennis Club

“I worked with Katharine Giovanni over a 7-month period on behalf of my company, Black Knight Security. We are a boutique provider of security officers and we were looking for a company with the experience in providing a training course for our security officers in a market that we would like to grow our business in. From the very beginning, Katharine had listened and understood the inter-working of our needs and provided a virtual solution within a couple of days. She was very patient with us and provided all the necessary changes we had asked her to. She provided a customized virtual training curriculum that we otherwise would not be able to find anywhere else. I looked everywhere on the internet and found nothing that would fit our needs. She literally hit it out of the ballpark for us! She was fantastic to work with and never hesitated to provide all that was needed in a timely fashion. I would absolutely recommend Katharine and her team for any of your hospitality/concierge needs there is no one who can do what she does with the level of experience she has. Thank you-It was our Pleasure Katharine!” Sherri Angel, Black Knight Security