The Temecula Experience, A Concierge's Mindset

The Temecula Experience, A Concierge's Mindset

Jan M. Smith

Inland Management Group

Your bags are packed, you've arranged a pet sitter, and put the daily newspaper on hold, and you are on your way to a city you haven't yet visited. But wait, you've forgotten to check the Web for activities, dining, and events when you arrive.

Today, over 50% of travelers use the Web to investigate and learn about their destination. That leaves the other half to figure it out on their own. Thankfully, hotels still employ Concierges to help a guest navigate the city, and provide a local opinion and suggestion for dining choices, family activities, entertainment, or shopping, although the Concierge mindset shouldn't be limited to hotel employees.

A local view is valuable, and generally will validate the research a guest has conducted online prior to their trip.

Guests who come to Temecula are looking for an experience. They patronize your hotel, winery, restaurant, retail, casino, transportation/tours, or hot air balloon company, and often ask about one of the other businesses in town. To provide the Temecula Experience, employees should be able to describe the other hospitality businesses and locations and encourage the guest to visit.

Provide the opportunity for your front line employees to have online access to business and calendar/event links. If a guest to a winery tasting room asks, "What is going on in Temecula tonight", make sure your employee can tell them, "Old Town has music at the following places, starting at 9:00pm", and have them name the locations. Having a map available to hand the guest is even better. The idea is to help our employees help our guests to want to stay beyond a day visit.

Expect your employees to know what is going on in the community outside of your four walls. Integrate into your new hire orientation a section, "I Know Temecula", and educate new hires (and existing staff) on what is offered for Dining, Shopping, Casino, Lodging, Sports, Recreation, Golf, Hot Air Ballooning, Horseback Riding, Camping, Transportation/Tours, Historic Old Town, Arts, Entertainment, and Public Services.

Paste the link to the Convention and Visitor's Bureau website (www.temeculacvb.com) near your cash register, so your employees can offer information (or research it) to provide Concierge service to the guest. There are currently over 20 different online event calendars containing valuable information on the activities in Temecula! Enough to make sure employees can be aware of what is going on around town.

A few are listed below: http://www.temeculacvb.com/visitors/calendar-of-events
http://www.cityoftemecula.org/Temecula/Visitors/Calendar.htmhttp://temecula.org/community_calendar.html
http://www.temeculawines.org/events/wine-country-calendar.phphttp://www.temeculacalifornia.com/Calendar_of_Events_for_Old_Tow/calendar_of_events_for_old_tow.html
http://www.promenadetemecula.com//go/displayhours.cfm?day=7&month=7&year=2009

The bottom line is knowledge is power and the more your employees know about the Temecula Experience, the better the guest will be served!

I would be happy to email you a comprehensive list of event calendars currently available online for the Temecula region. Please email your request.

Jan M. Smith is the Founder and Principal of Inland Management Group, a Human Resource Consultancy located in Temecula, specializing in the Hospitality and Entertainment industry. You can contact Jan at (951) 302-6483, www.inlandmgtgroup.com, email at jsmith@inlandmgtgroup.com, or follow her on Twitter at Temecula_hr and become a Fan on Facebook at: Inland Management Group