2018 Conferences
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- SA Concierge Forum
September 09, 2018
The 9th Annual South African Concierges Conference 2018
The Role of Concierges in Creating Lasting Memories
Concierges play a pivotal role in shaping guests’ experiences, often influencing their decision to return and recommend properties they have visited. Recognizing this, Deon Prinsloo, Concierge at The Palazzo Hotel, established the SA Annual Concierge Conference, now in its 9th year, as a platform for concierges to stay updated on industry trends and continuously improve guest experiences.
The Power of Emotion in Hospitality
Addressing the conference delegates, Andrew Hoskings, Tsogo Sun’s Operations Director for the Central Northern Region, emphasized the emotional nature of hospitality.
“The hospitality industry is driven by emotion. Concierges and guest relations staff must harness the power to connect with guests on an emotional level, ensuring they leave with lasting memories,” said Hoskings.
He further highlighted that while technology is evolving, it cannot replace the emotional connections formed between concierges and guests.
“Concierges and guest relations staff must embrace their unique ability to create meaningful interactions, stay informed about industry changes, and continue delivering memorable experiences,” he added.
Continuous Improvement in Guest Experience
At the conference, Deon Prinsloo outlined three key steps for continuously enhancing guest experiences:
- Repetition of Excellence – Consistently delivering high-quality service to create lasting impressions.
- Identifying Areas for Improvement – Gathering feedback and conducting surveys to understand guests’ evolving needs.
- Implementing and Measuring Success – Acting on feedback and measuring results to ensure meaningful change.
“Gathering information is useless if no implementation takes place. Implementing solutions is key to achieving the third stage, which is measuring against goals what it is you are trying to achieve,” said Prinsloo.
Acknowledgments and New SA Concierge Forum Logo
Kagisho Ditira, conference organizer and Guest Relations at The Palazzo Hotel, extended his gratitude to all delegates and exhibitors for their contributions. Special recognition was given to:
- Laurice Taitz-Buntman, for designing the South African Concierge Forum logo, unveiled at the conference.
- Brett Parker from Jewel Africa, for crafting badges bearing the new logo, which were presented to Concierges, Guest Relations Managers, and select supporters of the SA Concierge Forum.
Celebrating 10 Years of the SA Concierge Conference – 2019 Events
The 10th Anniversary of the SA Concierge Conferences will take place across multiple locations in South Africa:
- 11 September – The Elangeni Hotel, Durban
- 18 September – Beluga, Cape Town
- 25 September – The Kurland Hotel, Garden Route
- 3 October – The Saxon Hotel, Sandhurst, Johannesburg
The conferences are free of charge and open to Concierges, Guest Relations professionals, and hospitality industry members. However, booking is essential.
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