Ultimate Service: The Complete Handbook to the World of the Concierge

by Holly Stiel and Delta Collins

For courses in hotel management and service, this sourcebook covers the job of the concierge. It includes topics such as building relationships, telephone manner, handling irate customers and... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0131753576
• ISBN13: 9780131753570
• Release Date: December 1994
• Publisher: Prentice Hall
• Length: 200 Pages
• Weight: 1.35 lbs.
• Dimensions: 0.6" x 8.5" x 11.3"

Customer Reviews

Comprehensive Guide. Price Varies: from 30 to 3,000

I bought this book for my brother who is a Chef Concierge. As I was looking for a title, I came across some interesting findings about "Ultimate Service", which I share in this review. I am not a professional in the field, but this handbook seems indeed very comprehensive and effective. It is not about setting up a small business, but what the profession actually is and how it is managed on a daily basis. My two main points are as follows. First, nowhere on the internet I could find the content list showing the book structure. So, as I now have the book, regrouping its 17 chapters, these are the main topics in panoramic view: 1) philosophy and ethics; 2) the profession in general; 3) relationships and mentality; 4) routine management (huge part); 5) dealing with the press, and coping with stress and angry customers; 6) industry, technology and the future of the profession; 7) appendix with management forms. Second, you need to consider buying this book asap. I phoned Prentice Hall (publisher) to get the content list (above), and found out that the book is out of print, and that they no longer have rights over it. I then realized why the publisher has no memory of the book, when I came across one of Holly Stiel's websites: a very elegant, New Agey business project focusing on customer service, now selling a repackaged version of the same ideas in a book with CD-ROM for $3,000 (no typo here). So, think hard and answer: why pay $3,000 if you can get the essence for $30 (while it lasts)? In sum, I recommend this book, both for its substance and price.

After 10 years I still find the book to be useful and inspirational

I first got this book in 1995, more than 10 years have gone by and I still find answers and inspiration in doing my job. I was dissapointed to see that some rated the book low as it didn't give tips on how to start a Concierge business, this book teaches you the art of concierging and you must be a concierge before starting a business not the other way around. I have seen Holly at work and this is just her reflection on what true customer service is.

Ultimate Service: The Complete Handbook to the World of the Concierge

I have been a concierge for over 20 Years. This is the most comprehensive training tool I have found. Although, I have worked in the field for many years, I still find valuable information contained in each chapter. This book will be an asset to a seasoned professional as well as as anyone new to world of the concierge.

The book for service enthusiasts

This book brings to the reader a great sense of love to serve and shows you the do's and dont's of how to do it. I would reccoment this book to anyone who loves and feels need to help others. It is written from someone who worked in hotels, why not listen and apply it to any field. Service is Service and anyone can benefit from the wonderful work of Holly Stiel and Delta Collins.

Finally an overall veiw of what it is like to be a Concierge

I am a hotel Concierge, I love my job and I love to share with others exactly what it is that I do. Sometimes that is easier said than done. Thats where Holy's book comes in handy. I have also used it as a training tool and for my own inspiration.