Replacing the desk with online stations all around the hotel, and training every staff member to help

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Both target markets value excellent and knowledgeable service people willing and able to assist and make their stay easier, however their approach is diverse.

 

The travellers are personable, will want to talk with someone, have them explain and advise; where as the business people will prefer to book and research online, requiring assistance when needed or handing tasks over to concierge to book for them

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How we do it

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• Concierge app, from checkin to planning the day

• Online via iPad in room

• Around hotel on plinths, iPads with information and connections and booking, with online payment tap-and-go

• In person, floating when needed.  All staff do all jobs (except housekeeping), behaving like a personal butler

• Staff have extensive knowledge and go beyond to assist guests

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What we do

• Links to Pyrmont local community and City of Sydney

• Calendar of current events in Sydney (e.g. Vivid, Australia Day, Mardi Gras, Chinese New Year, Opera House events)

• Local cultural walks, Pyrmont Culture Walk 7

• Calendar of traditional Aboriginal events (e.g. Gardening in Botanical Gardens, local ceremonial events, tours)

• Local and city knowledge about galleries, museums, theatre and performing arts, markets, Pyrmont Festival

• Links to partner hotels within Australia for booking next leg of stay

• Adventure activities - climbing Harbour Bridge, Skywalk, scuba diving and snorkelling, Harbour cruises, Targona Zoo