Sumantri - Ideation article - International Concierge Service(3)

Ideation article -International Concierge Service (3)
By Sumantri

Inspired by a Singapore TV channel program, it shows that no hustle for customer who wished to purchase tickets, flowers, deliver documents/puzzle which can be done without being there, just pick up the phone and dial. The program shows that their customers are very satisfied with the services provided.

As we know, Starwood Hotels & Resorts Worldwide, Inc. is one of the leading hotel and leisure companies in the world with approximately 850 properties in more than 95 countries and 145,000 employees at its owned and managed properties. Starwood® Hotels is a fully integrated owner, operator and franchisor of hotels and resorts with the following internationally renowned brands: St. Regis®, The Luxury Collection®, Sheraton®, Westin®, Four Points® by Sheraton, W®, Le Méridien® and the recently announced aloftSM. Starwood Hotels also owns Starwood Vacation Ownership. It would be very possible, proficient, efficient program that Sheraton/ Starwood can implement.

Concierge service has been established functionally and practically at Sheraton long ago. It is probably same age with the history of the first Sheraton establishment or more. However, concierge service only been practically used in individual properties if it is related to other hotels, it’s more to help and follow up only.

Brief on Idea:
International Concierge Service is an extension of current practice in individual property concierge service that can go internationally and provided the service that can reach to other part of the world by using the Starwood connections, chains and link. Service provides all kind of ticket reservation, purchasing flower, package delivery service etc. The following are some illustrations of the differences of Property Concierge Service VS International Concierge Service

Property Concierge Service
• Service apply to respective hotel only
• Service is limited
• Service for in-house guest only
• Service is free of charge
• Service is concentrate to individual property
• Service is one line
• Service non incremental revenue

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International Concierge Service
• Service apply to worldwide Sheraton/Starwood
• Service is more widely use at sheraton/Starwood link
• Service is open for all in-house or non in-house guest
• Service is payable
• Service is Starwood
• Service is on line
• Service is revenue centre
•
Illustration 1.

Mr. David is living in Brunei Darussalam. Occasionally, he and his family love to dine at well known restaurant in town which is at Sheraton Utama Tasek Brasseries all day dinning restaurant. One day he got an email from his parent in London that they will be flying to Australia but will stay at Sheraton Imperial, Kuala Lumpur, Malaysia for 2 days before proceed to Australia.

Waste no time, Mr. David immediately go to Sheraton Utama reception and tell his ideas that he would like to arrange a bouquet of flower with card and dinner at a good restaurant for his parent upon arrival to Kuala Lumpur, Malaysia. After hearing Mr. David request, the international concierge service at Sheraton Utama immediately arranged his requirement accordingly with Sheraton Imperial and also helps to deliver his note of message to his parent to surprise his parent when they read the small note from Mr. David.

“Hi! mom and Dad welcome to Kuala Lumpur, Malaysia. I wish we can sit down together have a great dinner to night but unfortunately I couldn’t make it to join with you both. I wish you both enjoy the wonderful dinner and enjoy staying with Sheraton Imperial. ”
I miss you - David.











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Illustration 2.

Mrs. Clark staying in Holland but She has families also staying in Surabaya, Indonesia.

She always tried to build her relationship with his family back in Indonesia on certain occasion which is nice if can meet them but it is not easy to arrange no only money but also time as consideration


One day, Mrs. Clark wanted to surprise her grandmother 70 years old birthday by sending her a card, present and flower. Mrs. Clark wanted to give her granny a beautiful lazy chair made with thick wooden material with her granny names on it. So then, Mrs. Clark visits Sheraton Holland reception asked if possible to arrange them without her being there in Indonesia. With her great surprise, the International Concierge Service connection among Starwood Sheraton Holland and Sheraton Surabaya can make it happen together to fulfill Mrs. Clark requirement. Mrs. Clark granny is over joy to receive the gift from her.

Illustration 3.

Mr. Andrew lives in Australia. He is an Engineer and his girlfriend lives in Indonesia. Mr. Andrew promised her that he will go to Indonesia during her birthday. But unfortunately, he missed his flight at Melbourne airport. While still at the airport solving the problem, Mr. Andrew log on to sheraton concierge website: sheratonconcierge.com and fills in his requirement that he would like to send a bouquet of flower and payment by credit card. In 5 hours later, his girlfriend received the flower with his message presented to her.

“Hi darling, Happy Birthday and I hope you like the flower!! I am still at Melbourne airport sorry that I’ve missed my flight. So sorry for not being with you but I will see you soon” –
Kiss & Hugh - Andrew


The above illustration may happen all the time but in deferent people. To implement this program of course need further more information and resources.

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The following are some requirement needs to develop before introducing and implementing this program:

• International Law
• Local Law
• Definitely require International courier service ( may seek for contract )
• In addition may require local courier service ( may seek the contract )
• On line computer system complete with booking and payment method and pricing.
• To develop standard, procedure and knowledge for respective property
• To develop packing and packaging Sheraton / Starwood style ( important : delivery package should be represented sheraton / Starwood with massage or note to communicate with customer. NOT courier packing style )
• And so on