Hotel concierge training to help create a memorable visitor experience in Amman

Amman - As the main source of information for hotel guests, the concierge can play a great role in contributing to the visitor experience and ensuring that it is a positive one. To take advantage of the potential this offers, the USAID Jordan Tourism Development Project (Siyaha) in collaboration with Jordan Hotel Association (JHA) is implementing a training series for concierges at hotels in Amman to fine-tuning their skills and enhance their knowledge of tourism services, products and other related activities that are available in the city, in order to be able to pass this information on to visitors. The first workshop began this weekend, with a further workshop to take place next weekend.

"The first impression a guest arriving in a foreign country gets is how well he is welcomed at the hotel. The concierge and his team are the main players in making our guests love our country and provide them with options of entertainment and tours available; and there is much to be offered, which is reflected in the length of stay and the reviews tourists give online or to their fellow countrymen that help promote Jordan and its treasures. I wish all Jordanian staff joining this course to make the best out of it and I thank Siyaha for their ongoing support in carrying out such effective activities that enhance the tourist experience and extend the length of stay of our tourists," said H.E. Michael Nazzal, JHA President.

"The concierge has a great role to play when it comes to ensuring that visitors have a memorable visitor experience; they have the opportunity to connecting tourists to the sites, restaurants, concerts, shops and other activities going on in the city and elsewhere," explained Mr. Ibrahim Osta, USAID/Siyaha Chief of Party. "This training will ensure that concierges from Amman and Dead Sea hotels are up-to-date on what’s going on and can better share such information with guests."

The two-day workshop was attended by 20 concierges from 4 and 5 star hotels in Amman and the Dead Sea and is helping them to improve their concierge skills to better communicate with guests and guide them towards various activities available to them in the city of Amman. As a result, the concierges will be armed in-depth information about Jordan's attractions and services in general, and specifically those of Amman.

"I learned about places that are interesting for tourists which I hadn't known before. After this training I will keep improving my knowledge so I can tell guests about sites in detail, as if I were actually there," said Mohammad Mihyar, Concierge from the Intercontinental hotel – Amman.   

Participants were first given an overview of tourism as a global industry, tourism types, segments, facts about Jordan tourism and the story of Amman. They were also introduced to concierge functions and equipped with selling skills for tourism products. This was followed by a tour of various places to visit around Amman, including cultural, shopping, dining, transport and other experiences in Amman. The training material for the course was developed by USAID/Siyaha and was designed according to international best practices to serve as a comprehensive resource for concierges.  

The concierge provides a vital service to guests and can shape the tourist experience by building rapport with guests, solving their issues, answering their queries, such as planning a sight-seeing trip, choosing a dining place, reserving concert seats, hailing a taxi, and helping visitors find the kind of souvenirs they are looking for. This necessitates extensive knowledge of the destination, strong communication skills and good relations with local service providers. As the main source of information for hotel guests, the concierge can play a great role in contributing to the visitor experience and ensuring that it is a positive one. To take advantage of the potential this offers, the USAID Jordan Tourism Development Project (Siyaha) in collaboration with Jordan Hotel Association (JHA) is implementing a training series for concierges at hotels in Amman to fine-tuning their skills and enhance their knowledge of tourism services, products and other related activities that are available in the city, in order to be able to pass this information on to visitors. The first workshop began this weekend, with a further workshop to take place next weekend.

"The first impression a guest arriving in a foreign country gets is how well he is welcomed at the hotel. The concierge and his team are the main players in making our guests love our country and provide them with options of entertainment and tours available; and there is much to be offered, which is reflected in the length of stay and the reviews tourists give online or to their fellow countrymen that help promote Jordan and its treasures. I wish all Jordanian staff joining this course to make the best out of it and I thank Siyaha for their ongoing support in carrying out such effective activities that enhance the tourist experience and extend the length of stay of our tourists," said H.E. Michael Nazzal, JHA President.

"The concierge has a great role to play when it comes to ensuring that visitors have a memorable visitor experience; they have the opportunity to connecting tourists to the sites, restaurants, concerts, shops and other activities going on in the city and elsewhere," explained Mr. Ibrahim Osta, USAID/Siyaha Chief of Party. "This training will ensure that concierges from Amman and Dead Sea hotels are up-to-date on what’s going on and can better share such information with guests."

The two-day workshop was attended by 20 concierges from 4 and 5 star hotels in Amman and the Dead Sea and is helping them to improve their concierge skills to better communicate with guests and guide them towards various activities available to them in the city of Amman. As a result, the concierges will be armed in-depth information about Jordan's attractions and services in general, and specifically those of Amman.

"I learned about places that are interesting for tourists which I hadn't known before. After this training I will keep improving my knowledge so I can tell guests about sites in detail, as if I were actually there," said Mohammad Mihyar, Concierge from the Intercontinental hotel – Amman.   

Participants were first given an overview of tourism as a global industry, tourism types, segments, facts about Jordan tourism and the story of Amman. They were also introduced to concierge functions and equipped with selling skills for tourism products. This was followed by a tour of various places to visit around Amman, including cultural, shopping, dining, transport and other experiences in Amman. The training material for the course was developed by USAID/Siyaha and was designed according to international best practices to serve as a comprehensive resource for concierges.  

The concierge provides a vital service to guests and can shape the tourist experience by building rapport with guests, solving their issues, answering their queries, such as planning a sight-seeing trip, choosing a dining place, reserving concert seats, hailing a taxi, and helping visitors find the kind of souvenirs they are looking for. This necessitates extensive knowledge of the destination, strong communication skills and good relations with local service providers.