By: Nathaniel Hillyer

Betty Salemme’s involvement in the hotel industry spans more than 30 years and for the last 22 years, she has served as the Chef Concierge at Seaport Hotel World Trade Center. Salemme speaks to the importance of concierge services to not only the guest experience but the ongoing success of hotels as a whole.

Concierges remain the “go-to” for any and all guest concerns. According to Salemme, “they must anticipate a guest’s needs, show genuine care and concern, ensure the guest feels welcomed and appreciated and goes above and beyond in every way possible.” Looking at customer service in the time of Covid-19, health and safety remains the top priority for those responsible for guiding guests. “Reminding guests of the state’s guidelines is imperative and keeping calm and steadfast with those objectives is key.”

With Covid-19 came furloughs and layoffs, leaving many concierges without work and hotels without concierges. That being said, many of those in the industry who are out of work are still spending time dedicated to honing their skills and getting ready to go back to work as restrictions ease. Salemme asserts that many of her furloughed and unemployed colleagues are connecting through social media, completing online classes to master more skills, and spending quality time with their families.“Concierges are resilient, we adapt well with change, we rise to any occasion.”

“Concierges are resilient, we adapt well with change, we rise to any occasion.”

Photo credit by Rocco Capano

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