A high level of attentiveness by a concierge of a prestigious hotel who wins the hearts of guests

By Youko Sumida
Published 29th August 2015

Summary

Those who are trusted by the people around them are always able to use an appropriate but personal level of attentiveness.

In this book, the author, a hotel concierge who can be said to be a professional in the field of attentiveness, shares the tips she learned while working at some of the most prestigious hotels in Japan such as Hotel Western Ginza and Mandarin Oriental Tokyo.

Hotel concierge is said to be a profession that never says ”no.” So, how can we understand the customers’ feelings and gain their satisfaction? This book answers the question by sharing the many customer exchanges the concierge encountered during her career.

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