World Class Concierge Customer Service Expert

Customer service expert Holly Stiel, a world-renowned leader in concierge service training, literally wrote the textbook for hotel concierge services.  Now she’s applying that expertise to other industries via multi-media training programs in the banking, beauty and hotel industries. She’s also working with hospitals where concierge services have far exceeded expectations, linking hospital departments in unprecedented ways while providing much needed patient-family liaison connections.

Not only is Holly an expert on the art of concierge service, her approach is all about the heart of customer service, with the complexities of human interaction and human emotions central to the concepts and skills she teaches.

Holly got her customer service training on the job – 16 years as a hotel concierge, serving up to 300 customers a day. She single-handedly started the concierge department at San Francisco’s Grand Hyatt and was the first American woman admitted to the exclusive international concierges’ association, Les Clefs d’Or and was a founding member of the association in the United States.

She knows the agony and the ecstasy of customer service firsthand and believes that good service is an art form. She’s captured that experience in four books: Ultimate Service — the definitive textbook for the concierge profession. Thank You Very Much — a book for anyone who has ever said, “May I help you?” In The Neon Signs of Service, Holly shares the points of wisdom she created to not only cope, but to excel in taking care of oneself while providing excellent customer service. Her newest book is The Art and Science of the Hotel Concierge.

She is held in high esteem by those in her profession and has the respect and repeat business of many companies known for their high customer service standards — Nordstrom, Bellagio Hotel & Resort, Motorola, Bank of America, Compaq, Vail Associates and Pebble Beach Corporation, to name a few.

On a totally different note, Holly loves to share her story of personal empowerment that evolved through the creation of a magical forest path in her “backyard” in rural Northern California. She’s transformed the actual physical tour into her “Open the Gate” keynotes and workshops where she will entertain your audience with stories about the humorous processes of enlisting local artists, day laborers, and working with indigenous materials in the creation of the real fairy path that goes through the grottos, groves, ferns and creeks of her property on a path of self-discovery. With photographs, exercises and a little fairy dust, Holly brings that path to your audience, guiding them through an inspiring practice of manifestation. Your audience will visit actual locations on the path: The Gratitude Circle, Overcoming Obstacles, Listening to Your Heart, and the Crystal Path of Friendship, among them.

One of the many aspects of this program that inspires audiences is the example she provides as a highly established and accomplished professional woman, in touch with her playful creative spirit, and sharing her deep wisdom about walking an enchanted path in her own life. I can guarantee you that this is a unique program that will sear an inspiring image into people’s psyches.

Most Popular Topics:

Spirit in Service

Learn to feel like a world class concierge. In this stimulating seminar, Holly reveals the secret of her signature Neon Signs of Service; the spirit behind the skills. Participants will not only learn to think like a concierge, but how to take care of themselves as a service provider in order to provide sensational service. This is one of Holly’s most popular keynote speaking presentations.

Keep on Dancing

Holly will bring the house down in this rousing speech, and then build it back up with the dance that keeps on going. Have you ever heard your employees exclaim, “I’m in the weeds!”, “We’re slammed!”, “I’m getting slaughtered out there!” or “It’s a mess!”? Holly will show you how to tap into an entirely new rhythm in the workplace – and turn your war zone into a waltz!

Holly takes her favorite Neon Sign of Service — Keep on Dancing — and magnifies it into an entire service culture. With this one powerful idea, Holly can revolutionize the way you think about and deliver service at your company. This presentation demonstrates why Holly is such a popular keynote speaker. In this presentation she teaches participants how to:

• Find the joy in delivering quality service
• Harness that positive energy—the more you give the more you get!
• Raise your fun quotient at work
• Access new ways to handle stressful situations with customers and coworkers
• Learn to maintain your rhythm no matter what!

This talk is best-suited to businesses that are extremely busy, such as large restaurants and hotels. The Keep On Dancing keynote is recommended for large audiences—it’s more fun to dance in a crowd!

Service is a Gift:
How to Create and Sustain a Culture of Service

Holly reveals the five most important questions every employee needs the answers to. Riffing on the five “W”s that you learned in school—who, what, where, why and how—Holly has created an efficient practice that any employee can utilize no matter what kind of service they provide. She makes it look easy. With every employee asking and answering the same five questions, customers will appreciate a familiar standard of thoroughness and accuracy.

If you want to know how businesses renowned for their superior service manage to provide it consistently, Holly will show you how. This interactive talk introduces Holly’s foolproof formula for transforming your company into a service superstar.

This keynote is recommended for managers, supervisors and executives and is also available as a workshop.

Stellar service is a gift and Holly’s message is the gift that keeps on giving; once you open it everyone wins.

Open the Gate I’ll Show You The Way

This keynote shows another side of Holly. The content is appropriate for womens’ groups. For more information and full version of video, just ask us.