Information on Regulars

[cabrales]

fresh_a: Do you have a personal set of notes on the preferences of your "regular" hotel guests (e.g., guests' favorite restaurants, birthdays and anniversaries, restaurants previously visited in Paris, luxury shops frequented)? Roughly how many such regulars are there (for you and for the team of which you are a part)? Is this information specific to you or shared with your colleagues? Is there a computer database tracking such information?

Roughly how many of your regulars (%) travel to France with the predominant goal of sampling two- and three-star restaurants? Would the percentage change if restaurants at all levels were included?

Separately, do you have special relationships with third party organizations through which you can secure reservations in Paris (e.g., Relais & Chateaux umbrella; other hotels' concierge desks to the extent they have better relationships with a given restaurant specified by a guest; sommelier organizations; cigar clubs)?

Edited January 11, 2003 by cabrales (log)

[fresh_a]

Thanks for the questions, Cab:

Every client who comes to the hotel and makes any sort of special request, for a special occasion, having food allergies,etc etc , gets entered into our database. This data is kept up to date, and distributed, and "traces" are printed out when the guest returns to make sure they are not made to repeat their preferences, and get what they want time and time again. A good example is when a client asks for a certain newspaper. This information is entered into our system, and stored. The next time the guest comes, he will have his news delivered every morning like magic! This information is shared not only among concierges, but is accessable to all employees in contact with the client. Everybody is aware.

As for regulars, we have many, some staying for a period of days,weeks,even months! Many members of the same family, or friends come based on their reccomendations.

As for the *'s! Most clients who come want to sample gastronomic French cuisine. But this depends on the client. Many others want the hottest "trendy" restaurants. One thing which is constant, is that the vast majority go to very reputable establishments, which are highly rated...

Concerning special relationships: Our relationships are with the establishment directly. Rarely does it help when a client says, "Tell the chef I'm coming from the part of so-and-so" in New York or Texas. First of all, we have great relations with them, so if they have a table they give it to us, if not they're full..end of story. Name-dropping doesn't help, and we work with no other thired-party. We do it ourselves...