GREEN TEAM

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GREEN TEAM

• Janine Ball-Bailey
• Howard Chaundy
• Kate Giovanis
• Ed Nase
• Jeanie Pflugrad
• Ruth Sheetz
• Joe Yourgal

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Topic

• Develop a Concierge program in Dining and
  Conference Services to ensure quick action for
  internal and external customers.

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What is a Concierge?

• Main Entry
• concierge
• Pronunciation
• ko-syerzh, kän-se-erzh
• Function
• noun
• Date
• circa 1697
• Definition 
• a person employed (as by a business) to make
  arrangements or run errands

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Goal

• To create a concierge service to be used by
  external customers to gather information and book
  events related to Dining and Conference Services
  as well as other events.
• To provide exceptional customer service that is
  reflective of the SFKPR standards.

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Key Components of MU Concierge Services

• Advertising
• Services
• Location and Staffing

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AdvertisingWebsite

• List of services
• Concierge phone number
• Hours of operations
• Online form
• Available space
• Space layout

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AdvertisingPhone Book

• White Pages
• Provide a listing for Millersville University
  Concierge Desk
• Yellow Pages
• Banquet / Catering Advertisement

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AdvertisingLocal Resources

• Lancaster County Pennsylvania Dutch Convention
  and Visitors Bureau
• The Lancaster Chamber of Commerce Industry
  Publication

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AdvertisingUniversity

• University Communication Marketing
• Physical Location of Office /Curbside Appeal
• Signage

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Services

• Offer complementing services
• Offer services during the scheduling process as
  well as during the event.

• One Stop Shopping!
• Do you want to plan a conference or party? We
• offer dining and conference services for events
• such as weddings and birthday parties.
• Do you need information on local hotels,
• shopping, restaurants, or movie listings?
• Do you need advice on local transportation?
• Do you need tickets to a sporting event or a
• cultural enrichment event?
• THE CONCIERGE IS HERE TO HELP!

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Services Catering

• Facilities
• Bolger Conference Center
• Student Memorial Center
• Gordinier Dining Room
• Campus Grill
• Types of Events
• Weddings
• Showers
• Receptions
• Business Events/ Meetings
• Holiday Parties

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ServicesCampus Facilities

• Student Memorial Center
• Bolger Conference Center
• Lehr Room
• Old Main Room
• Audubon Room
• Matisse Room
• Kline Room
• University Room

• Cultural/Theater
• Lyte Auditorium
• Myers Auditorium
• Ford Atrium
• Athletic Facilities
• Biemsderfer Stadium
• Baseball Field
• Brooks/Pucillo Facilities
• Executive Center
• Academic Classrooms

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ServicesConference Services (Academic Year and
Summer)

• Events
• Business Meetings
• Academic Conferences
• Summer Sports Camps
• Seminars
• Workshops
• Educational Conferences

• Amenities
• Residence Halls (9 Dormitories)
• Athletic Facilities
• Student Memorial Center Meeting Rooms
• Off Campus Housing
• Shenks Hall
• Reighard Hall
• Campus Greens
• Dining Services
• Catering

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Services Sale of Event Tickets

• Cultural
• Academic
• Athletic
• Theatre

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Services Local Information

• Restaurants
• Hotels in the area
• Chamber of Commerce
• Weather
• Directions / Maps

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Location StaffingLocation
Where would you find the concierge?

• Virtual location
• Website
• Physical location
• Gordinier
• FA Department
• Dining and Conference Services

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(No Transcript)
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Location StaffingProposed Location - Gordinier
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Location StaffingStaffing
Who will be staffing the position?

• Use existing personnel
• Create new position
• Develop training manual
• No forwarding of calls
• Very knowledgeable about campus and surrounding
  area
• Implement policy for quick response.
• Cross train individuals
• Excellent customer service is essential !

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Example of a Virtual Tour

• University of New
• Hampshire
• Virtual Concierge
• http//www.conferences.unh.edu/virtualconcierge.ht
  ml

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CUSTOMER SERVICE MU CONCIERGE DESK