Andrea Layer
Head Concierge et Guest Relation Manager at Maybourne Riviera on the French Riviera
Andrea, tell us a bit about yourself and your role at the Maybourne Riviera.
Andrea Layer : I’m Andrea Layer, and I’m the Head Concierge and Guest Relation Manager at the Maybourne Riviera on the French Riviera. I’ve been working at the Maybourne Riviera for the past three years. This beautiful hotel is part of the Maybourne Hotel Group.
Before that, I spent six years at Claridge’s in London, another hotel within the group. I was excited to be part of the opening team here in France, and we’re now at the end of our third season.
My mission: overseeing both the concierge and guest relations departments, ensuring our guests have a seamless and memorable experience.
What are your main responsibilities as Head Concierge and Guest Relation Manager ?
Andrea Layer : As Head Concierge, I handle typical Guests requests such as restaurant reservations, transfers, and activity bookings for their stays. As Guest Relation Manager, I focus on pre-arrival preparations, personalized experiences, VIP requests, and special occasions like weddings and anniversaries.
Basically, we are the guests’ primary point of contact throughout their stay, ensuring they have everything they need.
How has Concierge Organizer helped you manage your work at the Maybourne Riviera ?
Andrea Layer : Before using Concierge Organizer, which I discovered 3 years ago, we used to write everything down on our computer, on spreadsheets or in a notebook, which was challenging during our busy summer season.
Concierge Organizer has been a game-changer for us. This concierge software has brought much-needed structure and organization to our operations. The task management system, especially the ‘pass on’ section, has streamlined our workflow and given us a clear overview of all pending requests.
I would definitely recommend Concierge Organizer to another concierge.
How does Concierge Organizer contribute to guest satisfaction and loyalty ?
Andrea Layer : Concierge Organizer allows us to generate detailed, professional itineraries that we can easily share with guests as PDFs. This saves us time and enables us to respond quickly to inquiries.
Guests appreciate the efficiency and personalized service, which encourages them to return.
We’ve received a lot of positive feedback this summer, which I attribute to the improved organization and detailed confirmations we can provide through the system.
How does Concierge Organizer facilitate communication with your guests and local providers ?
Andrea Layer : We mainly use email and WhatsApp messages to communicate with our local providers. Concierge Organizer helps us keep track of all communication and ensures that nothing is missed or forgotten.
How would you describe the support provided by the Concierge Organizer team ?
Andrea Layer : Concierge Organizer support is all around great. They are very responsive, and any issues we encounter are usually resolved within the hour.We have a great relationship with the team in general, who are always available to help and truly understand the needs of concierges.
They regularly visit us to gather feedback, which is invaluable. They are true partners, and it’s a pleasure working with them.
