Concierge
Concierge Brief Santana Row January 04 Too give good service you must provide more to your customers than they are expecting. ... Table Of Contents Purpose of the Brief 5 Participant List 5 Client 5 Project Manager 5 Design 5 Construction 5 Additional Stakeholders 5 Experience 6 Guest or Customer 6 Guest Services Provider 6 Offer 7 Sales 7 Service 7 Residential 7 Retail 8 Information 8 Seasonality 9 Environment 9 Sense of Arrival 9 Sightlines 9 Materials 9 Durability 10 Lighting 10 Task 10 Security 10 Architectural 10 Compliance 11 Signage 11 Compliance 11 Sounds 11 Daytime 11 Nighttime 11 Security 11 Seasonality/ Climate Control 12 Data & Communication 12 Technology 12 Key Issues 12 Key Objectives 13 VTR Process 13 Client Review 13 Project Management 13 Design Management 13 Construction Management 13 Payment Process 13 Financials 14 Break Even Analysis 14 ROI Analysis 14 Concept Budget 14 Concept Schedule 14 Purpose of the Brief The purpose of this brief is to provide a clear direction for the project team in the delivery of the Concierge at Santana Row. ... Visitors who are in need of help will easily find the Concierge and be greeted by a pleasing architectural design. While walking towards the Concierge the visitor will be easily able to determine where to get helped. ... They have as much control as possible over what happens when a customer visits the Concierge. Staff are selected and trained by Santana Row to ensure they treat customers appropriately Concierge Staff are the Ambassadors of Santana Row. ... The Concierge is at the center of ensuring that Santana Rows visitors have a pleasant trip while here. ... The Design and construction of the Concierge needs to ensure that the staff can carry out their duties efficiently. ... The design of the Concierge needs to promote happy staff which will lead to happier visitors and greater profits. Offer Sales The Concierge will sell gift certificates as well as miscellaneous Santana Row merchandise ranging from coffee mugs to shirts and other soft goods. Service Residential The Concierge will provide the following services to Santana Row Residents. (This section is subject to client sign-off at one time it was discussed that residents might pay a small monthly fee as part of their rent to have access to concierge facilities which would provide the following services): Restaurant reservations (both Santana Row and other restaurants) Cinema Reservations Event Reservations Package Receipt Dry-cleaning Pick-up/drop off Take Out Food Delivery Services Taxi Ordering Emergency Food/Health & Comfort item Delivery Pick-up and delivery of Santana Row Purchased Items Retail The Concierge will provide traditional Shopping Center Concierge services as follows: Restaurant reservations at Santana Row Taxi Ordering Package Holding Lost & Found Lost Child Security Liaison Information The Concierge will provide visitors to Santana Row information on the following: Store Locations and directions Residential Leasing History of Santana Row Store and Restaurant Offers Amenity Locations (bathrooms, atms, phones, etc.