One of the unique services provided here at Breidenbacher Hof and at all Capella Hotels are the Personal Assistants.
For those of you unfamiliar with our Personal Assistants service, allow me to explain. More than a concierge, each guest is assigned a personal assistant who works to fulfill every wish and need.
What does that mean?
Some examples I have seen include: accompanying guests shopping in Königsallee, playing board games with guests, helping to arrange fantasy wedding proposals and securing tickets for exclusive (even sold out!) events.
Of course this is just a limited view of what our Personal Assistants can do! I like to refer to them as fairy godmothers, because of the magic they seem to create.
Susanne Köhler is the Personal Assistant Manager here at Breidenbacher Hof. Curious to learn more about this matchless role, I asked her a few questions:
Why is your daily business so different from a concierge?
Our comprehensive service starts even before the guests arrive. We collect information about our guests’ preferences, organize theater and concert tickets, book restaurants or make travel arrangements. All guest preferences are saved so they will be available for their next stay with us. For example, if a guest indicates a preference for a certain brand of bottled water that is available only in a few countries in the world, he or she will find that brand in his mini bar during his next stay. But that only begins to scratch the surface of what we can do.
For you personally, what is the most important fact to keep in mind as a personal assistant?
As a Personal Assistant I make it a point to always stay in contact with my guests. Things are always changing and I want to be available to make the necessary adjustments. This way I ensure highly personalized service.
What is the most important personality trait of a Personal Assistant?
I think it is two-fold. First, you must have strong people skills. Each guest is different and therefore his or her needs are different. It is important to know what the individual needs from you. Are they the type of guest who wants to speak on a daily basis? Or perhaps they would rather limit the interaction? Either way the Personal Assistants must be attuned to these things.
Second, you need a lot of passion! Being a Personal Assistant you are often asked to do the extraordinary. Going that extra mile requires a lot of passion. Something that I think is inherent in all Capella employees.