Quintessentially Concierge Services

To guarantee consistent and exceptional Member Experiences at all times throughout your Membership. Please find below our Quintessentially Service Promise*. 

Quintessentially is committed to delivering:

Excellent Service Experience

Ensuring YOUR contact with our Member Assistants at all times is:

Accessible

• ‘Round-the-clock’ instant access to customer service professionals (‘Member Assistants’) who are knowledgeable, fully trained, and committed to delivering service excellence to YOU, wherever YOU are in the world, 24 hours a day, 365 days a year.
• General Membership Level provides a reactive service.
• Dedicated Membership Level provides a personalized service.
• Elite Membership Level provides a proactive bespoke service.

Enjoyable

• Courteous & professional Member Assistants.
• Friendly & personalised – exhibiting personality & character, not ‘automated’ or ‘call-centre-like’ following prescribed scripting.

Timely

• Updates on request status as frequent as necessary to keep YOU properly informed.
• Ad-hoc request status updates available, 24/7/365, wherever YOU are in the world.
• Request completion timeline agreed upon between YOU & Member Assistant – met or updated accordingly and within your agreed timing requirements.

Convenient

• Experienced Member Assistants asking relevant & detailed questions at the point of initial discussion according to request-type, saving YOU time and preventing delay and unnecessary on-going communication.
• Lifestyle appropriate – contact method as preferred by YOU (email or telephone) and as dictated by request-type (e.g. last minute, urgent, emergency).
• Detailed confirmation and reminder of request booking arrangements upon completion of request; including cancellation policy, booking reference numbers, and booking terms and conditions.

Valuable & Relevant

• Understanding YOUR lifestyle wants and needs, and providing ‘Insider’ objective supplier recommendations, based on YOUR personal preferences & interests** – using network of legitimate, trustworthy & reliable global suppliers.
• Knowledgeable advice using internal team of Specialists in their respective fields.
• Source of diverse information, from suggesting luxury, unique and/or hidden gems, to providing relevant alternative options should YOUR first option not be available.
• Tailoring suggestions & making arrangements to meet YOUR needs, not ours or those of our suppliers & contacts.
• Providing on-going, added-value supplier benefits to YOU, based on what YOU value – be it saving time, money, or both!

Privacy Policy

• Handling & fulfillment of YOUR requests with the utmost sensitivity, discretion and confidentiality, as well as cultural considerations and awareness at all times.
• YOUR personal data recorded in a secure company CRM database (see Privacy Policy) handled with care and discretion at all times.

Effective & Rapid Complaint Handling

• Available for YOUR feedback via phone, email, face-to-face meetings or on: feedback@quintessentially.com
• Swift acknowledgement of YOUR experience related concerns by your Member Assistant and Head of Member Assistants where necessary, personalised handling & investigation by appropriate Q team member, committed to acting in YOUR best interests at all times.
• Complaint status update throughout entire course of complaint – no need to chase.
• Follow up post-complaint resolution to ensure service excellence re-instated.

Welcoming Feedback

• Regularly contacting YOU directly via telephone, email or in person, from appropriate Q team member throughout duration of YOUR membership to gauge the quality of YOUR experience.
• Providing open platform for ad-hoc (and anonymous if preferred) feedback via dedicated Website section. Via Questionnaires & Member Surveys, from time to time.
• Thanking for and swift acknowledgement of YOUR feedback.  Investigation, evaluation and follow up, where appropriate. Implementing new Member experience-related initiatives where required.

What YOU can expect from us

• Member calls are recorded for training purposes and to ensure that we strive for service excellence.
• Cultivating & promoting an internal corporate culture of never-ending service evaluation & improvement.
• Continuous pursuit of cutting edge, ‘insider’ and hidden gem finds throughout the world to share with YOU to help you experience more in YOUR everyday life.

* For more information, please read:

Club Rules and Membership Terms & Conditions

**Certain membership levels only. See ‘Accessible’ for membership level service definitions.