Concierge support for executive assistants: what to send, who approves, and how we reply
Most day-to-day requests reach SM Concierge through an executive assistant, not the principal. This is how to brief a hotel, transfer, or restaurant so we can work without extra back-and-forth.
What to put in the first message
- Principal name as it should appear on bookings, or a reference the hotel already holds
- Who we reply to (you, a deputy, or both) and whether the principal should be copied
- Who can approve a rate or a change
- Dates, city, and the service (stay, car, table, or a combination)
- Constraints: privacy, no marketing email, no WhatsApp to the principal, invoice routing
Approvals
We will not commit a hotel, car, or table until the named approver accepts the option. If you need a hold while the principal decides, say how long the hold can last — hotels and restaurants set that, not us.
Communication
We aim to reply within a few hours between 9am and 9pm. Urgent same-day airport cars and same-evening tables are reviewed as quickly as possible. This is not a 24/7 operations centre.
Keep passports, payment-card numbers, and sensitive family details out of the public form. Send those through the channel we agree after the first reply.
Send an assistant brief. Related: hotel checklist, transfer checklist.