A Hotel Concierge’s main responsibility is to assist guests with everything they need, from making dinner reservations to acquiring tickets for special events; they basically act as a personal assistant to guests during their stay at the hotel. This job involves a lot of multitasking, as Concierges often have to deal with several clients at once all while offering them a personalized service to keep them happily satisfied.
Concierges can be found in all kinds of lodging establishments, from hotels to resorts and everything in between. They usually work for wealthy travelers to whom they provide their unique set of skills and expert advice.
Here’s a non-exhaustive list of common tasks Hotel Concierges are required to complete.
- Ensuring the best guest experience, so that they always come back for the first-class service.
- Foreseeing and assessing the guest’s needs:
- Complying with the establishment’s regulations and good practices to ensure customer satisfaction;
- politely greeting guests, always with a smile;
- catering to the guests’ needs by anticipating and answering their requests in a timely manner;
- providing personalized recommendations to the guests, such as local attractions or special events;
- making any kind of reservations, including restaurants, hotels or airlines, as well as acquiring tickets to any event, and arranging for any other special requests;
- assisting guests in case of an emergency, recommending health centers for them to go to; and
- handling outgoing and incoming correspondence in an accurate and timely manner.
- Communicating with the guest:
- Being the liaison between the guest and the hotel;
- responding to the guests’ questions and inquiries; and
- ensuring all information provided to the guest is current and accurate.
- Following up with guests in an exceptionally timely, thorough, and professional manner:
- Keeping the guests up-to-date in regards to their requests; and
- receiving feedback regarding the events they attended and the service provided by the hotel.
- Using a database software to keep track of vacancies, reservations, and other guest activity:
- Assigning rooms to arriving guests and checking them in;
- filing and reviewing daily logs, such as guest accounts, payments received, receipts, and vouchers;
- keeping records of the guests’ personal information (e.g. cell phone number, car plates, friends, family, favorite places, emergency numbers) in order to create a profile of frequent guests and provide a more personalized service;
- ensuring guest satisfaction scores are consistently maintained; and
- presenting invoices to departing guests, as well as receiving and processing payments accordingly.
- Being knowledgeable about the city and being prepared to suggest an activity that meets the guest’s needs:
- Providing knowledgeable and comprehensive information about the hotel and its surroundings, including restaurants, attractions, events, transportation, and recreational activities; and
- promoting the hotel’s food and beverage facilities, as well as all the internal recreational activities.
- Developing a business network with the local venues and vendors:
- Networking with leisure, dining, and transportation companies and providers; and
- supplying the guests with hard-to-get tickets or reservations to the best restaurants.
- Greeting guests with a smile.
- Catering to the guests’ needs by assisting them with all kind of requests (e.g. reservations, sightseeing tours, or tickets to special events).
- Being the point of contact between the guests and the establishment.
- Getting to know the guests in order to suggest the best activities and events, as well as to make it a personalized experience.
- Providing guests with any information about the hotel, the surrounding area, and/or the city.
- Asking guests about the quality of their stay in order to receive feedback on how to improve services.
- Working alongside the other departments in order to better assist guests.
- Building a network of vendors.
The average Concierge salary in USA is $31,476 per year or $16 per hour. This is the same as the Median wage of the country. Entry level positions start at $22,000 while most experienced workers make up to $44,000. These results are based on 425 salaries extracted from job descriptions.
- Interpersonal and communication skills:
- Communicating clearly, both verbally and in writing, in order to create a clear and communicative environment with guests and members of other departments;
- speaking fluent English, as well as a second language, French and Spanish being the most sought after;
- fostering teamwork and quality service at all times; and
- being able to deal with a diverse group of people in potentially adversarial situations using a calm, polite, tactful, discreet and effective approach.
- Organizational and time management skills:
- Having strong multitasking skills; being able to work in a dynamic, fast-paced environment; and
- being organized and detail oriented.
- Analytical, problem-solving, and decision-making skills:
- Being driven to achieve goals;
- identifying issues and resolving problems in a timely manner;
- being able to analyze guests so as to identify their needs in order to make the proper recommendations;
- being able to exercise comprehensive judgment; and
- being able to think independently.
- Self-motivated, decisive, responsible and driven to provide the best service.
Aside from the skills listed above, a Concierge also needs to be familiar with the different kind of commercial establishments present in the local area (e.g. restaurants, attractions, and shops) and be capable of providing assistance with directions. Proficiency in Microsoft Office Suite and fluency in a second language aside from English is usually preferred. Concierges must also be able to work flexible schedules, including weekends and holidays, as well as to stand for an eight-hour long shift.
In terms of education, having a bachelor’s degree is not obligatory. However, having a Hospitality Management degree or having completed a course in any related field is becoming a popular request among employers. Additionally, it is highly advisable to get a certification as Concierge or being part of a training program, which are usually offered by institutions such as The International School of Hospitality and The American Hotel and Lodging Educational Institute.
Hotel Concierges are also required to have a minimum of one (1) to two (2) years of experience in a luxury hospitality environment. However, experience assisting customers, clients, or guests is also accepted. When hired, Concierges usually receive on-the-job training.
Something most positions in the Hospitality field have in common is that the candidate doesn’t necessarily need a college degree to get promoted. An entry-level job will help the applicant develop and master the skills and abilities required to progress in their professional journey. Accordingly, these professionals can first start as a Bellhop or Front Desk Clerk in a hotel and work themselves up to the Concierge or Manager position.