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.
Concierges can be found in all kinds of lodging establishments, from hotels to resorts and everything in between. They usually work for wealthy travellers 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;
- 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; 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;
- 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.
- 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.
- Working alongside the other departments in order to better assist guests.
- Building a network of vendors.
The average Concierge salary is $33,744 per year or $17 per hour. This is the same as the Median wage of the country. Entry level positions start at $24,000 while most experienced workers make up to $47,000. These results are based on 383 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;
- 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. College education in Hospitality is usually preferred, as well as proficiency in Microsoft Office Suite and in a secondary language aside from English.
Hotel Concierges are also required to have a minimum of one (1) to two (2) years of experience in a luxury hospitality environment. They must also be able to work flexible schedules, including weekends and holidays, as well as to stand for an eight-hour long shift.
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.