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 provide information and services to guests and receive payment for these services, as well as tips. They are employed by hotels, motels and resorts. Depending on the type of hotel, the duties of the Concierge may vary.
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.
- Responding to a wide variety of guest requests by accurately assessing the guest’s needs:
- Adding personal recommendations to achieve maximum customer satisfaction while complying with the hotel’s policies and regulations;
- accommodating special requests whenever possible;
- responding to all guest requests in an accurate and timely manner;
- making any kind of reservations, including restaurants, hotels or airlines;
- recommending special events to the guests;
- ensuring background and reference checks are completed; and
- acquiring tickets to any event; and
- processing outgoing or incoming packages, faxes, messages, and mail in an accurate and timely manner.
- Communicating with the guest:
- Being the liaison between the guest and the hotel;
- ensuring all information provided to the guest is current and accurate; and
- assisting customers in all inquiries related to hotel services, hours of operation, hotel personnel, in-house events, directions, etc.
- Following up with guests in an exceptionally timely, thorough, and professional manner:
- Keeping the guest up-to-date in regards to their requests; and
- receiving feedback regarding the events they attended and the service provided by the hotel.
- Maintaining an inventory of vacancies, reservations and room assignments:
- Registering arriving guests and assigning rooms;
- compiling and checking daily record sheets, guest accounts, receipts and vouchers in the hotel’s system;
- ensuring guest satisfaction scores are consistently maintained; and
- presenting statements of charges to departing guests, receiving payment and issuing the corresponding invoice.
- 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 the leisure, dining, and transportation providers, in order to promote exceptional work relationships; and
- supplying the guests with hard-to-get tickets or reservations to the best restaurants.
- Being aware and preparing for all in-house group meetings and VIP arrivals.
- Catering to the guest’s needs; assisting guests with a variety of requests (reservations, sightseeing tours, tickets to special events, etc.).
- Acting as a liaison between the guest and the hotel.
- Getting to know the guests in order to suggest the best activities and events, as well as making it a personal experience for them.
- Providing guests with any information about the hotel, the surrounding area and/or the city.
- Promoting team work and quality service through daily communications and coordination with the other departments in the hotel.
- 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.