Concierge Job Description, Skills, and Salary
Get to know about the duties, responsibilities, qualifications, and skills requirements of a concierge. Feel free to use our concierge job description template to produce your own. We also provide you with information about the salary you can earn as a concierge.
Who is a Concierge?
Some workers act as the first port of contact between a visitor or guest and an organization or entity. They are responsible for responding to inquiries and questions, coordinating travel plans, and directing questions to mention but a few. They are aware of the company’s culture and are groomed to uphold it always. Such individuals are known as concierges and are predominantly found in the hospitality industry. They ensure guests are comfortable, feel valued, and welcomed regardless of the timing. A concierge can also be found in real estate offices, hospitals, sporting facilities, and more. In some companies, a concierge is often called a guest relations manager or guest service worker; he or she acts as a specialized customer service rep and may serve as the link between clients and tenants in high-end apartment complexes. They ensure a smooth, pleasant, and worthwhile experience for patrons and guests alike by adopting an emergency approach to solve their queries. In short, a concierge must make sure that the guests, consumers, and clients are happy by providing excellent customer service and communication. The role of a concierge can arguably determine whether or not a guest or patron returns to the company or organization for more business.
As part of their job, concierges help guests organize their accommodation for the entirety of their stay, make special reservations, recommend restaurants, bars, and clubs, arrange errands including grocery delivery, and organize dry cleaning services where applicable. A concierge connects guests with the information they need, sets up routines and schedules, and provides convenient services so that they can relax and enjoy their vacation or focus on business during a trip. Most concierges develop partnerships with local businesses and travel agencies to create symbiosis or mutualism that can benefit both parties and their clients. As employees of multi-tenant buildings like a hotel or resorts that receive guests, concierges can also serve as lifestyle managers, personal assistants, or secretaries. They send and receive parcels on behalf of the client, coordinate porter service, arrange for spa services, procure tickets to special events, book transportation, and assist with various travel arrangements and tours. A concierge that works in a hospital serves patients and employees as well. Their services are becoming increasingly available and in demand. They assist hospital employees who work long shifts to develop a healthy work-life balance by standing in for them when necessary.
Independent and personal concierges and companies exist; they provide errand services and information services for their members, customers, partners, and clients. Typically, an independent concierge coordinates information requests, handles dinner reservations, makes telephone calls, and researches tourism arrangements and opportunities amongst others. Generally, the remuneration of a concierge varies drastically depending on several factors like the type and nature of the task for example. In some countries such as the United States of America and Great Britain, a concierge has evolved to become a key marketing and loyalty tool in the banking sector and is offered as a benefit on a luxury credit card. Similarly, the services of a concierge are now offered by financial institutions to their most valuable customers as a way of retaining and attracting clients. In an airport, a concierge helps travelers make it through customs, security, and immigration faster and provide lounge access. To operate and be recognized professionally as a concierge, an individual can apply and join the non-profit International Concierge and Lifestyle Management Association (ICLMA). This critically acclaimed association consists of professionals and individuals that own and operate a concierge, lifestyle management, and errand service business or endeavor; they provide global support and technical expertise to concierges and the aforementioned.
Furthermore, a concierge is required to possess previous hotel or hospitality experience to anticipate the needs of clients or guests and provide suggestions or recommendations and local services to the guest. Relatively, a concierge works in a highly visible and service-oriented environment and focuses on fulfilling multiple requests simultaneously. Also, they make autonomous decisions to ensure guest satisfaction. He or she might stand for long periods and must be able to work flexible schedules including holidays and weekends. Undoubtedly, the position of a concierge is a bright outlook occupation that is expected to grow rapidly in the next few years.
Concierge Job Description
Below are the concierge job description examples you can use to develop your resume or write a concierge job description for your employee. Employers can also use it to sieve out job seekers when choosing candidates for interviews.
The duties and responsibilities of a concierge include the following:
- Respond to phone calls and email inquiries from current and potential guests on time.
- Anticipate the guests’ needs to accommodate them and provide an exceptional guest experience.
- Liaise between guests and any department including the kitchen and housekeeping.
- Maintain and keep an inventory of supplies and order new stock when necessary.
- Greet visitors and guests warmly and make them feel welcome, respected, and attended.
- Receive and redirect phone calls, emails, and other packages.
- Recommend a restaurant and other activities and assist guests in organizing transportation and excursions if applicable.
- Ensure that the guest spaces and lobby are clean and tidy always.
- Welcome customers upon arrival or entrance and confirm reservations.
- Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations.
- Respond to complaints and find the appropriate solution for all and sundry.
- Understand the customers’ needs and provide them with personalized solutions by suggesting activities and facilities provided by the employer.
- Act as the point of reference for guests who need assistance or information and attend to their wishes and requirements.
- Perform basic administrative tasks.
- Maintain updated knowledge of assets specific to the company’s needs.
- Build and maintain positive relationships with guests.
- Represent the employer with integrity, uprightness, and dedication.
- Multitask and prioritize as necessary to meet the guests’ needs.
- Provide excellent customer service and attention to detail.
- Maintain high ethical standards and professionalism.
- Make reservations for guests at local eating or entertainment establishments arranging for taxi or shuttle services upon request.
- Assist in the facilitation of onsite events such as weddings or corporate events.
- Assist with processing and verification of reservation payments as needed.
- Communicate with the maintenance department to ensure the reliability of hotel amenities.
- Promote hotel features and services to guests by providing information about rooms and other amenities.
- Arrange childcare services for guests.
Qualifications
A concierge assists guests, patients, and clients to ensure an enjoyable stay; they organize bookings for dining and spa sessions. He or she also makes entertainment reservations and arranges shuttle or taxi services. A concierge can offer recommendations on things to do in the area, places to eat, and other suggestions as requested. Therefore, getting a position as a concierge may require certain qualifications depending on the level of jobs an individual is applying for including;
Training: A candidate applying for a concierge position in a medical office may require training in medical office procedures and best practices. Also, several companies, employers, and organizations offer training to teach proprietary systems. Most concierges learn the skills and knowledge they need for their role while working as a front desk agent or another entry-level customer service-focused role. Corporate training is offered on-the-job as part of the orientation process. Often, this includes a period of reviewing training videos and/or safety instruction followed by shadowing a current concierge for one to two weeks.
Education: The position of a concierge varies from business to business and some may require a bachelor’s or associate degree while others might only require a high school diploma. Some employers rarely cite or mention any minimum education requirement. Hence, a bachelor’s degree in the hospitality-related field is often preferred. Skills such as a service-oriented mindset, positive phone demeanor, and verbal communication skills are taught in the degree. Relatively, the students are groomed to develop a basic knowledge of office equipment such as scanners, printers, and copiers as well as Microsoft Office suite (Word, outlook, excel, and PowerPoint).
Experience: Most times, concierge positions require up to three years in a similar or equivalent position. For example, previous hospitality experience is mandatory for a role as a concierge in a hotel. Good knowledge of local restaurants, exhibits, services, and shopping is generally required. Additionally, experience and background in customer service while working independently are a bonus.
Certification: Professional certifications allow a concierge to gain advanced knowledge of his or her duties, tasks, and responsibilities. Also, certifications sharpen the concierges’ customer service skills and enable them to perform the required functions effectively. Most employers favor applicants with professional certification. Examples of the most common certifications for a concierge include the certified hotel concierge and the international concierge association.
Essential Skills
A concierge is hired to provide outstanding customer service to all guests throughout their stay. A thorough understanding of the local vicinity and what it has to offer are required to give informed advice to clients. Successful concierges develop, hone, display, and harness certain skills to stand out among competitors during recruitment and interview. Below is a list of the most important skills for a concierge as well as related skills employers seek in candidates for concierge roles;
Customer service skills
A concierge uses his or her excellent customer service skills to anticipate, antedate, and meet the guests’ needs. Depending on the industry or company, a guest might ask for a hard-to-find item. Also, guests might ask the concierge to arrange a hard-to-get reservation or book an exotic service. Proficiency in customer service allows the concierge to perform such difficult tasks effectively.
Communication
Outstanding communication skills are vital for a concierge. Being a good communicator also means being a good listener. A concierge speaks with guests regularly so he or she must speak clearly and maintain a positive tone and helpful attitude. Similarly, a concierge needs to listen carefully to a guest’s requests to provide a positive experience and to proactively identify any support they may need.
Technical skills
Most concierges use software to access reservation records, search engines to answer guest questions, and spreadsheets to perform data entry duties. Elementary literacy is required to use reservation software and data entry programs; hence, technical skills and efficient web searching is major skill.
Professionalism
Since a concierge represents the employer or organization and interacts directly with guests, they must look and act professionally always. Professionalism should be depicted in their attire, choice of words, and demeanor to make guests trust the concierge and their suggestions.
Time management
Time is of the essence for concierges; they perform several tasks daily and attend to different guests who come with their distinct needs, inquiries, and requirements. Therefore, a concierge needs time management and planning skills to avail himself or herself equally to all guests to answer questions, make bookings, and address concerns.
Knowledge of the locality
Finally, a concierge provides guests with suggestions for entertainment and various services within the company and in the surrounding geographical area. Thus, it is important to know the area, its best and most affordable restaurants, and the most interesting tourist and attraction center.
How to Become a Concierge
The most common path to becoming a concierge includes the following steps;
Complete high school education or equivalent. However further education in tourism or hospitality at local colleges, universities, or trade schools is beneficial for advancing skills that will serve guests.
Gain related experience in retail, hospitality, customer service, or entry-level front desk positions. Become familiar with the local area and its offerings; this is necessary for making recommendations, booking reservations, and arranging day trips for guests.
Earn a professional certification by attending online and onsite certification programs to develop exceptional abilities. These programs provide the basic training for a concierge such as web searching, data entry, and relationship building.
Prepare your resume and tailor it specifically to the concierge role you wish to apply for. Emphasize your strongest skills and highlight your relevant experience.
Check the job listings in the area and apply to positions you are qualified for based on required skills and experience.
Where can a Concierge Work?
Industries or companies with the highest employment for a concierge include traveler accommodations, real estate, continuing care centers, retirement facilities, assisted living entities, sports firms, and hospitals. Others include hotels, retail, and resorts. Some concierges are also employed by;
Banks and financial institutions
Customer service firms
Clubs and restaurants
Airports and lifestyle companies
Concierge Salary Scale
Typically, a concierge works full-time and shifts are usually days and afternoons. The salary scale for a concierge can be influenced by skill level, work experience, and the employer’s location, size, and level of service. Generally, a concierge earns an average of $14.21 hourly. Most salaries range from $7.25 to $29.10 per hour. Annually, a concierge earns between $21,850 to $59,380.