Hotel Concierge Job Description, Skills, and Salary
Get to know about the duties, responsibilities, qualifications, and skills requirements of a hotel concierge. Feel free to use our hotel concierge job description template to produce your own. We also provide you with information about the salary you can earn as a hotel concierge.
Who is a Hotel Concierge?
Several hotels worldwide employ workers to coordinate different activities. From waiters and waitresses to kitchen staff, these employees help to direct the activities of the hotel and make it hospitable for guests. While other factors may determine a client or guest’s comfortability, service delivery arguably stands out as the most important. Hotels that provide top-notch services to guests often get high ratings or reviews and patronage. A customer can easily recommend or not a hotel if he or she enjoys their stay. A distinct group of professionals that ensure a client or guest feels comfortable and happy during their stay in a hotel is the hotel concierges. Although they may perform similar responsibilities and duties as normal concierges, their services are specifically rendered in hotels. They have been trained and groomed to provide excellent customer services amongst others to guests or patrons within a hotel setting. They have been recognized and acknowledged to be among the essential employees in a hotel. Therefore, this article will delve into the meaning and scope of a hotel concierge, the specific job description of hotel concierges, the major qualifications and requirements of a hotel concierge, the essential skills for a hotel concierge, the salary scale of a hotel concierge, and the steps to consider to become a hotel concierge.
A hotel concierge can simply be defined as an employee in a hotel who assists guests with several needs. They help a guest save time and ensure that things are as convenient and pleasant as possible throughout their stay. Most hotel concierges work at the main entrance desk of the hotel; usually, they are the first employees a guest or customer meets on arrival. They are mandated to be friendly and cordial since the first impression a client will have of the hotel depends on their efficiency and personality. Often, a hotel concierge provides personalized guest services by sharing the very best attractions, events, and venues the hotel and its destination have to offer. The hotel concierge also caters to the entertainment, tourism, and reservation needs of hotel guests and ensures a satisfactory stay for a hotel guest by helping with a litany of requests from the concierge’s desk in a hotel lobby. Knowing what a hotel concierge does is the first step in excelling in the role; the successful hotel concierge performs their duties with a smile always. They have outstanding knowledge of computer applications and software alongside other skills.
Becoming a hotel concierge has been reported to be an interesting career choice; they enjoy working flexible hours in a comfortable and aesthetically pleasing and ambient work environment. Similarly, a hotel concierge works at night or early in the morning depending on the shift patterns and employer. Hotel concierges are people persons who work comfortably with different individuals. Crucially, a hotel concierge can grow and advance to a managerial position within the hotel through experience, advanced education, boisterous work ethics, and thorough dedication to work. A hotel concierge improves or enhances the popularity and profitability of a hotel by ensuring everything runs smoothly and guests are adequately cared for. Additionally, a hotel concierge has extensive knowledge of the hospitality industry; they coordinate bell desk services and recommend sightseeing spots as well. He or she receives messages by phone or email which could be critical to a guest. A hotel concierge is the repository of all information inside and outside the hotel. Guests have confidence that all they need to do is to consult the reliable hotel concierge for any information they require. Information provided by a hotel concierge encompasses hotel facilities, hotel rules and regulations, management policies, schedule of events in the hotel, and guest information.
Sometimes, a hotel concierge is referred to as a guest relations manager; they act as the face of a business or enterprise as well as resources that guests can rely on. Importantly, the job of a hotel concierge is mostly specific to the hotel building they work in. Besides making the guest’s stay memorable, a hotel concierge ensures the smooth and effective running of a hotel or business. They serve as a guest’s liaison for both hotel and non-hotel services and know-how to provide concise and accurate directions. In some hotels, they organize special functions such as VIP cocktail receptions, secretarial services, ticketing for flights, theatres, and special events, and mobilizing off-premises attractions. He or she calls taxis, handles baggage, and runs other errands for a customer. A hotel concierge reports to a manager and highlights challenges and problems faced. They can demonstrate courtesy, enthusiasm, customer service orientation, proactivity, and the ability to work under pressure in the workplace. The hotel concierge maintains a professional, composed, and positive demeanor always and strives to make the impossible possible.
Furthermore, there is no such thing as a typical day for a hotel concierge since the events of each day are different. One day they may sit at a desk or near the lobby and handle incoming requests. The next day, the hotel concierge may provide map directions or ensure additional housekeeping needs such as extra towels or bottles of shampoo. Individuals with calm, easy-going natures do best as hotel concierges as some guests might arrive at a hotel stressed and can be impatient. Significantly, a hotel concierge can juggle many requests at the same time. The role of a hotel concierge is mostly full-time; they often form cordial relationships with local business owners and event marketers aimed at offering guests last-minute ticket opportunities and discounts.
Hotel Concierge Job Description
If you are passionate about starting a career in hospitality, you may wonder, what does a hotel concierge do? Is a career as a hotel concierge fulfilling? A hotel concierge handles several aspects of a guest’s stay in a hotel. From check-in to check-out, a hotel concierge is available to help a guest. They have various local contracts to meet travel, dining, and entertainment needs. The common duties of a hotel concierge include;
- Greet customers: A hotel concierge is the first point of contact for guests and customers entering a hotel. They act as the face of the hotel or brand; hence, professionalism and a friendly approachable disposition are important to make a guest feel welcome.
- Book reservations: They answer phone calls and respond to emails to make bookings and reservations for a guest or customer. Also, they take note of special requests for a particular room type or view.
- Assists guests with queries: A guest may have an issue with his or her room, trouble working equipment in the hotel, or have a question regarding the hotel’s services. A hotel concierge deals with these and other inquiries to resolve issues quickly and efficiently.
- Arrange events, transport, and excursions: A hotel concierge works with external and partner companies to arrange excursions to surrounding attractions, book taxis and other transport, and arrange events on behalf of the guests.
- Make recommendations: The hotel concierge has extensive knowledge of the vicinity where the hotel is located. This enables them to provide informed recommendations to a guest about dining options, sports extravaganza, and other suitable attractions.
- Provide maps and directions.
- Assist in on-site events such as weddings or corporate meetings.
- Recommend local medical or dental assistance.
- Communicate with housekeeping and maintenance departments.
- Manage mail, luggage, deliveries, and messages for guests.
- Develop and expand a network of contacts within the community.
- Arrange secretarial and other office services.
- Ensure orderliness and safety guidelines around the lobby and front door areas.
Qualifications
If you have ever stayed in a hotel, chances are you’ve noticed professionals assisting guests in the lobby or near the front desk. This employee is a vital part of the hotel experience. The major qualifications for a hotel concierge include;
- Personal qualities: A hotel concierge must possess a professional presentation and be highly reliable and responsible. He or she should be able to work well under pressure in a fast-paced environment. This is important to most hotels and hiring managers.
- Experience: Most employers emphasize work experience when hiring hotel concierges. The role involves working and attending to different people from different backgrounds and with special needs. Thus, a minimum of two years of experience as a concierge or in sales is mandated. Similarly, some hotel chains prefer candidates with an additional one year of supervisory experience.
- Education and training: At the very minimum, the role of a hotel concierge requires a high school diploma. To gain a competitive edge in the job market, applicants may choose to obtain a postsecondary degree or hospitality-related certifications. Most hospital-related degrees or certification programs cover topics such as tourism, travel planning, marketing, and management communication. However, a bachelor’s degree in hotel management, tourism, and hospitality is a bonus. Since the responsibilities of a hotel concierge might differ based on who is hiring, the desired level of education is ultimately up to the hotel. For example, a hotel in a vacation destination may favor a candidate with a background in tourism, while a hotel in a suburban area may prefer someone who studied hospitality. Most hotels provide on-the-job training for newly hired hotel concierges.
Essential Skills
A hotel concierge helps to improve a guest’s stay and ensures the business runs smoothly. Understanding what a concierge does and what prerequisites are needed is just the first step. To succeed as a hotel concierge, a skillset consisting of hard and soft skills can be beneficial. Below are the essential skills for succeeding in the position of a hotel concierge;
Customer service skills: A strong customer focus and a drive to deliver the best possible guest experience are vital to this role. Hence, an aspiring hotel concierge needs prior experience in providing great customer service.
Computer skills: A hotel concierge needs computer skills to perform their duties effectively. They often handle different hotel booking systems and navigate the booking process for tours, transport, dining reservations, and other entertainment. Also, the hotel concierge regularly processes payments meaning good computer literacy is vital. Basic knowledge of computer applications such as the Microsoft Suite can suffice.
Problem-solving skills: When issues or unexpected problems arise, a hotel concierge needs to think quickly to resolve them. Therefore, excellent decision-making and problem-solving abilities are crucial for this role. During an interview, a hiring manager might ask or create a hypothetical situation just to test the candidate’s problem-solving skills.
Administrative skills: A hotel concierge performs a series of administrative tasks; thus, administrative skills are crucial to excel in the role. These professionals can use this skill to complete jobs including sending and receiving phone calls and emails. In addition, these skills can help the hotel concierge to complete tasks that aid in managing a business or enterprise.
Time management: A hotel concierge needs to manage his or her time efficiently, multitask, and prioritize duties to ensure everything is completed on time.
Teamwork skills: Outstanding teamwork skills can help the hotel concierge to work effectively with front desk staff, maintenance staff, hotel managers, and cleaning staff. Having great teamwork skills ensures the workplace functions efficiently with little room for confusion, error, or misunderstanding. Good teamwork skills also save an enterprise time and resources. When a hotel concierge communicates well and practices empathy, he or she will invariably become a better teammate.
Other skills: Other important skills for a hotel concierge are mathematics skills, communication skills, organizational skills, self-motivation, and attention to detail.
How to Become a Hotel Concierge
Since a hotel concierge’s job is unique compared to other professions and presents several paths to employment, knowing how to become one may be difficult. However, if you are considering becoming a hotel concierge, follow the steps below;
- Choose an education path: The first step towards becoming a hotel concierge is deciding what kind of education to pursue. After high school, you can earn a bachelor’s or associate degree depending on the type of job you desire.
- Gain experience: You can find experience in other types of jobs that can help you to become a hotel concierge. Employers tend to favor candidates with experience in customer service, retail, travel, or administration.
- Earn certifications: To strengthen your curriculum vitae, apply for courses in customer service, business management, and even tourism to earn certifications and prove that you have advanced knowledge of the hospitality industry.
- Apply for a hotel concierge position: The final step after studying, gaining experience, and earning certifications is to search for hotel concierge roles. You can prepare yourself to work irregular shifts and weekends in this industry. Additionally, ensure your resume lists your skills, experience, and education in a way that is easily deciphered by potential employers.
Where to Work
A hotel concierge typically works in the hospital industry such as in hotels and resorts. Mid to high-level hotels hire hotel concierges to assist guests with questions and other tasks. Many hotel concierges find work in 5-star hotels that are locally-owned or part of a hotel chain or franchise.
Hotel Concierge Salary Scale
The median annual salary for a hotel concierge is $37,000. Hotel concierges in the 10th percentile earn around $24,000 per year while the highest-paid hotel concierges earn nearly $50,000 annually. Bonus structure can reach up to $4,000 in this role and commissions can provide over $8,000 in additional earning potential.