What Does a Concierge Do?
A Concierge, also known as a guest relations manager or guest service worker, is responsible for taking care of a wide range of customer or guest needs. Typically, they work in the hospitality industry, although some work in high-end office buildings and apartment complexes. Their main purpose is to ensure guests have a pleasant experience and all their needs are taken care of. To be a concierge, excellent communication skills and customer service skills are necessary.
In the course of a day, a concierge might assist guests or tenants with dinner and tour reservations, arrange tickets to events, and coordinate transportation. Other duties include greeting guests, managing customer complaints, running errands for guests, and ensuring requests for housekeeping and/or maintenance are taken care of in a timely manner. Working knowledge of computers, good written and verbal communication skills, and a polite and friendly personality are essential. A concierge must also be able to multitask and have an excellent knowledge of local dining, attractions, and shopping.
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National Average Salary
Concierge salaries vary by experience, industry, organization size, and geography. Click below to explore salaries by local market.
The average national salary for a Concierge is:
$39,122
Concierge Job Descriptions
It’s important to include the right content in your job description when hiring a concierge. The following examples can serve as templates for attracting the best available talent for your team.
Example 1
[Your Company Name] is seeking a new concierge. You will be responsible to deliver the highest quality customer service to all members and guests. As the first point of contact, you play a crucial role in ensuring everyone who visits feels welcomed and valued. In this role, you will enjoy a fun work environment while building value-based relationships, which increases member loyalty and assists them in meeting their healthy way of life goals. As an ideal candidate, you have proven customer service experience working in the hospitality industry or a related field.
Typical duties and responsibilities
- Greets guests and/or customers
- Handles guest or customer complaints
- Provides local information to guests, including directions, attractions, shopping, nightlife, or recreational opportunities
- Arranges transportation for special events, excursions, and tours
- Acquires tickets to special events or makes reservations for guests at a wide variety of venues, such as dinner, recreation times, or spa treatments
- Runs errands for guests
- Provides a range of business services such as shipping packages and assisting with printing needs
- Handles incoming and outgoing mail
- Manages luggage and deliveries
- Plans and schedules special events, parties, or meetings
- Arranges for interpreters or translators
- Managing requests for housekeeping and/or maintenance
Education and experience
- High school diploma or equivalent
- 2+ years of hotel guest services experience
Required skills and qualifications
- Exceptional verbal and written communication skills
- Proficient in Microsoft Office Suite or related software
- Strong problem-solving and critical thinking skills
- Positive attitude
- Flexible
- Patience
- Excellent organizational and multitasking skills
- Excellent administrative skills
Preferred qualifications
- Ability to speak a second language
- Experience in customer service, preferably in the hospitality industry
- Sales experience
- Associate’s or bachelor’s degree in hospitality, business, or related field
Example 2
This individual will assist with the day to day activities of the Concierge Desk at an award winning luxury hotel and provide the guest(s) with the highest level of service possible, while maintaining the hotel and Preferred standards of service.
Responsibilities
- Recognize guests, develop professional relationships with them and use their surnames as often as is appropriate
- Be the ambassador for the city and the hotel
- Maintain constant awareness of hotel operations (occupancy, arrivals, departures, VIP guests, amenities, etc.)
- Be the “expert” as to the hotel’s location in relation to major office buildings, points of interest and areas of the city to make appropriate recommendations and arrangements for guests
- Maintain current and complete information on relevant Boston area restaurants and nurture business relationships to obtain reservations on short notice
- Maintain listings of current and future theatrical performances, museum exhibitions, concerts, and other notable events while having the contacts to obtain tickets on short notice
- Maintain database of all services which guests might need including, but not limited to, translation assistance, babysitters, religious services, tailors, retail stores, museums, attractions, theatres, restaurants, shopping, and tours
- Coordinate any guests; tickets, floral, transportation, dining, etc.
- Handle all outgoing mail, courier and delivery packages daily
- Take reservation calls and monitor reservation channels when the Reservations Department has left for the day and on the weekends
- Ensure that all legitimate guest requests are handled in an efficient, appropriate manner
- Assist front desk as needed
- Use Concierge software to record all guest requests and communicate to colleagues on a daily basis
- Coordinate activities of drivers, bellmen, and doormen informing them of special guests and group arrivals at beginning of each shift
- Ensure that drivers, bellmen and doormen maintain standards of service, performance, and appearance at all times luggage delivery, retrieval, and storage is handled expediently and securely
- Resolve all guest requests, needs, issues, and complaints during the shift
Example 3
The Concierge is the face of the company and their main goal is to delight each and every customer. You will be responsible for clients from the moment they get in touch with the company, until their vehicle is in for their appointment. That includes fielding in-bound calls, chats, and emails; dispatching valet drivers; and ensuring that the schedule has been optimized each day. In this role you will juggle multiple clients at any one time, and will need to have exceptional communication skills, customer service experience, and empathy. Experience in the auto industry and with sales in any capacity are preferred, but not required.
Responsibilities
- Answer inbound phone calls
- Respond in a timely manner to emails, chats, and messages
- Dispatching drivers, and optimizing the schedule of appointments each day
- Approach every scenario with flexibility and responsiveness
- Be solutions minded by offering suggestions for various issues that may arise
- Other tasks as assigned
Requirements
- HS Diploma
- 2-3 years customer service experience
- Motivated, organized, and effective communication skills
Example 4
Concierge
Looking to create a magnifique and memorable experience for someone? As a concierge at this hotel, you have that opportunity!
What is in it for you
- Be part of a high performing team who supports and inspires each other to be your best self everyday
- Ability to make a difference through our Corporate Social Responsibility activities
- Joining a motivating and inspiring team of ambassadors, focused on personalized service and unique experiences
- Career development opportunities with national and international promotion opportunities. The sky is your limit!
What you will be doing
- Creating a wonderful and memorable experience for our guests
- Assisting guests with travel arrangements
- Acquiring extensive knowledge of the hotel facilities, nearby attractions, and restaurants to make the most suitable recommendations
Your experience and skills include
- Ability to focus attention on guest needs, remaining calm and courteous at all times
- Service focused personality is essential; customer related experience is an asset
- Be a collaborative team player, a creative problem solver who leads with your heart
- Excellent communication skills and professional presentation
- Prior experience working with Opera or a related system is an asset
Your team and working environment
- Be part of an exciting and influential team who encourage you to be your best self each day
- We recognize and celebrate team and individual successes
- A brand influenced by French indulgence offering a genuine experience of art de vivre for both ambassadors and guests
- A passionate and inspired team that creates unique experiences for all they meet
Candidate Certifications to Look For
- Certified Hotel Concierge. This certification is administered by The National Concierge Association (NCA) and is awarded based on concierge services excellence, continuing education in the hospitality industry, and community involvement. To obtain certification, candidates must attend the NCA orientation session and complete a written essay, exam, and interview with the National President and NCA Chief Executive Officer. They also must be approved by the NCA Executive Board of Directors. Emphasis is placed on a candidate’s guest service skills, proficiency using technology and the internet, ability to provide personalized service, diversity awareness, and immersion in global and cultural environments. Candidates employed as hotel lobby concierges with at least 90 days of experience in the field are eligible.
- NCA Certified Concierge. The National Concierge Association (NCA) grants NCA Certified Concierge certification status to NCA Concierge members who have demonstrated concierge services excellence, continuing education in the hospitality industry, community involvement, and who are active in the NCA. Qualifications include becoming a member of the NCA, attending the NCA Orientation session, and completing all requirements of the NCA Certification program, which include a written essay, exam, interview with the National President and NCA Chief Executive Officer, and approval by a majority vote of the NCA Executive Board of Directors.
- Art of Concierge (AOC) Certificate. The International School of Hospitality offers the AOC to candidates looking to take their guest service skills to the next level. This course combines theory and practice in providing candidates with the expertise they’ll need in dining, entertainment, and leisure, as well as developing their sense of self and integrity as a professional concierge. They will learn the latest and best practices in the industry from some of the most prominent individuals in the field. Key topics include creating comprehensive itineraries for guests and their parties, making recommendations for food, leisure, and entertainment, global guests and guest diversity, and safety and security.