Concierge Job Descriptions, Average Salary, Interview Questions

[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

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

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

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