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Hotel Concierge Duties and Responsibilities
The type of organization a hotel concierge works for will determine the exact roles and responsibilities they take on. Based on job listings we analyzed, a hotel concierge's duties typically involve:
Greeting Customers The hotel concierge is the first point of contact for customers and guests entering the hotel. They are the face of the hotel's brand, so professionalism and a friendly and approachable disposition are important to making guests feel welcome.
Assist Guests with Queries Guests may have an issue with their room, trouble working equipment in the hotel, or have a question regarding services; the hotel concierge deals with these inquiries to resolve issues quickly and efficiently.
Book Reservations The hotel concierge answers phones and responds to emails to make bookings and reservations for guests, making a note of any special requirements or requests for a particular room type or view.
Make Recommendations Extensive knowledge of the surrounding local area is vital for hotel concierges, as they often provide informed recommendations to guests about dining options and nearby attractions.
Arrange Events, Transport, and Excursions The hotel concierge works with external companies to arrange excursions to surrounding attractions, book taxis and other transport, and arrange events on behalf of guests.
Hotel Concierge Skills and QualificationsHotel concierges should have strong interpersonal skills, provide excellent customer service, and have the ability to maintain a composed and professional demeanor at all times. Typically, employers will require a high school diploma as well as the following abilities:
- Communication skills - hotel concierges need to be effective communicators, as they deal with people from a variety of backgrounds on a daily basis. Proficiency in English is a must, but many employers prefer applicants who are multilingual
- Customer service skills - a strong customer focus and a drive to deliver the best possible guest experience is vital to this job, so applicants need prior experience providing great customer service
- Problem-solving skills - when issues or unexpected problems arise, hotel concierges need to think quickly to resolve them, so good decision-making and problem-solving abilities are crucial
- Time management - hotel concierges need to manage their time efficiently, multitask, and prioritize duties to ensure everything is completed in a timely manner
- Mathematics - with duties that include processing payments and issuing refunds and discounts, hotel concierges need to have good math skills
Hotel Concierge Education and TrainingThe minimum requirement to become a hotel concierge is a high school diploma. To gain a competitive edge in the job market, applicants may choose to gain a postsecondary degree or hospitality-related certification. Hospitality management degree and certificate programs include topics such as travel planning, tourism marketing, and management communication. Most people in this role learn skills through on-the-job training.
Hotel Concierge Salary and OutlookThe median annual salary for hotel concierge is $37,000. Hotel concierges in the 10th percentile earn around $24,000 annually, while the highest paid earn nearly $50,000 a year. Bonus structures can reach up to $4,000 in this job, and commissions can provide over $8,000 in additional earning potential. Not all people in this role receive health benefits, but a majority receive medical coverage, and just under half also receive dental coverage. The Bureau of Labor Statistics predicts that this field will grow by 11 percent through 2026.
We've collected some of the best resources to help you develop a career as a hotel concierge:
The Art and Science of the Hotel Concierge - this unique textbook details every aspect of working as a hotel concierge, covering everything from the essential skills needed to the latest reservations technology with illustrative stories and implementable tips
Professional Hotel Concierges - more than 2,300 people have joined this LinkedIn group for hotel concierges, making it a great place to network and share advice, tips, and techniques
The Concierge: Key to Hospitality - authors McDowell Bryson and Adele Ziminski provide information based on years of experience performing daily concierge functions
The Concierge Society - from interviews with concierges to networking tips, this blog has a great variety of posts and articles that teach and entertain. Readers will find tips that they can take straight to the workplace to enhance their performance
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