Concierge

A concierge’s on-the-job responsibilities often vary greatly depending on the facility where the job is located. Concierges are considered a part of the hospitality and travel industry. Most concierges are employed at hotels, while others can be employed on cruise ships, casinos, and resorts. The most important responsibility of the Concierge position is to make sure guests are having a very pleasant experience.

A concierge is responsible for greeting and welcoming guests, and continuing to be on-call to assist them with anything they may need during their stay. A successful concierge is flexible, adaptable, and accommodating. A good concierge is very knowledgeable about their employer’s facility as well as the surrounding area’s attractions and special events. The concierge must be able to accommodate the guest throughout any number of circumstances, must be knowledgeable about amenities available at the facility, and should be able to make informed local recommendations based on guest’s requirements. Those interested in pursuing a concierge career should consider taking a career assessment to ensure that this career will meet their needs.

A formal concierge job description will include communications, education, information gathering, and assisting with bookings. Smooth communication with guests is the primary responsibility of any concierge, including phone and face-to-face conversations. Expect guests to come to you with any and all of their questions and needs. The concierge must be able to communicate effectively and succinctly. The concierge will also provide the guest with all the information they need to enjoy their stay outside of the hotel, including nearby facilities and services, planning travel routes, arranging tours or event tickets, scheduling outings and securing private transportation.

Most good concierges maintain a file with a variety of brochures and pamphlets to provide to guests. The concierge should be personally familiar with the services he or she recommends, as the guests expect a snag-free experience. A concierge will be informed about local events and activities to suit any personality. Most concierges keep maps and are able to advise guests regarding travel routes and other pertinent travel information. It is important for the concierge to be educated about the surrounding areas as well.

Another responsibility of the concierge is to arrange bookings and tickets for special shows and events. Many concierges have local contacts with access to sold-out tickets or events, and facilities that cater to upscale clients and business travelers are expected to be able to arrange such outings.