Perhaps more than any other hospitality job, a concierge is there to provide joy, pleasure, and entertainment.

Some experienced travelers can arrive in a city and know exactly what to do and where to go to have a good time. But for every person like this, there are many more who need some help and guidance to get the most out of their time in a new city. This is where the concierge and guest services department shine.

If you’ve got the right personality, a guest services position can be a dream job. You get to help people maximize their holiday fun by making recommendations that they wouldn’t have known about otherwise.

Simply put, a top-notch concierge is the ultimate arbiter of cool.

What does a concierge do?

The main function of a concierge is to help guests execute their desired itinerary for their time in a city.

You must talk to guests, listen to their preferences or interests, and make recommendations for activities to enjoy, sights to see, and places to eat.

Beyond merely making suggestions, you also turn them into reality. If a guest wants to go to a specific trendy restaurant, you will call ahead and make the reservation for them. If they want tickets to the theater or a concert, you’ll make sure they are ready and waiting for them at the box office.

Beyond making recommendations, you have a number of other things to handle. Some of the daily duties of a concierge include:

• Arranging transportation 
• Answering guests emails/phone calls in a timely manner
• Greeting guests as they arrive to and depart from the building
• Acting as a liaison between guests and other hotel departments
• Maintaining supplies and tidying up your workspace

What is the difference between the concierge and reception departments?

The reception staff interacts with all guests that come into a hotel during their stay, at least through the check-in and check-out process.

On the other hand, some hotel guests may not need the concierge. These travelers know exactly what they want to do and where to go during their stay, so they might not need more than the key to their room and some fresh towels. Good for them!

However, the many guests that do need help from the concierge often find it to be the most useful service a hotel can provide. 

A great concierge helps create special experiences for guests that they wouldn’t have otherwise experienced on their own.

How do you become a concierge?

While it’s not necessary, having a higher degree of some sort will make it easier to get your foot in the door. 

While a formal hospitality education can be helpful, it’s not required. Any customer service experience you have in your work history will be relevant and useful as a concierge.

What is the concierge career path?

Landing an entry-level job in the guests service department will help you learn the ropes. You can observe how the more experienced concierges interact with guests and apply their tricks with your approach. 

After two years as a junior member of the guest services department, you'll be ready to make the move to a senior concierge position.

Once you’re in a senior position, you will be responsible for ensuring that the guest services department maintains a high standard of service. You must set an example for less experienced concierges on your staff and help them out if they need it.

After gaining a significant amount of senior level experience, you may be promoted to guest services manager. You could even move to take a management role in another department such as the front office or rooms division. The customer skills you develop as a concierge are applicable all throughout the hospitality industry.

What skills do you need to be a top notch concierge?

Attention to detail

Having a keen eye for detail will take you far as a concierge. This means you observe and actively listen to your guests needs or wants so you can deliver a special experience that goes beyond their expectations.

If a guest has you book them a ticket to a lively rock concert, you should have a couple recommendations for cool bars or restaurants near the venue that would fit with their plans.

Knowledge 

The hotel concierge should be a fountain of information on everything cool happening in a city. 

You must network with other businesses and employees in the hospitality, tourism, and entertainment industries to develop a rolodex of contacts. Creating a network allows you to get a table at a restaurant, tickets to the ballet, or entry to an exhibition that a guest can’t get on their own.

Interpersonal communication

If you are going to be a concierge, then you better be a people person. You should be passionate about giving recommendations and helping others enjoy themselves as much as possible.

An effective concierge is a strong communicator who is always listening to their guests with a smile on their face. By being actively engaged with your guests and their interests, you will be able to anticipate their needs. This way, you can provide them with a unique experience that goes beyond expectations.

For some people, a concierge's advice can make or break a trip. If you have the confidence in your knowledge and recommendations, then check out the open concierge jobs on Hosco today!