Duties of a Concierge in the Hospitality Industry

Who is a Concierge?

Concierge is generally found in hospitality establishments like hotels, restaurants, spa, etc. A concierge in a hotel is an employee who is designated to receive/ attend guests. A personal concierge is someone who is engaged by private clients to run their various personal errands.

Do the front desk and a concierge mean the same?

The front desk is a raised counter where more than two clerks serve guests at the same time. One must ask the front desk where they can locate the concierge. So in some aspects, these two positions are different.

What is the difference between a receptionist and a concierge?

A receptionist typically receives visitors and calls while a concierge attends to the various demands of guests in a hospitality establishment.

What are the responsibilities of a concierge?

Responsibilities of a concierge will differ based on where they are employed and who their employer is and what kind of services the employer wants to provide for his guests. For example, a concierge of a luxury hotel will serve as a butler. The concierge will also handle the booking of dinner reservations and transportation and other errands based on the client/customer. A concierge is someone who will do specialty tasks that are difficult or may need a specialist touch to them.   

What are the tasks a concierge can do?

A concierge can do all types of work-related tasks depending on where he is employed and the level of tasks his employer expects from him/her. Examples of work-related tasks may include fixing an appointment with a doctor, barber, hairdresser, dinner reservations, getting clothes ironed. Other tasks can include getting materials for a printer, setting up a courier service, handling mail and other errands for clients.

What skills must a concierge have?

A concierge must have excellent verbal and written communication skills since they will directly interact with high-end clients on a daily basis. He/she must have excellent customer service skills and they must be well prepared to meet all the customer’s needs. It’s good to have clerical knowledge and the concierge must have well-honed time management and planning skills.

What are the job duties of a concierge?

Typical duties of a concierge may include making dining reservations, procuring tickets, making travel and sightseeing and touring arrangements for their guests. A concierge can also help in providing information about queries related to shopping, dining, nightlife, etc.

Is the concierge a free service or a paid service?

Typically concierge services are free and tipping isn’t mandatory but it is appreciated.

What is the career progression from a concierge to a manager?

If you have previous experience as a guest service agent, front desk agent, guest service representative or as a receptionist you can try to apply for the position of a concierge. Previous experience does make a lot of difference and it does help to have knowledge of handling customers and providing exceptional customer service. The natural progression from the concierge would be to become a manager. 

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