Career Development

What Does a Concierge Do?

Find out what a concierge does, how to get this job, and what it takes to succeed as a concierge.

A concierge is an important part of the hospitality industry. They’re responsible for assisting guests with their needs before, during, and after their stay at a hotel. This includes everything from making restaurant reservations to providing directions and other local information.

Concierges are often the first point of contact for guests when they check into a hotel. They may greet them at the front desk or help them with their luggage as they check in. Once guests are settled into their room, they can turn to the concierge for any additional assistance they might need during their stay. This might include ordering a taxi or recommending local attractions or restaurants.

Concierge Job Duties

Concierges typically have a wide range of responsibilities, which can include:

  • Providing travel arrangements such as booking flights, arranging accommodations, and planning events
  • Coordinating with vendors such as florists, event planners, and photographers to help arrange special occasions such as birthdays or weddings
  • Coordinating home deliveries such as groceries and dry cleaning
  • Providing information about local events and activities to guests
  • Helping guests with special requests such as arranging for a limousine ride or a babysitter for an evening out
  • Handling guests’ complaints or problems during their stay, such as fixing a leaky faucet or replacing lost items from the mini bar
  • Organizing social events such as cocktail parties or charity events
  • Managing concierge desk operations, including answering phones and addressing guest concerns
  • Planning events such as birthdays, anniversaries, or corporate entertainment events such as concerts and sporting events

Concierge Salary & Outlook

Concierges’ salaries vary depending on their level of education and experience. They may also receive commissions and bonuses for providing exceptional service. Some concierges are unionized and may have negotiated better wages and benefits.

  • Median Annual Salary: $36,000 ($17.31/hour)
  • Top 10% Annual Salary: $86,500 ($41.59/hour)

The employment of concierges is expected to grow faster than average over the next decade.

Demand for concierge services is expected to increase as more people use these workers to plan and coordinate their travel, entertainment, and other needs. Concierges will be needed to arrange special activities and events for guests at hotels and resorts.

Related: In-Depth Concierge Salary Guide

Concierge Job Requirements

The following are some of the qualifications that are often looked for in concierge candidates:

Education: While there are no specific education requirements for a concierge, many employers require a high school diploma or GED. Some employers prefer an associate’s degree in hospitality, business or a related field. An education in communications, business or hospitality can help you understand the technical aspects of running a business.

Training & Experience: Most concierges receive on-the-job training from their previous employers. They may also receive training from the property management company or building owner. This training may include learning about the building, the building’s policies and procedures, the building’s emergency procedures and the building’s amenities.

Some concierges may also receive training in the form of seminars or conferences. These conferences may help them learn about the latest trends in the hospitality industry, including the latest technology, the latest trends in customer service and the latest trends in the concierge industry.

Certifications & Licenses: Professional certifications allow concierges to gain more useful knowledge of their duties, sharpen their customer service skills and problem-solving abilities and increase their earning potential.

Concierge Skills

Concierges need the following skills in order to be successful:

Customer service: Customer service is the ability to interact with customers in a friendly and helpful manner. Concierges often provide customer service to their building’s residents, guests and visitors. They should be able to answer questions, direct people to the right resources and provide solutions to any problems they encounter.

Multi-tasking: Concierges often have many tasks to complete in a short period of time. They can multi-task by completing several tasks at once, such as checking in guests, answering phone calls, sending emails and updating records. They can also multi-task by completing one task at a time but doing each task quickly.

Public speaking: Concierges often present information to guests and answer questions about the hotel’s services and amenities. Public speaking skills can help you explain complex information in an easy-to-understand way. You can also use public speaking skills to give tours of the hotel or answer questions from guests.

Time management: Time management is another skill that can help concierges be more efficient in their work. They may need to manage multiple tasks at once, so it’s important for them to be able to prioritize their work and stay on schedule. This can help them meet the needs of their guests more quickly and efficiently.

Strategic thinking: Concierges use strategic thinking to plan itineraries for their clients. They consider the client’s preferences and needs and create a plan that ensures the client has a positive experience. For example, a concierge may plan a day of activities that allows a client to visit a museum, a spa and a restaurant.

Concierge Work Environment

The work environment for a concierge is usually in a hotel, office building, or other large public facility. They typically work shifts that include evenings and weekends, as these are the times when most people use the services of a concierge. The job can be stressful, as concierges must be able to handle a variety of tasks at once and deal with difficult customer requests. They must also be able to remain calm and professional in high-pressure situations.

Concierge Trends

Here are three trends influencing how concierges work. Concierges will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace.

Rise of Concierge Services

The concierge industry is booming, as more and more people are looking for personalized service. This trend is especially apparent in the travel industry, where customers are looking for help in planning every aspect of their trip.

As concierge services become more popular, professionals in the industry will need to be able to provide a high level of customer service. They will also need to be familiar with a variety of different industries, so that they can provide the best possible service to their clients.

Technology Makes Concierge Work Easier

The use of technology is making the work of concierges easier and more efficient. For example, many concierges are using mobile apps to book reservations and manage other requests.

As technology continues to evolve, concierges will need to find ways to use it to their advantage in order to provide the best possible service to their clients. In addition, they will need to be familiar with the latest trends in technology so that they can recommend the right products and services to their clients.

A Focus on Emotional Intelligence

As the world becomes more and more digital, the role of the concierge is evolving.

Concierges are now expected to have strong emotional intelligence skills in order to provide a high level of customer service. This means being able to understand and respond to the needs of customers, both verbally and non-verbally.

In order to stay competitive, concierges need to be able to provide an experience that is personal and tailored to each individual customer. By developing strong emotional intelligence skills, concierges can create a connection with customers that will keep them coming back for more.

Need for Better Communication Skills

The role of the concierge is changing as more and more people are using online services to book appointments and make reservations. This means that concierges will need to develop better communication skills in order to effectively manage these interactions.

As concierges are increasingly relied upon to communicate with customers online, they will need to be able to effectively manage customer expectations and resolve any issues that may arise. This requires strong communication skills, as well as a deep understanding of the services that they offer.

The Changing Role of a Concierge

The role of a concierge is changing as more and more people are using online services to make reservations and book appointments. This is leading to a need for concierges who are familiar with these online services and can help customers with their reservations.

Concierges who are able to use online services to help customers will be in high demand, as they will be able to provide a valuable service that many customers are not able to get on their own.

A More Complex Work Environment

The modern workplace is becoming increasingly complex, which is creating a need for concierge professionals.

As companies become more global and diverse, the need for professionals who can manage and navigate these complexities increases. Concierge professionals are well-equipped to handle these challenges, as they have the skills to manage relationships and navigate through difficult situations.

This trend is likely to continue in the future, as the workplace becomes even more complex. Concierge professionals who are able to adapt and thrive in this environment will be in high demand.

How to Become a Concierge

There is no one-size-fits-all answer to this question, as the best way to become a concierge may vary depending on your qualifications and experience. However, many concierges start their careers in the hospitality industry, working their way up from positions such as bellhop or front desk attendant. Other possible paths include pursuing a degree in hospitality management or hotel and restaurant management, or becoming certified by the International Concierge and Hospitality Association.

Related: How to Write a Concierge Resume

Advancement Prospects

There are many ways to advance in the concierge field. One of the best is to get certified by the National Concierge Association (NCA). The NCA offers several levels of certification, from Certified Concierge (CC) to Master Concierge (MC). The MC is the highest level of certification offered by the NCA.

Another way to advance in the concierge field is to become involved in the management side of things. Many concierges start out as front desk clerks or guest services representatives and then move up into management positions. Some concierges even open their own concierge businesses.

And finally, concierges can advance their careers by becoming involved in the educational side of things. Many concierges become concierge instructors or concierge trainers. They may also write books or articles about concierge work, or give lectures and presentations on the subject.

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