Whether in high-end hotels or shopping centers, concierges enhance customer experience with highly personalized services. Read on for a standard concierge job description that employers can easily copy/paste or further customize for official job ads. Applicants can also use this information as a reference for resumes, CVs, cover letters and interview preparations. We also added some resources and insights that will help you get a better sense of what’s it like to be a concierge and what it takes to be great at it.
Concierge Job Description
A concierge job is all about personalized assistance—ensuring superior customer service from the moment customers or guests step into the establishment until they leave. This includes warmly welcoming them, attending to their requests, assisting with reservations and offering recommendations and other helpful information.
Concierge Job Responsibilities: What Does a Concierge Do?
A concierge job includes the following tasks:
- Greeting customers or guests and being their first point of contact
- Managing customer or guest inquiries
- Providing information about the establishment and its services and other offerings
- Booking reservations
- Arranging transportation
- Handling customer or guest complaints in a courteous manner and resolving issues
- Conducting administrative tasks such as answering phone calls or responding to emails
- Offering recommendations for dining, sightseeing, shopping, etc.
- Responding to emergencies by notifying authorities, evacuating guests, or, if possible, providing first aid
- Ensuring that security measures are accounted for by checking IDs, etc.
- Maintaining the appearance of the lobby or hosting area
- Organizing customer or guest records and appointments
Overall, the role of a concierge is essential to ensure a good and lasting impression on customers or guests and enhance their overall experience.
Concierge Job Training & Education
Many concierge jobs only require a high school diploma or equivalent. Although there are no specific educational requirements, having some form of postsecondary education, especially in the hospitality field, can give you an edge in the concierge competition. There are also certification programs that you can qualify for, like that of the National Concierge Association and Les Clefs d’Or USA, which are bound to open up more opportunities. When you start a new concierge job, you will most likely attend orientations and training that discuss the establishment, services and business culture, which may vary depending on the industry and your specific duties.
Skills & Qualifications Needed for a Concierge Job
Concierges must have the ability to manage people’s expectations or even exceed them. This requires a thorough understanding of the needs of customers or guests, providing accurate and valuable information and helping deliver the promise of the business. Here are some of the key skills and qualifications to do just that:
- Communication and social skills
- Customer service and professionalism
- Attention to detail and accuracy
- Good organizational and time management skills
- Knowledge of the area, including local establishments, attractions, etc.
- Conflict resolution
- Good body language, including posture, eye contact and facial expressions
- Telephone etiquette
Following technological advancements and the increasing demand for personalized services, concierge jobs have also expanded to sectors in and out of hospitality. Here are some of the most common types.
- Hotel concierge: Receives customers or guests and assists them with a variety of needs throughout their stay
- Travel concierge: Helps customers plan their trips, including driver and transport facilities, itineraries, hotel and restaurant reservations and everyday assistance
- Medical concierge: Facilitates patient care coordination, including doctor’s appointments, medical tests, specialist referrals, payment guidance, etc.
- Shopping concierge: Assists customers in purchasing specific items, great bargains and deals or hard-to-find items, like a personal shopper
- Lifestyle concierge: Supports customers in all areas required to manage their lifestyle, from paying household bills to schedule management, among many other errands
Related Concierge Career Advice
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