How To Hire a Concierge

In this article, we’ll guide you through everything you need to know about how to hire a Concierge. We’ll help you ensure you find the right professional to meet your business needs whether it’s for a hotel, a corporate office or a residential building. 

Know What Type of Concierge You Need

While their core responsibilities remain consistent, a Concierge’s duties may vary significantly depending on their workplace or role level. Below, we outline eight types of Concierges to help you decide which one is best suited for your needs.

Corporate Concierge

A Corporate Concierge works in office environments. They handle tasks such as receiving and distributing packages, scheduling appointments and providing information about the company’s services or offerings. 

Hotel Concierge

A Hotel Concierge’s responsibilities include scheduling transportation, booking reservations for dining and offering recommendations for local attractions and activities. 

In addition to fulfilling guest requests, Hotel Concierges also address complaints and resolve issues to ensure guests have a memorable experience during their stay.

Lead Concierge

A Lead Concierge supervises a team of Concierges, overseeing the quality of service provided and ensuring all guest needs are met. They often handle the most complex requests, manage scheduling and train new team members.

Event Concierge

An Event Concierge specializes in coordinating events, whether for corporate functions or private occasions. Their responsibilities include managing guest lists, arranging transportation, booking venues and ensuring that all logistics run smoothly.

Luxury Concierge

A Luxury Concierge caters to high-net-worth individuals and VIP guests at five-star hotels and resorts as well as upscale residential buildings. There, they handle tasks like booking luxury accommodations, securing reservations at top restaurants and providing access to exclusive events or experiences. 

Luxury Concierges excel at anticipating their clients’ needs and delivering exceptional service.

Residential Concierge

A Residential Concierge works within residential buildings, apartment complexes or private communities. Their duties include arranging housekeeping, scheduling maintenance and coordinating social events or community activities. 

Medical Concierge

A Medical Concierge specializes in healthcare-related services, assisting patients with scheduling medical appointments, arranging transportation to healthcare facilities and ensuring they have access to the appropriate medical resources. 

They may also coordinate care for patients who need long-term medical attention or specialized services, making the healthcare experience more convenient and less stressful for patients.

Security Concierge

A Security Concierge combines Concierge duties with a focus on safety and security. This role typically exists in high-security environments such as gated communities, luxury buildings and corporate or government offices.

Decide if You Need To Hire a Part-Time or Full-Time Concierge

When deciding whether to hire a part-time or full-time Concierge, consider the scope of tasks, the level of service you need and your budget. Both options have their advantages depending on the demands of your business or lifestyle. 

Full-time Concierge

A full-time Concierge is ideal​​ for those requiring consistent, daily support. This makes it a great choice for high-net-worth individuals with complex needs, large companies supporting executives or luxury hotels with high guest service expectations.

Part-time Concierge

A part-time Concierge is a more cost-effective option for those who don’t need round-the-clock assistance. This arrangement works well for individuals or businesses with occasional needs, such as managing travel arrangements or handling tasks during peak times.

Skills, Qualifications and Experience You Should Look for in a Concierge

Concierges typically don’t need a diploma or prior work experience to start in the role.  However, candidates with years of experience and relevant certifications are often preferred for prestigious five-star hotels or high-profile clients.

While specific requirements vary depending on the establishment, certain core skills and qualifications are essential for success in any Concierge position.

Below, we’ve outlined some of the most important skills, qualifications and experience a Concierge should have:

• Excellent customer service experience
• Familiarity with booking and reservation systems
• Excellent written and verbal communication skills
• Proficiency in booking and reservation management software
• Strong organizational, time management and multitasking skills
• Ability to work well with others
• Attention to detail
• Discretion and confidentiality
• Problem-solving and critical thinking
• Cultural sensitivity

Write an Effective Concierge Job Description

Be specific when describing the work environment. Clearly outline in your job description whether the role is based in a high-end hotel lobby, a corporate office or an events company.

Some candidates may prefer the structured setting of a corporate office or five-star hotel, while others thrive in faster-paced environments like those in events companies. Transparency about the work environment ensures you attract the right fit for the role.

It’s equally important to clarify key responsibilities and the people they’ll collaborate with. 

For example, a Hotel Concierge focuses on guest interactions, hotel management and external service providers, while a Corporate Concierge supports employees and management with tasks like scheduling and event planning. An Event Concierge, however, works closely with vendors, planners and clients to manage logistics under tight deadlines.

This clarity helps set expectations and attracts candidates best suited to the environment.

Identify Places Where Can You Find Qualified Concierges

Consider combining offline and online job posting methods to help you attract qualified candidates. 

Place a ‘Help Wanted’ sign in your window

This method is especially effective for businesses with high foot traffic, such as hotels and resorts. Passersby interested in the job can easily spot the opening and apply directly. It’s a traditional approach but remains highly effective, particularly for local, entry-level positions. 

When placing a ‘Help Wanted’ sign in your window, include essential details like an email address for applicants who prefer to send their applications online.

Ask for referrals

Referrals are one of the most reliable methods for finding a qualified Concierge, reducing attrition rates by 15% and significantly decreasing labor costs. Attrition rate refers to the percentage of employees who leave a company over a specific period, either voluntarily or involuntarily.

It’s another traditional or offline method that businesses rely on to find trustworthy and competent candidates. Referrals often lead to candidates who are a better cultural fit because they come recommended by someone already familiar with your work environment.

Post on your social media page

Your organization’s social media platforms like LinkedIn, Facebook and Instagram offer excellent opportunities to engage a wide audience. 

These platforms allow you to connect with potential candidates directly and use paid advertising that can target individuals based on location, experience and interests. 

Sharing job posts on your social media pages also taps into your network of followers, which might include qualified candidates or people who can refer someone suitable.

Use job boards

Post your job openings on both general and niche-specific job boards to attract a diverse pool of candidates. Websites like Indeed, Glassdoor and ZipRecruiter can help you reach job seekers from various industries, including those considering a career shift to the hospitality sector. 

To target candidates specifically interested in hospitality roles, consider using OysterLink. OysterLink offers FREE job postings and valuable resources, such as customizable job descriptions and interview questions for over 30 positions within the hospitality industry.

How To Prepare for Interviewing Concierge Candidates

Focus on more than just general qualifications. Your goal is to ensure that the candidate has the right skills and mindset to handle the specific demands of the role.

A well-structured interview process that incorporates general questions, skills and experience questions and situational questions will give you a comprehensive understanding of a candidate’s suitability.

General interview questions

These questions are designed to gather basic information about the candidate’s background, motivations and overall fit for the role. Typical questions might include inquiries about previous work experience, why they want to work as a Concierge and what they know about your organization. 

Skills- and experience-based questions

Concierge roles require a diverse set of skills, from customer service to problem-solving. These questions dive deeper into the candidate’s relevant experience, such as asking them to describe how they’ve handled multiple guest requests in the past or how they manage high-pressure situations. 

Situational questions

Situational questions are essential for evaluating a candidate’s ability to handle real-life challenges they are likely to encounter on the job. These scenarios may include managing a difficult guest or prioritizing multiple competing requests. 

Asking candidates to explain their thought processes in these situations provides valuable insight into their problem-solving skills, creativity and temperament under pressure.

For additional guidance, check out our Top 30 Concierge Interview Questions. 

Extending a Job Offer and Onboarding Your New Concierge

Once you’ve selected your ideal candidate, the next steps are to send a job offer and onboard them effectively. The job offer letter should include the position title, key responsibilities, compensation details, work schedule, start date and instructions for accepting the offer. 

After the candidate accepts the offer, confirm the next steps for onboarding. Depending on your company’s resources, you may include the following:

• A welcome packet with your company’s mission, policies, procedures and relevant forms
• Access to the employee handbook, which outlines workplace culture, dress code and other important guidelines
• Ensuring the new hire has all necessary materials for the job, such as uniforms, software access, company email and office equipment

Once the job offer is confirmed and onboarding materials are ready, integrate your new hire into the team. Begin by introducing them to managers, colleagues and key stakeholders. 

If the Concierge will interact with guests or clients, provide a tour of the facilities and explain your company’s customer service philosophy to give them a deeper understanding of the role.

After introductions, comprehensive training will help the new hire adjust to their responsibilities. Cover company policies and procedures, such as dress code, punctuality and health and safety protocols. 

Provide role-specific training to ensure familiarity with tasks, software and tools. If possible, arrange job shadowing with an experienced colleague to offer a firsthand look at the role in practice.

Lastly, maintaining open communication and offering ongoing support during the first few months is crucial. Schedule regular check-ins to discuss progress, address any concerns and provide constructive feedback. This boosts the Concierge’s confidence, encourages growth and ensures any issues are resolved early on.

By following these steps, your new Concierge will be well-prepared to start their role with confidence and a clear understanding of expectations.