Career guide with VIDEO – Concierge

A brief introduction into what the role entails

This role is available in a variety of exciting settings, including hotels, restaurants, and member’s clubs to name a few! The content of this career guide will have a focus on Concierges within a hotel setting but the requirements and skills can be applied to all. Working at the main entrance of the venue, you will be the first to meet customers, so first impressions will depend on your friendliness and efficiency.

Watch the video on How to become a Concierge

Responsibilities in this role include but are not limited to:

• Welcoming customers upon entrance and confirming reservations
• Acting as the point of reference for guests who need assistance or information and attending to their wishes and requirements
• Understanding customer’s needs and providing them with personalised solutions by suggesting activities and facilities provided by the hotel
• Acquiring extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations
• Arranging events, excursions, transportation etc. upon request from hotel residents
• Answering the phone and making reservations, taking, and distributing messages or mail and redirecting calls
• Responding to complaints and finding the most appropriate solutions

Salary

Your earning potential as a Concierge depends on your skills and the style of the hotel, so you could be earning anything between £18,000 to £30,000 if you are based in London. Many employers offer perks such as career development opportunities including training programs/apprenticeships, season travel loans, pension schemes and discounts on accommodation, dry-cleaning, gym memberships, food and beverages.

Working hours

This role typically operates with shift work patterns varying depending on the hotel and the size of the team.

What entry qualifications and training do you need?

• Useful qualifications include:
• GCSEs; a degree in hotel management or relevant field will be a plus
• Certificate in Hospitality Customer Service
• Entry 3 Award in Introduction to the Hospitality Industry
• Principles of Hospitality Management

What experience do you need to be a Concierge?

Valuable experience for this role entails the following:

• Proven experience as Concierge; experience in customer service or relevant role is an advantage
• Experience working within a similar star standard venue to the hotel you are applying to

What skills do you need to be a Concierge?

• Looking into acquiring the following skills if you do not already possess them would put you in good stead when applying for a role:
• Proficiency in English; multilingual is strongly preferred
• Polite and confident with a great deal of patience
• Ability in multitasking and time-management
• Aptitude in resolving issues with a customer-focused orientation
• Must possess a professional presentation
• Outstanding guest services skills, sophisticated verbal and written communication skills
• Strong interpersonal and problem-solving abilities
• Highly responsible and reliable
• Ability to work well under pressure in a fast-paced environment