Concierges

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Also known as:
Activities Concierge, Club Concierge, Concierge, Conference Concierge, Guest Service Supervisor, Hotel Concierge, Hotel Guest Service Agent

ABOUT CONCIERGE CAREERS
Video transcript

In a hotel, apartment, or office building a person with the title concierge helps ease the way for visitors and residents in many ways. The concierge may take messages, arrange transportation, handle handicapped individuals' needs, deal with complaints, or process requests for housekeeping and maintenance.

The concierge is the person to see for tickets for a sporting event or show. It's a crucial position for the management of the building or hotel because the concierge can make people feel good or bad about the establishment. Courtesy and a can-do attitude are important aspects of the job, along with a neat appearance and the ability to speak clearly.

You can't be shy around strangers, and you have to be willing to handle even difficult requests gracefully. Because this is a public position handling people's private needs, employers will check your background carefully. Experience is a plus. In many areas, concierges are members of a hotel or building workers union, from whose ranks employers recruit new employees.

SNAPSHOT
Assist patrons at hotel, apartment, or office building with personal services. May take messages; arrange or give advice on transportation, business services, or entertainment; or monitor guest requests for housekeeping and maintenance.
Leadership
HIGH
Critical decision making
HIGH
Level of responsibilities
HIGH
Job challenge and pressure to meet deadlines
HIGH
Dealing and handling conflict
LOW
Competition for this position
MED
Communication with others
HIGH
Work closely with team members, clients etc.
HIGH
Comfort of the work setting
HIGH
Exposure to extreme environmental conditions
LOW
Exposure to job hazards
LOW
Physical demands
LOW
Daily tasks

Arrange for interpreters or translators when patrons require such services.

Arrange for the replacement of items lost by travelers.

Perform office duties on a temporary basis when needed.

Plan special events, parties, or meetings, which may include booking musicians or celebrities.

Receive, store, or deliver luggage or mail.

Make travel arrangements for sightseeing or other tours.

Carry out unusual requests, such as searching for hard-to-find items or arranging for exotic services, such as hot-air balloon rides.

Pick up and deliver items or run errands for guests.

Provide directions to guests.

Order flowers for guests.

Provide business services for guests, such as sending or receiving faxes or shipping packages.

MAIN ACTIVITIES
Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.
Communicating with Persons Outside Organization Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Organizing, Planning, and Prioritizing Work Developing specific goals and plans to prioritize, organize, and accomplish your work.
Making Decisions and Solving Problems Analyzing information and evaluating results to choose the best solution and solve problems.
Performing for or Working Directly with the Public Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
AREAS OF KNOWLEDGE
Customer and Personal Service Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Clerical Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
Administration and Management Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Computers and Electronics Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Transportation Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits.
Sales and Marketing Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Communications and Media Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
TOP SKILLS
Service Orientation Actively looking for ways to help people.
Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.
Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Speaking Talking to others to convey information effectively.
Coordination Adjusting actions in relation to others' actions.
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Monitoring Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one.