Hotel Concierge Job Description Template

Job Brief

We are looking for a reliable hotel concierge to work at the main entrance desk of our hotel. You will be the first to meet our customers so the first impression of our hotel depends on your friendliness and efficiency.

The ideal candidate will be a smart and trustworthy individual able to provide customers with a warm greeting and handle all incoming requests. In addition, you will be responsible to protect the hotel and its residents by monitoring who comes in and out of our premises.

The goal is to contribute to an overall pleasant customer experience to increase our reputation and ensure sustainable growth.

Responsibilities

Welcome customers upon entrance and confirm reservations
Act as the point of reference for guests who need assistance or information and attend to their wishes and requirements
Understand customer’s needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel
Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations
Arrange events, excursions, transportation etc. upon request from hotel residents
Answer the phone and make reservations, take and distribute messages or mail and redirect calls
Respond to complaints and find the appropriate solution

Requirements

Proven experience as concierge; experience in customer service or relevant role is an advantage
Proficiency in English; multilingual is strongly preferred
Excellent communication skills
Polite and confident with a great deal of patience
Ability in multitasking and time-management
Aptitude in resolving issues with a customer-focused orientation
High school diploma; degree in hotel management or relevant field will be a plus

What does Hotel Concierge do?

A hotel concierge is responsible for assisting guests with various requests and ensuring their stay is comfortable and enjoyable. On a day-to-day basis, a hotel concierge typically performs the following tasks:

Greeting guests: The concierge welcomes guests upon arrival, provides a warm and friendly introduction, and offers assistance with any immediate needs.
Assisting with check-in/check-out: The concierge helps guests with the check-in and check-out process, ensuring a smooth and efficient experience.
Providing information: They offer information about hotel facilities, services, and amenities, as well as local attractions, restaurants, transportation options, and events happening in the area.
Making reservations: The concierge handles restaurant reservations, spa appointments, theater tickets, and other bookings as requested by guests.
Arranging transportation: They can arrange transportation options for guests, such as airport transfers, taxis, limousines, or car rentals.
Handling luggage: The concierge assists with luggage handling, including storage, delivery to rooms, and ensuring any special requests related to luggage are taken care of.
Offering suggestions and recommendations: They provide personalized recommendations based on guests' preferences and needs, such as suggesting popular tourist spots, local attractions, shopping areas, or off-the-beaten-path experiences.
Handling special requests: The concierge takes care of special guest requests, such as arranging for special occasion surprises, delivering flowers or gifts, or organizing unique experiences.
Resolving guest issues: If guests encounter any problems or challenges during their stay, the concierge acts as a liaison between guests and hotel staff, working to resolve issues promptly and effectively.
Maintaining a professional network: They develop and maintain relationships with local businesses, service providers, and tour operators to ensure they can offer the best possible recommendations and services to guests.
Staying updated with local knowledge: The concierge stays informed about the latest events, attractions, and changes happening in the local area to provide accurate and up-to-date information to guests.

Overall, the daily tasks of a hotel concierge revolve around providing exceptional customer service, anticipating guests' needs, and delivering a personalized experience to enhance their stay.

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Profile:

Telecommute:No

Bonus Eligible:No

Direct Reports:No

Reports To:Front Office Manager

Equipment:Uniform

Primary Purpose:

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