A concierge is normally a customer service employee who works in a hotel, shopping mall, or even in some corporate office settings. They are the visible point person for the business enterprise and are there to be available to guests/customers at all times. They may be considered to be upscale, high-end information desk employees.
Especially in hotel settings, the concierge is called upon by guests to help recommend shopping and dining choices nearby; they must be able to provide good and reassuring advice in these situations. He or she also normally must have a network of local businesses to facilitate this. The concierge will normally also need a strong familiarity with the surrounding area to provide directions. They may need to know bus, train, and subway schedules as well.
The concierge also performs other services for guests/customers, which may involve tasks such as receiving packages at a hotel for a guest, or ensuring that a guest’s dry cleaning is picked up or dropped off. As such, the concierge needs excellent organization skills to manage the number and variety of guests and their needs. The concierge needs excellent interpersonal skills, and is expected to recognize opportunities to exceed guest expectations. They must be able to think quickly and possess an excellent facility for recalling details.
Normally this position has set hours, but it is not unusual for nicer hotels to have 24-hour concierge services, so there may be day shifts or night shifts depending upon the employer. Normally a concierge is required to have extensive experience in customer service within the hospitality industry, and most hotels and shopping malls hire from within for this position.
- Welcomes guests/new customers to facility.
- Performs various administrative/managerial tasks in support of facility's mission.
- Creates a positive experience for guests by attending to needs and answering questions.