Concierges are hospitality workers typically found in hotels, resorts, apartment complexes, and even shopping malls. They work to provide detailed information and assistance to customers and guests and also supervise a concierge staff, either in a single location or across multiple hotels or malls within a close geographic area. They generally provide continuing education and up-to-date information to concierge teams and also hire, train, and provide performance feedback and reviews while ensuring that all concierges meet and exceed standards of service.
Concierges are commonly employed in hotels and resorts to provide guidance to guests on everything from amenities to places of interest, dining ideas, and traffic information. Concierge managers typically interview, hire, and train these employees, and some managers may also work concierge shifts themselves. The manager works to help the concierges understand and execute the concepts of hospitality, and the manager and his/her staff are often the personnel “face” of hotels, malls, and other businesses which must provide guest-forward service at all times.
In many situations, concierge managers also help to establish systems and rules for the concierge team, which can involve procedures for signing in guest packages and deliveries or implementing security measures as necessary. The concierge manager must also provide ongoing information regarding issues that may affect the customer's experience, from traffic and construction details to new store and restaurant openings in the area.
Most companies which hire concierge managers value practical experience and demonstrated hospitality standards above all else for this position, and an associate's or bachelor's degree in hospitality is generally required. Concierge managers must also be organized and efficient for scheduling, staffing, and managing labor budgets. They typically work during regular weekly business hours, and some may need to be on-call at all times in case of emergency.
Concierge Manager Tasks
Welcome and serve clients, answering questions and referring them to resources.
Support special events.
Create, update, analyze, and justify budget.
Resolve client issues and make suggestions to improve their experience.
Train and mentor staff.