How to become A Concierge

• Guest Service Agent
• Guest Service Supervisor
• Chief Concierge
• Hotel Concierge
• Lobby Concierge

What do Concierges do?

A Concierge would typically need to:

• Greet guests in the lobby upon their arrival to make them feel welcome and respected; assist with their baggage while directing them to different parts of the hotel
• Book rooms for existing or prospective clients; manage billing and checkout
• Offer assistance in various ways, including arranging transportation for guests, introducing them to the property, offering restaurant and activity recommendations, providing information about the local area and arranging events as requested by them
• Conduct administrative tasks such as receiving and redirecting mail, arranging currency exchanges, booking travel tickets and answering phone calls and email requests from existing and potential guests in a timely and respectful manner
• Ensure that all hotel areas, such as the guest spaces and lobby, are tidy at all times
• Liaise between guests and departmental services including the kitchen, housekeeping and logistics
• Communicate with existing and new guests regularly to develop and maintain a healthy relationship with them; anticipate and resolve guests’ needs and complaints to provide them with an exceptional stay
• Maintain an inventory of supplies and order new stocks whenever necessary
• Prepare and present monthly reports to the higher management 
• Ensure that their employer’s hospitality services comply with company and government rules and regulations
• Remain aware of daily guests and their requirements and the general goings-on such as functions or events taking place or the arrival of VIPs and groups of guests
• Work with the support and marketing team

Concierges work in a wide variety of hospitality settings, from hotels and resorts to cruise ships, travel companies, businesses, healthcare facilities, and even in the homes of individuals and families. Typically, they work with a team of individuals managed by a head Concierge.

The standard working hours for a Concierge vary based on their employer and location. The work usually involves more than 40 hours per week. Work is issued on a shift pattern and includes late nights, weekends and holidays.

Part-time work is not common, but freelancing and private practice are prevalent since many companies offer Concierge services to private individuals and companies.

Finding a new job might seem challenging. Concierges can boost their job search by asking their network for referrals, contacting companies directly, using job search platforms, going to job fairs and inquiring at staffing agencies.

Concierges are generally employed by:

• Hotel Chains
• Retirement Care Organisations
• Amusement Parks & Arcades
• Restaurants
• Legal Services
• Travel Accomodation Services
• Hospitals
• Investigative & Security Services
• Real Estate Firms
• Traveller Accommodation
• Other Personal Services
• Continuing Care Retirement Communities
• Assisted Living Facilities for the Elderly

Professional associations and organisations are crucial for Concierges interested in pursuing professional development or connecting with like-minded professionals in their industry or occupation. 

Membership in one or more adds value to your resume while bolstering your credentials and qualifications.

• Carrying heavy items such as luggage
• Spending long hours on a task only to have the guest change their mind later
• Being patient with unsatisfied customers
• Working long hours as you are constantly in demand; increased susceptibility to insomnia and burnouts
• Having scarce breaks between work which may lead to frustration
• Lack of time for self-care or one’s family

Typically, you will start in positions such as receptionist, porter or front house assistant. Once you gain enough experience, you may advance to the position of Concierge.

Although not mandatory among employers, previous work experience in the hospitality industry is helpful. Prior experience need not always be in four or five-star hotels. Consider shadowing professionals in any customer-focused avenue such as catering, bars or retail work. 

Read about the profession and interview or job shadow experts working in the hospitality industry to prove your commitment to course providers and prospective employers.

Concierges require a well-rounded high school education, at the least, paired with relevant experience. They may rise to managerial positions with training on the job and additional qualifications.

While you may become a Concierge without postsecondary education, large and well-known hotels and hospitality enterprises prefer to hire candidates with a bachelor’s degree, diploma or certificate program. You may specialise in hotel and hospitality management, business, management, languages, management or travel & tourism from prestigious community colleges, technical schools and universities. Courses would typically include communication, guest responsibilities, food & beverage information, ethics and professionalism.

A master’s degree is typically not required unless you have majored in a non-relevant subject or lack adequate work experience.

Take classes in English, mathematics, and foreign languages such as French, Japanese or Spanish to hone the skills required for professional success as a Concierge.

Although Concierges do not require licensing or certification to work, certification in a hospitality-related avenue may help individuals find employment and advance in their careers faster. 

The speed of your promotion to management level, which takes about two years on average, mainly depends on the size of the hotel and your performance as a trainee.

Since the role of a Concierge is people-oriented, consider moving to positions with similar requirements such as Front Desk Manager. 

Concierges typically advance to Deputy Head Concierge and then Head Concierge or to management positions such as Front Office Manager and Assistant General Manager. 

With more than five to six years of experience with multiple employers and a degree in hotel management or business, you may advance to positions with more responsibility, such as a General Manager. 

Larger employers may promote you to strategic positions in marketing, human resources or finance, once you acquire additional qualifications. You may also be posted in the head office or at a regional level.

Opportunities also exist for you to become a personal butler. With adequate experience, you could move into interrelated realms of the hospitality industry, such as lifestyle management, or launch your own venture or take up management consulting.

Candidates with a degree in hospitality and related fields paired with work experience have the best job prospects. Geographical mobility gives you a competitive edge when seeking employment with larger hotel chains.

Though career advancement is possible solely via experience, some large companies often offer graduate recruitment programs, support and coaching by senior managers and periodic progress reviews. 

The programs differ based on the employer and may be tailored to certain aspects of the hospitality setting or cover a range of operations. These programs usually cover diverse elements such as restaurants, bars, sommelier training, room service, housekeeping, conference and banqueting.

You would also learn about reception, reservations, the concierge desk, guest relations, and night management.

When required, you may also receive specialised training in finance, revenue management, marketing, and human resources.

History

The role of a Concierge has existed since the Middle Ages, and the title derives from the Latin term “conservus” or "fellow slave." 

Earlier, trusted slaves were trained not only to serve their owners but to travel ahead of them to ensure appropriate accommodation and food for their masters. These slaves became doorkeepers as they held the keys to the castle and ensured that residents were safely locked in each night. 

The opening of luxury hotels across Europe created the need to have Concierges provide similar services to guests. American hotels realised only in the mid-70s that they needed to employ the services of Concierges. 

Modern hotels maintain a Concierge department in proportion to hotel size and the number of guests.

Types of Concierges

There are various types of Concierges. A lifestyle Concierge offers personalised services, taking care of family, personal, and professional needs. 

A medical Concierge typically provides care for senior citizens, injured people and children, and works for doctors and patients.

Services offered by a business Concierge are expensive as handling business chores requires high-level corporate know-how. 

The most familiar type is the hotel Concierge, who assists, guides and provides solutions for guests’ problems.

When people want to go abroad for business or for leisure time, they may see the services of a local and experienced travel Concierge to guide them. 

Some families request the services of a wedding Concierge to plan a wedding and ensure that the event goes smoothly. As a chauffeur Concierge, you would work in apartment buildings, multi-tenant buildings or hotels, receiving guests and celebrities during events. 

Potential Pros & Cons of Freelancing vs Full-Time Employment

Freelancing Concierges have more flexible work schedules and locations. They have full ownership of the business and can select their projects and clients. However, they experience inconsistent work and cash flow, which means more responsibility, effort and risk.

A full-time Concierge, on the other hand, has company-sponsored health benefits, insurance, and retirement plans. They have job security with a fixed, reliable source of income and guidance from their bosses. Yet, they may experience boredom due to a lack of flexibility, ownership, and variety.

When deciding between freelancing or being a full-time employee, consider the pros and cons to see what works best for you.

Guests could even request a Concierge to go shopping for them.

Concierges are the epitome of pleasantness and sociability in various settings, particularly in the hospitality sector. As contemporary societies worldwide witness widespread conflicts, it is time we looked up to Concierges and learned a thing or two about patience and sensitivity. 

Hone your organisational and communication skills to provide scintillating customer service for clients while working in a fast-paced and team environment in multiple settings.