The hotel concierge position plays a vital role in the daily customer service operations of hotels and resorts. The word concierge is French in origin and means "keeper of the keys", and as the 'keeper' the concierge becomes the point of contact for hotel guests who seek information or assistance during their stay.
A hotel concierge position requires a passion for and an understanding of travel and the travel industry. While a degree in hospitality or other related field is often preferred and sometimes required, an in-depth knowledge of the hotel's local area is essential. The concierge position is often demanding and fast-paced, requiring excellent time management and problem-solving skills. On a daily basis the concierge will interact with guests from varied backgrounds and walks of life, and therefore an amicable personality is a must for a successful concierge--fluency in one or more foreign languages is also a plus.
Taking a look back at the emergence of the concierge position you will find its beginnings in medieval France where castles and mansions employed a select individual to see to the needs of the household and its guests. Often, the keys to the castle or mansion were entrusted to the concierge. Over the years the concierge position has evolved into more specialised responsibilities making the modern day concierge, in essence, a dream maker.
Working as a hotel concierge means that your focus is to ensure that the needs and requests of hotel guests are met, and that each guest has a memorable stay. The hotel concierge is expected to be an expert on his local area. Guests will approach the concierge with questions, seeking suggestions, and demanding problem resolutions. Often concierges will make reservations for restaurants, spas, shows and special events. Requests from guests can range from arranging transportation or providing directions to even the most outlandish seemingly impossible outing. The concierge must make an effort to develop relationships with local business owners and VIPs in order to facilitate the fulfilment of her guests' requests.
Often the concierge becomes the face of the hotel for many guests, which means that appearance and demeanour are of utmost importance. The concierge desk acts as the hub for guest activity planning, which means that the guests' hotel experience depends on the concierge's knowledge and prompt attention. Many business and VIP travellers depend heavily on the concierge, making the position respected and highly regarded.
Don't assume that the job description for a hotel concierge is set in stone, as a concierge receives a vast array of requests and is expected to make even the impossible and unusual happen. While it may seem that the concierge would be a great source for gossip, the opposite is true as the concierge is expected to maintain confidentiality. The concierge is not a front desk agent and does not take hotel reservations. In some cases the concierge is responsible for managing a section of the hotel's front end staff, so contrary to popular observation the concierge does not work alone.
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