Concierge job description
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What does a Concierge do?
The Concierge provides exceptional service by assisting guests with reservations, travel arrangements, and general inquiries, enhancing the overall guest experience. This role is crucial for maintaining high levels of customer satisfaction and supporting the hotel's reputation for excellence.
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What are the Key Responsibilities of Concierge
- Greet guests and assist with their inquiries and requests.
- Provide information about local attractions, services, and amenities.
- Make reservations for dining, entertainment, and travel arrangements.
- Manage messages, mail, and packages for guests.
- Coordinate special requests and VIP services.
- Maintain and update hotel information in concierge systems.
- Work closely with other departments to ensure guest satisfaction.
- Assist in organizing events and tours for guests.
What are the Skills and Requirements for a Concierge?
- Excellent customer service and communication skills.
- Strong problem-solving abilities.
- Knowledge of local area amenities and attractions.
- Proficiency in reservation and booking systems.
- Ability to multitask and manage time effectively.
What are the KPIs to track for Concierge?
The Concierge's performance is evaluated based on guest satisfaction scores, efficiency in handling requests, and the ability to enhance the guest experience with personalized service.
Guest Satisfaction
High ratings on guest feedback surveys.
Request Efficiency
Speed and accuracy in fulfilling guest requests.
Service Personalization
Ability to create personalized guest experiences.
Reports to
Front Office Manager
Collaborates with
Hotel Staff, Local Service Providers
Leads
None
Are any specific tools or software required for the Concierge role?
- Opera PMS
- Concierge software
- Microsoft Office
What is the qualification of Concierge?
High school diploma or equivalent; previous experience in hospitality or customer service preferred.
