Hotel Concierge job description
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What does a Hotel Concierge do?
The Hotel Concierge is a key figure in enhancing guest experiences by providing personalized services and information. This role contributes to the hotel's reputation for exceptional service by assisting guests with reservations, recommendations, and any special requests they may have.
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What are the Key Responsibilities of Hotel Concierge
- Greet guests upon arrival and ensure a warm welcome.
- Provide information about local attractions, dining options, and hotel amenities.
- Assist with booking reservations for restaurants, tours, or transportation.
- Handle guest inquiries and resolve any issues promptly.
- Coordinate special requests such as room decorations or event tickets.
- Maintain up-to-date knowledge of local events and activities.
What are the Skills and Requirements for a Hotel Concierge?
- Excellent communication and interpersonal skills.
- Strong organizational abilities to manage multiple tasks efficiently.
- Proficient in using reservation systems like Opera or Amadeus Hospitality Solutions.
- Ability to work under pressure while maintaining a friendly demeanor.
What are the KPIs to track for Hotel Concierge?
The Hotel Concierge's performance is evaluated based on guest satisfaction scores, efficiency in handling requests, positive feedback from guests regarding their stay experience, and successful coordination of guest services without errors or delays.
Guest Satisfaction
High ratings on post-stay surveys related to concierge services.
Request Handling Efficiency
Timely fulfillment of guest requests without errors.
Local Knowledge Utilization
Effective use of local knowledge to enhance guest experiences.
Reports to
Front Office Manager
Collaborates with
Reception Staff, Housekeeping Team
Leads
Are any specific tools or software required for the Hotel Concierge role?
- Opera PMS
- Amadeus Hospitality Solutions
What is the qualification of Hotel Concierge?
High school diploma or equivalent; previous experience in hospitality or customer service preferred.
