Concierges

Career summary

review 3/20/19 lh

Concierges help hotel guests with a variety of tasks, including:

• Setting up dinner reservations
• Checking for directions
• Returning calls
• Sending packages

Using their knowledge of the local area, they help hotel guests by arranging tours and navigating unfamiliar city streets. They direct them to important landmarks and the best shopping. They recommend different restaurants and may make reservations.

Good concierges are skilled communicators who often speak more than one language. They may arrange child care for guests, help them locate lost items, and send packages. Concierges also must be able to help guests with unusual requests.

In apartment and office buildings, concierges may take messages or handle requests for housekeeping and maintenance.

Related careers

This career is part of the Hospitality and Tourism cluster of careers.

Related careers include:

• Baggage Porters and Bellhops
• Counter Attendants
• Hotel Desk Clerks
• Reservation and Ticket Agents
• Restaurant Hosts
• Tour Guides
• Travel Agents

Job duties

Task list

The following list of tasks is specific to concierges.

• Make dinner and other reservations for guests. Obtain tickets for events such as plays and concerts.
• Provide information about local shopping, dining, and nightlife.
• Make travel arrangements for tours and sightseeing.
• Receive, store, and deliver luggage and mail.
• Occasionally perform light office duties for guests, such as sending packages or faxes.
• Run errands for guests.
• Carry out unusual requests for guests, such as locating hard-to-find items.
• May arrange for interpreters and translators.
• Arrange child care services for guests.
• Keep hotel lounge tidy and neat.

Common work activities

Concierges perform the following tasks. These tasks are common to many careers.

• Get information needed to do the job
• Establish and maintain relationships
• Perform for or work with the public
• Organize, plan, and prioritize work
• Communicate with people outside the organization
• Make decisions and solve problems
• Perform administrative tasks
• Use computers
• Communicate with supervisors, peers, or subordinates
• Schedule work and activities
• Judge the value of objects, services, or people
• Think creatively
• Update and use job-related knowledge
• Assist and care for others
• Coordinate the work and activities of others
• Process information
• Identify objects, actions, and events
• Document and record information
• Resolve conflicts and negotiate with others
• Guide, direct, and motivate others
• Coach others
• Develop and build teams
• Teach others
• Evaluate information against standards
• Provide advice and consultation to others

Work requirements

Working conditions

In a typical work setting, concierges:

Interpersonal relationships

• Have a very high level of contact with others. They interact with guests throughout the day.
• Talk with guests via telephone, face-to-face, and e-mail. They also interact with others letters and memos but far less frequently.
• Work as part of a team of concierges, baggage carriers, and other hotel staff.
• Have limited responsibility for the health and safety of guests.
• Are regularly placed in conflict situations with guests who may be rude or angry.
• Are somewhat responsible for the work done by others.

Physical work conditions

• Mostly work indoors. They may go outdoors to help guests with luggage.
• Occasionally are exposed to loud sounds and distracting noise levels.
• Work physically near others.

Work performance

• Must be very exact and accurate when performing work. Errors could cause a change of plans for guests.
• Repeat the same physical and mental activities.
• Make decisions that greatly impact guests on a daily basis.
• Determine most of their daily tasks and goals independently.
• Must meet strict daily deadlines.

Hours/travel

• Typically work an established schedule.
• Usually work full time.

Physical demands

Concierges frequently:

• Stand for long periods of time.
• Sit for long periods of time.

It is important for concierges to be able to:

• Understand the speech of another person.
• Speak clearly so listeners can understand.
• See details of objects that are less than a few feet away.

It is not as important, but still necessary, for concierges to be able to:

• See details of objects that are more than a few feet away.
• Focus on one source of sound and ignore others.
• Use stomach and lower back muscles to support the body for long periods without getting tired.
• Use fingers to grasp, move, or assemble very small objects.
• Use muscles to lift, push, pull, or carry heavy objects.
• Use one or two hands to grasp, move, or assemble objects.

Skills and abilities

Concierges need to:

Communicate

• Speak clearly so listeners can understand.
• Listen to others and ask questions.
• Understand spoken information.
• Understand written information.
• Read and understand work-related materials.
• Write clearly so other people can understand.

Reason and problem solve

• Notice when something is wrong or is likely to go wrong.
• Use reasoning to discover answers to problems.
• Analyze ideas and use logic to determine their strengths and weaknesses.
• Think of new ideas about a topic.
• Follow guidelines to arrange objects or actions in a certain order.
• Combine several pieces of information and draw conclusions.
• Recognize the nature of a problem.
• Develop rules that group items in various ways.
• Judge the costs and benefits of a possible action.
• Think of original, unusual, or creative ways to solve problems.

Manage oneself, people, time, and things

• Manage the time of self and others.
• Check how well one is learning or doing something.

Work with people

• Look for ways to help people.
• Be aware of others' reactions and understand the possible causes.
• Change behavior in relation to others' actions.

Education and training

Educational programs

The programs of study listed below will help you prepare for the occupation or career cluster you are exploring.

Programs of study to consider

• Recreation, Fitness, and Leisure Studies
• Travel Services Management

Training

To work as a concierge, you typically need to:

• have a high school diploma or equivalent; and
• complete moderate-term, on-the-job training.

Education after high school

No formal education is required beyond high school. Knowledge of a language other than English can be helpful in hotels that have guests from other countries.

Work experience

Concierges often have experience in other occupations. Some have worked in the hospitality industry as desk clerks. Others have been travel agents. Concierges must have a good knowledge about the local area and have good relationships with contacts at restaurants and theaters.

On-the-job training

New concierges usually receive informal, on-the-job training from an experienced worker. On the job, you learn:

• how to greet hotel guests;
• customer service, including how to meet difficult requests;
• information about the local area;
• hotel services; and
• hotel policies.

Training may last a few months.

Helpful high school courses

You should take a general high school curriculum that meets the state's graduation requirements. You will be required to take both math and science classes to graduate.

Helpful electives to take in high school that prepare you for this career include:

• Computer Fundamentals
• Hospitality
• Travel and Tourism

The courses listed above are meant to help you create your high school plan. If you have not already done so, talk to a school counselor or parent about the courses you are considering taking.

You should also check with a teacher or counselor to see if work-based learning opportunities are available in your school and community. These might include field trips, job shadowing, internships, and actual work experience. The goal of these activities is to help you connect your school experiences with real-life work.

Join some groups, try some hobbies, or volunteer with an organization that interests you. By participating in activities you can have fun, make new friends, and learn about yourself. Maybe one of them will help direct you to a future career. Here are examples of activities and groups that may be available in your high school or community.

Things to know

Employers prefer applicants who have a high school diploma or equivalent and experience interacting with guests in the hotel industry. Most employers look for reliable workers who will be courteous with customers.

Tips

Knowledge of nontoxic or "green" house cleaning products may be helpful for concierges who are self-employed or work for a company that provides such services to individual clients.

#Added comments on green cleaning per PSBJ Aug 24-30, 2007 article on concierge business in Seattle that also offers house cleaning svcs and has found 60-70% of clients want green cleaning svcs. 3/13/08, cj. Finding more recent articles online on green cleaning and eco-conceirges, 3/6/18 cj.

Job listings

Listed below are links to job categories from the National Labor Exchange that relate to this career. Once you get a list of jobs, you can view information about individual jobs and find out how to apply. If your job search finds too many openings, or if you wish to search for jobs outside of Washington, you will need to refine your search.

• Concierges 

To get a listing of current jobs from the WorkSource system, go to the WorkSource website .

Wages

Wages vary by employer and area of the country. In addition, concierges frequently receive tips from hotel guests. Their actual wages may be higher than the hourly rates suggest.

Concierges who work full time may receive benefits. Typical benefits include sick leave, paid vacation, and health insurance.

Employment and outlook

Washington outlook

The table below provides information about the number of workers in this career in various regions. It also provides information about the expected growth rate and future job openings.

National employment

Major employers:

• Hotels and motels
• Offices
• Business and professional organizations

National outlook

Job growth for concierges will be strong. Growth is expected to continue in hotels and motels. The fastest growth is in the area of care facilities for the elderly. The number of these facilities is growing rapidly as the population ages.

Although there will be strong growth, this is a small occupation with few job openings.

Other resources

American Hotel and Lodging Association 
1250 I Street NW, Suite 1100
Washington, DC 20005
202.289.3100

American Hotel and Lodging Educational Institute 
(Certification options in the hospitality industry)

Hospitality Careers Online 

National Concierge Association 
2920 Idaho Avenue North
Minneapolis, MN 55427
612.317.2932

National Recreation and Park Association 
22377 Belmont Ridge Road
Ashburn, VA 20148
800.626.6772
703.858.0784

National Restaurant Association 
2055 L Street NW, Suite 700
Washington, DC 20036
800.424.5156
202.331.5900

The International Concierge & Lifestyle Management Network 
888.598.8830
919.263.4003

UNITE HERE 
275 - 7th Avenue, 16th Floor
New York, NY 10001
212.265.7000

Washington Hospitality Association 
510 Plum Street SE, Suite 200
Olympia, WA 98501
800.225.7166
360.956.7279

References

Career cluster

• Hospitality and Tourism

Career path

• Social

O*Net  occupation

• Concierges (39-6012.00) 

O*Net job zone 

• Job Zone 3 - Medium preparation needed. Previous work-related skill, knowledge, or experience is required for these occupations.

DOT occupation

• Director, Social (352.167-010) 

Holland occupational cluster

• Social/Enterprising/Conventional

COPSystem

• Clerical
• Service Skilled