The Role of a Concierge: Duties, Education and Career Growth
Concierges are the ultimate problem solvers in the hospitality industry. Whether it’s finding the perfect restaurant reservation, booking a spa appointment or arranging private tours, the concierge’s top priority is making sure guests have an unforgettable experience. They play an essential role in helping guests navigate unfamiliar territory and making their stay seamless and enjoyable.
Examples of Concierge Job Duties
The nuances of the role vary depending on the establishment. For example, in a hotel, a concierge might:
- Provide information about local attractions, events and transportation options
- Make recommendations for dining and entertainment
- Arrange for car rentals, taxis, and airport transportation
- Book spa appointments, coordinate recreational activities, and dinner reservations
- Handle guest complaints and resolve any issues that may arise
In a residential setting, a building or apartment concierge might:
- Accept and sign for packages
- Coordinate maintenance and repairs
- Greet guests and provide directions
- Assist residents with connecting with building services
Educational Requirements and Training
There is no specific degree or educational requirement for becoming a concierge, but most employers prefer candidates with a high school diploma and some college education in hospitality, tourism, or a related field. A professional certification can make the candidate stand out in the job market. At least 500 hours of work experience in the hospitality or customer-service-focused field is the requirement for the International Concierge and Lifestyle Management Association certification.
Training for a new concierge could include shadowing an experienced person in the field. As the concierge learns to manage the demands of guests, they can work more independently. Some organizations like Les Clefs d’Or USA have a mentor program in place for new concierges that try to match them with an experienced mentor.
Career Growth and Advancement
Becoming a senior concierge or lead concierge is a natural upward move within the field. Successful lead concierges might take on more responsibility by leading a team of additional concierges or shouldering the guest services manager’s duties.
Additional roles within the hospitality industry that might interest a concierge include:
- Guest services or operations manager
- Tourism and travel marketing specialist
- Hotel event planner
- Hotel/public relations specialist
Getting Started as a Concierge
To get started in the field, the most essential factors include a love for customer service, great communication skills and a passion for hospitality. Joining the International Concierge and Lifestyle Management Association or Les Clefs d’Or USA can boost professional network, enhance industry knowledge and open opportunities. Also, checking the job board of the preferred organization may expose employment opportunities that are virtually unknown outside the community.
While the hospitality industry continues to evolve within the age of technology, the role of the concierge remains critical. The concierge’s focus on creating exceptional experiences for guests places them at the forefront of personal, tailored service, and guarantees a personal, lasting impact for the guest.
| Occupation | Job Level | Salary – High | Salary – Low |
|---|---|---|---|
| Concierges | Level 03 | $34,507.20 | $31,740.80 |
| Concierges | Nonunion | $36,774.40 | $34,091.20 |
| Concierges | Full-time | $41,496.00 | $37,148.80 |
| Concierges | Part-time | $35,297.60 | $32,156.80 |
| Concierges | Time-based pay | $38,209.60 | $35,214.40 |
The job of a concierge is at Level 03 in terms of job level, with a national average salary of $34,507.20 as per the US Bureau of Labor Statistics (BLS). There are multiple levels and types of compensation for concierges including nonunion, full-time, part-time, and time-based pay. Full-time concierges have the highest average salary of $41,496.00 while part-time concierges have the lowest average salary of $35,297.60.
Unionization can have a significant impact on the job of a concierge. Unionized concierges have a higher average salary of $36,774.40 compared to nonunion concierges with an average salary of $34,091.20. This data indicates that unionization can help increase the level of compensation for concierges.
According to the BLS, the highest paid concierges are in the metropolitan areas of San Francisco-Oakland-Hayward, CA and Napa, CA, with an average salary of $42,910 and $42,310 respectively. On the other hand, the lowest paid concierges are in the nonmetropolitan area of Northeast Mississippi with an average salary of $22,530.
In summary, the job of a concierge is at Level 03 with a national average salary of $34,507.20. Unionization can have a positive impact on the compensation for concierges. The highest paid concierges are in the metropolitan areas of San Francisco-Oakland-Hayward, CA and Napa, CA, while the lowest paid concierges are in the nonmetropolitan area of Northeast Mississippi.
