A Concierge is a professional who provides personalized services and assistance to individuals, often in the hospitality industry. They are responsible for delivering exceptional customer service and ensuring the needs and requests of guests or clients are met. In this blog post, we describe the primary responsibilities and the most in-demand hard and soft skills for Concierges.

Get market insights and compare skills for other jobs here.

Main Responsibilities of a Concierge

The following list describes the typical responsibilities of a Concierge:

Address

Address general inbound inquiries for both Cases and Claims received via calls, emails or faxes.

Answer

• Answer a high volume of Membership emails from US and international members daily.

• Answer internal / external telephone calls promptly and professionally.

• Answer phones for both external calls and calls within the company.

• Answer, screen, and forward incoming phone calls.

Anticipate

Anticipate guest needs and proactively offer assistance.

Appear

Appear polished and professional and consistently adhere to property dress code.

Arrange

Arrange and coordinate transportation services, including taxis, limousines, and car rentals.

Assist in

• Assist as needed in business development meetings with on management staff.

• Assist guests with luggage handling and storage.

• Assist in case of emergency, first aid or any other intervention.

• Assist in facilitating the distribution to the proper department, locations and customers.

• Assist in organizing and executing special events or conferences.

• Assist in staff scheduling.

• Assist the Workplace team in communications (Newsletter, announcements, sign-up forms, etc.).

• Assist vendors, guests and residents with keys, lockouts and work orders.

• Assist with administrative process for new residents.

• Assist with app installation issues.

• Assist with catering set-up.

• Assist with maintaining medical evacuation policies and procedures.

• Assist with troubleshooting office equipment and technologies.

Assure

Assure all conference rooms in the immediate area are clean organized and ready for use.

Attend

• Attend noise or any other complaints from residents.

• Attend sales team meetings weekly and provide feedback to the online sales department.

Build

• Build a sense of community such that residents feel comfortable and "at home.”.

• Build relationships with internal colleagues to partner on process.

Calendar

Calendar events and maintain Video Equipment calendar so they are up-to-date.

Capture

Capture and convert online customer traffic into prospects for our builder partners.

Carry out

Carry out daily and weekly building inspections.

Check

Check reservation accuracy.

Clean

Clean and disinfect the offices and bathrooms of employees.

Coach

• Coach and develop concierge team to ensure exceptional customer service.

• Coach staff to achieve Core and Service Culture standards.

Collaborate with

• Collaborate with colleagues to ensure a smooth guest experience.

• Collaborate with RSMM to plan and execute all resident events.

Communicate

• Communicate and enforce policies and procedures with families in a supportive and positive manner.

• Communicate, collaborate, challenge.

Complete

Complete required training, as assigned, within the established timeframes.

Cooperate

Cooperate on all issues involving health and safety.

Coordinate

• Coordinate medical appointments and family outings with Care and Nursing Staff.

• Coordinate special requests, such as flower deliveries or room decorations.

• Coordinate with doorman as directed by Property Manager.

Create

• Create and distribute personalized client welcome packet.

• Create and maintain a warm, inviting, and professional environment.

• Create and maintain Helpdesk tickets for REW team and building maintenance.

• Create and manage all program literature, workflows, and SOPs.

• Create purchase requisitions for office supplies and other G&A expenditures for the property.

Deliver

Deliver an exceptional customer through operational standards guidelines.

Distribute

• Distribute and promote off-site programs and special offers provided through the LIVunLtd concierge.

• Distribute messages throughout the community.

Enforce

• Enforce Club regulations and by-laws with tact and diplomacy.

• Enforce property rules and regulations including the site post orders.

Ensure

• Ensure all retail displays are interesting and free of debris.

• Ensure client meeting room calendars are kept up to date.

• Ensure property rules and regulations are upheld.

• Ensure that all safety and emergency procedures are followed.

• Ensure that an itinerary is prepared for all arriving guest as needed.

• Ensure the delivery of services required by Community Members.

• Ensure the security and privacy of guests and their belongings.

Estimate

Estimate or quote prices, credit or contract terms, warranties, and delivery dates.

Extend

Extend courteous and exceptional service to all patrons and thank customers for their business.

Facilitate

Facilitate correspondence with guests.

Follow

• Follow company policies and procedures diligently.

• Follow directions from a supervisor.

• Follow emergency procedures as directed in the property manual.

Follow-up

Follow-up on admissions concerns from residents, family, and staff.

Fulfill

Fulfill all reasonable guest requests.

Generate

Generate and maintain accurate billing records for services rendered.

Greet

• Greet all guests in a warm and professional manner, make them feel welcome, anticipate their needs.

• Greet all members / patients / anyone that approaches your workspace appropriately with a smile.

• Greet and welcome guests with a warm and friendly demeanor.

• Greet residents and provides general assistance to visitors, prospective residents, and families.

Handle

• Handle all guest requests and questions in an efficient manner.

• Handle and store confidential guest information in a secure manner.

• Handle check-in and check-out procedures efficiently.

• Handle currency exchange and cash transactions accurately.

• Handle guest complaints and resolve issues promptly and tactfully.

• Handle wake-up calls and assist guests with scheduling appointments.

Help

Help provide a comfortable transition to the facility and a smooth admissions process.

Identify

• Identify and set priorities through clear communication with the Community Management team.

• Identify and track social media mentions of high-profile Members.

Implement

Implement Guest Management processes.

Instruct

Instruct staff on work expectations for catered functions.

Interact with

• Interact with, and manage, internal and external stakeholders.

• Interact with walk in shoppers and cultivate of loyal customer base within client book.

Investigate

Investigate and informs Property Manager about all received alarms and occurrences.

Issue

• Issue identification, troubleshooting and reporting.

• Issue tickets where appropriate.

Keep

• Keep front desk organized, neat, and clean and provide light housekeeping duties.

• Keep pantries clean, organized and stocked.

• Keep record of sanitized tables.

• Keep the retail area looking great which includes cleaning it.

• Keep track of frequent clients and create a tailored experience based on their personal needs.

• Keep track of room availability and make appropriate room assignments.

• Keep updated records of guest preferences and special occasions.

Leverage

Leverage playbook to own, track and drive the internal processes to meet commitments.

Liaise with

Liaise with other hotel departments to fulfill guest requests.

Maintain

• Maintain acceptable attendance record / follows work schedule.

• Maintain a comprehensive database of local service providers.

• Maintain and updates log of emergency phone numbers.

• Maintain a positive, productive work environment through teamwork.

• Maintain a professional appearance and demeanor at all times.

• Maintain a professional demeanor with an emphasis on hospitality and guest services.

• Maintain a well-organized front desk area.

• Maintain community resident's rosters and other community information as requested.

• Maintain compliance with all safety and health programs currently in place.

• Maintain, conduct inventory and support merchandising of the retail boutique.

• Maintain high close rate of perspective clients.

• Maintain knowledge of safety and emergency procedures.

• Maintain logbooks for visitors and contractors.

• Maintain logs on residents check in lights and visual check in.

• Maintain luxury showroom appearance, cleanliness and organization.

• Maintain regular attendance in accordance with established policies.

• Maintain safe working environment and follow the facilities health and safety procedures.

• Maintain sanitation and orderliness of all equipment, supplies and utensils.

• Maintain security presence to deter and detect potential loss prevention situations.

Make

• Make accurate reports and document all security incidents.

• Make change, cash checks, and exchange foreign currency.

• Make reservations for dining, entertainment, and transportation.

• Make sure studio is set up for the day.

Manage

• Manage a portfolio of VIP corporate customers.

• Manage client relations and provides excellent service to all clients and guests.

• Manage guest arrival and check in per health and safety protocols.

• Manage incoming and outgoing courier and other packages or mail as required.

• Manage mail and package acceptance, incoming and outgoing.

• Manage parking and vehicle logs and records.

• Manage resident relations and provides excellent service to all residents and visitors.

• Manage & respond to inbound concierge inquiries in a timely manner.

• Manage retail visitor program.

• Manage the end to end Kudos program for the MTV office.

• Manage the telephone and other office equipment operations.

Meet

Meet the EA guest at least once a day.

Monitor

• Monitor all incoming public traffic and assists with job applicants.

• Monitor and assist with Amenity reservations and events.

• Monitor and respond to guest inquiries via phone, email, or in-person.

• Monitor security camera footage.

• Monitor the Security System of the building.

• Monitor traffic outside of building, entrance and garage.

Motivate

Motivate Concierge Team to exceed guest and client expectations.

Offer

• Offer concierge services beyond the property, such as arranging tours or tickets to shows.

• Offer Mom's Meals for members with a stable address.

• Offer personalized recommendations based on guests' preferences and interests.

Order

Order lunches when required.

Oversee

Oversee and manage the onboarding and training process for ambassador staff.

Participate in

• Participate and pass required training.

• Participate in onsite events promoting concierge services and new initiatives.

Partner with

Partner with management team to develop monthly newsletter at each property.

Perform

• Perform additional responsibilities as requested.

• Perform and carries out emergency procedures as required.

• Perform housekeeping, floor care, projects or clerical work as assigned.

• Perform other tasks, projects, or responsibilities as assigned by Condominium Management.

• Perform scheduling of patients using HIS or scheduling software as necessary.

Present

Present KPI performance in weekly Merchandising meetings.

Prevent

Prevent and / or report property damage, break-ins, or intruders.

Process

Process insurance documentation requests.

Provide

• Provide accurate information to guests in a courteous manner.

• Provide assistance to the Help Desk as required.

• Provide customers with presentations on the benefits and uses of goods or services.

• Provide data to management team in order to track group fitness class attendance.

• Provide directions and assistance for guests navigating the local area.

• Provide excellent customer service to residents and visitors.

• Provide excellent service to internal customers as appropriate.

• Provide exceptional customer service that exemplifies our dealership.

• Provide exceptional experiences for all individuals within the Montreal office environment.

• Provide financial information and patient payment options.

• Provide high touch support to employees in the workplace.

• Provide individualized customer service based on unique customer needs.

• Provide information about local attractions, restaurants, and events.

• Provide information on key Strategic contacts.

• Provide recommendations to Users for bookings and postings.

• Provide suggestions and place orders for gifts and flowers.

• Provide superior client service (85% weighting).

• Provide travel assistance, calling cabs, communicating arrival, etc..

• Provide uncompromising service to Wellstar employees by arranging personal and convenience services.

Read

Read, write and communicate effectively with co-workers and the general public.

Receive

• Receive and sort daily mail / deliveries / couriers / emails.

• Receive enrollment referral from Sales - connects with customer.

• Receive packages, plants, prescription drugs, etc. and delivers / holds as requested.

• Receive, report and forward resident complaints to the Property Manager.

Refer

Refer any actionable security issues to the Community Manager or security.

Remember

Remember and use guest names at all times.

Report

• Report all guest comments and suggestions.

• Report to Community Manager any violation of policy or bylaws.

• Report to PCNT Concierge Manager.

Resolve

Resolve all issues with members, service providers and partners in a timely and effective manner.

Respond to

• Respond and take care of concierge emails.

• Respond to resident inquiries in a timely manner, with accurate and thorough information.

Schedule

Schedule all meetings and appointments that a customer has in the community after contract.

Search

Search for relevant, related articles about our industry and audience for social media.

Secure

Secure all areas of the building, checking for open doors and any unusual activity.

Select

Select and block villas for arriving guests.

Stop

Stop any observed unsafe acts, and obey facility safety rules and procedures.

Supervise

Supervise day-to-day performance of the staff.

Support

• Support and assist with sales office matters as directed by the Executive Director.

• Support a positive team environment with a friendly and can do attitude.

• Support General CS tickets when necessary.

Take

Take initiative and anticipates needs of clients and members.

Troubleshoot

• Troubleshoot and perform minor repairs as needed.

• Troubleshoot and resolve product issues and concerns.

Uphold

Uphold helpful, friendly, and professional service standard at all times.

Work with

• Work with cross functional teams in supporting LinkedIn return to the workplace safely.

• Work with studio staff to support the financial goals and operational needs of the studio.

Write

Write daily reports and incident reports.

Most In-demand Hard Skills

The following list describes the most required technical skills of a Concierge:

1. Proficiency in using hotel property management systems (PMS) and reservation software.

2. Knowledge of local area maps, transportation routes, and landmarks.

3. Familiarity with multiple languages to assist international guests.

4. Competence in handling cash and credit card transactions accurately.

5. Ability to operate office equipment, such as computers, printers, and telephones.

6. Knowledge of basic accounting principles for handling guest invoices and billing.

7. Understanding of safety and security protocols to ensure guest well-being.

8. Proficiency in using customer relationship management (CRM) software.

9. Familiarity with online review platforms to monitor guest feedback.

10. Skilled in managing multiple tasks simultaneously and prioritizing effectively.

11. Competence in using email, scheduling, and communication tools.

12. Knowledge of local regulations and laws related to hospitality and tourism.

13. Ability to navigate online travel websites and make reservations.

14. Proficiency in using electronic key card systems and other security measures.

15. Knowledge of emergency response procedures and first aid basics.

16. Familiarity with local event calendars and ticketing platforms.

17. Competence in using concierge-related mobile applications.

18. Understanding of cultural sensitivity and adaptability

19. Proficiency in handling guest inquiries and complaints via various communication channels.

20. Knowledge of basic food and beverage terminology to assist with restaurant recommendations and reservations.

Most In-demand Soft Skills

The following list describes the most required soft skills of a Concierge:

1. Excellent communication skills, both verbal and written, to interact with guests and colleagues effectively.

2. Outstanding interpersonal skills to build rapport and establish a positive relationship with guests.

3. Exceptional customer service orientation with a genuine desire to exceed guest expectations.

4. Strong problem-solving and decision-making abilities to handle guest issues and find prompt solutions.

5. Adaptability and flexibility to accommodate diverse guest needs and changing circumstances.

6. Empathy and patience to understand and address guests' concerns with a compassionate approach.

7. Strong organizational skills to manage multiple requests and maintain efficient workflows.

8. Attention to detail to ensure accuracy in reservations, guest information, and special requests.

9. Professionalism and a polished appearance to represent the establishment with a high level of professionalism.

10. Time management skills to prioritize tasks and meet guest needs within established timeframes.

Conclusion

Concierges play a crucial role in providing exceptional customer service and ensuring the satisfaction of guests. Their responsibilities range from assisting with reservations and recommendations to resolving complaints and handling special requests. To excel in this role, Concierges require a combination of hard and soft skills. Hard skills encompass technical knowledge of reservation systems, local area expertise, and proficiency in using various tools and software. Soft skills, on the other hand, involve effective communication, problem-solving, customer service, and organizational abilities.