| Detail | For this role |
|---|---|
| Department | Hospitality |
| Level | Entry level |
| Reports to | Front Office Manager |
| Direct reports | None |
| Experience | 1 to 4 years in front office or guest service |
Concierge job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Concierge
Department: Hospitality
Reports to: Front Office Manager
Location: [City], [office, branch or site]
About the role
A Concierge helps guests get the most from their stay, arranging bookings, transport, tours and local experiences. They know the city well, solve guest requests and make things happen that guests could not on their own. The role reports to the Front Office Manager. A good Concierge seems to know everyone and everything, turns a tricky request into a done deal, and gives guests the local insight and arrangements that turn a good stay into a memorable one.
Key responsibilities
- Arrange restaurant bookings, tours, tickets and transport for guests.
- Answer guest questions on the city, attractions and local experiences.
- Handle special requests and make arrangements guests cannot easily do.
- Build and maintain contacts with restaurants, drivers and local partners.
- Coordinate airport transfers, car hire and travel for guests.
- Keep updated information on events, attractions and opening times.
- Handle guest complaints related to arrangements and fix them.
- Maintain a log of guest requests and follow ups.
- Support VIP guests with tailored recommendations and priority local bookings.
- Coordinate with the front desk and other departments on requests.
Requirements
- Degree or diploma in hotel management
- Guest service experience
- Strong local knowledge and contacts
- 1 to 4 years in front office or guest service
KRAs and KPIs for a Concierge
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Guest satisfaction | Guest feedback on concierge service held above the standard |
| Request fulfilment | Guest requests fulfilled within the agreed time and expectation |
| Local knowledge | Recommendations kept current and accurate for the city |
| Partner network | Reliable partners maintained for key guest needs |
| Follow up | Every request logged and followed up to closure |
Skills and tools
Tools used day to day: Property management system, Booking platforms, City guides and apps, Guest request log, Phone and email.
Reporting line and career path
Next roles: Guest Relations Manager, Front Office Supervisor, Chief Concierge
Interview questions for a Concierge
- How do you arrange a fully booked restaurant for a guest tonight?
- How do you build a network of reliable local partners?
- How do you handle a guest request you have never had before?
- How do you keep your local knowledge current?
- How do you look after a VIP guest's plans?
- How do you handle a booking that falls through last minute?
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What does a Concierge do?
A Concierge helps guests get the most from their stay by arranging bookings, transport, tours and local experiences. They know the city well, answer questions, handle special requests and build partner networks. They log and follow up requests and support VIP guests, reporting to the Front Office Manager.
What makes a good Concierge?
A good Concierge combines deep local knowledge with a strong network and a can do attitude. They turn difficult guest requests into done deals through contacts and persistence. Discretion, composure and warm service matter too, since guests trust the concierge with plans that shape their whole stay.
What qualifications does a Concierge need?
Most Concierge roles ask for a degree or diploma in hotel management with guest service experience and one to four years in front office. Strong local knowledge and contacts, excellent communication and a resourceful, discreet nature matter most for arranging what guests need.