When you think of a hotel concierge, perhaps you imagine a stylish, suit-clad professional in a glamorous New York boutique hotel somehow scoring tickets for a sold-out Broadway show. The ticket-seeking guests, of course, become guests for life and write rave reviews for your hotel across the web to improve your hotel star ratings.
But how exactly did the concierge pull it off while juggling dozens of requests? The concierge’s job doesn’t stop at making dinner reservations and restaurant recommendations. Anyone who’s worked in the hospitality industry and especially within guest service has gotten requests that shock them from bold hotel guests looking for a unique experience.
The best hotels prep their concierges to bring wacky ideas to the table and to develop a knack for understanding what guests want even before they ask for it. The concierge is like the hotel’s personal assistant ready to make every journey seamless and delightful. This is the gold standard of hospitality which is why the best concierges receive golden keys called le clefs d’or which is only available to this hotel staff in this hospitality career path.
With technology, incredible guest experiences are accessible to any hotel who seeks to improve review scores, increase incremental revenue, and build guest loyalty. In this article, we’ll review a concierge job description, share some tasks a concierge might handle, and uncover the secrets of that little golden lapel pin on the best concierges’ jackets.
00:00:00 Defining the Role of a Concierge
00:00:56 Intuitive Understanding
00:02:14 The Concierge as a Cultural Ambassador
00:03:16 The Problem-Solving Superpower
00:04:08 The Power of Human Connection
00:05:30 Les Clefs d'Or (The Golden Keys)
00:06:36 The Importance of Discretion
00:08:21 The Art of Reading Between the Lines
00:11:35 Ethical Dilemmas in Concierge Work
01:13:21 The Principle of Collaboration
01:14:44 The Role of Cultural Immersion
01:16:58 Learning from the Concierge Mindset
01:18:12 Anticipating Needs
01:18:42 Personalizing Experiences
01:19:28 Creative Problem Solving
01:20:38 Final Takeaway