Q:

What does a concierge do?

A:

A concierge provides customer service to hotel guests and customers to ensure that they have a positive and enjoyable experience during their stay. General duties of a concierge include answering guests' questions and resolving patron concerns.

Types of requests a hotel concierge may be asked to fulfill include making a restaurant reservation, booking tour excursions and arranging for transportation by public transit or taxi. A concierge may also finalize onward flight bookings, including seat reservations and airport transfers. Hotel guests and store customers can also ask the concierge to recommend good restaurants, tourist activities and stores that carry specific items, such as souvenirs and gifts. Concierges may arrange for shoe and clothing repair and communicate guest needs to housekeeping, such as a request for extra toiletries.

A hotel concierge is an important component of a hotel's approach to a high level of customer service. For many guests, the hotel concierge is the first person they meet when they arrive and the last person they see when the depart. Highly skilled concierges show equal respect to all guests and maintain a professional manner at all times. They are able to remain calm and friendly while addressing urgent and often difficult challenges in timely manner.

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