Guest Experience

How can hotel concierge help you keep your guests happy!

11 Minute

Kajal Makhija

How can hotel concierge help you keep your guests happy!

Kajal Makhija
Published on

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How to pronounce concierge?

Separate the word "concierge" into its component sounds, [KON] + [SEE] + [AIRZH], and practice pronouncing each one out loud until you can do it with ease.

The concierge service at a hotel can help keep guests happy by giving them information and helping them with things like making restaurant reservations, setting up transportation, and getting tickets to a show or tour. They can also help guests with any special requests or needs, like upgrading their room or giving them extra amenities. A hospitality concierge can also act as a go-between for guests and hotel staff to make sure that any problems or concerns are taken care of quickly. Overall, a hotel concierge service can help make a guest's stay more enjoyable and comfortable by providing personalized service and attention.

The hotel concierge is a sub-department of the front desk that helps visitors in many different ways, including by reserving restaurants, reserving transportation, arranging for local visits, suggesting places of interest, coordinating bell desk service, etc. The concierge at the hotel is a customer service expert whose main jobs are to greet guests, take care of their needs, and make sure their stay is enjoyable in every way.

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What is a hotel concierge?

A hotel's concierge is the employee in charge of greeting guests and meeting their needs for a more satisfying stay. Positions in this field are common at the front desks of hotels, where they may go by a variety of names, including "guest services representative" and "guest relations manager."

The main reason for hiring for this job is to make sure that guests are always happy. A great hotel concierge serves as the welcoming face of the establishment and an outstanding first point of contact for visitors, and they are there to help with anything they require.

Guest interactions with the hotel begin with the concierge. Answering questions from visitors is its primary function. If you're still confused and wondering what a hotel concierge do, or what are hotel concierge services, consider the following:

  • Answering guest inquiries
  • Directing phone calls
  • Coordinating travel plans
  • Making dinner reservations
  • Acquiring tickets for events
  • Preparing and displaying beverage options
  • Assisting with on-site events, such as corporate retreats
  • Directing guests to hotel amenities

What is the role of the concierge in a hotel?

A hotel concierge's job is to help guests with different tasks, give them information about the area, and much more. A hotel concierge services can include making restaurant reservations, setting up transportation, recommending local attractions and events, and giving general information about the hotel and its services. A hotel's concierge can also help with more specific requests, like making plans for a special event or helping guests who have special needs. The concierge is the face of the hotel, providing excellent customer service and making sure guests have a pleasant experience.

A hotel concierge services plays an important role, as they are often the first point of contact for guests and are responsible for setting the tone for their stay. The main job of a concierge at the hotel is to make sure that guests have a good time and remember it. A good hotel concierge can anticipate what guests will need and help them before they ask, which can make guests happier and more likely to return.

Post-COVID, the global market size for concierge services is anticipated to reach USD 1,190.89 million by 2030. In short, concierge service helps guests have a unique and memorable stay and helps the hotel make more money by promoting local businesses and special requests.

How can the hotel concierge assist in enhancing the guest experience?

Today, guests no longer just come to the concierge desk or call if they have a request. Many prefer to use instant messaging channels on their smartphone or other devices. Modern tools for communicating with guests let concierges keep track of all messages and respond quickly through the channels that guests prefer. These solutions also make it easier to loop in team members from other departments that need to get involved, e.g., housekeeping or F&B. 

New tools also make it easier to book, plan, and manage guest transportation, be it with in-house chauffeurs or an external service provider. Finally, like in other departments, technology helps concierges streamline workflows and save time, leaving them with more bandwidth to interact with guests. 

The essence of a concierge’s role will always remain the same: to delight guests and fulfill their wishes. But like most areas of hotel operations, even concierges rely more heavily on technology today than in the past. This has opened up new opportunities, especially now that guests are more picky and want answers or solutions faster than ever. Modern tech tools create the chance to meet and even exceed these expectations.

There are several ways in which a hotel concierge can help improve the guest experience:

  • Personal service: A concierge can help guests in ways that are unique to them. For example, they can suggest local attractions and activities that match their interests, make reservations at their favorite restaurants, and set up transportation to and from the hotel.
  • Proactive help: A good concierge can predict what guests will need and help them before they ask. For example, they can give guests a map of the area, suggest local services like dry cleaning or laundry, and help guests with special requests.
  • Problem-solving: A concierge can help guests with any issues or problems they may have during their stay. For example, if a guest's favorite restaurant is full, the concierge can make other plans for them or help them find something they've lost.
  • Local knowledge: A concierge can provide guests with valuable information about the local area, such as the best time to visit local attractions, the best places to shop, and the best places to eat.
  • Building a relationship: A concierge can build a relationship with guests, making them feel welcome and valued. This can make guests happier and more likely to return, which can help a hotel's reputation and income.

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What is a concierge job?

So the big question is: what does a concierge do or what can a concierge do for you?

Here is the answer to what doe a hotel concierge do? A concierge is a professional who helps guests with different tasks and tells them about what's going on in the area. A concierge's main job is to make sure that guests have a good time and remember it.

The national average salary for a concierge across top markets are following:

  • India: ₹5,63,197 per year
  • Europe: Entry-level hotel concierge (with 1-3 years of experience) is €22,220. 
  • Europe: Senior-level hotel concierge (8 or more years of expertise) makes an average of €31,261 per year. 
  • United States: Average salary across different experience level is $32,506 per year, or $15.63 per hour. 
  • United States: Most experienced professionals earn up to $44,114 per year
  • United States: Entry-level hotel concierge is $29,250 per year.

A hotel concierge is a trained person who helps guests with different tasks and tells them about the area. A hotel concierge's main job is to make sure that guests have a good time and remember it. Some of the specific tasks and responsibilities of a hotel concierge include:

  • Greeting guests and providing them with information about the hotel and its amenities
  • Making restaurant reservations and arranging transportation for guests
  • Recommending local attractions and events to guests
  • Helping guests with special requests, like planning for a special event or helping guests with special needs
  • Helping guests with problem-solving, such as making alternative arrangements if a guest's preferred restaurant is fully booked or helping a guest who has lost something
  • Building a relationship with guests, making them feel welcome and valued
  • Keeping themselves updated with the local area, events and trends
  • Promoting local businesses and special requests to increase revenue for the hotel
  • Providing guests with valuable information about the local area, such as the best time to visit local attractions, the best places to shop, and the best places to eat
  • Handling guest complaints and feedback
  • Maintaining accurate records of guest interactions and requests
  • Upselling hotel amenities and services

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In short, a hotel concierge plays a crucial role in making guests feel welcome, appreciated, and comfortable, and in helping them make the most of their stay by providing them with personalized service and information. Concierges often work in hotels, resorts, and other hospitality settings, but they can also be found in other industries such as luxury apartment buildings, cruise ships, and corporate buildings.

Customer service is a vital part of the hotel business. Concierges and front-desk clerks are two examples of service-oriented jobs. Even though both jobs involve talking to customers and require strong people skills, they are not the same at their core. Let's take a closer look at the qualifications needed for each position, the commonalities between the concierge vs front desk, and the key contrasts between the two.

  • Purpose 

The concierge is in charge of giving personalized service and help to guests, while the front desk is in charge of administrative tasks and the check-in and check-out processes.

  • Services 

The concierge gives guests information, makes reservations, sets up transportation, and helps with other requests. The front desk handles check-in, check-out, billing, and giving out room keys.

  • Interaction

The concierge interacts with guests before, during, and after their stay, while the front desk primarily interacts with guests during check-in and check-out.

  • Skills

The person at the front desk needs to be very organized and have good customer service skills. The concierge needs to be good with people and know about the area.

Future of Concierge

In the past few years, concierge services have become more popular as more people want personalized services that save them time and effort. There are many good things about these services, like how easy they are to use and how they give you access to unique services and experiences. As the number of people who want concierge services keeps going up, the following trends are likely to shape the future of this industry:

  • Increasing demand for individualised services Consumers today seek tailored services that cater to their own requirements and preferences. This trend is likely to continue in the future, with concierge services offering customised experiences to fit the specific requirements of each individual customer.
  • Technology is playing an increasingly crucial part in the hotel concierge software sector, with many services employing digital platforms and artificial intelligence to increase productivity and the customer experience. Expect to see even more technologically-driven developments in the future, such as smartphone apps and virtual assistants.
  • Beyond standard services such as travel and event planning, hotel concierge services are anticipated to expand their capabilities. In the future, there may be an increase in services such as house maintenance, personal shopping, and wellness.
  • As clients grow increasingly environmentally and socially conscientious, digital concierge services are expected to emphasize more sustainable and ethical methods. This may involve providing eco-friendly services or cooperating with sustainable and ethical enterprises.
  • The concierge industry is likely to collaborate with other industries, like hospitality, retail, and healthcare, in order to provide consumers with more comprehensive services. This could result in the creation of new service offerings and customer experiences that cater to a broader spectrum of client wants.
  • The future of concierge services appears to be bright, as a variety of trends are altering the business. Concierge services that can adapt to these shifting market demands are likely to survive. By the incorporation of technology, expansion of service offerings, and collaboration with other industries, concierge services can deliver novel and valuable services to clients for years to come.

Digital Concierge

A digital concierge system is an AI-based service that helps hotel guests. It is sometimes called a "virtual concierge." It offers unbounded benefits compared to more conventional approaches. The app or website allows hotel owners to make their own unique digital concierge app.

It is essential for a hotel to have digital concierge software if it wants to provide better service for its guests. Let's look at a few use cases to understand how a digital concierge may improve different industries.

With the help of a digital concierge, patients and guests may make appointments without ever having to set foot in the facility's lobby. Guests of the event management firm can use it to keep track of event locations as they change. The hospitality industry has adopted the digital concierge the quickest and most quickly.

Large hospitality companies that want to access their guests' phones before they arrive are starting to need hotel concierge apps.

In an effort to make guests' stays even more personalized, many hotel chains have recently added their own or third-party hotel concierge software to make it easier for guests to order room service and get in touch with staff. SMS can still be very important, but experts say that it would be smarter for marketers to work with a third-party provider instead of creating their own branded experience.

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One way to describe a hotel's concierge is as a kind of personal assistant. If a property has more than one concierge, they may operate independently from the front desk. In most hotels, the chief concierge is also in charge of making sure the porters and chauffeurs do their jobs well.

The helpful people at the concierge desk can answer any questions or take care of any special requests. To put it simply, the role of the concierge in a hotel is to facilitate a pleasant and memorable stay for visitors by seeing to their every need.

Like front desk clerks, hospitality concierges are the first and main people that guests talk to in a hotel. They also perform less administrative work like check-ins and check-outs. They care more about the impact they have on guests by facilitating a unique and unforgettable stay.

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