Why this matters:
Between scheduling reservations, selling rooms, and facilitating the day-to-day maintenance of a hotel, a hotel concierge can be very busy. Candidates must know how to prioritize responsibilities, delegate tasks, and provide excellent customer service, especially when under pressure. Highly organized hotel concierges help hotels cultivate memorable experiences and long-lasting customer relationships.
What to listen for:
- Ability to manage multiple responsibilities at once
- Exceptional decision-making skills, with the ability to prioritize tasks according to level of importance
- Clear methods for staying organized, such as keeping a daily checklist
Why this matters:
Hotel concierges are responsible for a variety of tasks that must be performed using computers, such as scheduling reservations and facilitating transactions. The best candidates will be technologically savvy and willing to learn new systems. Experience with your hotel’s preferred reservation software is a plus.
What to listen for:
- Familiarity with common hotel reservation software, such as Cloudbeds or RoomKeyPMS
- Demonstrated computer literacy
- Willingness to learn new systems
Why this matters:
Customer service skills are of the utmost importance for a hotel concierge. Qualified candidates will be able to describe clear best practices — such as maintaining a positive attitude and actively listening — based on their personal experience, knowledge, and insight. The best candidates will also be able to assess their own customer service strengths and weaknesses.
What to listen for:
- Ability to discuss professional strengths and weaknesses
- Thoughtful consideration of customer service best practices
- Experience working in a hospitality or sales environment is a plus
Why this matters:
A hotel concierge answers to instructions from hotel management and must be able to take constructive feedback from their supervisors. Candidates should be ready to work independently while also thriving as part of a team. The best candidates will have experience responding to conflict with professionalism and respect for their coworkers.
What to listen for:
- Demonstrated ability to make improvements using constructive feedback
- Respect for supervisors and the organization as a whole
- A strong sense of workplace professionalism
Why this matters:
A hotel concierge often acts as the face of a hotel, greeting hotel guests and providing them with resources to solve their problems. Hotel guests may become frustrated, or even angry, when they are in need of help. The best candidates will have experience treating guests with respect while working swiftly to find solutions.
What to listen for:
- Determination to resolve customers’ problems
- A readiness to approach stressful situations calmly and quickly
- Demonstrated respect for the customer and confidentiality
Why this matters:
Hotel guests look to concierges to meet their travel needs. While this starts with reservations and hotel services, guests often have questions about local recommendations or travel-related problem-solving. The best candidates will be enthusiastic about meeting new people and offering help without being asked. Demonstrated empathy and care for others are must-haves.
What to listen for:
- A readiness to help others with patience and understanding
- Excitement for welcoming new people
- Creative problem-solving skills
Why this matters:
The best concierges are friendly and welcoming conversationalists. They should possess strong communication skills and have an understanding of how to engage with people of varying ages, cultural backgrounds, and interests. The best candidates will be familiar with the local area and any challenges a guest might face with scheduling, transportation, or otherwise.
What to listen for:
- Genuine interest in helping customers to enjoy their stay at the hotel
- Knowledge of the area and its available activities
- Awareness of the specific needs of guests (ex: children, guests with disabilities, etc.)
Why this matters:
First impressions are everything in hospitality work, and a hotel concierge is often the first person that a hotel guest talks to. It’s paramount that candidates are aware of their part in making sure that guests feel welcome. The best candidates will have a passion for hospitality as well as people. The difference between good and great customer service is all in the details.
What to listen for:
- Strong social skills
- A clear set of methods they employ to make people feel welcome, such as greeting them with a smile
- Genuine passion for helping others
Why this matters:
Hotel concierges have many responsibilities for many guests, and it’s important that they are committed to staying engaged and efficient. Consistency and attention to detail are especially essential to the success of a hotel, and this requires focus and motivation from hotel concierges. The best candidates will have strategies in place for keeping themselves motivated, organized, and on-task.
What to listen for:
- Motivation to do well at work
- Goal-oriented standards of performance
- Methods for time and stress management
Contact a sales consultant.