Tourism

Concierge

Related positions: Concierge, Activities Concierge, Certified Concierge, Chef Concierge, Club Concierge, Conference Concierge, Front Desk Agent, Guest Service Agent, Hotel Concierge, Lobby Concierge, Personal Assistant

Overview

A concierge is a professional who provides personalized services and assistance to clients or guests in hotels, apartment buildings, or other hospitality settings. They help with tasks such as making restaurant reservations, arranging transportation, and suggesting entertainment options.

The responsibilities of a concierge may include making restaurant reservations, arranging transportation, providing directions and recommendations for local attractions and events, organizing laundry and cleaning services, and addressing any other requests or concerns that guests or residents may have.

Concierges must have excellent customer service skills, as they interact with guests or residents regularly and must be able to provide a high level of service. They must also have knowledge of the local area and be able to provide accurate information and recommendations. Additionally, they must be organized and able to multitask in a fast-paced environment.

Common tasks 

    TaskRelated trait(s)
    Greeting guests Social Fluency Positivity Ambassador Guest Service Composure
    Assisting with check-in and check-out processes Service Excellence
    Providing information and recommendations on local attractions, restaurants, and other amenities Service Excellence Positivity Ambassador Guest Service Composure
    Booking reservations for restaurants, tours, and other activities and arrange transportation Service Excellence
    Managing guest requests for special services, such as laundry or room service Service Excellence
    Handling and storing luggage for guests Service Excellence
    Resolving complaints or issues Problem-Solving Prowess Positivity Ambassador Guest Service Composure
    Coordinating with other staff, such as housekeeping and maintenance  Positivity Ambassador Guest Service Composure
    Ensuring that the lobby area is clean and welcoming for guests. Service Excellence

    Soft skills measured by TraitForward

    TraitNo of QuestionsCronbach’s  alpha (α)
    Problem-Solving Prowess60.73
    Can they quickly grasp complex situations and independently develop effective solutions to guest challenges without needing extensive guidance?
    Collaborative Spirit100.76
    Can they genuinely support team members, foster inclusion, and bring people together to create a harmonious work environment that enhances guest service?
    Social Fluency80.83
    Can they engage confidently with guests and navigate diverse social interactions with ease and authenticity?
    Service Excellence80.77
    Does the candidate demonstrate a commitment to exceptional service delivery through careful attention to details, consistent follow-through, and organized approaches to fulfilling guest requests?
    Positivity Ambassador60.77
    Can they consistently maintain and communicate a positive, uplifting attitude that enhances the guest experience, even during challenging situations?
    Guest Service Composure70.83
    Can they maintain a calm, professional demeanor when faced with difficult guests, high-pressure situations, or multiple competing demands?
    *Cronbach’s alpha coefficient (α) determines the extent to which the questions consistently measure each trait and it is expressed as a number ranging between 0 and 1 . Higher values indicate higher agreement between questions.  A value of α equal to greater than .7 indicates acceptable reliability or internal consistency.  For more information on the psychometric properties of the solution, please click here.

    Find out the psychometric properties for the Concierge Traitforward questionnaire

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