What is a hotel concierge?
A hotel concierge handles guest requests and spends their time making sure that hotel guests have everything they need to make the most of their stay. They might recommend local attractions, give restaurant recommendations, and they will be the on-site contact for special requests, restaurant reservations and arranging tours.
They go beyond what a receptionist will offer, giving that extra support guests needs to create memorable experiences.
Why is a hotel concierge important?
Hotel concierges are important at a hotel because they can help to resolve issues before they turn into bad hotel reviews with problem-solving. While a receptionist is busy answering phone calls, making reservations, and serving as the command center for operations, a concierge (part-time or full-time) is constantly fulfilling guest requests from check-in to check-out. It’s almost as if they’re the guests’ personal assistant.
By going the extra mile with guest requests and consistently meeting guest needs, your concierge stands out to your customers. It doesn’t matter if you’ve got a big hotel or a small boutique hotel, the right concierge can help differentiate your hotel from the competition.
Key duties and responsibilities of a concierge
A concierge has many duties and responsibilities but at the core of their job description, it’s all ultimately about keeping guests happy.
Booking tours
A hotel concierge helps recommend experiences and tours to guests. Oftentimes they will have strategic partnerships with different tour providers so that they can quickly and easily book the experience of choice. They will help guests choose between the different options based on their needs and interests.
Making reservations
The concierge serves as a hub for making restaurant reservations; booking transportation such as taxis, public transportation passes, or train tickets; as well as arranging tickets for concerts, performances or theater. For example, if you’re staying at a hotel in New York, the concierge will help you find tickets for the different theater shows that are on while you stay with them.
Local advisor
Think of a concierge as a local advisor. It’s like when you visit a friend and they know where to take you for dinner and where to visit based on your preferences. The goal is that the concierge acts like a local advisor, giving you ideas about where to go, where to eat and what to do. It’s a great way to personalize the experience.
Handle special requests
Whether it’s helping with a late checkout or setting up a wakeup call, or informing guests when their taxi has arrived, a concierge goes above and beyond to help with special requests.
Comparing concierge services to front desk operations
While both the front desk and the concierge are guest-facing roles, the main difference between them is that the concierge’s main role is to meet guest needs and offer personalized services whereas the front desk handles more administrative duties.
The front desk manages everything related to check-in and check-out, such as greeting guests, assigning rooms, payments, room keys, addressing general queries, as well as serving as a hub for everything relating to operations, such as housekeeping, maintenance and resolving guest issues or queries.
The concierge team focus entirely on personalized guest services like booking restaurants, transportation and tours, and providing local recommendations. They act as a liaison between guests and external providers to help deliver that memorable experience.
Both roles require problem-solving and multilingual abilities are desirable, but the front desk requires more organizational and computer skills, as well as time management, conflict resolution and attention to detail. The concierge, on the other hand, needs local knowledge and the ability to create connections with excellent communication skills.
Enhancing hotel stays through concierge expertise
The concierge serves as a key role to enhance the guest experience and help guests connect with the local area through recommendations for dining options, nightlife and local restaurants. They act as a bridge between operations and guests to create a truly memorable experience for all hotel guests.
How to offer concierge services at your hotel?
Offering concierge services is about enhancing guest satisfaction, anticipating guest needs, increasing repeat business and setting your hotel apart from the competition.
If you’re interested in offering these services at your hotel, you must first decide on the scope of work, i.e., restaurant reservations, transportation, tours and tickets, local recommendations, special requests and any other business support. Once that’s been defined, you must hire and train the right staff for the role.
The concierge can then focus on building local partnerships with restaurants, spas, tours, attractions, and other cultural services. You can then set up a desk or contact points so that guests know where to find them. You will also want to ensure that the front desk mentions your concierge service upon check-in and that there is information on how to contact them in each room.
Why do the best hotels trust Mews to offer concierge services?
Mews can help hotels elevate their concierge services through virtual concierge software. Gone are the days of long lines at the front desk. Instead, guests can check in on a mobile device and access everything they need in the palm of their hand. From online-check in and online payments to real-time messaging that goes straight to the reception, this fully digital experience takes the guest experience to the next level.
As for your hotel, Mews can help boost revenue with digital upsells, including room upgrades, service upsells and product offers. You can even ask guests about their experience with the help of surveys or reviews so that you can better understand guest satisfaction and identify any areas for improvement.
Conclusion
We’ve looked at the ins and outs of the role of a concierge, and how this single role can be fundamental in giving that personal touch that makes the difference in the hotel experience you offer. It’s all about ensuring exceptional service and giving guests what they want: personalization and human connection. With the right people in charge you can differentiate your hotel from the competition and ensure a one-of-a-kind experience at your hotel.
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