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  • Concierge

Concierge

Introduction

As a Concierge, it is your responsibility to make sure that your guests are happy and to deal with any problems they might have. You will be the person they turn to when things go wrong or expert advice is required.

Also known as

  • Hotel Concierge

Work Activities

As a Concierge, it is your responsibility to make sure that your guests are happy and to deal with any problems they might have. You will be the person they turn to when things go wrong or expert advice is required.

Your exact responsibilities will vary depending upon whether you work in a hotel, on a cruise ship, or casino. But wherever you work you will be the friendly public face of your organisation.

You will welcome the guests as they arrive, and wish them well as they leave, always displaying a high level of customer service and care.

Hotel Concierge

Hotels are such busy places, with guests checking in and checking out, asking for advice, and maybe just wanting to chat to a friendly face. As a Hotel Concierge you will need to maintain a presence in the hotel lobby/door area, welcoming guests as they arrive. You might work as part of a team alongside Luggage Porters and Door Persons, who perform more specialist roles. It is important that you display exceptional customer care whilst dealing with guest's questions and needs.

Guests will expect you to show great knowledge of the hotel and its activities and also of the local facilities, including restaurants, places to visit, transport systems, banks, shopping, cinemas, recreational facilities. They will come to you with their questions and maybe a request to arrange their evening's activities.

Cruise Ship Concierge

One of your most important roles as a Cruise Ship Concierge, is coordinating the guests shore side activities - what they get up to when they leave the ship! This might include arranging car rentals, restaurant reservations, or taxi services. You will be responsible for dealing with any guest complaints, or requests for services, such as room upgrading. You might be stationed at a reception desk on-board the ship, where guests can always find you.

Casino Concierge

As a Casino Concierge, you will provide your guests with the information they require regarding the casinos facilities, including hotel rooms and restaurants. But you will also be expected to show expect knowledge on the casino gaming side as well. A guest may come to you and ask about the rules of playing blackjack - and they will expect you to know the answer!

Being able to read, write and speak Welsh may be an advantage when you’re looking for work in Wales.

Personal Qualities and Skills

To become a Concierge, you will need:

  • good organisational ability, as you are always 'on duty'
  • a good sense of humour, enthusiasm and stamina to cope with long working hours
  • to be very friendly, caring and patient
  • an outgoing personality, common sense and excellent communication skills
  • the ability to work well in a team
  • the ability to show initiative
  • the ability to speak at least one foreign language would be a great advantage

You will need to love meeting people and have a natural ability to make them feel right at home.

Pay and Opportunities

Pay

The pay rates given below are approximate.

  • Starting: £17,000 - £18,000
  • With experience: £19,500 - £21,500
  • Senior Concierge earn £23,500 - £25,500

Hourly rates range from around the national minimum wage to £12 an hour.

Hours of work

As a Concierge, you can expect to work long, irregular hours, including early starts, late finishes, night shifts and work at weekends and public holidays.

Where could I work?

Opportunities occur for Concierges in hotels, casinos, on cruise ships, and holiday resorts throughout the entire world!

Where are vacancies advertised?

Vacancies are advertised in local/national newspapers, on recruitment and employers' websites, and on Find a Job (www.gov.uk/jobsearch).

Social media websites, such as LinkedIn, Twitter or Facebook, are a great way to network, find vacancies and get in contact with possible employers. Make sure that your profile presents you in a professional manner that will appeal to potential employers.

Take a look at our General Information Article 'Finding Work Online'

Entry Routes and Training

Entry routes

Rather than specific qualifications, employers look for people with some relevant experience - in customer service, admin or sales work, for example.

An Intermediate Level Apprenticeship is also a great place to start. You may be able to take a vocational qualification, such as a NVQ, as part of your apprenticeship. Take a look at our information article 'Apprenticeships – How do I apply', for more details about applying for apprenticeship positions.

Various vocational qualifications are available and could help you to get into this career - see below for more details.

You may be able to start working as a Hotel Receptionist and work your way up to a full Concierge position.

Progression

You might be able to progress to Senior Concierge positions, and maybe lead a front-of-house team.

Qualifications

Useful GCSE subjects include English, leisure and tourism, and foreign languages.

To get onto an Intermediate Level Apprenticeship, you’ll usually need at least 2 GCSEs at grade C/4 or above, possibly including English and maths.

The following relevant vocational courses are also available:

  • BTEC level 2 and level 3 - certificate in travel services
  • BTEC level 2 and level 3 - hospitality
  • BTEC level 2 and level 3 - travel & tourism
  • BTEC level 1 and level 2 - customer service
  • City & Guilds level 1, level 2, level 3 - hospitality and catering
  • City & Guilds - customer service

Some universities accept the Welsh Baccalaureate as equivalent to 1 A level.

Adult Opportunities

Age limits

It is illegal for any organisation to set age limits for entry to employment, education or training, unless they can show there is a real need to have these limits.

Skills/experience

Previous experience of working in a customer facing, customer service role will really help you to get into this career.

Fluency in at least one foreign language is a big advantage.

Distance learning

Numerous private training providers offer course in hospitality or customer service related subjects, at a variety of levels, by distance learning.

Further Information

Apprenticeships: Get In. Go Far

National Apprenticeship Service (NAS)

Tel: 0800 015 0400

Email: nationalhelpdesk@findapprenticeship.service.gov.uk

Website: www.apprenticeships.org.uk

Hospitality Guild (People 1st)

Website: www.hospitalityguild.co.uk

Institute of Travel & Tourism (ITT)

Address: PO Box 217, Ware, Hertfordshire SG12 8WY

Tel: 0844 4995653

Email: enquiries@itt.co.uk

Website: www.itt.co.uk

Careers Wales - Welsh Apprenticeships

Tel: 0800 028 4844

Website: ams.careerswales.com/

People Exchange Cymru (PEC)

Public sector recruitment portal for Wales

Email: peopleexchangecymru@gov.wales

Website: www.peopleexchangecymru.org.uk/home

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