Front Desk – Concierge / Les Clefs Job Description

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Job Description, Duties, Interview Questions and Salary for Concierge Position:

Front desk concierge or Les Clefs is a vital role in the hospitality industry. The job entails being the first point of contact for guests, ensuring they feel welcomed and at ease during their stay. The concierge is responsible for providing information about the hotel, its services, and amenities to guests. They also offer suggestions on local attractions and activities.

The Les Clefs d’Or, or Golden Keys, is an international association of professional hotel concierges. Members of this organization are recognized for their exceptional service and expertise in providing guests with the best possible experience. The Les Clefs d’Or concierge is trained to handle any request with professionalism and efficiency, from restaurant bookings to arranging transportation.

In addition, the front desk concierge is responsible for managing guest requests and complaints. They must be able to handle difficult situations with tact and diplomacy. The concierge must also be knowledgeable about the hotel’s security procedures and be prepared to handle emergencies.

Overall, a front desk concierge or Les Clefs member plays a critical role in ensuring guests have a memorable and enjoyable stay. They are the face of the hotel and are responsible for creating a positive first impression that will last long after the guest has left.

Serves as the guest’s liaison for both hotel and non-hotel services. Functions are an extension of front desk agent duties. Assists the guest- regardless of whether inquiries concern in-hotel or off-premises attractions, facilities, services, or activities. Knows how to provide concise and accurate directions. Makes reservations and obtains tickets for flights, the theatre, or special events.

Organizes special functions such as VIP cocktail receptions. Arranges for secretarial services. Good knowledge of property management software (PMS) or hotel reservation software.

CONCIERGE DUTIES AND RESPONSIBILITIES:

  • Develop a strong knowledge of the hotel’s facilities and services and the surrounding community.
  •  Provides guests with information about attractions, facilities, services, and activities in or outside the property.
  •  Makes guest reservations for air or other forms of transportation when requested.
  •  Obtain necessary itinerary tickets.
  •  Makes guest reservations for the theatre and other forms of entertainment when requested. Obtains necessary tickets and provides directions to facilities.
  •  Organizes special functions as directed by management.
  •  Arranges secretarial and other office services.
  •  To ensure a proper use of the telephone etiquette standards.
  •  To oversee the concierge operations, doormen, bellmen, and valet parking and to supervise the area ensuring that all standards and procedures are fully known and followed.
  •  To ensure that all necessary equipment is maintained properly with sufficient stock for day-to-day operations.
  •  To ensure that all sections have proper coverage of staff at all times.
  •  To ensure that guest luggage records are accurately maintained and all special requests are met.
  •  Process and deliver messages for Guests.
  •  Deliver and safely store Guest luggage.
  •  Stay current and up to date with all hotel services as well as daily VIP requests and special events.
  •  Ensure orderliness and safety guidelines around the lobby and front door areas.
  •  Provide support to Management as required, in cases of emergency.
  •  Project in a professional manner with an emphasis on hospitality and Guest service.
  •  Maintain a clean, healthy, and safe working area.
  •  Coordinates guest requests for special services or equipment with the appropriate department.
  •  Contacts roomed guests periodically to ascertain any functional needs.
  •  Handles guest complaints and solves the problem to the degree possible.

JOB TITLE: CONCIERGE

REPORTS TO: Front Office Manager

PREREQUISITES:

Education: Minimum two years of college degree. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visit the hotel.

Experience: Minimum two years of sales experience, experience with a minimum of one year of supervisory experience.

Interview Questions For a Front Desk Concierge or Les Clefs d’Or (Golden Keys) Concierge position:

When interviewing candidates for a Front Desk Concierge or Les Clefs d’Or (Golden Keys) Concierge position, it’s essential to assess their customer service skills, local knowledge, communication abilities, and problem-solving capabilities. Here are some interview questions you might consider:

  1. Can you describe your experience in the hospitality industry, particularly in a concierge role?
    • This question allows the candidate to provide an overview of their relevant experience and background.
  2. How do you stay informed about local events, attractions, and services to provide personalized recommendations to guests?
    • Assess the candidate’s knowledge and curiosity about the local area, a key requirement for a concierge.
  3. How do you handle guest requests for reservations, transportation, or other services efficiently and promptly?
    • This question evaluates the candidate’s organizational skills and ability to coordinate various guest services.
  4. Can you share an example of a time when you went above and beyond to fulfill a guest’s request or solve a problem?
    • This behavioral question allows the candidate to showcase their commitment to exceptional customer service.
  5. How do you handle challenging or stressful situations, especially when dealing with high-profile guests or demanding requests?
    • Assess the candidate’s ability to remain calm and composed under pressure, a crucial quality for a concierge.
  6. Are you familiar with the local cultural and dining scene? How do you recommend experiences that align with a guest’s preferences?
    • Evaluate the candidate’s understanding of the local culture and their ability to tailor recommendations to individual guest preferences.
  7. What technology and software are you familiar with for concierge services, such as reservation systems or communication tools?
    • Assess the candidate’s technical skills and their familiarity with tools commonly used in concierge services.
  8. How do you prioritize and manage multiple guest requests simultaneously to ensure a seamless and positive experience for each guest?
    • This question evaluates the candidate’s multitasking and time management skills, important for handling a variety of guest needs.
  9. What steps do you take to ensure the confidentiality and security of guest information and requests?
    • Evaluate the candidate’s understanding of privacy and security protocols, crucial for maintaining guest trust.
  10. What do you believe are the most important qualities for a concierge to possess?
    • This question allows the candidate to express their understanding of the role and the qualities they think are essential for success in concierge services.

Salary for a Front Desk Concierge / Les Clefs d’Or Concierge Position:

The salary for a Front Desk Concierge can vary based on factors such as the size and type of the hotel, location, and the candidate’s experience. As of January 2024, the average annual salary for a Concierge in the United States ranged from $35,000 to $55,000.

It’s important to note that salary figures can change over time, and it’s advisable to refer to the latest industry reports, salary surveys, and local job market data for the most up-to-date information on salaries for Front Desk Concierges or those with Les Clefs d’Or certification.


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