A Typical Day

A concierge provides many guests with information, books tickets, makes reservations, and supervises hotel staff.

Top 3 Perks

1) Often earn tips

2) Everyday has different requests

3) Meet interesting people from around the world

Job Culture

On the phone, indoors, recording information, organizing tasks, checking emails and voicemails, confirming requests, supervising staff

My Experience

I shadowed a hotel concierge at a fancy hotel in downtown Toronto. Fortunately, she had time to talk to me because during busy seasons the volume of requests and guests are a lot to handle. She has been a hotel concierge for a bunch of years and started in the hotel industry a long time ago. She loves her job and loves to work with her guests to solve their problems. At first I thought concierges were there just to book reservations and give directions, but concierges are there to help guests with everything. Everyday the requests are different and the concierge I shadowed has seen everything.

However, even though the odd requests are fun being a concierge during peak seasons can be very challenging. Every guest expects great service and it can be a high pressure job. Thus, a concierge has to be very organized, enjoy working with people, able to make decisions for guests, and very dedicated. In fact, the concierge I shadowed said that she has to check out the newest restaurants, latest attractions, and new museum exhibits to stay knowledgable. Staying updated is also all on your unpaid time so you better enjoy your job if you are a concierge.

While shadowing the concierge I learnt about Les Clef D’or (“The Golden Key”) which is the professional association for hotel concierges. The concierge I shadowed was part of it and members can be distinguished by the gold keys pinned on their lapels. The association trades information so the concierges have more knowledge and it reassures the guests that they are receiving credible information.

Requirements

– No specific requirement

Skills Needed

People skills, communication, quick thinking, multi-tasking, ability to be pleasant, organization, critical thinking, computer skills

The Field

- Technology is changing the field but will never replace the role of a concierge

– Many concierges move to different hotels within the same city throughout their career