Concierges work as part of the front-of-house team, and their role is to create a positive first impression of the organisation for guests or visitors, and to provide a range of services to make the stay or visit more comfortable.
Based in reception or at the porter's desk, you will welcome guests, carry guests' luggage, call taxis, take charge of left property, answer queries, take messages for guests, sort mail, and look after hotel and room keys. It is a job where discretion is valued. You may also sell newspapers, postcards and stamps, book theatre tickets or hire cars for guests, provide information on the local area, or help housekeeping, restaurant and banqueting staff in setting up rooms and moving larger items of furniture. Safe practices when lifting and moving are essential.
In some hotels, the concierge help the conference and banqueting department by serving coffees and teas, checking the room is ready, and tidying up meeting rooms while the delegates are at lunch. You may also help to park guests’ cars.
If you are on night duty, you will be required to provide switchboard cover and an information service as well as checking customers in and out efficiently and accurately calculating accounts. You will be required to follow procedures and instructions to ensure smooth handovers, and maintain standards as directed. You may also be responsible for serving snacks and early breakfasts, and delivering newspapers and wake-up calls to guests.
You play a key role in coping with fires or other emergencies, ensuring that help is called promptly and guests evacuated safely, and you also need to be alert to any security threats.