Hotel concierge: Job duties and responsibilities

What is a hotel concierge?

A hotel concierge is someone who helps guests get the most out of their stay, from booking dinner reservations to arranging local tours. They’re the go-to person for recommendations, reservations, and special requests, making sure each guest feels like a VIP.

A hotel concierge can make all the difference in a guest’s experience, turning a good stay into a truly memorable one. Especially for small hotels, having a concierge service adds a personal touch that keeps guests coming back.

What is the difference between a hotel concierge desk and a concierge agent?

The concierge desk is the hub where guests can make requests, while the concierge agent is the friendly face helping them. For small hotels, a full concierge desk might not be practical, but having a concierge agent, or even training staff to handle concierge duties, can go a long way in personalising the guest experience.

In this article, we’ll explore what a concierge does, why they’re essential, and how you can bring concierge-style service to your hotel – whether that’s in a new hire, new technology, or both.

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Why is a hotel concierge important?

Concierges are important in helping to create unforgettable guest experiences, which leads to higher guest satisfaction, positive reviews, and repeat visits. For small hotels, this added layer of service can be a game-changer, showing guests that you go above and beyond.

Why small hotels should hire concierge staff

Even if hiring a full-time concierge isn’t feasible, training your existing staff in concierge skills can bring that personal touch. A concierge can help guests with everything from local tips to arranging special experiences, and these efforts can translate into increased revenue through upselling tours, local events, or unique add-ons.

Key hotel concierge duties and responsibilities

Concierge duties vary, but the main focus is always guest satisfaction. Here are some common responsibilities:

1. Offering local recommendations: Providing tailored suggestions on dining, sightseeing, and activities.
2. Handling reservations: Booking tables, transport, and tickets based on guest preferences.
3. Fulfilling guest requests: Assisting with special needs like late checkouts or room preferences.
4. Arranging tours and experiences: Creating memorable experiences through partnerships with local businesses.
5. Quick problem-solving: Addressing any issues or concerns to keep guests happy.

Hotel concierge job description example

If you’re considering hiring a concierge, here’s some of what you might put on a local job board:The concierge is responsible for assisting guests with various requests, offering recommendations, and creating an exceptional guest experience. A knowledge of local attractions, attention to detail, and excellent people skills are essential.

How to implement hotel concierge services

Adding concierge services doesn’t have to mean big changes. With a few simple steps, you can start offering concierge-style service at your hotel.

Train existing staff to provide concierge services

If a full-time concierge isn’t feasible, consider training your front desk staff to offer concierge-level service. Equip them with local knowledge, customer service skills, and the ability to anticipate guests’ needs. You can help them become experts in your area, so they can recommend the best local spots, answer common questions, and make reservations.

To ensure your staff is comfortable in their new role, consider creating a guide with local recommendations and essential concierge tasks. You might also organise monthly updates on seasonal events, nearby attractions, and any special promotions or partnerships that may interest your guests. This training enables your team to provide valuable assistance, which can greatly improve the guest experience.

Evaluate the effectiveness of your hotel’s concierge services

Once your concierge services are in place, it’s essential to evaluate their impact on guest satisfaction and operational efficiency. Tracking key performance indicators (KPIs) like guest satisfaction scores, repeat bookings, and upsell revenue can reveal how well your concierge services are meeting guest needs. For example, if you’re seeing positive reviews or receiving feedback that highlights specific concierge services, it’s a sign that these efforts are paying off.

Regular team meetings to discuss guest feedback and track service metrics can also help you identify areas for improvement. Setting up regular performance reviews ensures your concierge services remain aligned with guest expectations and hotel goals.

Use guest feedback to improve concierge services

Guest feedback is a valuable tool for refining your concierge services. Encourage guests to share their thoughts in person or through feedback forms, and make it easy for them to leave online reviews. Positive comments help reinforce what your team is doing well, while constructive feedback can reveal ways to enhance services.

Incorporate feedback into team discussions, and make adjustments to service offerings where needed. For instance, if guests frequently request restaurant recommendations, consider building a curated list of local dining options with notes on cuisine and ambiance. If you’re noticing demand for specific experiences or events, such as tours or local festivals, consider developing partnerships to offer exclusive deals or easy booking options for these activities.

Since implementing Little Hotelier, our staff are happier, our customers more satisfied, and to top it all off we’re SAVING money. Everything we need is right at our fingertips, making it simple to track our progress and make informed decisions to benefit our business.

Meg Hollins,

Marketing & Events Manager

Holbrook Hotel

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What is the best hotel concierge software?

Little Hotelier’s Front Desk Software is designed to streamline concierge tasks, combining guest management, booking tracking, and reservation tools in one easy-to-use platform.

With Little Hotelier’s software, you can seamlessly manage guest requests, track booking details, and even automate messages to keep guests informed—without needing a dedicated concierge team. The platform’s intuitive dashboard centralises all your guest interactions, allowing staff to check guests in and out, handle special requests, and stay on top of bookings, all from one place. This not only helps improve guest satisfaction but also makes it easy to add a personal touch to every stay, even when staffing is limited.

If you’re looking to deliver a premium guest experience without the overhead, Little Hotelier’s concierge and front desk tools provide the perfect balance of efficiency and personalisation for small hotels.

By Dean Elphick

Dean is the Senior Content Marketing Specialist of Little Hotelier, the all-in-one software solution purpose-built to make the lives of small accommodation providers easier. Dean has made writing and creating content his passion for the entirety of his professional life, which includes more than six years at Little Hotelier. Through content, Dean aims to provide education, inspiration, assistance, and, ultimately, value for small accommodation businesses looking to improve the way they run their operations (and live their life).