Adapting the Job Qualifications for Hotel Concierges to All Hiring Decisions
By Holly Stiel President, Thank You Very Much Inc. | June 19, 2011
In the hospitality industry, our mission is to create a memorable, extraordinary home-away-from-home experience for our guests, making all aspects of their stays a comfortable and pleasurable experience-from sleeping, to eating, to personal care, to business, to entertainment and leisure. To make this happen, all members of the hotel staff need to pull together and embrace this mission, giving 100 percent to their respective areas of responsibility. Whether it's the Housekeeping Department, restaurant staff or Accounting-all areas have a singular focus, each reflecting an important facet of the guest's experience.
Concierges, however, have a more global perspective. They need to be knowledgeable about every function of the hotel and are called on to take ultimate responsibility for all aspects of the guest's stay. While they often rely on other departments and outside resources to satisfy guest requests, ultimately the buck stops at the concierge desk.
There are special attributes and qualifications needed to excel in this unique and challenging field, which Management needs consider when hiring the concierge staff. Ensuring that candidates fully buy into the hotel's culture and mission is critical, as the concierge sets the standards for service levels and professionalism throughout the hotel. It follows that ideally, these standards will radiate from the concierge desk throughout each and every department in the hotel.
This got me thinking that many of the qualifications we look for when hiring concierges can be adapted when interviewing candidates for all areas in the hotel. While there are always specialized skill sets required to perform department-specific tasks, there are also less tangible qualities to look for in all hiring decisions. I have outlined four of these qualities below, along with suggestions for interviewing that can help assess their presence or absence in potential new hires.
While not the easiest variable to measure, it is the spirit in which the job is performed that makes the difference between doing an OK job and over-the-top performance. When staff members genuinely care, their performance transcends simply going through the motions and becomes a work of art in its own right
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