What Qualities to Look For When Hiring a Hotel Concierge

By Julien Tanguy Chief Concierge, Hilton Montreal Bonaventure | December 15, 2013

In today’s luxury hotel market, travelers can find comparable first-class amenities in every room, in every country. For a property, the key to being different from its competitors is providing added value through outstanding guest service. Since each individual guest is different, it is the personal touch and tailor-made experience that makes a specific hotel stand out. Who better than the Concierge to fulfill this role?

The concierge’s position is essential in a hotel’s long-term profitability: his or her performance is decisive in a successful stay. By providing highly personalized service, the concierge creates memorable experiences that ultimately drive guest loyalty. The concierge can also be considered an ambassador, who promotes the hotel’s image and reputation.

So, what does it take to be a top concierge?

You will find here a list of characteristics, inspired by all the great concierges I have met around the world. This article is dedicated to them.

Approachability

A memorable experience starts by being accessible: the concierge, as an individual, needs to be easy to talk to and to deal with; a warm and friendly welcome invites the guest to come back to the desk.

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