Although a postsecondary education is not a requirement in becoming a hotel concierge, it may be recommended. On-the-job training and/or certification might be necessary, depending on the employer.
Concierges specialize in guest services at hotels, but some work in clubs and restaurants. Separate from other guest services workers, concierges usually provide guests with information and advice about locations and services outside of the hotel. Concierges often call taxis to transport guests and arrange storage for packages and luggage. Certification and postsecondary education are recommended but not required for these positions.
|Required Education||High school diploma at minimum; postsecondary education recommended|
|Projected Job Growth (2018-2028)||5%*|
|Annual Median Salary (2018)||$30,400*|
Source: *U.S. Bureau of Labor Statistics
Concierge Job Description
According to O*NET Online, hotel concierges provide guests with highly specialized services meant to improve guest experiences (www.onetonline.org). For example, they tell guests about local events and offer advice about finding the best deals on food and entertainment. Likewise, customers renting out hotel restaurants may speak with the concierge for tips about food selections, wine choices or additional entertainment.
Some concierges acquire event tickets for guests, which could involve making reservations or payment under a guest's name. Concierges may also arrange guided tours and other special activities for guests. In case of emergencies, concierges help guests locate medical facilities, dentist offices or veterinary care hospitals.
Although certification is not mandatory for concierges, workers who pursue and earn certification may have better chances at finding employment. Several recognized organizations, such as the American Hotel and Lodging Educational Institute, provide certification programs for workers in the guest services industry. Some organizations may require applicants to complete a preliminary training program prior to taking the certification exam. Other organizations may have additional eligibility requirements, such as educational degrees or previous guest services experience.
Concierge Education Requirements
O*NET Online showed that the majority of concierges held the equivalent of a high school diploma. However, in competitive job markets, a postsecondary degree or certificate related to hospitality management may help individuals gain these jobs faster. Hospitality management degree and certificate programs include coursework in management communication, travel planning, tourism marketing and hospitality information technology. Some institutions also offer concierge certificate programs, but there are fewer programs available in comparison to hospitality management programs.
Concierges learn their skills on-the-job from experienced workers. But many gain industry training through working in related careers, per O*NET Online. For instance, experience gained from working in customer services trains concierge applicants to handle customer complaints and understand customer needs. Likewise, entry-level positions with event promoters may provide concierge candidates with the training needed to locate and reserve event tickets quickly.
According to the U.S. Bureau of Labor Statistics (BLS), the median hourly wage for concierges in 2018 was $16.13 and the 90th percentile or higher earned $50,380. In 2018, the BLS projected an employment growth as fast as the average for this occupation through 2028.
Since one of the job's main requirements is to enhance the guest experience, a hotel concierge must have a strong set of interpersonal communication skills. It is also essential for a concierge to possess a thorough knowledge of local events, attractions and restaurants, in order to recommend various activities to guests.