What arrival and orientation responsibilities should I include in a Concierge job description?

Date modified: 22nd September 2025 | This FAQ page has been written by Pilla Founder, Liam Jones, click to email Liam directly, he reads every email. Or book a demo to see how hospitality businesses use Pilla to create and record job descriptions.

Concierge Job Description Template

This job description template provides a full working exmaple using our six step approach. Open the template in the Pilla app and customise each section to make it specific to your role and business.

We operate a luxury 85-room boutique hotel in the historic city center, serving discerning business and leisure travelers who expect personalized service and intimate local knowledge. Our Concierge serves as the centerpiece of guest experience, providing expert local guidance, exclusive arrangements, and personalized service that transforms stays into memorable experiences through deep community connections and attention to individual preferences. The role requires sophisticated hospitality skills combined with extensive local knowledge, cultural sensitivity, and the ability to anticipate guest needs while maintaining discretion and professionalism in all interactions with our distinguished clientele.
• Provide expert local recommendations for dining, entertainment, shopping, and cultural attractions tailored to individual guest preferences and interests • Arrange exclusive reservations at sought-after restaurants, private tours, and unique local experiences using established industry relationships • Coordinate transportation services including airport transfers, private drivers, and luxury vehicle arrangements for guest convenience • Manage theater, concert, and event bookings with access to preferred seating and exclusive performance opportunities • Arrange personalized shopping experiences, private appointments, and luxury retail coordination for discerning guests • Coordinate business services including meeting arrangements, office space, and professional networking facilitation • Handle special occasion planning including anniversary celebrations, romantic arrangements, and milestone event coordination • Maintain comprehensive guest preference profiles for repeat visitors including dining preferences, room requirements, and service expectations • Provide 24/7 concierge support through established protocols for emergency assistance and urgent guest requirements • Coordinate with housekeeping and room service teams for personalized in-room amenities and special guest requests • Manage vendor relationships with local businesses, service providers, and experience partners to ensure premium service delivery • Document guest interactions and preferences to enable seamless service continuity and personalized future experiences
Essential Skills: Exceptional communication and interpersonal abilities with natural hospitality instincts; comprehensive local knowledge including restaurants, attractions, cultural venues, and hidden gems; strong networking and relationship-building skills with local businesses and service providers; excellent organizational abilities for managing multiple guest requests simultaneously; cultural sensitivity and language skills for serving international clientele; discretion and professionalism when handling confidential guest information and special requests. Preferred Qualifications: Previous luxury hospitality experience in guest services or customer relations roles; formal concierge training or certification from recognized hospitality institutions; multilingual capabilities particularly in major international languages; established relationships with local restaurants, entertainment venues, and service providers; knowledge of luxury brands, fine dining, and cultural attractions; experience with guest relations management systems and preference tracking technologies.
We're looking for candidates with previous guest services experience in luxury hospitality, high-end retail, or premium customer relations environments where attention to detail and personalized service are paramount. While formal concierge experience is valuable, we prioritize candidates who demonstrate genuine passion for helping others, strong local knowledge, and natural ability to anticipate guest needs. We provide comprehensive training on our service standards, local partnerships, and guest preference systems, plus ongoing development through concierge associations and luxury hospitality education programs to build expertise in this specialized hospitality field.
We're seeking someone who genuinely enjoys creating exceptional experiences for guests and takes pride in going above and beyond to exceed expectations. The ideal candidate demonstrates natural curiosity about local culture and attractions, maintains professional composure under pressure, and possesses the resourcefulness to find creative solutions for unique guest requests. You should be naturally warm and approachable while maintaining appropriate boundaries, comfortable with luxury service expectations, and excited about building relationships with both guests and local partners. Attention to detail, proactive communication, and genuine enthusiasm for hospitality excellence are essential qualities for success.
Competitive salary range £24,000-£30,000 annually based on experience, plus discretionary bonuses for exceptional guest service and positive feedback recognition. Comprehensive benefits package includes: 25 days paid annual leave plus bank holidays; private healthcare coverage; pension scheme with company contribution; staff discounts at partner restaurants and local attractions; professional development support for concierge certification and hospitality training programs. Career advancement opportunities include progression to Head Concierge or Guest Relations Manager roles; specialized training through concierge associations and luxury hospitality education; networking opportunities with local business community and hospitality professionals. Additional benefits include flexible scheduling to accommodate guest service needs; recognition programs for outstanding service delivery; access to exclusive local events and cultural experiences to enhance local knowledge and guest service capabilities.

When setting up a Concierge job description, it's important to clearly define what the concierge will do as guests arrive. This includes greeting guests, providing a thorough introduction to the hotel’s services and amenities, understanding individual guest needs and preferences, informing guests of local events and attractions, and assisting with luggage and personalised room check-in processes.

Common misunderstanding: A concierge's job is just to greet guests.

Greeting guests is just the start. A concierge also plays a crucial role in setting the tone for the guest's stay, providing personalised service right from the start, and ensuring all initial queries and needs are addressed.

Common misunderstanding: Detailed orientations are unnecessary if guests have visited before.

Even returning guests appreciate a quick update on any new services or amenities and a personal touch in their welcome. It reaffirms their decision to return and enhances guest satisfaction.

How can I differentiate roles for boutique versus large hotels?

In boutique hotels, concierge roles often involve more personalised guest interactions and may include tasks like coordinating unique local experiences or intimate dining options. In contrast, concierges in larger hotels might focus on efficiently handling a higher volume of standard guest requests and coordinating with various departments to manage services.

Common misunderstanding: The concierge roles are the same regardless of the hotel size.

While the core responsibilities might overlap, the scale and style of service in boutique versus large hotels can dictate significantly different daily tasks and guest interaction levels.

Common misunderstanding: Boutique hotel concierges don’t need tech skills.

Regardless of the hotel size, today's concierge roles often require a good level of tech-savviness to manage reservations, guest communications, and information about local attractions efficiently.

What strategies help in effectively onboarding new guests?

Effective onboarding of new guests involves a warm welcome, a quick but thorough orientation to the hotel's facilities, and a personal touch such as addressing guests by name or providing customised recommendations based on their preferences. Ensuring all their initial questions are answered and they feel comfortable in the new environment is key.

Common misunderstanding: A standard welcome packet is enough for all guests.

While welcome packets are helpful, customising information based on guest preferences or reasons for their stay can significantly enhance their initial experience and satisfaction.

Common misunderstanding: Once the check-in is complete, the concierge’s role in guest onboarding is done.

Onboarding extends beyond check-in. Follow-ups to ensure guest satisfaction or quick responses to their initial requests can set a positive tone for the rest of their stay.