How do I describe the service style when writing 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 writing a job description for a Concierge, start by clearly describing the service style of your hotel. This helps potential hires understand the type of customer interaction and environment they'll be working in. For example, mention if your hotel offers a luxury, personalised service or a fast-paced, high-volume guest interaction. This sets clear expectations and attracts candidates who are a good fit for your service style.

Common misunderstanding: A detailed service style description isn't necessary if the hotel brand is well-known.

Even well-known brands need to specify their service style because each location might offer a different guest experience. Detailing this helps align candidate expectations from the start.

Common misunderstanding: All luxury hotels have the same service style.

Service styles can vary significantly even within the same category of luxury. Some might focus on high-tech, modern interactions, while others prioritise traditional, personalised guest services. Clarifying this helps find the right match for your team.

What specific aspects make my venue appealing for potential hires?

Highlight unique aspects of your venue that might attract potential hires. This could include your commitment to sustainability, opportunities for career advancement, or special staff benefits like wellness programs. Mentioning these unique selling points makes your job offer more attractive and helps you stand out from other employers.

Common misunderstanding: Standard benefits are enough to attract candidates.

While standard benefits are important, highlighting unique aspects like team culture or special training programs can significantly enhance the appeal of your venue.

Common misunderstanding: High salary is the only aspect that attracts top talent.

Many candidates also value a positive work environment, work-life balance, and personal development opportunities, which can be just as important as the salary offered.

Why is it important to define the type of hotel in the job description?

Defining the type of hotel in the job description is crucial as it helps potential hires understand the setting they'll be working in. Whether it's a boutique hotel, a family resort, or a luxury city hotel, each type has different guest expectations and operational styles. This information helps candidates assess if their skills and experience are a good match for your hotel.

Common misunderstanding: The location of the hotel is enough to convey its type.

Location doesn't always provide complete insight into the hotel's operation and guest demographics. Detailed descriptions help clarify any assumptions.

Common misunderstanding: Experienced candidates will understand the type of hotel from the brand alone.

Brands often operate different types of hotels under the same name, so specifying the type helps avoid confusion and ensures you attract the right candidates.