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Last updated on 2024年4月5日

What are the steps to becoming a concierge manager in hospitality?

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If you enjoy providing excellent customer service, solving problems, and creating memorable experiences for guests, you might be interested in becoming a concierge manager in hospitality. A concierge manager is a senior-level position that oversees the concierge staff, handles complex requests, and liaises with other departments and external partners. In this article, we will explain the steps to becoming a concierge manager in hospitality, from education and training to skills and career advancement.

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Amer B.

PMI-PBA, Top 1% in Business analysis. Hospitality, Services/ Real Estate. Operational Planning, Budgeting. AI…
Adam Stacey-Richardson
Roberto Rodrigues

Guest Experience Manager

1 Education and training

The minimum education requirement for a concierge manager is usually a high school diploma or equivalent, but some employers may prefer candidates with a certificate, diploma, or degree in hospitality management, tourism, or a related field. These programs can provide you with the knowledge and skills needed to understand the hospitality industry, such as customer service, communication, marketing, operations, and ethics. Additionally, you may need to complete some on-the-job training or internships to gain practical experience in working as a concierge or a front desk agent.

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Amer B.

PMI-PBA, Top 1% in Business analysis. Hospitality, Services/ Real Estate. Operational Planning, Budgeting. AI. Strategic Partnerships. Tourism Opens Minds SDG's 2030.
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Ascending to the role of a concierge manager in hospitality typically follows a path of progressive experience and skill development. Begin by gaining a foothold in the industry through entry-level positions, much like an apprentice learning the foundational skills of a trade. Pursue formal education in hospitality management to deepen your understanding of the industry, paralleling the specialization of a craftsman. Cultivate key competencies such as communication, problem-solving, and customer service, honing these abilities as an artist refines their techniques. Seek opportunities to take on more responsibility within the concierge domain, showcasing leadership and initiative as a journeyman displays their readiness for mastery.

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Adam Stacey-Richardson
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Love guest services and solving unique problems? A concierge manager career might be for you! How do you get there? Experience: Front desk, guest relations, etc. – gain insights into guest needs. Skills: Master communication, organization, problem-solving, and being resourceful. Local Knowledge: Be the expert on your city's best restaurants, attractions, and more. Network: Connect with concierges, ask questions, and learn from their experiences. Are you aiming for a concierge manager role? Share your journey below! Seasoned concierges, what's your best advice for newcomers? #hospitalitycareers #conciergemanager #guestservices #careergrowth

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Roberto Rodrigues

Guest Experience Manager
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Hablando de pasos , considero que no existe un manual que indique cómo convertirse en un gerente de servicio al huésped o concierge, la experiencia es una parte fundamental del proceso , actitud de servicio en todo momento, resiliencia son las piezas claves en conjunto de la actitud , simplemente cuando se está listo se siente y se sabe.

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Wassim Zeitouni

Hospitality Coach, Trainer, Consultant
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To be a Concierge manager in the hospitality industry, first you should have all the traits needed for any hotelier regardless of the position. Second your key skills will be a "spirit to serve" and "problem solving" these two components are much needed for the concierge management position, where you should be able and ready to offer the customer your solutions, ideas, suggestions, and willingness to help whenever needed. Third, build a positive and winning relationship with all stackholders in your community especially those who will contribute to your role, and those who offer the services your customers might need. Fourth, keep communicating with all the other departments about customers needs. Fifth, assist your employees to serve more

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Judith Volker

Real Estate Alchemist, Creator of Magical Places: sparks change --> Concepts beyond Algorithms--> In Focus : Healing boutique Hospitality and Co-Living
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In my opinion, it is a recipe of a lot of experience , excellent people skills, above all empathy and holistic leadership skills.

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2 Skills and qualities

As a concierge manager, you must possess a wide variety of skills and qualities to fulfill your duties effectively and efficiently. Excellent customer service, communication, problem-solving, organization, leadership, and knowledge are all essential for success in this role. You should be able to provide friendly, courteous, and professional service to guests, anticipate their needs, and exceed their expectations. You must also be able to communicate clearly and respectfully with guests, staff, and external partners using verbal, written, and nonverbal skills. Additionally, you should be able to handle challenging situations, resolve complaints, and find creative solutions for guests' requests. Furthermore, you should be able to manage your time, prioritize your tasks, and coordinate the activities of the concierge team. Moreover, you should be able to motivate, coach, and supervise the concierge staff. Lastly, you should be familiar with the hotel's policies and procedures as well as the local area and attractions.

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3 Certification and membership

One way to enhance your credibility and professionalism as a concierge manager is to obtain a certification or a membership from a recognized organization in the field. For example, you can apply for the Certified Hotel Concierge (CHC) credential from the American Hotel and Lodging Educational Institute (AHLEI), which requires passing an exam and meeting certain criteria. Alternatively, you can join the Les Clefs d'Or USA, the national association of professional hotel concierges, which requires being sponsored by two active members, having at least five years of experience, and passing an interview.

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4 Career advancement

As a concierge manager, you can advance your career by seeking opportunities to work in larger or more prestigious hotels, resorts, or other hospitality venues, where you can handle more complex and diverse requests, manage larger teams, and earn higher salaries. You can also pursue further education or training to expand your knowledge and skills in hospitality management, such as a bachelor's or master's degree, or a specialized course in a niche area, such as luxury travel, event planning, or cultural tourism. Additionally, you can network with other professionals in the industry, attend conferences and seminars, and participate in online forums and groups, to stay updated on the latest trends and best practices in concierge service.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Ranjan Gupta

Hospitality Growth Facilitator
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Academic and Technical qualification makes for the foundation - Knowledge of english, local and fluency in more than one international language will be an asset - Knowledge of every aspect of town/city of location, happenings presently and in future - Know the regulars and their preferences - Discreetly know reasons for visits of hotel guests and turn one time visitors to ‘return’ visitors/regulars - Timely and anticipated works completions - At all times be friendly yet discreet and unobtrusive conduct - Ability to deliver what others find difficult or unable to - Rare the term ‘NO’ !

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What are the steps to becoming a concierge manager in hospitality?

1

2

3

4

5

1 Education and training

2 Skills and qualities

3 Certification and membership

4 Career advancement

5 Here’s what else to consider

Hospitality Management

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What are the steps to becoming a concierge manager in hospitality?

1

2

3

4

5

1 Education and training

2 Skills and qualities

3 Certification and membership

4 Career advancement

5 Here’s what else to consider

Hospitality Management

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