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Concierges
SOC Code: 39-6012.00

Assist patrons at hotel, apartment, or office building with personal services. May take messages, arrange or give advice on transportation, business services or entertainment, or monitor guest requests for housekeeping and maintenance.

Sample of reported job titles: Activities Concierge, Chef Concierge, Chief Concierge, Club Concierge, Concierge, Conference Concierge, Guest Service Agent, Guest Service Supervisor, Hotel Concierge, Lobby Concierge

Tasks

  • Make reservations for patrons, such as for dinner, spa treatments, or golf tee times, and obtain tickets to special events.
  • Provide information about local features, such as shopping, dining, nightlife, or recreational destinations.
  • Make travel arrangements for sightseeing or other tours.
  • Receive, store, or deliver luggage or mail.
  • Carry out unusual requests, such as searching for hard-to-find items or arranging for exotic services, such as hot-air balloon rides.
  • Pick up and deliver items or run errands for guests.
  • Provide directions to guests.
  • Arrange for interpreters or translators when patrons require such services.
  • Provide business services for guests, such as sending or receiving faxes or shipping packages.
  • Plan special events, parties, or meetings, which may include booking musicians or celebrities.
  • Arrange childcare services for guests.
  • Perform office duties on a temporary basis when needed.
  • Arrange for the replacement of items lost by travelers.
  • Clean and tidy hotel lounge.
  • Provide food and beverage services to guests.

Technology Skills

  • Accounting software - Billing software; Budgeting software
  • Calendar and scheduling software - Work scheduling software
  • Data base user interface and query software - Data entry software
  • Desktop publishing software - Microsoft Publisher
  • Electronic mail software - Microsoft Outlook
  • Financial analysis software - Delphi Technology
  • Internet browser software - Web browser software
  • Map creation software - Mapping software
  • Office suite software - Microsoft Office
  • Presentation software - Microsoft PowerPoint
  • Spreadsheet software - Microsoft Excel
  • Word processing software - Microsoft Word

Tools Used

  • Desktop computers
  • Laser fax machine - Laser facsimile machines
  • Laser printers - Computer laser printers
  • Mobile phones - Smart phones
  • Notebook computers - Laptop computers
  • Photocopiers - Copy machines
  • Special purpose telephones - Multiline telephone systems
  • Tablet computers
  • Two way radios - Mobile radios

Knowledge

  • Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
  • Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

Skills

  • Service Orientation - Actively looking for ways to help people.
  • Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
  • Speaking - Talking to others to convey information effectively.
  • Coordination - Adjusting actions in relation to others' actions.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
  • Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
  • Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  • Time Management - Managing one's own time and the time of others.

Abilities

  • Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
  • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Speech Clarity - The ability to speak clearly so others can understand you.
  • Speech Recognition - The ability to identify and understand the speech of another person.
  • Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
  • Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
  • Near Vision - The ability to see details at close range (within a few feet of the observer).
  • Written Comprehension - The ability to read and understand information and ideas presented in writing.
  • Fluency of Ideas - The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity).
  • Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
  • Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
  • Category Flexibility - The ability to generate or use different sets of rules for combining or grouping things in different ways.
  • Originality - The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.
  • Written Expression - The ability to communicate information and ideas in writing so others will understand.

Interests

  • Interest code: SE
    • Social - Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
    • Enterprising - Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.

Work Context

  • Electronic Mail - 100% responded “Every day.”
  • Telephone - 100% responded “Every day.”
  • Contact With Others - 83% responded “Constant contact with others.”
  • Deal With External Customers - 90% responded “Extremely important.”
  • Face-to-Face Discussions - 70% responded “Every day.”
  • Indoors, Environmentally Controlled - 73% responded “Every day.”
  • Freedom to Make Decisions - 60% responded “A lot of freedom.”
  • Time Pressure - 48% responded “Every day.”
  • Work With Work Group or Team - 47% responded “Extremely important.”
  • Structured versus Unstructured Work - 42% responded “A lot of freedom.”
  • Frequency of Decision Making - 60% responded “Every day.”
  • Letters and Memos - 47% responded “Every day.”
  • Importance of Being Exact or Accurate - 39% responded “Extremely important.”
  • Impact of Decisions on Co-workers or Company Results - 50% responded “Important results.”
  • Physical Proximity - 35% responded “Moderately close (at arm's length).”
  • Coordinate or Lead Others - 30% responded “Very important.”
  • Deal With Unpleasant or Angry People - 37% responded “Once a week or more but not every day.”
  • Spend Time Standing - 35% responded “About half the time.”
  • Importance of Repeating Same Tasks - 32% responded “Very important.”
  • Responsibility for Outcomes and Results - 43% responded “High responsibility.”
  • Level of Competition - 61% responded “Moderately competitive.”
  • Duration of Typical Work Week - 56% responded “40 hours.”
  • Spend Time Sitting - 32% responded “About half the time.”

Education

Percentage of RespondentsEducation Level Required
37%High school diploma or equivalent
20%Some college, no degree
17%Associate's degree

Work Styles

  • Integrity - Job requires being honest and ethical.
  • Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
  • Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  • Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
  • Self Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
  • Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
  • Initiative - Job requires a willingness to take on responsibilities and challenges.
  • Adaptability/Flexibility - Job requires being open to change (positive or negative) and to considerable variety in the workplace.
  • Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high stress situations.
  • Independence - Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
  • Social Orientation - Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
  • Persistence - Job requires persistence in the face of obstacles.
  • Achievement/Effort - Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
  • Innovation - Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
  • Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction.
  • Analytical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.

Work Values

  • Relationships - Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
  • Independence - Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
  • Support - Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.

Wages & Trends

  • Median wages (2017)
    • $14.49 hourly, $30,150 annual
  • Employment (2016)
    • 33,000 employees
  • Projected growth (2016-2026)
    • Faster than average (10% to 14%)
  • Projected job openings (2016-2026)
    • 5,000

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