High Demand for Hotel Concierges as Guests Seek Personalized Service

Hotel concierges, the individuals responsible for providing guests with information, recommendations, reservations, and other services, are experiencing a surge in demand as the hotel industry rebounds from the Covid-19 pandemic. With guests willing to pay higher room rates, there are greater expectations for personalized and exceptional service. Hotel concierges are increasingly seen as instrumental in enhancing guest satisfaction and fostering loyalty.

However, many hotels, particularly in smaller leisure markets that have seen an influx of luxury establishments and high-end clientele, are finding it challenging to locate qualified concierges to fill these roles. Sean Slattery, a concierge at the Palm Beach Marriott Singer Island Beach Resort & Spa in Florida and a member of Les Clefs d’Or USA, a national association of professional hotel concierges, notes that the demand for highly qualified concierge personnel has expanded geographically in recent years, extending beyond five-star hotels to other tiers.

Slattery points out that even smaller towns like Big Sky, Montana, are experiencing soaring demand for hotel concierges due to the arrival of luxury hotels and the high rates they command. For hotels charging $1,500 to $3,000 per night, having a Les Clefs d’Or member or concierge on staff becomes essential.

Les Clefs d’Or USA represents the highest standards of professionalism and excellence in hotel concierge service. To become a member, individuals must possess at least five years of experience as a hotel concierge, pass a rigorous examination, and demonstrate extensive knowledge of local and global attractions and resources. While there are more than 4,000 hotel concierges in the U.S., there are only about 600 members of Les Clefs d’Or USA.

Recruiting experienced concierges has become a challenge for some hotels. Many hotel concierge teams, especially in places like New York, are in a “rebuilding phase” following the pandemic. To address this, some hotels are investing in training and mentoring programs for staff members who show potential as hotel concierges. Additionally, partnerships with local colleges or hospitality schools are being formed to recruit and develop talent. Some hotels are also incorporating technology, such as digital concierge apps and software, to supplement their concierge service.

However, it’s crucial to remember that technology cannot replace the personal touch and connection that hotel concierges offer. These professionals are not just sources of information but also storytellers, problem-solvers, and ambassadors of their hotels and destinations. Their ability to create memorable and meaningful experiences for guests remains a valuable asset for hotels looking to stand out and provide exceptional, personalized service.

As the hotel industry continues to recover and expand, hotel concierges will play a vital role in differentiating hotels from their competitors and ensuring guest satisfaction.

Sources: AirGuide Business airguide.info, msn.com, travelweekly.com, hoteltechreport.com, smbcompass.com