The role of the concierge has been around longer than you may think and dates back all the way to the 17th century and had the role of a doorman or also referred to as the “Keeper of the Keys”. A concierge was most trusted by members of high nobility and had the responsibility of keeping the keys to every room in the residence or castle. In the 18th century, when these hotels or other establishments such as prisons emerged, the role of the concierge was maintained. So, let us have a look at the exact role of the concierge and what it takes to have ‘keys of gold’.
What Does It Mean to Be a Concierge in the Multi-Family Industry?
You could say that a residential concierge is the ‘face of the building’ to any residential and commercial
property. They provide an optimal experience for residents, guests, and building staff by creating a
sense of belonging in the building.
In essence, Concierge Services make the individual’s day more efficient through various different duties,
such as:
• Greet and Welcome Residents and Guests
• Answer questions about services and/or amenities
• Resolve any issues that may arise
• Managing newspapers, mail, packages, and deliveries
• Lobby and Access Point Surveillance
• Recommendations for Dry Cleaning, Housekeeping, and Pet Services
• Recommendations and arranging transportation, local attractions, local
restaurants, and other venues.
As you can tell, the duties of a concierge are varied and diverse. Thus, it is safe to say that a concierge
needs to be flexible and creative in their approach to the daily tasks at the building. From being a
friendly face that residents and guests can go to for trusted advice, inquiries, and assistance to being a
welcoming greeter upon their first arrival, Concierge are crucial in creating trust in the community.
Ensuring that the residents and guests first impression is a memorable experience takes a unique skill-
set that only the right hospitality professional can deliver.
Attributes of a Concierge:
In order to be an effective concierge, one needs to be able to communicate with purpose and direction. Making sure that all bases are covered within the work place is something that a mindful concierge does.
It is safe to say that a concierge needs to hold a specific skill-set in order to properly execute their job, which will, in turn, aid in lease renewals and a positive online reputation. Of course, it is not only the responsibility of the concierge to make sure that property succeeds; however, they play a significant role in this.
As mentioned above, a concierge needs to be flexible in their approach and able to take on any new problem that surfaces. Ultimately, the duty of a concierge is to help the residents and guests with any task that they are unable to do themselves-within reason- and usually is able to do so. Furthermore, taking a creative approach to any task that comes their way is another deeply important attribute of a concierge. Each resident is unique and will thus require a unique approach to any task they need to complete with the help of a concierge.
Being able to problem-solve effectively is another very important attribute of a concierge. We now understand that each resident or guest is unique and will need a unique approach to any problem they face, but without the ability to problem-solve, this will be tricky. Also, a concierge needs to be able to maintain a sense of organization within the building. If they are not organized, then the building will not run smoothly, which will result in chaos and unhappy residents and guests. It is safe to say that because a concierge will be dealing with many different people from various walks of life, they need to hold an open mind. As a concierge may come across situations that are odd, they will need to be able to take a calm approach toward any situation.
And so, as a concierge, one needs to uphold the values of the organization with integrity and a good work ethic. Guests will be able to tell if a concierge is not genuine in their approach.
How to Make Sure Your Concierge Is Used Correctly
In order to ensure that your concierge is fulfilling his/her job role effectively, they need to feel empowered. A concierge that knows the community, city, or town that they work in like the back of their hand is one that will be able to make the best impression on your residents and guests. If they are able to give sound advice regarding amenities, entertainment, and leisure, they will make a great impression.
Furthermore, ensuring that your concierge has a hospitality-orientated mindset will be hugely beneficial as they will come across hundreds of different people, all of who may have various different needs.
And so, we can now appreciate the role of a concierge. They are so vital to the successful running of the building and can be likened to the ‘golden keys’. They are the source of all knowledge and will be able to answer any question under the sun. In essence, the role of concierge is timeless and that is the life of the concierge!
How Not to Use Your Concierge:
It is vital that a concierge feels protected by the management team. If they feel appreciated and listened to, they will perform to high standards.
With that being said, ensure to keep your concierge’s wellbeing in mind. Do not make them work ridiculously long hours or take on tasks that are not a part of their job role because this will add on extra pressure and will have a negative effect on both their work ethic and the functioning of the business.
And so, we can now appreciate the role of a concierge. They are so vital to the successful running of the hotel and can be likened to the holy grail. They are the source of all knowledge and will be able to answer any question under the sun. That is the life of the concierge!
