Summary Report for:
39-6012.00 - Concierges
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 | Technology Skills | Tools Used | Knowledge | Skills | Abilities | Work Activities | Detailed Work Activities | Work Context | Job Zone | Education | Credentials | Interests | Work Styles | Work Values | Related Occupations | Wages & Employment | Job Openings
- 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.
- Accounting software — Billing software; Budgeting software
- Calendar and scheduling software — Work scheduling software
- Data base user interface and query software — Data entry software
- 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
Hot Technology — a technology requirement frequently included in employer job postings.
- 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
- 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.
- 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.
- 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.
- Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
- Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
- Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
- Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
- Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
- Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
- Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
- Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work of others.
- Judging the Qualities of Things, Services, or People — Assessing the value, importance, or quality of things or people.
- Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
- Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
- Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
- Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks.
- Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
- Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
- Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Guiding, Directing, and Motivating Subordinates — Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
- Coaching and Developing Others — Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Developing and Building Teams — Encouraging and building mutual trust, respect, and cooperation among team members.
- Training and Teaching Others — Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
- Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
- Provide Consultation and Advice to Others — Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.
Detailed Work Activities
- Arrange services or reservations for patrons.
- Provide attraction or event information to patrons.
- Deliver items.
- Handle luggage or other possessions for patrons.
- Provide patrons with directions to locales or attractions.
- Organize recreational activities or events.
- Perform administrative or clerical tasks.
- Clean work areas or facilities.
- Sell products or services.
- 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.”
|Title||Job Zone Three: Medium Preparation Needed|
|Education||Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.|
|Related Experience||Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job.|
|Job Training||Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.|
|Job Zone Examples||These occupations usually involve using communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include food service managers, travel guides, electricians, agricultural technicians, barbers, nannies, and medical assistants.|
|SVP Range||(6.0 to < 7.0)|
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.
- 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.
- 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 & Employment Trends
|Median wages (2016)||$14.06 hourly, $29,250 annual|
|Employment (2014)||31,000 employees|
|Projected growth (2014-2024)||Faster than average (9% to 13%)|
|Projected job openings (2014-2024)||9,600|
|Top industries (2014)|
Source: Bureau of Labor Statistics 2016 wage data and 2014-2024 employment projections . "Projected growth" represents the estimated change in total employment over the projections period (2014-2024). "Projected job openings" represent openings due to growth and replacement.