A hotel concierge books what guests want beyond the room: dinner tables, tours, tickets, cars to the airport and, at a resort, the hotel's own spa and restaurants. They give local advice they've checked in person and keep working a hard request until the guest has an answer.
By the HireBus team · Updated · Pay data: BLS, May 2025
The Concierge helps guests plan their stay beyond the room. You'll book restaurants, tours, transportation and tickets, give local advice you've checked yourself, arrange special touches for VIPs and celebrations, and fix problems that take a few calls. At a resort, you also book the hotel's own dining, spa and activities.
2. Essential Duties and Responsibilities
Book restaurants, tours, tickets, rental cars and airport transportation for guests.
Recommend places you've checked, and update the list as businesses open, close and change.
Arrange amenities for VIPs, anniversaries and birthdays with housekeeping and food and beverage.
Book the hotel's restaurants, spa and activities, and steer guests to times with open space.
Record bookings and what guests liked in their profiles for next time.
Build working relationships with local restaurants, tour operators and car services.
Ship lost-and-found items and packages to guests, and handle printing and other errands.
3. Key Tasks / Daily Activities
Review arrivals for VIPs, special occasions and requests made in advance.
Confirm the day's bookings and call guests if anything changed.
Work the lobby desk and phone, answering questions and making plans.
Contact guests arriving in the next few days to offer bookings.
Check weather, local events and road closures, and plan around them.
4. Key Performance Indicators (KPIs)
Guest satisfaction score for concierge service: [your target].
Bookings made for hotel outlets and activities: [your target].
Requests completed on time: [your target].
Pre-arrival contacts made: [your target].
5. Required Qualifications and Skills
[2+] years in a guest-facing hotel, travel or hospitality role.
Knows the local area: restaurants, attractions, transportation and seasonal events.
Follows through on every request and calls the guest back with the answer.
Writes clear notes in [your property management system] or concierge software.
6. Preferred Experience
Membership in Les Clefs d'Or, or working toward it.
Contacts at popular local restaurants and attractions.
Resort or luxury hotel experience.
Speaks [a language many of your guests speak].
7. Physical Requirements
Stand at the concierge desk and walk guests to where they need to go.
Carry packages and guest deliveries up to [20] pounds.
With or without reasonable accommodation.
8. Work Environment and Schedule
Morning or evening shifts, such as [7 a.m. to 3 p.m.] or [2 p.m. to 10 p.m.], including weekends.
Lobby desk in uniform, with guests coming and going all day.
Occasional visits to local restaurants and attractions to keep recommendations current.
9. Compensation and Benefits
Pay: [range and hourly or salary basis].
Additional pay: [overtime, bonus or incentive terms, or none].
Benefits: [health, dental, vision, retirement, paid time off, and when they start].
10. Company Culture and Overview
[Two or three sentences on what your company does, the area you serve, and the support a new concierge gets in the first 90 days.]
11. How to Apply
[Apply link or email]. Our process: [phone interview, in-person interview, and next steps]. Contact [hiring contact] if you need an accommodation during the application process.
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How a hotel concierge differs from other concierge jobs
Concierges also work in apartment towers, office buildings and credit card call centers. At a full-service hotel the guest is in town for a few nights, the hotel sells its own dining and spa, and the desk sits in the middle of a busy lobby.
The hotel's own outlets come first
When the property has its own restaurants, spa and pool, much of the job is filling the hotel's own tables, treatment rooms and cabanas. A good concierge knows which times still have space and steers guests there, and sends them off property when the hotel can't do it well. If the hotel's seafood room is full, the guest hears that plainly, along with a time that works.
Every recommendation has been tried
Guests trust the desk because the concierge has eaten at the place, taken the tour or ridden with the car service. Restaurants close, swap chefs and raise prices, and a boat tour that runs daily in July may not run at all in January. Give the concierge paid time to visit new places each season, and expect a fresher list after each round.
Plans start before the guest arrives
The concierge reads the arrivals list for anniversaries, birthdays and VIPs. A few days ahead, they reach out to offer dinner, spa and tour bookings while the good times are still open. A celebration needs housekeeping or the kitchen to place the cake or flowers before check-in, so the concierge sets that up early too.
Weather and events rewrite the day
A rained-out boat trip, a closed mountain road or a sold-out game in town can undo a guest's plans by noon. The concierge checks the forecast, road closures and the local events calendar each morning, calls affected guests with a backup, and knows which indoor options still have room. In a resort town, one festival weekend can fill every restaurant for miles.
The gold keys take years to earn
Some hotel concierges wear crossed gold keys on the lapel, the mark of Les Clefs d'Or. To apply in the U.S., a concierge needs five years working in a hotel lobby, at least three of them as a full-time lobby concierge, and the two years just before applying must be full-time without a break. Few applicants will have it. A candidate working toward it plans to stay in the trade. Source: Les Clefs d'Or USA: Qualifications for membership.
How much hotel concierges make
Concierges who work for hotels, resorts, and motels earned a median of $20.34 an hour ($42,310 a year) in May 2025, according to the Bureau of Labor Statistics. That’s above the $38,950 median for concierges in all industries. About 6,620 of the 49,240 concierges in that survey work for hotels and resorts.
Hourly, and guests often tip the concierge for a hard reservation or a full day of plans. Some resorts add a bonus for bookings at the hotel's own restaurants, spa and activities, which ties the reward to revenue the hotel keeps.
Hotels and resorts
$42,310$42,310 median Middle half $36,700–$51,260 10th–90th $32,160–$63,290
All industries
$38,950$38,950 median Middle half $35,660–$47,350 10th–90th $31,620–$57,570
$20k$30k$40k$50k$60k$70k
10th–90th percentileMiddle halfMedianAnnual pay, May 2025. Source: BLS Occupational Employment and Wage Statistics.
Annual pay by percentile
Group
10th
25th
Median
75th
90th
Hotels and resorts
$32,160
$36,700
$42,310
$51,260
$63,290
All industries
$31,620
$35,660
$38,950
$47,350
$57,570
BLS groups hotels, resorts and motels as traveler accommodation. Post a real range for your market in the ad.
Skills to hire for, and what you can teach
Hire for these
Calls the guest back on every request, even when the answer is no
Knows your city or resort area: where to eat, what's open and how long the drive takes
Reads what a guest is after and suggests plans that fit their taste and budget
Stays warm and steady when a dinner booking falls through an hour before
Writes clear notes so the next shift can finish an open request
Teach these on the job
Your property management system and the guest profile fields
OpenTable, Resy and the booking systems of your tour and car partners
The hotel's menus, spa treatments and activity schedule
Your amenity menu and how to order VIP setups from housekeeping and the kitchen
Your policy on vendor gifts and posting charges to a guest's room
The hotel's property management system, such as Oracle OPERA Cloud, is where the concierge reads arrivals and saves what each guest liked. Dinner goes through OpenTable, Resy or a direct call to a contact at the restaurant, and open requests live in a shared log so the next shift can finish them. Someone who knows one hotel system learns another quickly; your local contacts and partners take much longer.
Hotel concierge interview questions
They have their own page: 6 questions that test this job, what strong and weak answers sound like, and a work exercise to run with your finalists.
Every KPI line in the template has an empty target. Track your desk log and guest surveys for a season before you pick numbers, and keep separate targets for the busy months and the quiet ones.
Guest satisfaction score for concierge service
Use the concierge question on your post-stay or brand survey, and read the written comments that mention the desk. Look at it monthly; with only a few concierge answers in a week, one bad stay moves the number a lot.
Bookings made for hotel outlets and activities
Count reservations the concierge placed at the hotel's restaurants, spa, cabanas and activities, from each outlet's booking system or a tally in the concierge log. Compare weeks against occupancy, not against each other.
Requests completed on time
Log each request with the time promised and the time it was done. Count late or dropped ones, and go over the misses to see whether the desk or a partner caused them.
Pre-arrival contacts made
Count the guests the concierge emailed, texted or called before arrival, out of everyone on the arrivals list for those days. Note which contacts led to a booking, so outreach stays useful.
Career path
Front desk agentLearns check-in, the hotel's system and the guest questions that come up every day.
ConciergePlans guests' stays beyond the room and builds the local contacts.
Chef conciergeLeads the desk, trains new concierges and takes the hardest VIP requests.
How is a concierge different from a front desk agent?
Front desk agents handle arrival and departure: keys, the bill and room moves. The concierge plans what guests do outside the room: dinner, tours, tickets and cars. A busy resort runs them as separate desks. At a smaller hotel the front desk often takes concierge requests, so an agent with strong local knowledge is a natural candidate when you add the role.
How much does a hotel concierge make?
Concierges who work for hotels, resorts, and motels earned a median of $20.34 an hour ($42,310 a year) in May 2025, according to the Bureau of Labor Statistics. The middle half earned between $36,700 and $51,260 a year. Pay also depends on your local market, experience and overtime.
Should a hotel concierge accept commissions or gifts from restaurants?
Decide before the offers arrive, and put the rule in writing. The Les Clefs d'Or USA code tells members not to take commissions from restaurants. It also says never to accept goods or services from vendors for personal gain, and to tell guests about ticket surcharges or service fees in advance. Holding your whole desk to that standard keeps the advice honest.
Does a hotel need a concierge if the front desk already takes bookings?
It depends on your guests and your outlets. A resort with several restaurants, a spa and activities gives a concierge plenty to sell inside the building. A business hotel with one restaurant may do fine with front desk agents trained to take requests. Count the dinner, tour and transport requests the desk fields on a busy weekend before you decide.
How do you test local knowledge in a concierge interview?
Hand the candidate real requests your guests make: a table for six at a sold-out place on Saturday, a rainy-day plan with kids, a car for an early flight. Listen for names of places, a backup plan and a promise to call back. Then ask about a local restaurant that closed or changed hands lately. People who keep their list fresh will know.
